Accommodation
CHECK-IN & CHECK-OUT TIMES
Cabernet & Merlot Suites: Check-in from 2:00 PM, check-out by 10:30 AM
Wine Barrel Suite: Check-in from 1:00 PM, check-out by 11:00 AM
In the event the guest checks out before their booked departure date, the tariff paid for the remainder of the booked period shall be deemed as non-refundable.
SECURITY BOND & DAMAGE POLICY
A $300 security bond is required upon check-in and is held as a precaution against incidental damage, loss, or excessive cleaning. This bond will be released after a satisfactory inspection upon check-out.
Guests will be liable for all repairs or replacements in the event of damage to, or loss of, resort property caused by the guest and/or companions during their stay. All costs of repairs and/or replacements are deductible from the credit/debit card nominated at the time of booking and/or the credit/debit card presented for security upon arrival. The Swan Valley Retreat reserves the right to charge an excessive cleaning fee of $150.00 upon check-out for extreme cleaning requirements.
ROOM OCCUPANCY
All rooms are designed for a maximum of two (2) adult guests only. We are an adults-only retreat and therefore children are not permitted.
SMOKING AND FIRE RESTRICTIONS
Smoking and vaping are strictly prohibited inside rooms and on the balconies at all times. Due to fire restrictions, no smoking is allowed anywhere on the property at all between October 1st and May 31st. No campfires, candles, lanterns or any other form of naked flames are permitted.
Evidence of smoking in a room will incur an additional $300 cleaning fee. Breach of these conditions may result in immediate termination and eviction.
PARTIES & NOISE
We request there be no disturbance of neighbours, no undue noise, no behaviour likely to cause damage to property or offence or embarrassment to others, and all noise to cease by 9 pm. Breach of these conditions may result in immediate termination and eviction.
WEDDING PARTIES
We are a secluded retreat that is based on peace & quiet, and relaxation. Therefore, out of respect for our other guests, we can't allow for wedding parties to get ready at our retreat. If you book our retreat for a wedding party and do not inform us, then we reserve the right to refuse your booking on the day of check-in.
PAYMENT POLICY
You will be charged a 10% deposit for the value of your booking at the time of booking. This deposit is for admin-related expenses and is non-refundable in the event of the cancellation of your booking. You may change your booking up to 14 days before check-in, for a new date within 6 months of the original booking. If rescheduled beyond 6 months, your original booking will be cancelled, and a new booking must be made. The value of the deposit will go towards the total payment for your room as shown in your booking confirmation.
We will contact you two weeks before your arrival to confirm your booking and process the remaining balance of your accommodation (less the 10% booking fee) using the card provided.
If the payment is unsuccessful, we will notify you immediately and allow 24 hours to provide an alternative payment method. Please note that failure to provide payment within this timeframe will result in automatic cancellation of your booking.
This will also be the final opportunity to make any changes to your reservation dates
ACCEPTED PAYMENT METHODS
We accept cash, credit card or direct bank transfer.
For credit card transactions, we have a 1.3% surcharge on Mastercard & Visa, and a 1.5% surcharge on AMEX.
For bank transfers, the balance is required to be cleared in our account before check-in.
CANCELLATION POLICY
The $50 booking fee is non-refundable under all circumstances. Cancellation is available for all bookings cancelled more than 14 days before check-in at no additional charge. For cancellations made within 14 days of arrival, you will be liable to pay the full balance for your stay.
DAY SPA CANCELLATION POLICY
Guest(s) who add Day Spa treatments to their booking and fail to attend their allocated appointment, will be liable for payment of the full treatment amount. Guest(s) who wish to cancel any Spa treatments made are required to provide 24 hours' notice to avoid a 50% cancellation fee.
Day Spa
ARRIVAL TIME
Please arrive 10 minutes prior to your treatment start time to allow time so you have plenty of time to fill out our intake forms and settle into your treatment. If you arrive late your treatment time will be reduced to ensure the next guest is not delayed. After your treatment, you will be encouraged to stay and relax in one of our refreshment areas.
RESERVATIONS
Our spa gets busy so we recommend booking in advance. Credit card details or gift voucher codes are required at time of booking to secure your reservation with a 50% deposit.
SUNDAYS & PUBLIC HOLIDAYS
We are closed for Christmas and Public Holidays.
On Sundays, we are closed for therapist-related treatments but remain open for our other services. Please note a 10% surcharge applies on Sundays, gift card redemption's included.
GIFT VOUCHERS
Vouchers are valid for 36 months from the date of purchase. Vouchers can be used for any goods and/or services at the Swan Valley Retreat. Gift vouchers can't be used to purchase additional gift vouchers. Lost/stolen vouchers cannot be reclaimed.
CANCELLATIONS
If you are unable to make your appointment, we kindly request 48 hours notice for all bookings to avoid charges being applied to your cancelled treatment, including gift voucher bookings, which will then be deemed void.
Cancellations within 48 hours will have a charge of 50% of the booking and no-shows will have a charge of 100% of the booking total.
SPA ETIQUETTE
To ensure the comfort and relaxation of all guests, we ask that you keep noise to a bare minimum at all times and respect that the spa is a mobile and smoke-free environment. Though we love children, they are not permitted in the treatment rooms or spa lounge areas and their attendance is discouraged.
PREGNANCY
It is important that you advise us of your pregnancy at the time of booking. Some spa treatments may require you to be in your second trimester, while others may not be suitable for pregnant guests.
HEALTH CONDITIONS
Please inform us at the time of booking of any medical or health conditions, allergies or injury, or if you are undergoing radiation or chemotherapy. You are required to discuss with your doctor if treatments are safe for you.
MINIMUM AGE
All guests must be at least 18 years of age to use the spa facilities and services. Guests aged 16 years and above may attend if accompanied by an adult.
PRIVACY
All personal information shared with us will remain private and confidential.