FAQs

When you book direct via our website or by phoning our team you will always get the best rate. 

Our guaranteed check-in time is 2pm. Should you be arriving before this please let our reception team know and we will do our best to accommodate your arrival.

If you are arriving after 5pm please let our team know so that we can organise a lockbox for you to collect your keys from after hours. 

Check out is strictly 10am. Our office is open from 7am for check out, if you are departing prior to this there is a key return box located at reception. 

Yes, all linen and towels are provided for your apartment.

Stays of seven nights or more will have fresh linen provided on day eight.

If you are staying less than seven nights fresh linen can be arranged for a small fee. 

 Our apartments come stocked with most items you will need. However, you may wish to bring the following items to make your stay more comfortable.

• Beach Towels
• Toilet Paper, Bathroom Amenities and food items (We provide a starter pack of amenities however for longer stays you may wish to bring additional items. We also have these items available for purchase from reception)
• Laundry Powder (Available for purchase from reception if required)
• Kitchen Appliances - our rooms come equipped with an oven, stove and full size fridge, a fry pan, pots and dishes/ cutlery. If you have any specific cooking requirements you may wish to bring these with you or contact our team ahead of arrival to confirm options. 

Our reception is open Monday-Friday 7am-5.30pm and Saturday-Sunday 8am-5pm.

If you require assistance outside of these hours you can dial '9' from your in room phone or press the night bell near reception and our onsite manager will be able to assist. 

We do not have a restaurant available onsite however we are just one block south of a number of delicious cafes, restaurants and bars. 

If you would like to charge your meals to your room account please speak to our reception team about a chargeback voucher. 

Yes, please contact our team on 02 6650 0462 or info@theobservatory.com.au to arrange a gift voucher.

You can choose between a dollar amount or a specific date and room type for your voucher. 

Gift vouchers are valid for three years from the date of purchase.

You can cancel your booking free of charge up until the cancellation period as per your arrival dates. 

Full payment of reservation is due at the completion of the free cancellation period as per the below policies. 

Low Season - Full payment due 48hrs prior to arrival. 

Mid Season (incl School Holidays) - Full payment due 7 days prior to arrival. 

High Season (incl Christmas & Easter) - Full payment due 14 days prior to arrival. 

Group bookings - Our cancellation policy for all group bookings is 30 days notice irrespective of the season. (4 or more rooms booked by the same group or event are considered a group booking)

Dates changes can be requested during the free cancellation period and are subject to availability. 

No refunds will be issued for early departure of reservation dates.

Please note if you have not booked with us directly than other cancellation fees may apply, please check your confirmation details for exact conditions. 

Yes, please contact our reception team to make changes to your reservation.

We are happy to make changes to dates, room type and number of guests staying when 48hrs notice is provided. 

Please note: some changes may incur additional charges. If you have booked with a third party unfortauntely we are not able to make changes to your reservation, please contact the booking platform to make any changes. 

Yes we do have a salt water pool. The pool is open from 7am - 9pm. Beach towels can be supplied at an additional cost , please see reception is a beach towel is needed. 

No glass is to be taken into the pool area.

Children need to be supervised by an adult at all times. 

Our pool is not heated. 

Yes, each apartment and studio is allocated one parking space. Townhouse bookings have a double lock up garage (Height restriction of 2.10m). 

Our undercover parking spots have a height restiction of 2.18 metres, we also have open parking spots for higher vehicles. 

If you have more than one vehicle there is plenty of free street parking. There is a parking spot designated for EV charging that can be used for our guests wanting to charge their vehicle. 

Whilst we can not accommodate trailers or longer vehicles within our parking spaces, there is plenty of on street/ unmetered parking available for these vehicles. 

Yes, we do have 2 Tesla chargers for our guests convenience. These are best used for overnight charge, if your electric vehicle is not a Tesla it may require an adapter which you will need to bring with you. Charging is complimentary for our guests.