Terms and Conditions
The following terms and conditions cover both Isla House Greenslopes and Isla House PA and are applicable to all our guests. If you have booked through an external booking agent, please read our Terms and Conditions alongside the external booking agent’s Terms and Conditions.
For guests that are also patients visiting one of the nearby hospitals, bookings may also be accepted via a third party. Isla House will contact you to confirm booking details.
2. International Guests
All communication is made in English. When Isla House receives an automatic booking through an external booking agent, we will contact you by email. This is to introduce ourselves and explain what to expect at Isla House as well as to prevent fraud. Failure to respond ahead of your check in date may result in the cancellation of your booking, including the charge of the first night via credit card, including the 1% card surcharge.
3. Booking Cancellations & Modifications
If you cancel your booking within 24 hours of your arrival, the cost of the first night will be charged. If you need to modify your booking to leave earlier, please let us know before 12.00pm of the day of check-out or you will by charged the additional night. If you are unsure if you require to stay the night, please let us know as early as possible.
4. Check In
Check in time is after 2.00pm on the date of check in. Early check in may be available, but it’s recommended to also book the night before if you need the room earlier.
5. Late Arrivals
Please ensure to arrive before 5.00pm on the date of check in. If you are arriving after 5.00pm please let us know on the day or in advance and we will organise with you alternative check-in procedures.
If you have made a last-minute-booking through an external booking agent after 5.00pm, we may not be able to fulfil your booking.
6. Photo ID
On check in you may be asked to provide photo ID. If you are unable to provide photo ID on request, your booking may be cancelled, with the applicable Booking Cancellation condition occurring.
Payment is required on check-in and up to 7 days in advance. Payment methods accepted are cash, or cards. The following cards are accepted: Australian bank issued cards, Visa and Mastercard. Payments made by card attract a 1% surcharge. American Express, Unionpay and other cards not accepted by us, are not accepted.
8. Room Allocation
As the majority of our guests are either outpatients visiting hospital or have loved ones staying as inpatients and the conditions of patients may change at any time, room bookings may change under these circumstances. As the conditions of patients may change, this may require guests to stay longer than planned or shorter than planned. Under these circumstances outside of our control, the room type and/or features and/or requests that you have booked for that date, may suddenly not be available. Isla House will accommodate you in the closest equivalent room, possibly accommodate you elsewhere, and/or refund any difference in price if applicable.
9. Shuttle Bus
Pre-arranged times may change with little notice and with no guarantees on travel time to and from hospitals and the Brisbane Airport. Travel on the shuttle bus is subject to availability and at cost.
10. Car Parking
Off-street parking is available at both Isla House Greenslopes and Isla House PA to current guests of Isla House only. Vehicles are only permitted to be parked in designated parking spaces. Parking spaces are strictly available on a first-in first-serve basis. Free on-street parking for Isla House Greenslopes is available on Bunya Street. On-street parking outside Isla House PA is metered.
At Isla House Greenslopes and Isla House PA, rooms are serviced weekly from the date of check in. If extra towels or linen is required, you may help yourself to the linen cupboards or notify us for additional assistance.
12. Noise and Behaviour
The majority of our guests are outpatients visiting hospital or have loved ones staying as inpatients. We therefore respectfully request that all guests are considerate and mindful of other guests and our neighbours. This includes limiting noise after 9.00pm and before 6.00am. Offensive, illegal, improper, antisocial and/or unruly behaviours, including but not limited towards guests, visitors and property, will not be tolerated and will be dealt with accordingly at the discretion of management.
Guests are responsible for the conduct and behaviour of their visitors. Visitors must vacate by 9.00pm. Please limit noise to a minimum where possible and adhere to our strict no party rule.
At both Isla House Greenslopes and Isla House PA there is strictly no smoking or vaping indoors and near guests rooms, including balconies. Dedicated smoking areas have been provided.
At Isla House children must be supervised and attended to at all times by a responsible parent or legal guardian. Special requirements for infants, such as cots, are the responsibility of guests. If a person at Isla House is under the age of 18 and are not accompanied by a responsible parent or legal guardian, Isla House will immediately cancel the guests booking, with the applicable Booking Cancellation condition occurring.
16. Check Out
Check out time is before 10.00am. Later check out times may be possible subject to availability and cost. Please confirm the night before or on the morning of check out.
To the extent permitted by law, any amount paid by you to Isla House for your booking is non-refundable unless stated otherwise in these Terms and Conditions or on the conditions of your booking covered by these Terms and Conditions or as stated through an external booking agent’s Terms and Conditions.
18. Lost Property
Isla House is only required to hold lost property left behind by a guest for 1 month before the belongings are disposed of. Isla House will notify the guest as soon as possible when belongings are left behind. Claiming lost property is at the responsibility of the owner of the lost property, and they must claim these belongings as soon as possible and at their cost.
Whilst all care is taken to ensure lost property is stored until owners claim their belongings, Isla House accepts no responsibility to the extent permitted by law for any losses, damages, theft or destruction occurring to lost property.