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FAQs

  • What Is My Check-In & Check-Out Time?
    Check-in is from 3pm, and check-out time is 10am.
    If you would like to request checking in or out outside of these times, please get in touch with our Guest Services team who will do their best to accommodate your request.

  • Do You Offer Breakfast?
    Breakfast is served daily in the Dining Room from 7am to 10am 

  • How Do I Get Poolside Access?
    Poolside is strictly for in-house guests, over 16 years of age
  • Do You Offer Parking At The Venue?
    Guest car parking is subject to availability. Please enquire with Guest Services whether a car space is available for your booking.
    If not, there is free all day parking on Hotham Rd, Austin Avenue & Sorrento Park
  • What Are Reception Opening Hours?
    Sunday – Thursday – 8am – 7pm
    Friday & Saturday – 8am – 8pm
  • What Is Your Smoking Policy?
    Our venue is 100% smoke free.
  • Do Your Rooms Offer A Mini Bar?
    All rooms include a selection of local beverages and delicious snacks available for purchase during your stay.
  • How Many People Can I Have In My Room?
    Each room can accommodate a maximum of two guests.
  • Are Children Welcome In Accommodation?
    Our Accommodation caters for 16 years and over. Children are always welcome in our Restaurant and before 5pm in our Bars, and an adult must accompany all children.
  • Is There A Gymnasium Onsite?
    Access is provided to Recreation Sorrento for all hotel guests at a small cost. Please contact Guest Services regarding admission.
  • Am I allowed To Bring My Pets?
    Pets are not permitted in any Hotel rooms or Restaurant. Guests are welcome enjoy the outdoor lawn with their pets until 5pm.
  • What Are The Pool Opening Hours?
    In house guests only 7am – late.
  • What Is The Cancellation Policy For Accommodation?
    Standard Rate (50% Deposit Paid)

    • Cancellations made 14 or more days prior to the scheduled arrival date, will receive a full refund of the amount paid at time of booking.
    • Cancellations or changes made within 7 – 13 days prior to the scheduled arrival date, will incur a cancellation fee of 50% of the deposit paid.
    • Cancellations or changes made within 4 – 7 days prior to the scheduled arrival date, will incur a cancellation fee of 100% of the deposit paid.
    • Cancellations made within 3 days of the arrival date, will be charged a 100% cancellation fee based on the total reservation amount.
    • In the event of a no-show on the arrival date, a 100% cancellation fee based on the full reservation amount will be charged, and the room released.

    Non-refundable period  ( December 18 – January 31 ) 

    • Cancellations made 21 days prior to the scheduled arrival date will receive a full refund of the amount paid at the time of reservation.
    • Cancellations made within 21 days of the scheduled arrival date will be charged a 100% cancellation fee based on the amount paid at the time of reservation.

    Groups – 5 or More Rooms

    • Cancellations made 28 or more days prior to the scheduled arrival date, will receive a full refund of the amount paid at time of booking.
    • Cancellations or changes made within 14 to 27 days prior to the scheduled arrival date, will be charged a 50% cancellation fee based on the total reservation amount.
    • Cancellations made within 13 days of the arrival date, will be charged a 100% cancellation fee based on the total reservation amount.
    • In the event of a no-show on the arrival date, a 100% cancellation fee based on the full reservation amount will be charged, and the room released. 
    • Cancellations made 28 or more days prior to the scheduled arrival date, will receive a full refund of the amount paid at time of booking.

  • What Is The Cancellation Policy For The Dining Room
    During peak periods cancellations within 24 hours will incur a $30 p/person cancellation fee.

  • What Is The Opening Hours?
    Front Bar – 11am – Late – 7 days a week
    Dining Room – 12pm – Late – 7 days a week
    Shihuishi – Thursday – Saturday 5pm – Late – Sunday – 12pm – 3pm
    *Saturday – bottomless brunch 12pm – 3pm 

  • What Is Your Dress Code?
    No tracksuit pants, beanies, costumes, or attire likely offend others. Thongs are also prohibited after 6pm.
    Management has the right to refuse entry of anyone at any time.

  • How Do I Get To The Venue?
    Hotel Sorrento is accessible by car, ferry, boat or helicopter. Local transport services are also available.

    Click here to find us.

  • How Do I Contact Marketing & Partnerships?
    At Hotel Sorrento, we value partnerships and collaborations that enhance our guest experience. For all opportunities, please contact hotel@hotelsorrento.com.au

  • Does The Venue Offer Wheelchair Access?
    The Hotel offers wheelchair access. Please contact Guest Services regarding the most suitable entry path.

  • What Is The Smoking Policy?
    Our venue is 100% smoke free.

If you have any further questions, please do not hesitate to reach out to a member of our friendly team.

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