Terms and conditions

At Hotel Sorrento we recognise and respect your privacy, and this helps you identify how we manage your personal information. We are committed to and bound by the National Privacy Principles as set out in the Privacy Act 1988.

Hotel Sorrento Accommodation Terms and Conditions:

Cancellation Policy: Cancellations seven or more days prior to booking will receive a full refund. Changes or cancellations made within 7 days of the arrival date will receive 50% cancellation fee. Changes or cancellations within 48 hours will receive 100% cancellation fee. 

COVID Cancellation Policy: Cancellations caused by Government announcements Imposing state lockdowns or travel restrictions, will not be charged with any form of cancellation fees. The total cost of your booking will be credited to your account for future use with no expiry date. You are welcome to contact us at any stage advising of when you would like to re-book using your credit. In the event you cannot re-book and must cancel altogether, we can arrange a full refund excluding the transaction fees.

Our non-refundable period: This is between 24 December through to 11 January for each year. Reservations cannot be cancelled or modified once the booking is made. Any cancellations will incur full charge of the accommodation cost.

Credit card surcharge: A surcharge of 1.4% applies when making any payments with Visa and Mastercard, 1.85% for American Express.

No show policy: Failure to arrive on the date specified will result in the cancellation of your booking and will incur a charge equal to the booking’s accommodation cost.

Additional person charges: Maximum occupancy of each room is two (2) adults.

Party Policy: Hotel Sorrento has a zero-tolerance policy on parties being held in the rooms.  

Damages: Every registered guest is personally liable for all charges and remain liable for all damages of the room or property therein, or any discrepancies during their stay, due to actions of themselves or their guests.

Smoking policy: Hotel Sorrento accommodation is 100% smoke-free.

Pets: Hotel Sorrento has a strict no-pet policy.

Arrival/Departure: Check-in time is from 3 pm. Check-out is no later than 10 am.

Parking: Our On the Hill Studios and Garden Rooms include one carpark per room.  Heritage Room bookings are not supplied with allocated parking.