Hotel Policies | Mercure Penrith
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Hotel Policies

Mercure Penrith (the hotel) reserves the right to update, amend or retract the below information at any time without notice.

Hotel Management and authorised designates are encouraged to uphold and maintain the below information at all times.

Check in Policy

The following conditions apply to all bookings at Mercure Penrith.

CHECK IN TIME:                From 2:00pm

CHECK OUT TIME:            11:00am

 

CHECK IN REQUIREMENTS:

Hotel registration and check in is available only to guests who are not prohibited from entering the hotel, are 18 years of age or over, and are recorded on the reservation at the time of booking. A valid form of photo identification acceptable to Hotel Management must be supplied in order to process your check-in.

Acceptable photographic Identification Documents:

  • a valid and current Australian state or territory or New Zealand driver’s license;
  • a valid and current Australian or foreign passport;
  • a valid and current Australian state or territory or New Zealand learner’s permit;
  • a valid and current Australian state or territory Photo Card or Proof of Age card; or
  • a valid and current Australian ImmiCard.

 

PAYMENT REQUIREMENTS

Payment in full is required for all accommodation upon check in (if not prepaid in advance).

If you are settling your account with any debit or credit card, please note that a card surcharge fee will apply.

 

Please note, EFTPOS Savings or Cheque transactions do not carry this fee. 

 

Credit cards issued by foreign banks have the option of settling payments in a currency other than Australian Dollars via Dynamic Currency Conversion. Please note that this facility is provided by our merchant processor, Global Blue. Exchange rates are set externally by them and may include service fees to utilise this facility, which the hotel has no control over. Should you wish to avoid these fees, please ensure payment in done in your home currency.

 

Any guests who select to pay cash for their stay will be required to pay for the stay in full and provide an additional $200.00 cash for incidentals on check in.  The additional deposit will be refunded on check out following an inspection of the guest room and all incidentals are settled.

 

All guests are personally liable for all charges made by any person to the room account (regardless of whether such charges are made during the hotel stay or expressly authorised by the guest recorded on the reservation) and for any damage to the room and associated hotel facilities caused by the guest or any person using the room and associated hotel facilities with the consent of the guest.

 

 

 

Upgrade Policy

Room upgrades are subject to availability at the time of check-in.

 

  • Complimentary upgrades, where applicable, are offered at the Hotel’s discretion.
  • Paid upgrades may be requested prior to arrival or at check-in, subject to availability.
  • Upgrades are confirmed per stay and may not apply for the full duration if room availability changes.
  • Please note that a complimentary upgrade to a Club Room does not include Club Lounge access or benefits.
  • The Hotel reserves the right to allocate room types in accordance with operational requirements.

 

 

Rollaway Bed Policy, Pricing and Availability

 

Rollaway beds are available in selected room categories only and are subject to availability at the time of request.

 

  • A maximum of one rollaway bed is permitted per room, subject to room type and capacity restrictions.
  • Rollaway beds are suitable for one additional guest only.
  • Requests must be made prior to arrival and cannot be guaranteed on the day of check-in.
  • Rollaway beds are not available in all room types due to space and safety requirements.
  • The Hotel’s children policy applies only when using existing bedding. Rollaway beds are not included under the children policy.
     

PRICING

  • Rollaway beds are charged at AUD $45 per night, subject to availability.
  • Pricing is subject to change without notice and will be confirmed at the time of booking or prior to arrival.

 

 

 

Incidental Fees Policy

Guests are responsible for maintaining the condition of their accommodation and associated Hotel facilities throughout their stay.

 

An incidental pre-authorisation may be required at check-in to cover any additional charges incurred during the stay.

 

Incidental fees may be charged where there is evidence of damage, loss, excessive cleaning or breach of hotel policies by the guest, or by any person using the room with the guest’s consent.


SMOKING POLICY

Mercure Penrith is a 100% non-smoking property. Smoking is not permitted in guest rooms, balconies, bathrooms, corridors, public areas or any other indoor or outdoor areas of the Hotel. This includes cigarettes, cigars, pipes, e-cigarettes and vaping devices.

 

If smoking is detected, a cleaning fee will be applied to cover specialised cleaning and restoration costs:

  • Standard and Superior Rooms: AUD $350
  • Family Rooms & Spa Suite: AUD $500

 

Additional charges may apply where damage or loss of revenue occurs. Should the fire alarm be activated and necessitates the callout of the NSW Fire Brigade, the callout fee of the Brigade will be passed on to your room account. Charges are determined by Fire and Rescue NSW, and may exceed $2,000. As the charge is retrieved by the NSW Government, we will provide your details directly to the relevant government collections agency in the case of non-compliance/payment.

 

DAMAGES TO GUEST ROOM

Guests will be held financially responsible for any damage, loss or excessive soiling to guest rooms, furnishings, fittings, fixtures or Hotel property caused by the guest or any person using the room with the guest’s consent.

 

Charges may include:

  • Repair or replacement of damaged items
  • Additional cleaning or restoration
  • Loss of revenue where the room is taken out of service

Charges will be assessed based on the extent of damage and the associated costs.

 

Mercure Penrith reserves the right to take further action where damage or policy breaches are intentional, excessive or recurring.

 

 

 

Loyalty Benefits Policy

Mercure Penrith recognises eligible loyalty benefits in accordance with the applicable ALL Accor membership terms and conditions.

 

ENJOING LOYALTY BENEFITS

  • Guests must ensure their valid ALL Accor membership number is added to the reservation prior to arrival. Please note that membership is strictly personal, and is not transferable in any circumstances.
  • Should membership benefits be extended to any third party, the hotel reserves the right to revoke benefits at any time, or escalate the matter to the Accor Live Limitless loyalty compliance team for review.
  • Where a difference in rate applies due to membership removal, the third party will be responsible in settling any difference of rate due to revocation of certain membership benefits; particularly, ALL Member Rate, Points Redeemed, ALL+ Explorer Stay Plus night or Suite Night Upgrade certificate applied. In this case, the member accepts the complete loss of redeemed benefit due to program non-compliance.
  • Benefits are applicable only to qualifying bookings made directly through approved Accor channels.
  • Benefits are subject to availability and may vary by room type, date, and hotel occupancy.
  • Complimentary breakfast inclusion for entitled membership levels is limited to the member plus one guest per day.  This is due to the restaurant providing breakfast being a Third-Party Supplier.  This benefit is subject to availability and may be removed or amended at any time.
     

NON-ARRIVAL / NO SHOW

  • If a guest does not arrive on the confirmed arrival date, all associated loyalty benefits will be forfeited.
  • Points, Status Night Credits, upgrades, and on-property benefits will not be honoured for no-show reservations.
  • Cancellation and no-show penalties apply in line with the booked rate conditions.

 

 

 

Loyalty Points and Upgrade Benefits
 

POINTS REDEMPTION

  • Loyalty reward points may be redeemed for eligible stays and services in accordance with the ALL Accor programme terms and conditions.
  • Redemptions must be completed prior to arrival unless otherwise advised. Points cannot be redeemed retrospectively once a stay has commenced or concluded, except for cases of utilising points for incidental spend or eligible burn at the hotel, which are subject to prevailing rate conditions.
     

ROOM UPGRADE BENEFITS

  • Room upgrade benefits are subject to availability and confirmation by the Hotel.
  • Upgrade requests may be confirmed prior to arrival or on the day of check-in.
  • If an upgrade benefit cannot be honoured due to availability or operational requirements, the original booked room type will apply.
  • Upgrades only apply, subject to availability, at the point of arrival. No mid-stay upgrades are possible, even in the case of change of availability. 
     

DINING BENEFITS

  • Dining benefits do not apply while staying at Mercure Penrith.

 

 

 

Parking Policy

Hotel guest parking is located around the hotel premises and is available complimentary for all guests and is subject to availability.  Parking cannot be booked or reserved prior to arrival.

 

 

 

Guest Conduct, Behaviour and Commitment to Inclusion

 

Mercure Penrith is committed to providing the highest quality of service within a safe, respectful and inclusive environment for all guests, visitors and team members.

 

Our team strives to create a warm and welcoming experience for every guest, and in return kindly requests the same courtesy, respect and consideration throughout your stay.

 

COMMITMENT TO INCLUSION

Mercure Penrith is committed to fostering an environment that is inclusive, accessible and free from discrimination. All guests and team members are treated with dignity and respect, regardless of background, identity, ability, culture, religion, gender, sexual orientation or any other personal characteristic.

 

Discriminatory language, behaviour or conduct will not be tolerated.

 

ZERO TOLERANCE POLICY

The Hotel maintains a zero-tolerance approach to behaviour that is offensive, abusive, intimidating, threatening or aggressive in nature.

 

Where necessary, Hotel Management reserves the right to take appropriate action to protect the wellbeing, safety and dignity of team members, guests and visitors. This may include requesting an individual to leave the premises or contacting relevant authorities.

 

Failure to comply with this policy may result in refusal of service, eviction without refund, or further action as deemed appropriate by Hotel Management.

 

DRESS CODE POLICY

For the comfort and enjoyment of all guests, hotel slippers and bathrobes are not permitted to be worn in public areas or dining venues at Mercure Penrith.

 

Guests are requested to be appropriately dressed at all times when accessing public spaces and food and beverage outlets. Guests must wear shoes in public areas at all times.

 

Third-Party Behaviour Policy

Guests are responsible for the behaviour of any third parties invited onto hotel premises.

  • All visitors must comply with hotel policies, safety requirements, and local regulations.
  • Children must remain under the supervision and care of a responsible adult at all times. The hotel accepts no liability for harm or injury of the child when not in direct supervision or care of a responsible adult.
  • Guests are limited to two additional visitors to a guest’s room in addition to the number of guests booked on the reservation.
  • Mercure Penrith does not accommodate parties or events in guest rooms or public spaces. All parties and events will be shut down immediately.
  • The Hotel reserves the right to refuse entry or request the departure without refund of any third party whose behaviour is deemed abusive, disruptive, unsafe, or inappropriate.
  • Registered guests may be held financially responsible for any damage, disturbance, or additional charges incurred by third parties.

 

 

 

Restaurant and Bars Third-Party Policy

  • Venue policies, operating hours, menus, and reservations are subject to change without notice.
  • Charges incurred at dining and drinking venues may be billed to the guest room where applicable, subject to venue approval.
  • A discretionary service fee may be applied at selected venues in accordance with its policies.
  • Panthers Penrith Leagues Club may at any time close access to the club areas without notice and this is beyond the control of Mercure Penrith.
  • Guests must sign-in on arrival to the Panthers Penrith Leagues Club and must abide by the club rules and regulations.

 

 

Swimming Pool and Gym Policy

Mercure Penrith offers a Swimming Pool and Gym for complimentary guest use. Guests are expected to use these areas respectfully and to ensure their behaviour while enjoying these facilities does not impact other guests.

 

  • Guests 16 and under must be accompanied by an adult at all times when using the pool or gym areas. Any children 16 and under identified in these areas without adult supervision will be asked to leave by hotel management.
  • Glass is not permitted in the Swimming Pool and Gym areas.
  • Food and Alcohol is not permitted in the Gym area.
  • Any guests displaying inappropriate or disorderly behaviour or are disturbing other guests in these areas will be asked to leave by hotel management.

 

 

Safety and Security Policy

Guests are not permitted to bring illegal, dangerous, explosive, flammable or hazardous items onto hotel premises.

 

The Hotel reserves the right to inspect bags, parcels or other belongings prior to entry, during a stay, and to refuse entry of any item deemed unsafe or inappropriate.

 

Guests are responsible for the security of their personal belongings at all times. Valuables should be secured in the in-room safe. Learn More about the Fair-Trading Act, Schedule 7

 

Unattended items may be managed or removed by the Hotel where necessary for safety reasons.

 

For the safety of all guests:

  • Running, climbing railings or engaging in unsafe activity is not permitted
  • Wheeled recreational devices (including skateboards, scooters and inline skates) are not permitted
  • Remote-controlled devices, toys, kites and sporting activities are not permitted
     

Mobility aids for guests with disabilities, manual wheelchairs, approved powered mobility devices and strollers are permitted.

 

Blocking entrances, exits, lifts, corridors or public thoroughfares is not permitted. Guests must comply with all reasonable instructions provided by hotel team members.

 

 

Surveillance Policy

Mercure Penrith may photograph, film, videotape and/or record within hotel premises for security, safety, operational or legal purposes.

 

By entering the Hotel, guests acknowledge and consent to such recording for legitimate business, safety and compliance purposes.

 

 

Pet Policy

Pets are permitted at Mercure Penrith with prior arrangement with the hotel. Additional charges do apply. Please contact the hotel team on 02 4721 7700 to make arrangements.

 

Certified assistance animals are permitted in accordance with applicable legislation.