Guest Policy

Terms & Conditions

ABN 83 005 891 252  ·  398 Melrose Drive, Tullamarine VIC 3043

Last updated: August 2026

1.Reservations & Confirmation

A booking is confirmed once you receive a written confirmation (email or booking reference) from Ciloms Airport Lodge and a valid payment method has been provided. Room allocation is subject to availability at the time of booking.

All guests must be at least 18 years of age at the time of check-in. Valid government-issued photo identification is required upon arrival.

2.Rates & Pricing

All rates are quoted in Australian dollars and are inclusive of GST unless otherwise stated. Rates do not include additional services such as meals, parking, transfers, or incidentals unless specifically included in your booking confirmation.

Rates are subject to change without notice. The rate applicable to your stay is the rate confirmed at the time of booking.

3.Cancellation Policy

We require a minimum of 24 hours’ notice prior to the scheduled arrival date for any booking cancellation. Cancellations made with less than 24 hours’ notice, or failure to arrive (no-show), will incur a charge equivalent to one night’s accommodation for each room booked. This charge will be applied to the credit card provided at the time of booking.

Group bookings are subject to separate cancellation terms which will be communicated at the time of reservation. Please contact our reservations team for details.

Prepaid or non-refundable bookings are not eligible for cancellation, amendment, or refund unless otherwise stated in the booking confirmation.

4.Check-In & Check-Out

Early check-in and late check-out are subject to availability and may incur additional charges. Guests who have not checked out by the designated time may be charged for an additional night’s accommodation.

5.Payment

We accept Cash, Mastercard, Visa, American Express, Diners Club, EFTPOS, and JCB. A valid credit or debit card is required at check-in for pre-authorisation purposes. Pre-authorisation amounts cover the cost of accommodation plus an allowance for incidentals and will be released by your bank in accordance with their processing times (typically 3–10 business days after check-out).

All outstanding charges must be settled upon check-out. Ciloms Airport Lodge reserves the right to charge the credit card on file for any unpaid charges incurred during the stay.

6.Guest Conduct & House Rules

Guests are expected to behave in a manner that is respectful of other guests and staff. Ciloms Airport Lodge reserves the right to refuse service or remove any guest whose conduct is deemed disruptive, offensive, or in breach of these terms. In such circumstances, no refund will be provided.

Quiet hours apply between 10:00 PM and 7:00 AM to ensure the comfort of all guests.

Pets are not permitted on the property unless prior written approval has been obtained and any applicable pet fees have been paid.

7.Smoking Policy

Ciloms Airport Lodge is a strictly non-smoking facility. Smoking is not permitted in any room or enclosed area.

8.Damage & Liability

Guests are responsible for any damage caused to the room, furnishings, or hotel property during their stay. Ciloms Airport Lodge reserves the right to charge the credit card on file for the cost of repair or replacement.

Ciloms Airport Lodge accepts no liability for the loss, theft, or damage of guests’ personal belongings, vehicles, or their contents while on the property.

To the maximum extent permitted by law, Ciloms Airport Lodge’s liability for any claim arising from your stay is limited to the total accommodation charges paid. Nothing in these terms excludes or limits any rights you may have under the Australian Consumer Law.

9.Force Majeure

Ciloms Airport Lodge shall not be liable for any failure to perform its obligations where such failure results from circumstances beyond its reasonable control, including but not limited to natural disasters, pandemics, government restrictions, industrial action, or utility failures. In such circumstances, we will offer alternative dates or a full refund where possible.

10.Internet & Wi-Fi

Complimentary Wi-Fi is provided for guest convenience. Ciloms Airport Lodge does not guarantee uninterrupted or fault-free internet service and accepts no liability for connection speed, availability, data loss, or security breaches arising from use of the network. Guests are responsible for ensuring their own devices are adequately protected.

11.Privacy

Ciloms Airport Lodge collects personal information as required to process your booking and manage your stay. Your information is handled in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy.

CCTV cameras are in operation in common areas of the property for the safety and security of guests and staff. Footage is stored securely and accessed only as required for security purposes or by law enforcement upon lawful request.

We may use your contact details to send you information about offers and services from Ciloms Airport Lodge. You may opt out of marketing communications at any time by contacting reception or using the unsubscribe link in any email.

12.Third-Party Bookings & OTAs

Bookings made through third-party platforms (such as Booking.com, Expedia, or Airbnb) are subject to the terms and conditions of those platforms in addition to these terms. In the event of a conflict, the terms of the third-party platform apply to the extent of the booking and payment, while these terms apply to your conduct and stay at the property.

13.Governing Law

These terms and conditions are governed by the laws of the State of Victoria, Australia. Any dispute arising from your booking or stay shall be subject to the non-exclusive jurisdiction of the courts of Victoria.