Terms and Conditions


Guests booking from one to four rooms with The Louise in a single transaction are advised that the following policies govern the terms and conditions for bookings, amendments and cancellations and other provisions of the implied agreement for accommodation and dining services associated with these bookings. (Other policies apply to group bookings of more than four rooms. Contact The Louise for these terms and conditions.)


Accommodation rates are per suite per night and are for one or two adults sharing a king bed, with the exception of the Two Bedroom Marananga Suite, where a second bedroom and bathroom offer occupancy for up to four adults. Each of the Marananga Suites and the Two Bedroom Marananga Suite may be configured with twin single beds instead of a king bed on request. There are no provisions for extra adults in any suites. Facilities are not provided for children under the age of 10 years old, nor for pets other than certified guide dogs. The minimum guest age is ten years, and the property does not make exceptions to this policy, except in the case of a full property buyout.


All bookings are based on availability at the time the booking is confirmed. A confirmation notice will be produced and sent to the booking party when the booking is confirmed. It is the booking party’s responsibility to review the confirmation notice and to promptly advise The Louise if there is any discrepancy between the hospitality services expected, prices, dates, identification and contact information for the guests versus those stated on the confirmation notice. The property closes for its annual shutdown for four weeks during the winter (for precise dates of this closure, contact The Louise).


Minimum Stay Two Night


Maximum Number of Rooms Four (contact the property for group sales for more rooms)


Guarantee The booking must be guaranteed with a credit card with validity through the departure date.


Deposit All bookings require full prepayment one month prior to arrival.


Method of Payment The deposit may be paid by authorizing the property to charge the deposit amount to the guest’s credit card or by requesting deposit instructions and making a direct bank transfer.


Cancellations A booking may be cancelled by sending an e-mail cancellation request at least one month before the arrival date directly to The Louise, in which case the booking will be cancelled and the deposit will be refunded without incurring a cancellation fee. Any request to cancel a booking received less than one month prior to arrival will result in the deposit being applied to a cancellation fee which will be equal to the value of the entire stay and any dining, touring or other services that have been pre-booked.


Amendments For amendment requests received before one month prior to arrival, amendments will be granted, subject to availability and agreement to adjust the rate to the then-current room rate with the application of the deposit to the new booking. If a request to amend the stay is received after one month prior to arrival, the amendment request will be treated as a cancellation and the entire deposit will be retained as a cancellation fee.


No-show Policy A failure to check-in on the confirmed arrival day results in forfeit of entire deposit as a no-show fee, with no refund.


Early Departure A request to amend the departure date to a day earlier than the confirmed departure day, if received within one month of arrival or while checked-in will result in an early departure fee being due, equal to the value of the room nights and other confirmed services not consumed.


Rates are quoted in Australian dollars and include 10% GST (Australian government imposed goods and services taxes). Should the government or any other jurisdiction with authority modify this tax rate or impose additional or other applicable taxes or incremental applicable fees after the booking date and before departure, the then-current tax rate(s) and/or fees at the time of the stay shall apply and the charge for the services provided shall be adjusted to reflect the new rates, fees and/or taxes imposed.


All bookings include overnight accommodation and breakfast.


The property's signature restaurant Appellation offers casually elegant regional dining. As this popular and intimate restaurant is often fully booked, guests are encouraged to place a dinner booking at the time of booking their accommodation in order to secure a confirmed table. Guests arriving at The Louise without having pre-booked dinner may discover that the restaurant is quite fully booked, and may be required to accept an early or late seating time. In some cases, the restaurant may be so fully booked that guests arriving without a dining reservation will be unable to dine at Appellation.


Guests are advised that bookings in Appellation are required to be guaranteed. For guests not staying at The Louise, a credit card for guarantee is required before a table confirmation will be issued. For guests staying at The Louise, this guarantee is automatically extended to the account of the guest, without requiring a separate form of guarantee with the restaurant.


Guests should note that cancelling a confirmed and guaranteed reservation with Appellation after 5pm on the day prior to dining incurs a $50 per person cancellation fee. The situation of a no-show incurs a $100 per person fee. These fees will be added to the guest’s account and must be settled with The Louise on check-out, or in case the guest is a no-show or late cancellation to both the accommodation and restaurant, these fees will be added to the accommodation fees payable. For guests not staying at The Louise, cancellation or no-show fees will be charged to the credit card held for guarantee.


For guests pre-booking dinner in Appellation with a Dine+Stay package or Short Break package, the package price includes a predetermined amount that will be applied to the cost of dinner in the restaurant on one night only. This allowance may be applied to any choices of food or beverage. The balance of the dining bill may be charged to the guests’ room account for settlement at check-out. If the full amount of the allowance is not used, it is not applicable for other uses such as boutique purchases, touring or purchasing gift vouchers.


Check-in time for guest rooms at The Louise is between 2pm and 7pm on the day of arrival. Guests arriving before 2pm may deposit luggage with The Louise and enjoy the property’s facilities or tour in the local area until their room becomes available at 2pm. Guests expecting to arrive after 7pm must contact the property not later than 5pm on the arrival day to arrange for a late check-in. Guests whose arrival is delayed past 9pm on the arrival day must contact the property not later than 5pm to arrange for a staff member to be available after hours to assist with check-in.


Check-out is prior to 10am on the day of departure. Check-out at a later time may be possible, but only when pre-arranged and when the specific suite is not required to be available for the arrival of the next party.


The Louise is a non-smoking property. This applies to all interior spaces including guest rooms. Guests are welcome to smoke on the private outdoor terrace of their suite. Guests also acknowledge that the presence of any pet (other than a certified guide dog) in a guest room will result in The Louise incurring special and unexpected cleaning costs before the room can be used by another party. Therefore, at check-in, guests are required to acknowledge these policies and are advised of a $250 cleaning charge that will be applied to their account if they do smoke in the interior of their suite or allow a pet in their suite. It is the sole right of The Louise to determine evidence of smoking or the presence of a pet. If the cleaning of the suite results in the property being unable to accommodate a confirmed guest that otherwise would have been housed in the suite being cleaned, a loss of use fee equal to the published nightly rate at the Best Available Rate for one night for that suite will be charged in addition to the cleaning fee.


In the unlikely event that The Louise is unable to provide the services booked, the responsibility of The Louise to the booking party will be limited to refund of those payments received from or on behalf of the guest related directly to the unavailable services, if the reason for the inability to provide the services is due to a factor out of the control of The Louise (such as, but not limited to, an act of nature, damage or destruction of the property, interruption of utility services or labour dispute). The Louise does not intentionally overbook, but in the event that an error or other fault within the control and responsibility of The Louise prevents the provision of services booked, The Louise will refund all payments received from the booking party and will use its best efforts to secure the closest comparable services then available in the locality for the guests at its own cost. This will apply for only those nights in which The Louise is unable to provide the booked services.


The Louise reserves the right to alter any of these terms and conditions at any time without notice, other than for confirmed bookings, where the terms and conditions in effect at the time of booking shall apply unless The Louise delivers notice of the changed provisions to the booking party more than two days prior to arrival date.