Refund & Cancellation Policy
How cancellations, refunds and changes actually work for rooms, packages, spa bookings and events — the plain version.
If something's ambiguous, the confirmation email you received at booking is the version that counts.
Rooms
Flexible rates: free cancellation to 48 hours before arrival (72 for suites), refunded in full to the original card within 5–10 business days. Saver rates: prepaid, non-refundable — that's why they're cheaper. No-shows: first night charged, rest released.
Packages
Casino and spa packages follow the room's cancellation window. Unused inclusions (gaming credit, spa slots, dining credit) aren't refundable after checkout — use them or lose them, basically.
Spa & leisure
Treatments reschedule free up to 24 hours ahead; inside 24 hours it's 50%, no-shows are 50% too — the therapist's time was held for you. Day passes are non-refundable but transferable to another date with a call before 9 am.
Events & weddings
Deposits are non-refundable because we turn other bookings away. Sliding scale: 90+ days out — 50% of package returned; inside 90 days — quoted per contract. Date changes are treated more kindly than cancellations, always.
How refunds arrive
Back to the original payment method, 5–10 business days after approval. Card refunds sometimes show faster — that's your bank, not us.
Disputes
Think we got it wrong? Write to osteriahotel@gmail.com marked 'Refund query' with your booking reference — a human reads every one.
Questions about this page?
Our team answers policy questions the same way as booking ones — quickly and in plain language.
- +61755249699
- osteriahotel@gmail.com
- Banora Point NSW 2486