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    FAQ

    COVID-19: What measures are you taking to ensure the health and safety of your staff and quests?

    We are constantly evolving our offering to increase the level of health and safety for our guests and staff, so you may notice some changes during your stay. It is always our aim to ensure the highest level of service standards so if there is anything we can do to make your stay more comfortable please let us know or click.

    https://www.frasershospitality.com/covid-19-update.html

    COVID-19: Can I cancel or amend my reservation that was booked directly via your website?

    We have instituted a series of cancellation and postponement policies to ensure that you benefit from it.

    New reservations (for bookings made between now till 30 June 2020):
    • Full waiver/cancellation of any stays (14 days or less) before 30 June 2020
    • Cancellation must be made at least 24 hours to arrival date. Any changes to existing reservations will be subject to availability and rate differences.

    Existing reservations (including pre-payment and advance purchase rates)
    • Full waiver/cancellation of any stays (14 days or less) before 30 June 2020
    • For stays beyond 30 June, you can choose to postpone your stay or request for a cancellation (subject to terms & conditions).

    As policies may vary from time to time due to changes in local government regulations and travel restrictions, please contact the property in question directly or visit their FAQ page.

    COVID-19: Can I cancel my reservation that was booked via third-party or online travel agents?

    Bookings made via third-party or online travel agents should be referred to the booking vendor directly for more information on their cancellations / amendments policies.

    COVID-19: Are you accepting new reservations / check ins

    We are currently accepting new reservations and welcome all guests in accordance to local regulations and recommendations. 

    Our Reservation Team will be in touch with all guests that have an upcoming reservation. Due to the developing situation of COVID-19 and its uncertainties, we will work alongside you to allay any concerns you may have with regards to your reservation. To find out more, please contact us at reservations.perth@frasershospitality.com

    COVID-19: Is your property being block-booked by the government / used as quarantine facilities?

    Fraser Suites Perth is not being used as a quarantine facility. Frasers Hospitality is continuously monitoring the situation and remains in direct contact with the local government to ensure that communication remains open and the most relevant information given to our guests and staff is up-to-date.

    COVID-19: Has Frasers Hospitality been awarded with any Hygiene Accreditation?

    At Frasers Hospitality, we have painstakingly and methodically implemented requirements above and beyond what is mandated by the WHO and relevant authorities. All of our properties, in their respective regions, are working towards achieving the necessary accreditation set out by the local authorities.

    COVID-19: What are the sanitation routines and policies in place now due to Covid-19?

    We are actively monitoring the Centers for Disease Control and Prevention and World Health Organisation for the latest policies. All our properties have heightened their preventive measures and our staff are well-informed to assist guests to ease any anxieties. This includes, but not limited to:

    • Intensified cleaning and sanitizing of public spaces and facilities
    • Clear and instructional guides/poster placed throughout to facilitate safe distancing requirements
    • Contactless payment options made available
    • Availability of masks, sanitizers and thermometers
    • Daily security and temperature checks of staff and guests
    • Alternative arrangements for food and beverage
    • 24/7 management support team to implement any additional and immediate measures recommended by health authorities

    COVID-19: Are there screening measures in place for guests and staff?

    Anyone (guests, staff, visitors and vendors alike) entering the property premises will have to undergo temperature screening and adhere to stringent safe distancing measures in place. 

    COVID-19: What happens if another guest within the property is infected with Covid-19 during my stay?

    We have instituted a stringent set of protocols and precautionary measures to ensure that you remain safe at all times. All of our staff are also well equipped and trained to handle such situations. We constantly remind all guests and staff to remain vigilant, practice good hygiene, and to immediately seek immediate medical attention if they are feeling unwell. Please be assured that our team is always on ground to offer the necessary assistance in times of crisis or uncertainties.

    COVID-19: Are the hotel facilities open for usage?

    As we adhere to safe distancing directives set out by the relevant authorities, our on-site recreational facilities such as Swimming Pool and Gym are now open with strict hygiene protocols. 

    In the interest of health and safety, the showers and sauna facilities will remain closed at the moment. Heirloom Restaurant will also remain closed, however dine-in options are available for Breakfast, Lunch and Dinner in The Lobby Bar. 

    In common public areas such as the Lobby, minimal gatherings and interactions are encouraged. 

    Safe distancing signage is in place for facilities that remain open which all guests are reminded to adher to. For more enquiries on facilities and operational hours, please contact the property or visit the website for more information.

    COVID-19: Will Food & Beverage services be available? How will they be handled?

    Heirloom Restaurant will be closed for breakfast & dinner service until further notice. Guests will be able to order food and beverages through our 24-hour room service, which will be delivered in takeaway containers. 

    The Lobby Bar is now open for takeaway food & coffee with restricted dine-in services. 

    In line with the WA Government's COVID-19 WA Roadmap, The Lobby Bar will be operating with the following restrictions: 

    • Designated areas for ordering and awaiting takeaway collection.
    • Limited capacity to 22 dine-in patrons.
    • Strict seating arrangement with only 2 patrons per table.
    • All service staff have completed the mandatory AHA Hospitality & Tourism COVID-19 Hygiene Course.

    Please note that all dine-in visitors are required to complete a declaration form prior to service.

    Facilities and services

    Where can I find the best rates?

    The best rates available on the internet can be found at https://perth.frasershospitality.com/en. Don't forget to check out https://perth.frasershospitality.com/en/offers.html to take advantage of the best deals. If you require further assistance, please feel free to contact us at reservations.perth@frasershospitality.com or +61 8 9261 0000.

    What are the services and facilities offered?

    In addition to 24/7 security and CCTV surveillance as well as 24/7 Reception and Concierge services, Fraser Suites Perth features an indoor heated swimming pool, spa, sauna, 24/7 fully-equipped gym and more. For a full list of services and facilities, please visit https://perth.frasershospitality.com/en/facilities.html.

    What are the payment options?

    We are a cashless hotel. 

    All credit card payments will incur 1.5% surcharge.

    Are there fitness facilities provided?

    Yes, there is a 24/7 fully-equipped gym for our in-house guests.

    Is internet access provided?

    Yes, guests can enjoy complimentary and unlimited Wi-Fi access.

    What are the check-in and check-out times?

    Check-in time is 3.00pm. 

    Check-out time is 11.00am.

    What time is breakfast served?

    Breakfast is served from 6.00am to 9.30am on weekdays and from 7.00am to 10.30am on weekends and public holidays.

    Do you support streaming devices to the rooms TV. Want to enjoy Netflix, Disney + or any other subscribed programming from your own device?

    Our system will support  casting from any streaming device that has its own built in browser, this allows you to browse to our WiFi log in page and log in securely before streaming from your account.

    This includes Amazon Firestick, Roku streaming, Apple TV to name a few familiar brands.   Chromecast is not on this list,  at the moment Chromecast isn’t yet compatible with our system as it doesn’t allow for a secure log in to our WiFI.

    If you are a tech guru and/or a frequent traveller– you may be familiar with using a work around such as a personal hotspot using your own WiFi network or a travel router that extends the Hotel Wifi to your device and will  support Chromecast streaming.   

    What is the cost of breakfast?

    Breakfast is available for adults at AUD 34.00 per person per day. Prices exclude prevailing taxes.

    What are the available dining options?

    Heirloom Restaurant is located on the ground floor of Fraser Suites Perth and is open daily for breakfast and dinner. There is also offer 24-hour room service.

    The well-equipped kitchens and kitchenettes also provide you with the convenience to cook in your apartment.

    Are laundry services provided?

    Yes, laundry and dry cleaning services are available subject to additional charges. All one-bedroom & two-bedroom apartments are also equipped with in-room washer and dryer for your convenience.

    Please feel free to contact our Front Desk for more details.

    What bed configurations are available?

    All rooms and apartments are configured with King Beds. King Splits are available in both Studio Deluxe and One-Bedroom apartments.

    Should you require more information, please feel free to contact us at reservations.perth@frasershospitality.com or +61 8 9261 0000.

    Are baby cots and extra beds available?

    Yes, baby cots are available free of charge subject to availability. Extra beds must be pre-arranged and are chargeable at AUD 50.00 per day. Some room types will not be able to accommodate baby cots and/or extra rollaway beds.

    Please feel free to contact us at reservations.perth@frasershospitality.com or +61 8 9261 0000 for more details.

    Are the residences disabled-friendly?

    Yes, Fraser Suites Perth is disabled-friendly with a total of nine wheelchair-accessible rooms

    Is on-site parking available and what is the cost?

    Fraser Suites Perth has limited on-site parking and it is subject to availability. The car parking rate is AUD 30.00 per car per day. Please pull in to the entrance of the hotel and collect your parking key access at reception upon check-in. If no parking is available at the time of check-in, there are overflow options.

    Please approach the Front Desk for more details.

    Is airport shuttle service provided?

    We recommend travelling by taxi or pre-arranging your transfer with Airport-Connect shuttle or a limousine service (subject to additional charges respectively). Please feel free to approach our Front Desk or contact frontoffice.fsp@frasershsopitality.com for assistance or for more details.

    What is the cost of hotel/service residence limousine services?

    Limousine service is available subject to additional charges Please feel free to approach our Front Desk or contact frontoffice.fsp@frasershsopitality.com for assistance or for more details.

    What are the reception operating hours?

    The reception operates and is available 24/7.

    Is it possible to store my luggage at the hotel before check-in?

    Yes, it is possible to store your luggage at the property. Please feel free to approach our Concierge for more details.

    Location

    How do I get to the hotel?

    Fraser Suites Perth is easily accessible from the airport and train stations.  The hotel is within the Perth city free transit zone:- all buses within the city centre are free of charge and the bus stops immediately outside the hotel. The distance from the airport to Fraser Suites Perth is 11km.  Continue on Brearley Avenue, turn left onto the Great Eastern Highway, turn right onto the Causeway and then continue into Adelaide Terrace.  The hotel is on your right after you cross the bridge.

    Are there any recommended attractions in Perth?

    Perth is located on the fringe of the CBD and well-connected to various places of interest including the Swan River, the WACA Ground, Crown Casino and only a 15-minute walk to Optus Stadium via the newly opened Matagarup Bridge. There is plenty to see and do in Perth and Australia, with each offering a different and unique experience. Check out the attractions at https://perth.frasershospitality.com/en/attractions.html or feel free to approach our Client Relations Executives for recommendations.

    Where are the closest bank, ATM and exchange office located?

    The closest ATM is 200 metres from the hotel and there are different banks within the vicinity.

    Please feel free to approach our Concierge for directions or more details.

    Policies

    What is the cancellation policy?

    The cancellation policy is stated in detail and varies with the type of offer selected. To avoid incurring cancellation charges, cancellation requests must be received 24 hours prior to arrival, before 3pm Perth time. However if you have any questions regarding a cancellation policy, please feel free to contact us at reservations.perth@frasershospitality.com or +61 8 9261 0000 for more details.

    What is the maximum number of guests allowed in each residence type?

    For Studio Deluxe & Studio Premier, the maximum occupancy is 2.

    For 1-Bedroom, the maximum occupancy is 3. (Extra charges apply for 3rd guest accommodated on rollaway.)

    For 2-Bedroom, the maximum occupancy is 5. (Extra charges apply for 5th guest accommodated on rollaway.)

    Should you require more information, please feel free to contact us at reservations.perth@frasershospitality.com or +61 8 9261 0000 for more details.

    Are pets allowed?

    Unfortunately, only guide dogs are allowed at Fraser Suites Perth.