FAQ

  • Shopping in Melbourne

Why should I stay with Boutique Stays?
Boutique Stays offers contemporary urban accommodation with a genuine passion and attention to detail. Our flexible approach even extends to pet friendly options. Simple all-inclusive pricing and excellent value for money make it easy to relax in comfort with Boutique Stays.

How are your homes different to a hotel room or serviced apartment?
Boutique Stays offers homes that are larger and more comfortable than hotel rooms and serviced apartments with separate bedrooms, fully equipped kitchens and laundries, courtyards, outdoor areas or balconies. Our urban homes are mostly located on quiet, residential streets so guests can feel part of a community, especially during longer stays.

Where are your homes located?
Our properties are located in key suburbs around Melbourne, conveniently close to public transport, shopping, cafes and restaurants.  You can view the locations tab to see all of the suburbs where we have properties, and each property will show its location on a map so you can familiarise yourself with the location.  

What star rating are your properties?
All properties must follow an extensive checklist upon joining us to meet our strict standards for quality and décor and we will only accept properties that would receive a 4 star rating. We pay great attention to detail to ensure guest comfort and properties are regularly inspected to ensure they maintain this high standard. We rate our properties at between 4 and 4.5 stars.

What is included in your homes?
A Boutique Stays property is really a home away from home. They are fully furnished with stylish décor and modern appliances including digital TVs with free streaming services, complimentary WiFi, fully equipped kitchens and laundry facilities.
Do the homes have separate bedrooms, living and outdoor areas?
Yes, all our homes offer separate bedrooms, bathrooms, living/dining and kitchen area and most have a courtyard, balcony or backyard.

Can I bring my pet?
Yes, your pets are welcome at our pet friendly homes. We know that usually means you are bringing your beloved dog with you, but if you have a different pet, please enquire as we may be able to accommodate you. 
Our homes have different permissions for pets - some allow pets inside and others do not. For those where they are permitted inside, they are not allowed on furniture or beds and you must clean up after them before you leave. Pets are charged at an additional fee per night and must adhere to our terms and conditions

We have a variety of pet friendly homes to suit a variety of dogs including apartments with balconies to suit small housetrained pooches and family homes with yards to suit bigger outdoor canines. Check out our pet friendly properties here.

Is car parking included and is there a cost?
Car parking at each property can range from secure undercover parking to on-street, permit parking depending on the home. The type of parking is outlined in the property description. 
Where off-street parking is available, car parking is included in the property rates. For remotely accessed car parks, we will provide you with the fob/swipe/remote control. For on-street, permit parking, we will provide you with a permit if available. These items must be left at the property before you depart. If they are not left, we will need to charge you for the replacement or deduct from your bond.

What is included in my Welcome Pack?
A welcome pack of household consumables, tea, coffee, fresh milk and luxurious toiletries is supplied for each home, which should be enough for 1-2 nights, giving guests the time to go out and purchase their own supplies. When exhausted, replacement during the stay is the guest’s responsibility and can be easily found at the nearest supermarket.

Do you offer internet access?
Yes, WiFi is included in the property rates. Reasonable usage is included and this should be more than sufficient for checking email, web browsing etc. If you download large files, software or movies etc you will exceed the download limit and the internet will slow down considerably. You will also be charged for excessive usage. Please refer to our Terms & Conditions for full information.

Do your homes offer Pay TV?
All of our homes include either Foxtel or Netflix as per the property description. All homes also include Digital TV which currently offers a wide variety of programs. Some homes have a DVD/CD player. 

Do the homes offer phones (land lines)?
Some homes have direct dial phones with local phone calls included in the rates. Where applicable, the phone number of the home will be located in the guest information folder located at the property.
How do I find out which properties are available for the dates I would like to stay?
Enter your dates and number of guests into the search bar and press search. If you would like the results to be returned in a map view click the ‘Map View’ tab.  Alternatively, contact our helpful reservations team who would be more than happy to assist.

What’s the minimum amount of nights I can stay?
We generally have a 5 night minimum for bookings made at least one month in advance, however we will accept shorter stays within the month or at our discretion. We have longer minimum night requirements over peak periods. The live rates displayed will apply to the current length of stay, so you can book online at any time.  Alternatively, contact our helpful reservations team with your dates and we can confirm minimum stays for you.

What are your rates?
Rates fluctuate depending on length of stay, time of year, and property selected. Please enter your required dates for your selected property and the live rates for that period will be displayed.  

What if the dates I want cannot be accommodated at my preferred property? 
If your preferred property is not available for all of your dates, and you are agreeable, we can often accommodate you by dividing your stay between two homes or finding another suitable property for you from our portfolio. Just enquire with our helpful reservations team who can work with you to provide the best solution for your stay.

What is your child policy?
We love families and will happily accept bookings for children at our homes. If a property or particular features are not suitable for children, we will outline the details in the property description.  Alternatively, contact our helpful reservations team with your requirements and we can discuss the specifics of our properties with you to make it easier for you to select the perfect property for your stay.
If your child requires a bed, they will be charged as an adult. There is no charge for infants sleeping in a cot and we provide a single port-a-cot free of charge at every home. If you need a second port-a-cot we can hire one for you for an additional fee. There may be some homes that are too small to accommodate a second cot, but we will let you know upon booking.

Are there any additional costs?
Our nightly rate includes all costs including reasonable electricity, gas, water usage, WiFi internet connection, monthly servicing (for stays longer than 28 nights) and departure clean.

What are your terms and conditions?
Our terms and conditions can be found here.

What is your cancellation policy?
Please refer to our cancellation policy which can be found within the terms and conditions.

How do I check in?
We have two types of check in procedures, depending on the home. The relevant check-in procedure will be outlined in the pre-arrival communications we send you via email so please ensure you have access to these prior to arrival.

  1. Self check-in: If the property has a self check-in, a key lock box will be located at the property. Your booking confirmation email will contain a unique access code to retrieve the keys from the lock box. You can check in anytime after 2pm.
  2. Meet and Greet: Where we are unable to install a key lock box, on weekdays we will meet you at the property on the day of your arrival between 2pm – 4.30pm you to hand you the keys.

If you are arriving between 4.30pm - 5pm weekdays, you collect the keys from our office in Port Melbourne. After these hours we'll put the keys in a key lock box at our office and give you a unique code so you can retrieve them.

Can I leave my luggage at the property before check in and after check out?
As our properties do not have physical receptions on site, we are not able to store luggage for you at the property prior to your check in time or after you check out. If you arrive early and we have been unable to provide you with an early check in, there are luggage storage lockers at Southern Cross Station in downtown Melbourne.  If you have a really early flight in or a late flight out, it may be worth considering booking an extra night before or after your stay so you have full use of the home after early arrival or until late departure.

Are there instructions on how to operate appliances? 
Yes, there are operating manuals for all appliances in the guest information folder located at the property.

Is smoking permitted?
All our homes are non smoking inside and in all common areas of buildings. We reserve the right to terminate a guest’s stay without refund of rent or bond if we become aware smoking indoors. An additional cleaning/deodorising fee will apply if you have been found to be smoking in the home.

How can I pay for my booking?
Online bookings must be paid by credit card. Credit card fees apply page and will be automatically included in the rates displayed.  The credit card fee will be noted on the property page.

For email or telephone bookings, we also offer EFT, details are:
Bank: Commonwealth
Account Name: Boutique Stays
BSB (Branch) No: 063 145
Account No: 1022 2721
Swift Code: CTBAAU2S (required for transfers made outside Australia)

If using EFT, we ask you to email details of your bank transfer including date, amount and reference. We will confirm your booking on receipt of your funds in our account. An EFT from outside Australia generally takes between 3 to 10 working days. Please ensure any relevant bank fees are covered at your end - any shortfall on the booking payment will need to be covered. Your booking cannot be confirmed until payment is received into our account. If this method of payment is used please ensure that all the above information including the Swift Code is given to your bank.

Is paying for my booking with my credit card online secure?
We take every precaution to protect your personal information, especially sensitive information such as your credit card number. We protect your personal and credit card details with the latest SSL (Secure Socket Layer) encryption technology. SSL encrypts information to prevent it being read during transmission over the Internet. We also adhere to strict privacy practices to ensure all sensitive information provided is restricted in accordance with our Privacy statement.

Help
We are here to help you throughout your booking and in-house journey with staff in Melbourne to support you.  For office hours and contact information, visit our contact us page.