Terms of Stay

Last updated: October 2026

These terms apply to stays booked directly with Hugo Stays at The Vogue Suite (45 Clarke Street, Southbank) and The Emerald Residence (151 City Road, Southbank). Hugo Stays is run by Min and Andrew. By sending a booking request you agree to these terms. Bookings made through Airbnb, Booking.com, VRBO or Trip.com are covered by that platform's own terms.

1. Booking requests and confirmation

• Sending a booking request through our website does not confirm your booking. We'll reply within 24 hours to confirm availability.
• Once we confirm, we'll send you an invoice. Payment is due within 48 hours of the invoice. If payment isn't received in time, we may release the dates.
• Your booking is confirmed only once we have received payment and confirmed it in writing.
• Prices are in Australian dollars and include all fees shown at the time of your request.

2. Fare types and cancellations

You choose a fare type when you request your booking. Its cancellation rules apply to your stay:

To cancel, email or message us. The date we receive your message is the cancellation date. Refunds are paid to the account you paid from.

3. Check-in and check-out

• Check-in is from 2:00 pm. This is self check-in: we'll message you your lock box code on your arrival day, as soon as the apartment is ready.
• Keys are collected from a lock box at a nearby launderette, which is open until 11:00 pm. If you'll arrive later, let us know in advance and we'll arrange an after-hours check-in. This is free until midnight. A fee may apply after 12:00 am.
• Check-out is by 10:00 am. Late check-out can be requested and depends on whether guests are arriving that day.

4. Guests

• The guest making the booking must be at least 18 years old and must stay in the apartment.
• Only the guests named in your booking may stay. The Vogue Suite sleeps up to 4 guests, and The Emerald Residence sleeps up to 6.
• Parties and events are not permitted.

5. House rules

• No smoking or illegal substances inside the property.
• Quiet hours are 10:00 pm to 8:00 am.
• Please take off your shoes inside the apartment.
• No pets, candles or incense.
• Please don't move furniture or décor, and keep food and drinks to the kitchen and dining areas.
• Lock all doors and windows when you go out.
• Follow the building's rules for residents, including any induction needed before using the pool, gym or other facilities.

6. Damage and cleaning

Please treat the apartment and building with care. You are responsible for any damage caused during your stay beyond normal wear and tear, and for any cleaning needed beyond a normal clean. Lost keys, fobs or remotes may be charged at replacement cost. Please tell us straight away if anything is broken or not working.

7. Building facilities

Pools, gyms, spas, saunas and BBQ areas are managed by each building, not by Hugo Stays. They may close for maintenance or at the building's discretion, and we can't offer refunds for closures. Use them at your own risk and follow the building's rules.

8. Your belongings

Please keep your belongings secure. We're not responsible for loss of, or damage to, guests' personal property, except where Australian law says otherwise.

9. If we have to cancel

In the rare case that we can't provide your apartment (for example, because of a major fault or building emergency), we'll tell you as soon as possible and give you a full refund for the affected nights, or offer another option if you prefer.

10. Your rights under Australian law

Nothing in these terms limits your rights under the Australian Consumer Law. These terms are governed by the laws of Victoria, Australia.

Contact

Email hugostays@gmail.com or call 0402 737 615.