Frequently Asked Questions

We align our serviced apartments with your specific needs and wants. It’s all part of your extended stay residency with us and is included in your rate. Read on for the answers to our most frequently asked questions.

If you can’t find what you’re looking for, please contact our team.

  • We align our serviced apartments with your specific needs and wants. It’s all part of your extended stay residency with us. For example, you need to work from home and to be productive, you need a dedicated workspace with a high-resolution monitor, wireless keyboard and mouse, ergonomic chair and HDMI cables. Our Residence Engagement Team will have your desk set up and all items tested prior to you arriving. You’ll enjoy our high-speed Wi-Fi, which is included for the duration of your residency. At the heart of what we do is our commitment to making your residency feels like your home. We focus on the details that matter, so you can settle in and focus on what is most important to you.

  • Absolutely, prior to your arrival, our on-site concierge will reach out to you, to learn more about your upcoming extended stay residency and how we can tailor your experience to align with your individual needs. If there is anything specific that will make your time with us more enjoyable, ensure to let us know.

  • Whilst some of our residences provide on-site gym facilities, we also partner with our local fitness & leisure centres to provide you with a full suite of exercise options at no additional cost to you.

  • Our Kew, Mackay, Townsville and Whyalla Residences each offer complimentary access to an outdoor swimming pool. Please check with reception for individual swimming pool hours. To ensure the safety of children, all children must be supervised by an adult, 18 years and over. In addition, across all our Residences we partner within our communities to offer access to our residents to the local swimming and leisure facilities. Speak with your on-site concierge for more information.

  • Each of our three, two and one-bedroom residences feature a washer and dryer within the apartment. This includes our residences in Abbotsford, Kew, Mackay, Townsville, Whyalla and Williamstown locations. Complimentary use of our communal laundry facilities is available to those choosing our studio apartments, and when staying at our Hawthorn Residences. An iron and ironing board is also provided in each residence.

  • Yes! On-site secure car parking is available at our Abbotsford, Hawthorn, Kew, Williamstown, Mackay and Townsville locations. On-site parking is also available in Whyalla.

    Designated accessible parking is available at our Abbotsford, Hawthorn, Kew, Mackay, Townsville and Whyalla locations. Our Williamstown team will confirm any accessible parking requirements before arrival and will work with you to suit your needs.

    Whilst we strive to do our best to look after the needs of all our residents, please be aware that parking is limited at our Townsville Residence and therefore is subject to availability. We cannot guarantee a parking space for all residents.

    Parking fees may apply and will be disclosed at the time of booking.

  • Accessible residences are available at our Abbotsford, Hawthorn, Mackay, Townsville, Whyalla and Williamstown locations.

    Our accessible residences feature wheelchair access, lowered sinks, raised toilet with grab rails, a roll-in shower with shower chair and convenient bedside light switches.

  • Who needs room service when you are surrounded by amazing cafes, restaurants and popular eateries offering international cuisine, breakfast favourites and fresh, local produce! A number of our neighbourhood eateries offer a chargeback service, or you can order in using food delivery services.

  • Your beloved pet is welcome to stay with you. All of our residences are pet-friendly. A one-time cleaning fee applies. As fees are subject to change, please ensure to check the current cleaning fees and charges when making your booking. Of course, service dogs are always welcome too, and are exempt from any fees.

  • Yes, a $5 booking fee applies to all bookings. The fee is charged once per booking and helps us manage the administration and processing of your reservation.