Frequently Asked Questions

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    FAQs

    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.

    For reservations (including pre-payment and advance purchase rates), you can choose to postpone your stay or request for 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 us at reservations.sydney@frasershospitality.com

    Where can I find the best rates?

    The best rates available on the internet can be found at https://sydney.frasershospitality.com. Don't forget to check out https://sydney.frasershospitality.com/en/offers.html to take advantage of the best deals. If you require further assistance, please feel free to contact us at sales.sydney@frasershospitality.com or +612 8823 8888.

    Can I cancel or amend 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.

    How do I cancel or amend corporate / group reservations?

    For corporate, group or long stays (more than 14 days) reservations, please contact us at sales.sydney@frasershospitality.com or the sales manager directly.

    Can I cancel my reservation within 24 hours due to a government-issued travel ban, flight cancellations or other COVID-related issues?

    For cancellations within short notice or 24 hours prior to arrival, please contact us directly for immediate assistance.

    Are there any documentation or requirements for me to stay at Fraser Suites Sydney? Are there any groups of people who are restricted from staying at your property?

    Fraser Suites Sydney operates in adherence to local regulations and recommendations hence, requirements and restrictions will vary accordingly. For more information, please contact us directly.

    Do you accept foreign guests who are not affected by the travel restrictions and are seeking alternative accommodations?

    We welcome all guests in accordance with local regulations and recommendations. For reservation enquiries, please contact us at reservations.sydney@frasershospitality.com

    What happens to my reservation should Fraser Suites Sydney decides to close temporarily?

    We will reach out to you as soon as we can, should any reservations be affected in the event of changing local regulations.

    Has Fraser Suites Sydney been awarded with any hygiene accreditation?

    At Fraser Suites Sydney, our teams 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 in the process of achieving the necessary accreditation set out by the local authorities. 

    What are the sanitation routines and policy 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. Fraser Suites Sydney 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 upon request
    • 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

    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. 

    Was Fraser Suites Sydney being used by the government as a quarantine facility?

    Fraser Suites Sydney is not used as a quarantine facility. We continue to monitor the situation closely and remain in direct contact with the local government to ensure that the most relevant information is given to our guests and staff.

    What happens if another guest is infected with COVID-19 during my stay? What kind of help and support can I expect from Fraser Suites Sydney?

    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 the ground to offer the necessary assistance in times of crisis or uncertainties. 

    Are facilities open for usage? If not, when will they be open for use?

    As we adhere to safe distancing directives set out by the relevant authorities, most on-site recreational facilities such as Swimming Pool, Gym, Restaurant, Steam and Sauna remain closed at this time. In common public areas such as the Lobby and Residents' lounge, minimal gatherings and interactions are encouraged. 

    Safe distancing signage is in place for facilities that remain open which all guests are reminded to adhere to. For more enquiries on facilities and operational hours, please contact us directly.

    With these facilities closed, what else can I do during my stay?

    The wellbeing of our guests continues to be our priority. To this end, we have developed a series of engaging 'Stay (In)spired with Fraser' content which you can easily participate in the comfort of your apartments/rooms and kitchenette. Activities include fitness work-outs, cooking challenges and even fun ideas to keep the little ones occupied. 

    Can I request for reduced contact services (eg. housekeeping) as I prefer to minimise unnecessary contact?

    Yes of course. We continue to offer a range of flexible services depending on your needs.

    Will breakfast and F&B services be available? How are they handled?

    Our restaurant remains open for takeaway or delivery. Guests or patrons are spaced a distance apart at all times (i.e. within the premise and when queuing). To minimise unnecessary interactions, dine-in service is not allowed. We do, however, provide in-room dining services and other delivery alternatives.

    We also offer freshly-made Grab & Go or takeaway Bentos, in replacement of Buffet breakfast. 

    With these newly minted measures in place, how different will my stay experience be?

    We are keeping pace with the changes in local advisories and extending flexibility where needed. We remain committed to maintaining the highest standards of hygiene, cleanliness and service for your well-being and safety. Our staff dedicates to ensure that your stay continues to be memorable and comfortable at all times. 

    Facilities and Services

    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 Sydney features an indoor pool, gym, sauna, spa, breakfast restaurant, room service, Wi-Fi throughout the property, newspaper, bottled water on request, conferencing facilities and more. For a full list of services and facilities, please visit https://sydney.frasershospitality.com/en/facilities.html.

    Policies

    What are the payment options?

    We are a cashless hotel. 

    All credit card payments will incur 1.5% surcharge.

    Facilities and Services

    Are there fitness facilities provided?

    Yes, there is a fully-equipped gym for our in-house guest.

    Is internet access provided?

    Yes, guests can enjoy complimentary high-speed Wi-Fi access in-room and around the property.

    What is the check-in time?

    Check-in time is 3.00pm. 

    What is the check-out time?

    Check-out time is 11.00am.

    What time is breakfast served?

    Breakfast is served from 6.00am to 10.30am on weekdays and from 7.00am to 11.00am on weekends.

    What is the cost of breakfast?

    Breakfast is available for adults at AUD 33.00 per person. Prices exclude prevailing taxes.

    What are the available dining options?

    Daily breakfast is available at at level 10 of the property. The well-equipped kitchen (or kitchenette for Studio Apartments) also provides you with the convenience to cook in your apartment.

    Are laundry services provided?

    Yes, laundry service is available subject to additional charges.
    There is also a washer/dryer in the room (excluding Studio Apartments) for your convenience.
    Please feel free to contact our Front Desk for more details.

    What are the type of beds provided?

    Single, Queen and King beds are provided subject to availability and room configurations.

    Should you require more information, please feel free to contact us at sales.sydney@frasershospitality.com or +612 8823 8888.

    Are baby cots and extra beds available?

    Yes, baby cots are subject to availability. Extra beds are also subject to availability at AUD 65.00 per night.
    Please feel free to contact our Front Desk for more details.

    Are newspapers provided?

    Yes, complimentary newspapers are provided on request.

    Are the residences disabled-friendly?

    Yes, some of our One Bedroom Deluxe Apartments are wheelchair accessible and feature wheelchair facilities in-room.

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

    On-site parking is available at AUD 55.00 per 24 hours. Please approach the Front Desk for more details.

    Is airport shuttle service provided?

    Unfortunately, airport shuttle service is not available. However, limousine service or taxi can be arranged upon request. Please feel free to approach our  Front Desk for more details.

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

    Limousine service is available at varying charges based on service provider and distance. Please feel free to approach our Front Desk for more details.

    What is 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 Front Desk for more details.

    Location

    How do I get to the hotel?

    There are various transport options within walking distance of Fraser Suites Sydney.
    Town Hall station is 2 minutes walk, a bus stop is directly behind our hotel.
    A taxi from the airport to Fraser Suites Sydney will cost about $40.
    A train from the airport will take approximately 20 minutes and will cost $16.50. Alternatively a shuttle bus or private car can be arranged for you.

    Are there any recommended attractions in Sydney?

    Sydney is a vibrant city. Some of the attractions include Sydney Opera House, Sydney Harbour Bridge climb, Darling Harbour, Zoo, Bondi Beach, Blue Mountains and more. For more recommendations, please feel free to approach our Front Desk.

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

    There is a variety of Banks and ATMs within 5 minutes walking distance.
    Please feel free to approach our Front Desk for directions or more details.

    Policies

    What is the cancellation policy?

    To avoid incurring cancellation charges, cancellation requests must be received 24 hours prior to arrival.

    Should you require more information, please feel free to contact us at sales.sydney@frasershospitality.com or +612 8823 8888.

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

    For Studio Apartments, the maximum occupancy is 2.
    For One-Bedroom Apartments, the maximum occupancy is 2.
    For Two-Bedroom Apartments, the maximum occupancy is 5.

    Should you require more information, please feel free to contact us at sales.sydney@frasershospitality.com or +612 8823 8888.

    Are pets allowed?

    Unfortunately, pets are not allowed at Fraser Suites Sydney.