Terms of Use

1. Acceptance of These Terms

By accessing, browsing or otherwise using the Website, you confirm that you have read, understood and agree to be bound by these Terms and our Privacy Policy, which is incorporated into these Terms by reference. If you do not agree to these Terms in their entirety, you must immediately cease using the Website.

We reserve the right to amend these Terms at any time. Amendments take effect as soon as the revised Terms are published on this page. The "Effective date" at the top of this page will be updated accordingly. Your continued use of the Website after any amendment constitutes your acceptance of the revised Terms.

These Terms apply to all visitors, guests and other persons who access or use the Website ("you" or "your"). If you are accessing the Website on behalf of a company or other legal entity, you represent that you have the authority to bind that entity to these Terms, and references to "you" include that entity.

2. Purpose of the Website

The Website is provided for the sole purpose of giving current and prospective guests, visitors and the general public information about Merquello Royal Hotel, its accommodation, facilities, dining, events and gaming offerings located at , and to enable guests to submit reservation requests and general enquiries.

Nothing on the Website constitutes an offer of financial products or services, professional legal or financial advice, or a guarantee of the availability of any specific room type, rate or facility at any particular time.

3. Permitted Use

3.1 Authorised Use

You may use the Website only for lawful purposes and in accordance with these Terms. In particular, you may:

• browse information about the Hotel's facilities, rooms and services;
• submit reservation requests and enquiries through the forms provided;
• access publicly available content for your own personal, non-commercial use; and
• share links to publicly accessible pages of the Website, provided you do so in a way that is fair and legal and does not damage or take advantage of our reputation.

3.2 Prohibited Conduct

You must not:

• use the Website in any manner that violates any applicable local, state, national or international law or regulation, including the laws of Victoria and the Commonwealth of Australia;
• transmit any unsolicited or unauthorised advertising, promotional material, spam or any other form of solicitation;
• impersonate or attempt to impersonate , any of its employees, another user or any other person or entity;
• engage in any conduct that restricts or inhibits anyone's use or enjoyment of the Website, or that, as determined by us, may harm the Hotel or users of the Website or expose them to liability;
• use any robot, spider, scraper, crawler or other automated means to access the Website for any purpose without our prior written permission;
• attempt to gain unauthorised access to any portion of the Website, server, network or system connected to the Website;
• introduce any viruses, trojan horses, worms, logic bombs or other material that is malicious or technologically harmful; or
• copy, reproduce, republish, upload, post, transmit or distribute any content from the Website for commercial purposes without our express written consent.

We reserve the right to terminate or restrict your access to the Website immediately and without notice if we reasonably believe you have breached any provision of this section.

4. Intellectual Property

4.1 Ownership

The Website and all of its contents, features and functionality — including but not limited to text, graphics, photographs, logos, icons, audio clips, digital downloads, data compilations, software and the selection, compilation and arrangement thereof — are owned by or its licensors and are protected by Australian and international copyright, trade mark, design and other intellectual property laws.

4.2 Trade Marks

"Merquello Royal Hotel" and "Merquello Royal Hospitality" and associated logos and trade dress are trade marks of . You may not use these marks without our prior written permission. All other trade marks, service marks and trade names appearing on the Website are the property of their respective owners.

4.3 Limited Licence to Users

We grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Website strictly in accordance with these Terms. This licence does not include any right to:

• resell or make any commercial use of the Website or its contents;
• download or copy account information for the benefit of another person or entity;
• use any data mining, robots or similar data-gathering or extraction tools; or
• frame or utilise framing techniques to enclose any trade mark, logo or other proprietary information without our express written consent.

Any use of the Website not expressly permitted by these Terms is a breach of these Terms and may infringe our intellectual property rights.

5. Reservation Requests and Booking Terms

5.1 Nature of Reservation Requests

Submitting a reservation request through the Website constitutes an offer by you to book accommodation or other services. A binding reservation is formed only when we send you written confirmation (by email or through the booking platform) that your reservation has been accepted ("Booking Confirmation"). Until that confirmation is issued, no contract exists between you and us in respect of the relevant reservation.

5.2 Accuracy of Information

You are responsible for ensuring that all information you provide when submitting a reservation request — including guest names, contact details, arrival and departure dates, and any special requirements — is accurate and complete. We accept no liability for reservations that cannot be fulfilled or that are affected by errors arising from inaccurate information you have supplied.

5.3 Rates and Pricing

5.4 Payment

Payment requirements, including any deposit or prepayment obligations, will be specified at the time of booking. We accept the payment methods displayed on the Website or booking platform at the time of your reservation. Payment card details are processed using industry-standard security protocols. We do not store your full payment card details on our servers.

5.5 Cancellation and Modification

Cancellation and modification policies vary by rate type, room category and time of booking. The applicable policy will be clearly stated in your Booking Confirmation. Please review the policy specific to your reservation carefully, as charges may apply for late cancellations, no-shows or modifications. Cancellation requests must be submitted through the channel specified in your Booking Confirmation.

5.6 Group and Event Bookings

Reservations for groups of ten or more rooms, or bookings that include event or function space, are subject to separate group terms and conditions, which will be provided to you upon enquiry. In the event of any inconsistency between those terms and these Terms, the group terms and conditions shall prevail with respect to the group or event booking.

5.7 Guest Conduct

All guests are expected to conduct themselves in a manner that is respectful to other guests, staff and the Hotel's property. We reserve the right to refuse entry or to remove any guest from the Hotel premises if their conduct is disruptive, offensive or contrary to applicable laws or our in-house policies.

6. Age Restrictions

6.1 General Access

The Website is intended for use by persons who are at least 18 years of age. By using the Website, you represent and warrant that you are 18 years of age or older. If you are under 18, you must not use this Website or submit any information through it.

6.2 Casino and Gaming Facilities

Access to the casino and gaming facilities at Merquello Royal Hotel is strictly restricted to persons aged 18 years and over in accordance with applicable Victorian and Commonwealth law. Valid government-issued photographic identification establishing age will be required before entry to any gaming area is permitted. Guests who are unable to produce acceptable identification will be refused entry.

It is a serious offence under Victorian law for any person under the age of 18 to enter or remain in a designated gaming area, and for any person to bring or permit a person under 18 into such an area. The Hotel strictly enforces these requirements.

7. Responsible Gaming

7.1 Our Commitment

is committed to promoting responsible gaming practices within its premises. We believe that gaming should be an enjoyable leisure activity, and we take seriously our role in minimising harm associated with problem gambling.

7.2 Recognising Problem Gambling

Problem gambling can affect people of any background. Common indicators include spending more time or money on gambling than intended, borrowing money to gamble, gambling to recover previous losses, or experiencing distress when not gambling. If you recognise these signs in yourself or someone you know, we encourage you to seek support.

7.3 Self-Exclusion and Support Resources

A range of free, confidential support services and self-exclusion tools are available in Victoria. The following organisations publish guidance, self-exclusion programmes and complaint pathways that may assist:

• Gambling Help Online — a national service providing free counselling and support. Visit gamblinghelponline.org.au or call 1800 858 858 (available 24 hours, 7 days a week).
• Victorian Responsible Gambling Foundation — publishes information on responsible gambling, self-exclusion options and community resources. Visit responsiblegambling.vic.gov.au.
• Gambler's Help — provides free counselling, financial counselling and support for people in Victoria affected by gambling. Visit gamblershelp.com.au.

7.4 Self-Exclusion

Individuals who wish to exclude themselves from gaming facilities at the Hotel may contact the Hotel directly in person or in writing to request a self-exclusion arrangement. Information about the self-exclusion process is also available through the Victorian Responsible Gambling Foundation's published resources referenced above.

7.5 Responsible Gaming Tools

We encourage guests who use our gaming facilities to:

• set a personal budget before commencing play and adhere to it;
• treat gaming as entertainment, not as a means of generating income;
• take regular breaks from gaming;
• not gamble when fatigued or under emotional stress; and
• be aware of the time spent in gaming areas.

8. External Links

The Website may contain links to third-party websites or resources. These links are provided for your convenience and information only. does not endorse, and has no control over, the content, privacy practices or availability of any third-party website. We accept no responsibility or liability for:

• the content of any linked third-party website;
• any products or services offered through third-party websites; or
• any loss or damage that may arise from your use of a third-party website.

If you decide to access any third-party website linked from this Website, you do so entirely at your own risk and subject to that website's own terms and conditions and privacy policy. You should review those documents before providing any personal information to a third-party site.

9. Website Availability

We aim to keep the Website available on a continuous basis; however, we do not guarantee that the Website, or any content on it, will always be available, uninterrupted or error-free. Access to the Website may be suspended temporarily and without notice in the case of system failure, maintenance, repair or for reasons beyond our reasonable control.

We reserve the right to withdraw, amend or restrict the availability of all or any part of the Website at any time and for any reason, including for business or operational reasons. We will not be liable to you if, for any reason, the Website is unavailable at any time or for any period.

You are responsible for making all arrangements necessary for you to access the Website. You are also responsible for ensuring that all persons who access the Website through your internet connection are aware of these Terms and comply with them.

10. Limitation of Liability

10.1 No Warranties

The Website and all content, information and materials on it are provided on an "as is" and "as available" basis without any representation or warranty, express or implied. To the fullest extent permitted by law, disclaims all warranties, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

We do not warrant that the Website will be secure, free from errors or viruses, or that defects will be corrected. We do not warrant the accuracy, completeness or timeliness of any information on the Website.

10.2 Limitation of Liability

To the fullest extent permitted by applicable Australian law, , its directors, officers, employees, agents and licensors will not be liable for any indirect, incidental, special, consequential or punitive damages, including loss of profits, loss of data, loss of goodwill, or interruption of business, arising out of or in connection with your use of, or inability to use, the Website or its content, even if we have been advised of the possibility of such damages.

Our total aggregate liability to you in connection with these Terms or your use of the Website, whether in contract, tort (including negligence), statute or otherwise, shall not exceed AUD $100.

10.3 Non-Excludable Rights

Nothing in these Terms excludes, restricts or modifies any right or remedy, or any guarantee, warranty or other term or condition implied or imposed by the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) or any other applicable legislation that cannot lawfully be excluded or limited. Where such non-excludable guarantees apply, our liability is limited, to the extent permitted by law, to resupplying the relevant services or paying the cost of having the services resupplied.

10.4 Indemnity

You agree to indemnify, defend and hold harmless and its directors, officers, employees and agents from and against any claims, liabilities, damages, judgments, awards, losses, costs, expenses and legal fees arising out of or relating to your violation of these Terms or your use of the Website, including any content you submit, post or transmit through the Website.

11. Privacy and Personal Information

collects, uses, discloses and stores personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Our full Privacy Policy, which explains how we handle your personal information, how you may access or correct it, and how you may make a privacy complaint, is available at merquelloroyalhotel.com/privacy-policy.

For privacy-related enquiries, please contact us at: privacy@merquelloroyalhotel.com.

12. Governing Law

These Terms and any dispute or claim arising out of or in connection with them, their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of the State of Victoria and the applicable laws of the Commonwealth of Australia, without regard to conflict-of-law principles.

You agree that the courts of Victoria, Australia shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or the Website, subject always to your rights under the Australian Consumer Law.

13. Disputes

13.1 Good-Faith Resolution

If you have a concern or complaint about the Website or any service provided by us, we encourage you to contact us in the first instance so that we can attempt to resolve the matter informally and in good faith. Many concerns can be resolved quickly through direct communication.

13.2 Formal Complaints

If we are unable to resolve a dispute informally, either party may refer the matter to a mediator agreed upon by both parties, or to a recognised alternative dispute resolution service in Victoria. Nothing in this clause prevents either party from seeking urgent injunctive or equitable relief from a court of competent jurisdiction where necessary to protect their rights.

13.3 Consumer Rights

Nothing in these Terms limits any rights you may have under the Australian Consumer Law or other applicable legislation. If you are not satisfied with our response to a complaint, you may also contact:

• Consumer Affairs Victoria — for general consumer protection enquiries relating to goods and services. Visit consumer.vic.gov.au.
• Office of the Australian Information Commissioner (OAIC) — for complaints concerning the handling of your personal information. Visit oaic.gov.au.

14. General Provisions

14.1 Entire Agreement

These Terms, together with our Privacy Policy and any additional terms applicable to specific services, constitute the entire agreement between you and with respect to your use of the Website and supersede all prior and contemporaneous understandings, agreements, representations and warranties, both written and oral, regarding the Website.

14.2 Severability

If any provision of these Terms is held by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, lawful and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions of these Terms.

14.3 Waiver

No failure or delay by us in exercising any right or remedy provided under these Terms or by law shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall prevent or restrict the further exercise of that or any other right or remedy.

14.4 Assignment

You may not assign, transfer or sub-licence any of your rights or obligations under these Terms without our prior written consent. We may assign or transfer our rights and obligations under these Terms at any time, including in connection with a sale or transfer of all or substantially all of our business or assets.

14.5 Relationship of Parties

Nothing in these Terms is intended to, or shall be deemed to, establish any partnership, joint venture, agency, employment or franchise relationship between you and .

15. Contact Details

If you have any questions, concerns or feedback regarding these Terms or the Website, please contact us:

We will endeavour to respond to all enquiries within a reasonable time. Written correspondence should be directed to the registered address above, marked for the attention of the Legal & Compliance team.

These Terms of Use were last updated on 1 June 2025. © 2025 . All rights reserved.