Terms and Conditions

Effective from: 14 April 2024


These Terms & Conditions apply to all guests staying in properties managed by S&P Apartments (a division of Sync Home Pty Ltd). By making a booking, you agree to these terms.


1. License to Occupy

Guests are granted a licence to occupy the property for the duration of the booking, based on these Terms and Conditions. This is not a Residential Tenancy Agreement under the Residential Tenancies and Rooming Accommodation Act 2008 (Qld), and as such, certain protections afforded to long-term tenants do not apply.


Failure to comply with these Terms and Conditions may result in termination of the licence to occupy, eviction without refund, registration with a guest misconduct database, or the posting of reviews on relevant booking platforms. Brisbane City Apartments also reserves the right to pursue legal action through QCAT for any breach resulting in financial or reputational loss.


2. Agency and Sub-letting

Where a third-party agency is engaged, the agent is granted the right to sub-let or licence the property for short-term accommodation. Notice of guest name changes must be provided prior to any substitution.


3. House Rules

The booker duly notes the following house rules when making a booking with us:

  • The property must not be used for overnight stay by more than the number of guests in the booking.
  • Pets are not permitted at the accommodation (with the exception of registered assistance animals).
  • Smoking is strictly prohibited inside the apartment, on balconies and within all common areas of the complex.
  • No commercial activity (e.g. photography, filming, business events) is permitted without prior approval. Regular remote working is acceptable.
  • Parties are not permitted at the premises. Noise must be kept to a minimum between 10:00pm and 7:00am.
  • Guests must comply with all Body Corporate rules when using facilities located on common property.


4. Booking Conditions

The booker duly notes the following conditions when making a booking with us:

  • Either party may terminate the booking agreement within prescribed cancellation periods. Cancellation fees may apply. Where insufficient notice is provided by the guest, the security deposit (where provided) may be forfeited.
  • Cancellation fees apply according to the specific policy attached to your booking, and vary based on platform and booking type.
  • The primary renter must be 18 years or older. Guests under 18 must be accompanied by a parent or guardian.
  • Extensions to stay must be agreed in advance. These Terms and Conditions will continue to apply to any extended stay, even where a new written agreement is not issued.
  • Lost key cards or lockouts may incur a $100 replacement and call-out fee.
  • Smoke odour removal (where required) incurs additional cleaning fee of up to $150.


5. Payment

Full payment is required prior to check-in unless otherwise agreed. Booking deposits are payable at the time of booking (where required) and are refundable in accordance with the cancellation policy.


For ongoing or periodic payment arrangements for long-term stays (e.g. weekly payments), payment must be received in advance of the next period. Failure to pay may result in termination of the agreement and eviction.


6. Security Deposit

A security deposit is required for all bookings, and covers potential damages, loss of items or breaches of the Terms and Conditions. The deposit amount is dependent on booking conditions such as duration and room type, and is advised at the time of booking.


The security deposit refund is subject to our post-stay inspection process and any balance owing will be refunded within seven (7) days after check-out.


7. Guest Responsibilities

Guests are expected to maintain the property in a clean and tidy condition. Any damage, loss of items or excessive cleaning requirements may result in additional charges. Any maintenance issues or damage should be promptly reported to ensure timely resolution.


8. Room Servicing and Housekeeping

All apartments include linen and towels, and starter consumables. Additional cleaning service, including linen/towel refresh, is available upon request for a fee (minimum 2 days’ notice required) or as agreed in your booking conditions.


9. Check-Out

Standard check-out time is 10:00am on the day of departure unless otherwise agreed in writing. Late check-out requests are granted subject to availability and may incur a fee.


10. Guest Conduct Register and Traveller Feedback

Brisbane City Apartments participates in the Bad Books Register and other misconduct registers. By booking, you agree that if you breach these terms, your details (including name, phone, email, and address) may be reported. We also reserve the right to share relevant feedback on OTA platforms and refuse future bookings based on guest conduct history.


11. Limitations of Liability


  • Property Descriptions: While Brisbane City Apartments takes care to ensure all property descriptions are accurate, we do not accept responsibility for any errors, omissions or misrepresentations.
  • Property Substitution: In the event that a property becomes unavailable due to unforeseen circumstances (e.g. damage, maintenance, double-booking), we reserve the right to substitute with similar accommodation. If this is not possible, a full refund will be provided. Guests agree that a refund in this instance constitutes a satisfactory resolution.
  • Emergency Access: Brisbane City Apartments and authorised representatives reserve the right to enter the property without notice for emergency maintenance or safety concerns. We will provide notice where practicable.
  • Equipment Failures: We are not liable for failures of services beyond our control (e.g. water, electricity, internet). Guests must notify us of faults as soon as they occur so we can attempt resolution.
  • Building Facilities: Common areas and facilities are used at the guest’s own risk. Guests must comply with Body Corporate rules and any signage relating to facility access and opening hours. We do not accept responsibility for loss of access to facilities that may be advertised in the listing.
  • Limited Liability: To the maximum extent permitted by law, Brisbane City Apartments, its owners and agents shall not be liable for any loss, injury, or damage (including death, emotional distress, or property damage) incurred during your stay.


12. Indemnity

Guests agree to indemnify Brisbane City Apartments and the property owner against any loss, damage or liability arising from their stay, including as a result of acts of God, pandemics, natural disasters, or any other force majeure events. No refunds or credits will be issued in such circumstances.


13. Insurance

Guests are advised to obtain appropriate travel insurance to cover unforeseen circumstances such as cancellations, medical emergencies, or loss of personal belongings.


Brisbane City Apartments and the property owner are not responsible for any loss or damage to guests' personal property during their stay.


14. Force Majeure

Neither party shall be liable for any failure to perform obligations due to events beyond their control, including but not limited to natural disasters, pandemics, or government restrictions. In such events, both parties should communicate promptly to discuss alternative arrangements.


15. Governing Law

These Terms and Conditions are governed by the laws of Queensland, Australia, and are subject to applicable local ordinances within the City of Brisbane. Any disputes arising shall be resolved under the jurisdiction of Queensland courts.



Privacy Policy

Effective from:  20 November 2022


This Privacy Policy explains how we collect, use and protect your personal information when you book directly with us or through third-party platforms such as Airbnb and Booking.com. We are committed to protecting your privacy in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).


Who We Are

This website is operated by S&P Apartments (division of Sync Home Pty Ltd).
Registered Address: 173/18 Tank Street, Brisbane QLD 4000
Contact: hello@sp.apartments
We provide short-term and corporate accommodation across Brisbane CBD.


Information We Collect

We may collect the following types of personal information:

  • Your name, phone number, email address and residential address
  • Booking and stay details, preferences, and special requests
  • Payment method and credit card information
  • Government-issued ID where required by law or platform policy
  • Communication records from emails, phone calls or forms
  • Basic usage data from our website (e.g. browser, IP address)


How We Collect Information

We collect personal information when you:

  • Book accommodation via our website
  • Make a reservation through OTAs such as Airbnb or Booking.com
  • Contact us directly through forms, email or phone
  • Use our website and consent to tracking technologies


How We Use Your Information

Your information is used to:

  • Confirm and manage your reservation
  • Communicate check-in instructions and stay details
  • Provide customer support
  • Comply with legal and regulatory requirements
  • Improve our website and guest experience
  • Send promotional messages (if you’ve opted in)


Disclosure to Third Parties

We do not sell or rent your personal information. We may share limited information with:

  • Our property management software provider, Smoobu GmbH (Germany)
  • Cleaning, maintenance or guest service providers as required
  • Building Manager in the complexes where we operate
  • Government bodies or legal authorities, where required
  • Booking platforms where the reservation originated
  • Credit card payment processing organisations
  • Bad books guest register and other misconduct registers


We require all service providers to comply with privacy and confidentiality obligations.


Handling of Credit Card Information

We do not permanently store your full credit card details in our systems.


All payments are processed through PCI DSS-compliant payment providers, Stripe and Simplify Commerce (by Mastercard). Your card data is encrypted, tokenised and securely transmitted when using payment links. We do not have access to your full card number or CVC, except when you provide this via the booking platform (eg: pay at property) or directly to us.


If you book and pay through Airbnb, Booking.com or other platforms, your information will be managed in line with their own security policies.


Overseas Data Transfers

Some of your data may be processed outside Australia, particularly by Smoobu GmbH, which is based in Germany. We ensure all overseas providers meet privacy standards equivalent to those required under Australian law or the European Union’s GDPR.


Data Security

We take reasonable steps to protect your personal information from misuse, loss or unauthorised access. This includes restricting access, using secure systems and partnering with trusted service providers.


Access and Corrections

You may request access to, or correction of, your personal information at any time by contacting us. We may need to verify your identity before making changes, or providing information.


Cookies and Website Tracking

We use cookies to improve website functionality and analyse traffic. You can adjust your browser settings to disable cookies, but this may impact your experience on our site.


Complaints

If you have a privacy complaint, please contact us directly. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.


Contact Us

Attention: The Privacy Officer

Brisbane City Apartments
173/18 Tank Street, Brisbane QLD 4000
Email: privacy@sp.apartments