FAQs
Bookings
How do I book an apartment?
You can instantly check accommodation availability, and make bookings, for Grove Street or Webster Street via our website, or by calling us on +61 5331 2335 or +61 487 487 057.
What is your cancellation policy?
We offer a very flexible cancellation policy for accommodation bookings made directly with us – for cancellations more than seven (7) days before your arrival date a full refund is applicable. We do have several accommodation packages that are non-refundable, and we recommend you check the terms and conditions of the package before making your booking. If you are booking through a third party, including Online Travel Agents, please refer to their cancellation policies.
What is the maximum number of guests that can stay in an apartment?
Our one-bedroom apartments accommodate up to two guests; whilst our two-bedroom apartments can accommodation up to four guests – with the option of an extra person (sleeping on a futon bed) with an extra guest charge of $30.00 per night payable.
What is the maximum number of nights I can book?
With the exception of our special ‘Stay & Save’ accommodation package, there are no restrictions on the number of nights that you can book to stay with us. If you are planning to stay for a week (seven nights) or longer, please contact us directly to discuss our long-stay accommodation rates. A weekly, light service and linen refresh is provided for accommodation bookings of 7+ nights or longer.
How do I make a group accommodation booking?
Please contact us directly to discuss your group’s accommodation requirements – depending on the time of the year, and number of apartments required, we may be able to offer a special group accommodation rate.
If I am making a group accommodation booking, do I need to provide the names of each guest at the time of booking?
No, we can hold your group accommodation booking under your, or your company’s name. The names of each guest, and an Australian mobile number, will be required prior to your group’s arrival date so that we can provide our check-in details to each guest.
Can I order an extra bed?
We can provide a rollaway bed, subject to availability, with a nightly charge of AU$30.00 payable.
Can you provide a baby cot and / or high chair?
We do not provide baby cots or high chairs. There is plenty of room to accommodate them in each of our apartments so please do feel free to bring along your own to make your stay as comfortable as possible.
Payments
Which methods of payment do you accept?
We accept direct debit (EFT) and credit card as forms of payment. A surcharge of 1.8% applies when paying with Visa or Mastercard; and 3% if using American Express.
If paying by EFT, our bank account details are below. Please send us a copy of your remittance advice by email confirming your direct debit to enable us to easily identify receipt of your payment.
Account Name: LWLA
BSB: 033 364
Account No: 712720
Which currency is my stay charged in?
All of our accommodation rates and packages are priced in Australian dollars ($AU)
Do you charge a refundable bond or security deposit?
A refundable bond or security deposit may be charged to your credit card.
I booked my accommodation online and haven’t received a confirmation. What should I do?
A refundable bond/deposit may be charged on your credit card.
I booked online and haven’t received confirmation. What should I do?
If you booked via our website, please check your Junk or Spam folder to see if your confirmation email has arrived. If not, please contact us by email to have a reconfirmation of your accommodation booking sent to you.
If you booked via a third-party operator, please contact them directly for a reconfirmation of your stay.
Can you provide a Tax Invoice for my stay?
If you booked via our website, or your accommodation payment was processed by Lake Wendouree Luxury Apartments, please contact us by email to have a Tax Invoice issued for your accommodation booking.
If you booked and payment was processed by a third-party operator including Online Travel Agents or a Retail Travel Agent, please contact them directly for a Tax Invoice.
Facilities
When were your apartments last renovated?
All of our apartments underwent extensive renovations in 2015.
Do you allow pets to stay at Lake Wendouree Luxury Apartments?
Sadly Lake Wendouree Luxury Apartments no longer accommodate pets. Please leave all furry friends at home when coming to stay. We apologise for any inconvenience caused.
Can I smoke at Lake Wendouree Luxury Apartments?
All of our Webster Street and Grove Street apartments are strictly non-smoking.
Can I have an apartment with views of Lake Wendouree?
Unfortunately, whilst within walking distance of Lake Wendouree, none of our apartments offer lake views.
Do the apartments have ensuite bathrooms?
Yes, three of our Grove Street apartments do have an ensuite bathroom. If you require an ensuite bathroom, please let us know when making your booking with us online or contact us via email or call telephone and we will note your special request in your accommodation booking.
Unfortunately, none of our Webster Street apartments offer an ensuite bathroom.
Three of our Grove Street apartments feature two bathrooms – if you would like to request one of these apartments, please contact us directly.
Does the bathroom have a walk-in shower or bath?
All Grove Street apartments have walk-in showers with large square back shower heads.
All Webster Street apartments feature a low bath and overhead shower combination; with the exception of Apartment 1 which has a walk-in shower with a large square back shower head.
Do you provide towels and linen?
Yes, all bedding and towels are supplied for your stay – if you have additional people staying and require extra towels – please let us know.
If you are booked to stay with us for 7+ nights a weekly, light service will be provided including a refresh of linen and towels.
What facilities are provided in each apartment?
Each fully furnished apartment features the following facilities:
A fully equipped kitchen including a 4-burner gas cooktop stove and electric oven; microwave; full sized fridge and freezer; dishwasher; toaster and kettle; together with cooking utensils, cutlery, crockery and glassware. A selection of pantry essentials is also provided including tea and coffee, spray oil, glad wrap, salt and pepper.
Guests receive a supply of bathroom amenities including shampoo and shower gel; and a hairdryer is provided.
All apartments include a washing machine and drying rack.
All apartments have reverse cycle AC – with some apartments featuring a gas wood fireplace.
Is there free Wi-Fi?
Yes, we provide our guests with complimentary Wi-Fi during your stay – please be aware that speeds can vary in regional areas and can be slower than the city, or at home.
What entertainment options are available in my apartment?
All apartments feature a 55-inch Smart TV, CD and DVD player.
Are safety deposit boxes provided in the apartments?
No.
Are your apartments easily accessible for guests requiring the use of a wheelchair or walker?
Yes, all our ground floor apartments at Webster Street and Grove Street provide wheelchair access.
Can I prepare and cook my own food?
Yes, each apartment features a fully equipped kitchen for you to prepare your own meals whilst staying at Lake Wendouree Luxury Apartments.
Do you provide a laundry service?
Each apartment has a washing machine, drying rack, iron and ironing board. If you would like your laundry done for you, we can recommend a local drycleaner close by.
Is there a housekeeping service? How often are the apartments cleaned?
We do not offer a daily housekeeping service. For longer term stays of 7+ nights, apartments are provided with a weekly, light service including a refresh of linen and towels.
Is there a housekeeping service? How often are the apartments cleaned?
For short term stays, rooms are serviced daily. For long term stays, rooms are serviced weekly.
Your Stay
What is check in and check out times?
Check-in is from 2:00pm onwards; with check-out at 10:30am.
Where is Reception?
We do not have an onsite reception area. Our remote office hours are from 9.00am – 5.30pm.
All guests receive a SMS to a valid Australian mobile number at approximately 1.00pm on the day of their arrival confirming their apartment and car park number, the door pin code and Wi-Fi password.
The mobile number that your pre-arrival text message is sent from is for your use, in the unlikely event of an emergency, during your stay.
If you are booking your accommodation on the day of your arrival and, or if you haven’t received your arrival details by 2.00pm, please contact us on M: +61 487 057 to obtain this information.
Is there off-street parking available?
Yes, each apartment includes off-street parking for one car with additional, complimentary, parking available on the street.
I am wanting to book accommodation on the same day as my arrival date?
You can instantly check accommodation availability, and make bookings, for Grove Street or Webster Street via our website, or by calling us on +61 5331 2335 or +61 487 487 057.
Please contact us directly on M: +61 487 057 to obtain details of your apartment and car park number, the door pin code and Wi-Fi password.
I am arriving late at night. How do I get my keys?
We are a keyless environment – you will receive a SMS to a valid Australian mobile number at approximately 1.00pm on the day of your arrival confirming your apartment and car park number, the door pin code and Wi-Fi password.
If you are booking your accommodation on the day of your arrival and, or if you haven’t received your arrival details by 2.00pm, please contact us on M: +61 487 057 to obtain this information.
Can I extend my booking?
Yes, if we have availability, you are welcome to extend your stay – please contact us directly via email or telephone to discuss your new departure date requirements.
What do I do with my keys when I leave?
We are a keyless environment – on your departure, please ensure you have taken all of your belongings and simply close the door on departure.
Where can I find information about Ballarat?
As locals, we encourage you to discover our wonderful city of Ballarat. Explore Ballarat