Frequently Asked Questions

FAQs for guests

How do I make a booking?

Bookings can be made through our booking page or by calling our office on 03 9028 7977. We accept most credit cards, bank transfer and PayPal.

If there is a problem with the property, who do I call?

Call us using the details listed in the arrival confirmation email or on the contact information listed on our contact page. We are available 24/7 for emergencies, just follow the menu to be directed to the right area.

What happens if I lose the keys?

You will be charged for the replacement cost of the keys, remotes and or access tags so please try not to lose them! We have spare copies and can arrange a temporary set and access to the property at your expense.

How do I get my keys?

Key collection is from our office in the city next to Southern Cross Station during business hours and special arrangements will be made outside these times. If arriving from the airport, we recommend catching the Skybus airport transfer to Southern Cross Station and we can direct you from our office to the home you've booked. If meeting at the office is going to be a problem for you, just get in touch and we can make other arrangements.

Where is your office?

We are located at 601 Little Collins St, Melbourne (very close to Southern Cross station). There is a glass door to the left of the big garage door with a sign next to it saying 'Beyond a Room'. Press '04' on the keypad next to the door and we can buzz you in!

What time is check in and check out?

Our standard check in/out times are 3:00pm and 10:00am respectively.

What do I do with the keys when I check out?

You will be provided with instructions by email for what to do with the keys when you checkout. As a general rule, they are to be locked inside the home but just don't forget to take your car out of the garage first if your home has parking.

What if I want to checkout late or to arrive early?

Although we have a standard check in/out time, we do our best to be flexible with arrivals and departures - please contact us directly to let us know what your needs are. If you check out late without confirming it with us we may need to charge you a fee as it disrupts our cleaning schedule. We also have a luggage-storage service if you want to leave your bags with us so you can wander the city on your arrival/departure day.

When will the security deposit be refunded?

Security deposits are refunded up to 7 days after you have checked out, unless otherwise specified by external providers or there is a problem and deductions need to be made. You will always be notified if any adjustments are made to your security deposit.

Who do I call in the case of an emergency?

In the case of an emergency requiring Police, Ambulance or Fire-brigade you should always dial 000 and seek relevant assistance. If you need our assistance urgently but it's not a life threatening situation you can call our office on 03 9028 7977 and if it's after hours, press number '2' on the phone menu to be directed to our 24/7 emergency line.

I want Beyond a Room to manage my apartment, what should I do?

It's super easy – just pop your info into this contact form and we will get in touch with more information and the next steps!

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