Help Desk
Questions, Answered Honestly
Everything guests actually ask — grouped, searchable and written by the people who work the desk, not a legal department. If the answer is not here, the concierge line is open around the clock.
Still stuck?
The contact desk replies within the hour, 24/7.
Arrival & departure
Gaming salon
Spa & dining
Families & pets
Payments
01
Arrival & Departure
Check-in, checkout, parking and luggage — the logistics of getting in and out without friction.
Standard check-in begins at 15:00. Direct bookings through bonzarooms.com receive complimentary early check-in from 11:00 when a clean suite is available — and on busy days we text you the moment yours is ready.
Checkout is 11:00 standard, 14:00 for direct guests and 16:00 for Penthouse and residence guests. Later departures can be arranged at $60 per additional hour, subject to the next arrival.
Secure underground parking sits beneath the building at 1 Binara Street — $35 per night self-parking or $45 valet. EV charging bays on level B1 are complimentary for guests.
Always, and always free. The bell desk tags and stores bags in a supervised room — collect a receipt tag and reclaim whenever suits, including days later on return trips.
Canberra Airport is fifteen minutes by car outside rush periods. Our chauffeured transfer meets you at the barrier for $95, or taxis queue outside arrivals around the clock.
02
The Gaming Salon
Access, rules and responsible play — how the casino side of the house works for hotel guests.
No — Casino Canberra operates its own public entry. What residency adds is hosted salon access: the private door, priority seating and table-side dining service.
Entry is strictly 18+ with photo ID, as required under ACT law. The dress standard is smart casual — no sportswear after 20:00 in the salon areas. Hotel guests receive a dress guide with their welcome card.
Qualifying packages include promotional credit issued by the casino for table play. It cannot be exchanged for cash, must be played once through, and expires at checkout. It is a gesture, not a strategy.
The casino provides self-exclusion programs, trained floor staff and links to Gambling Help Online (1800 858 858). Our concierge can connect guests to support discreetly at any hour — no questions, no forms.
Yes — the salon arranges dealer-led learn-to-play sessions for beginners and private-table hire for groups of six or more, subject to casino licensing conditions. Book through the concierge with 48 hours' notice.
03
Spa, Pool & Dining
Appointments, dietary requests and the rhythm of the hotel's slow floors.
The hydrothermal circuit is complimentary for all overnight guests; day visitors pay $85. Treatments are always extra — the full menu sits on the rate card.
Weekend slots book out a week ahead; weekday evenings about two days. The spa team keeps a cancellation list — it is worth joining.
Every menu carries full allergen notation, and the kitchen prepares coeliac, vegan and allergen-free versions of most dishes with advance notice. Flag requirements at booking and the chef's team confirms directly.
The main pool holds 26°C through winter — Canberra swimmers are made of stern stuff, but the water is kind. Cabanas are bookable in every season; winter bookings include heated towel service.
The all-day dining room does. The chef's counter absolutely does not — its ten seats sell out roughly two weeks ahead. Reserve through dining reservations.
04
Families, Pets & Groups
Bringing the whole crew — human or otherwise — and keeping everyone happy.
Nothing on existing bedding up to age twelve, and cots are always free. Extra adults or rollaways carry a $65 nightly charge. The kids' club runs mornings at $35 per session for ages four to twelve.
Dogs up to 20 kg join the Canine VIP program at $45 per night — bed, bowls, treats and a walking map included. Other animals are considered case by case; cats have stayed before and behaved impeccably.
Babysitting runs through the concierge with vetted, first-aid-certified carers at $38 per hour (four-hour minimum). Parents receive the sitter's profile before confirming — and the kids receive a games hamper either way.
Blocks of five rooms or more qualify for group rates and a dedicated coordinator — useful for weddings, tournaments and conference weeks. Enquiries go through events or the contact desk.
Step-free access throughout, twelve mobility-access suites, pool hoist, and hearing-loop equipped event rooms. Tell us your requirements at booking — the right suite is held rather than promised.
05
Payments & Policies
Money matters — deposits, currencies, cancellations and the documents that govern them.
Standard bookings are guaranteed by card and charged at check-in. Advance-purchase rates charge immediately at a lower price. A $200 pre-authorisation covers incidentals and releases automatically on departure.
Visa, Mastercard, Amex, UnionPay and EFTPOS — all in AUD. The desk arranges currency exchange referrals for international guests; the casino cage handles gaming transactions under its own licence.
Flexible rates cancel free until 48 hours before arrival; advance purchases are non-refundable but date-changeable once. The complete schedule sits in our refund policy — no asterisks hiding anywhere.
Guest data lives in Australia, is never sold, and is handled under our privacy policy. GDPR rights for international guests are covered on the legal page.
No resort fees, no service fees, no "facilities charge". What the rate card shows is what the invoice shows — GST already included in every figure on this site.
Still Unanswered?
A Human Replies Within the Hour
The concierge desk is staffed around the clock by people who work in the building — not a call centre with a script. Phone, email or the form; whichever you choose, a name you can follow up with signs the reply.
Contact the Desk
+61 2 6274 5500
Ready When You Are
Questions answered, policy read — all that remains is choosing which suite gets the view.