Our Guest Services team are living local and available 7 days. For reservation requests, custom pricing and group bookings, please submit all enquiries using this form and a member of our team will be back to you within 24 hours. For guests who are busy enjoying their LOCAY stay at one of our properties, please direct your enquiry to the Guest Services team at your accommodation for immediate support.
7 days, 8am – 5pm
For all editorial, social marketing and media enquires, please send us more details about your opportunity and we will be back to you within the next business day!
FUTURE LOCAY PARTNER?
For more information on joining the Locay Partnership Program, please email us directly. Our awesome management team will be back to you within 1 business day.
Below are some common questions the team at LOCAY regularly are asked by our valued customers. Please keep in mind that for anything more property specific, it is best contacting our guest services team at the property in questions, who will be most happy to give you any further detail on your upcoming LOCAY experience.
What is LOCAY?
LOCAY is a portfolio of boutique accommodations currently based in Sydney.
Each property can been booked directly through the LOCAY website with live, up to date availability.
A LOCAY property has been selected due to its reliable consistency, management, quality and availability in accepting both short and long term stays. LOCAY properties are commonly found in accessible neighbourhoods and deliver on value for money every time. Drawing inspiration from their local surrounds, they celebrate local partnerships and communities ensuring you can live like a local during your time with them,
Is LOCAY like Airbnb?
Whilst some of LOCAY parter properties can be found listed with AIRBNB. However, where we are different is that we can assure each and every property is serviced, well managed and most importantly safe. Our accommodations DO look as good as the photos and are supported by talented, proactive and friendly Guest Services teams on-site daily.
You have the reassurance that when you arrive, you will receive a warm welcome at your quality boutique accommodation that will deliver a superb LOCAY experience.
Our guarantee is that you will not leave disappointed, our goal is to exceed your expectations.
Is my booking confirmed immediately?
Yes – LOCAY technology communicates with properties every minute meaning your booking is immediately confirmed.
Often LOCAY properties will contact guests in advance to reconfirm arrival times and any other additional details required for your stay.
When do I pay for my reservation?
Standard check-in time is from 2.00pm.
LOCAY properties reconfirm all reservations 24 hours prior to arrival to confirm proposed arrival details.
In the instance where guests may be arriving after hours, arrival details are sent out on the day to all guests for a very simply self checkin upon arrival to each property.
All rooms are guaranteed ready for a 2pm arrival.
Should your room be ready prior to this, LOCAY partner properties will do our best to accommodate an earlier check-in for you, or alternatively can happily arrange the storage of your luggage until your room is ready.
What time is Check-out?
What is a Local Vacation when you have to rush out the door!
Stay that little bit extra, with all LOCAY guests offered complimentary late check-out until 12pm!
Please note that extended check-out times must be arranged prior to your departure day with LOCAY Guest Services directly.
Am I provided fresh linen for my stay?
In light of the most recent COVID19 outbreak, LOCAY parter properties have reviewed our daily housekeeping schedule for those guests staying longer than 1 night. To reduce the frequency in which staff and additional parties may need to enter and exit guest rooms, you will see a very basic daily service take place.
You can rest assured that LOCAY partner properties have friendly Guest Services team available daily at each property to ensure the provision of fresh linen and additional amenities as often as you need.
Weekly and Monthly stay long-term guests benefit from hugely reduced rates of stay and with this, are asked to ensure regular up keep of their room and facilities.
LOCAY partner properties continue to monitor and review the current situation in NSW and follow strict advice from Government Health regulations to ensure they continue to provide a seamless service with the safest of practices in mind.
Fresh linen is provided for those bookings with a duration of more than 4 nights. If at any stage guests do have additional towel or linen requirements we encourage them to ask helpful on site Guest Service teams who will see to it immediately.
Do note, additional towels and linen may attract additional fees in some cases.
Does my stay include Breakfast?
LOCAY partner properties do not offer or provide breakfast but rest assured that with the amazing cafes and dining hubs that surround each of these local neighbourhoods, you will want to head out and try what these fantastic places have to offer!
Should you wish to purchase and keep your own breakfast snacks, you are more than welcome to use the small fridge located within your room to do so. Some LOCAY partner properties boast kitchenettes and communal areas where snack preparation is made convenient.
All LOCAY guest rooms include boutique tea and coffee brewing supplies and a kettle, along with basic crockery and cutlery for use. Toasters and microwaves can also be found at each LOCAY property for 24 hour guest use.
What time is Check-in?
Upon booking with LOCAY, your payment account will immediately be verified and dependant on your selected rate plan, charged. Flexible bookings will be paid on arrival. Non refundable or LOCAY exclusive rate plans will be charged upon booking.
For all payment enquiries please contact LOCAY prior to arrival, alternatively discuss with our LOCAY partners at check-in.
Can I book for tonight?
Yes, subject to availability.
You can do this via our website, email or phone directly +61 2 9326 5145
What do I do in the event of an emergency during my stay?
At checkin for each LOCAY partner property you will be fully briefed on the services, housekeeping and emergency procedures of the property.
Late arrival guests will be provided this information within your arrival package.
Each property does offer 24 hour emergency support via the intercom found at the front of their porch. This can be used by all guests in house however do note some fees may apply for lock out requests or lost room keys whereby a call out is required.
What are LOCAY cancellation terms?
At LOCAY, we believe in being flexible. Where we can, we want to ensure we can help.
Whilst full payment is taken to confirm your reservation, all bookings will fall into one of the following categories dependant on purchased rate plans:
Refundable Standard Room Rates
You will be charged the nightly rate for reservations which are cancelled within 48 hours.
Cancellation is free of charge for guests until 2pm, 48 hours prior.
Any booking modifications, including date changes and/ or a full cancellation of your booking made within 48 hours of 2pm will be charged the nightly rate.
Any booking modifications requested after check-in must occur at least 48 hours prior to the change taking place to avoid any charges.
Bookings will be charged upon check-in.
Non-Refundable and LOCAY Exclusive Rates
If you have booked a Non-Refundable Rate Type, any cancellation will incur the full cost of the booking, unless it is cancelled within 24 hours after the booking is made.
Full payment will be taken at the time of booking.
However, where a cancellation takes place outside 48 hours, LOCAY will offer guests a credit to the value of their booking. This credit can be used at any of our LOCAY partner properties within 3 months of your cancellation.
Booking modifications, including date changes are not allowed on these rate plans.
All bookings will be charged in full upon booking confirmation.
No Show Policy
Failure to arrive at a LOCAY property on the booked check-in date will be treated as a no-show and the remainder of the booking will be cancelled.
If you have booked a rate eligible for a refund, you will incur a charge for those nights which fall within 48 hours of cancellation.
If you have booked any of the Non-Refundable Rates you will be charged the full cost of the booking. No credit will be offered in this case amongst partner LOCAY properties.
For bookings made on a refundable rate type booking changes are subject to availability and any applicable charges.
If a date change is possible, the originally booked nightly rate may be subject to change and a higher rate may apply. The difference between fares may be required in confirming such changes.
For bookings made on any of the Non-Refundable Rate Types, booking modifications are not allowed inside 48 hours.
New Year’s Eve
If any night falls between 30 December and 4 January (inclusive) your booking is fully pre-paid and non-refundable.
Payment will be taken at the time of booking and modifications or cancellation are not allowed.
Can I book in larger groups?
Group reservations are considered any booking of 5 or more rooms.
We would encourage you to visit our GROUPS page which details more information on what options are possible with our partner properties in booking multiple rooms.
Payment Confirmation details for group reservations are as follows:
We require a 25% deposit at the time of the booking to hold the rooms. This will be taken at time of booking confirmation.
A further 50% is required 30 days prior to arrival.
The balance of 25% is payable 7 days prior to arrival.
If the booking is cancelled after the first payment and before the 2nd payment a $200 cancellation fee applies.
If the booking is cancelled after the 2nd payment the 25% initial deposit is non-refundable.
After the final payment is made there are to be no changes or refunds.
We are happy to work with guests on minor booking modifications prior to 7 days before the arrival date, availability dependant and in line with cancellation terms.