FAQ

How can I change my booking?

You can amend your car park booking up to 24 hours before your arrival time however all products purchase on website are prepaid and non-refundable. Please also note that the price may change if you alter the dates and times on your booking. To amend your bookings please modify booking via same booking link. You cannot change our non-amendable, non-refundable products as per our terms and conditions.

Can I cancel my booking if I need to?

Please note that all products purchased on website are prepaid and non-refundable unless specified differently on product terms and conditions. Date change is allowed 24 hours prior to your arrival time. You can cancel your booking however no refunds will be offered.

What's self-parking?

Self-parking at Pullman and Mercure Melbourne Albert Park requires you to park your own vehicle in any unreserved bay in our underground car park accessible via Lorne Street. You can then use the hotel elevators in the underground car park to reach the Ground level reception. Self-parking only allows one entry and one exit. Please note that vehicle is parked at owners risk and hotel does not accept any responsibility for any loss or damage caused to the vehicle.

What's Valet Parking?

Valet parking at Pullman and Mercure Melbourne Albert Park is when one of our friendly staff members from our concierge team will collect your car outside the hotel entrance (65 Queens Road) and will park your car for you. We will return it to the entrance at your desired time. It's extremely convenient and great if you're travelling with children, have lots of luggage or are disabled. You can simply walk to check-in while the rest is done for you. Valet-parking also allows you to enter and exit unlimited times in a 24 hour period. Please show your booking confirmation to our friendly driveway attendant on arrival. Please note that Valet parking special terms and conditions apply and vehicle is parked at owners risk. Please refer to terms and conditions listed on the website for more details. Hotel does not accept any responsibility for any loss or damage caused to the vehicle.

What if I overrun my parking time?

Don't worry, your car will still be safe until you return. When you arrive back at the car park, you can pay for the extra hours or days you exceed locally. Extra hours or days will be charged at the car park's gate rate.

What if I arrive early?

Please note that all products have 1 hour grace period on either side of your arrival or departure time. You will not be able to enter the carpark using your unique booking QR code earlier than 1 hour before your scheduled arrival time. Extra hours or days will be charged at the car park's gate rate if you enter earlier and collect a ticket. You may also forfeit your existing booking.

How do I enter the carpark?

Self-Parking: Please scan your QR code located on your booking confirmation via print out or phone to enter the carpark via Lorne Street.

Valet Parking: Please access car park via hotel main entrance located on 65 Queens Road and provide your booking confirmation to one of our concierge team member.

Does my hotel booking include car parking?

Our hotel room rates usually do not include car parking as we allow you the flexibility to choose how you are arriving to the hotel and if you are arriving by car which product best suits your parking needs. If you are unsure if your rate includes parking please contact our friendly reservations team for assistance on h8788@accor.com

I am staying in the hotel do I have access to cheaper parking?

Yes you may be entitled to a discounted rate, please email our reservations team for a promotional code on h8788@accor.com. Promotional codes are subject to availability and change.

I am attending an event in the hotel and my car parking should be paid for, what do I do?

If you are attending an event and the organiser has advised your car parking is complimentary please contact them for your unique promotional code which will discount your parking to agreed value or based on agreement with your events team. You will still need to book your parking online and use the QR code on your booking confirmation to enter on the day.

Will my car space be reserved?

No, reserved spots are for our permanent car parkers only. Please park in any unreserved bay. Parking in a reserved bay is unauthorised and may result in your vehicle being towed or clamped.

What measures are in place to protect my vehicle?

We pride ourselves on offering a secure parking experience. Security features in place include:

• Underground access via ramp or hotel elevators only

• 24 hour CCTV

• Regular checks by security staff

• Brightly lit parking bays

To minimise the risk of theft or damage to your vehicle we recommend you do not leave any valuable items in your vehicle and instead use our complimentary safe-hold service via reception for any valuable items. Parking remains at your own risk and the hotel is not liable for any damage or loss incurred.

What is the maximum height of a vehicle allowed?

Level one – max height is: 2.30 meters

Level two – max height is: 2.30 meters

Can I access the carpark 24 hours a day 7 days a week?

Yes, the valet and self-parking are both available 24/7.