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Frequently Asked Questions

If you have a question not answered below, please contact us

Our office is open from 9:00 am to 5:30 pm [17:30 hours] 7 days a week. Out of office hours by appointment only. We have an on-call phone for after hours emergencies.  The Guest information Booklet in your apartment will have the answers to most of the questions you may have about the apartment and building. We ask that guests limit any after-hours calls to emergencies only.

Booking Process

How to make a Booking?

The simplest way is to use our online booking system. It's quick, easy and we get all the information right up front. It saves a lot of time and unnecessary emails.

If your situation is a 'little different', then please use the contact form on our “Contact us” page, or simply give us a call.

Contact Us: Local: 0467 666 900; [International] +61 467 666 900 or

What forms of payment do you accept?
  • Direct Bank transfer or Credit card (visa, master card, debit, American Express). *Surcharges apply for credit card payments

Visa & Mastercard

2% surcharge

American Express

2% surcharge

International Credit Card (non-AU)

2% surcharge

Direct deposit into a bank account

No surcharge [Within Australia

  • Valid credit card is required upon check-in. This must be the same credit card used to make the booking payment and will be verified with a non-refundable charge of $1 (AU) on check-in. (This is for the protection of you as the consumer and us as the business against fraudulent activity).

         ** Guests who are unable to meet these check-in requirements will not be granted access to the apartment.

  • Cash is also accepted for full payment but you will still need to provide a credit card for security purposes.

  • All prices and payments are in Australian Dollars.

Is a deposit required?

50% deposit is payable to secure your booking. (But if your arrival date is within 30 days of booking, then the full amount is payable at the time of booking).

Alternative arrangements can be made for long stays of 28 days or more.

Note: Dates will automatically be made available for rebooking if the deposit isn’t received or contact made by you. Contact Platinum Apartments to discuss an alternate plan if this isn’t possible.

All Payments must be made in Australian dollars.

When do you require full payment?

The balance of your accommodation fee must be paid 30 days prior to arrival unless the booking terms specify agreed instalment payments. A lapse in payment of the balance or lapse of a instalment payments may mean automatic cancellation of your booking, with no refund of any payments made.

Is the home, town home or condo I see on the Internet the one I get?

Yes, unlike most vacation rental companies, we rent the specific property you see in full detail on our website. We believe that this is the best way to ensure you will be happy with your accommodations.

Does the home look in person like it does on the website?

Yes, normally everything you see in the photos is what you will experience when you check in. From time to time we do up-date some artwork or furniture, however, in general the apearance is the same.

Will I receive confirmation once I have paid?

Yes. Once you have sent a deposit to hold the apartment you will receive a confirmation email.

General Info

Check In / Check out

Check-in time is from 2 p.m (14:00 hours). Since we want to ensure everything is in good working order to make your stay enjoyable, please note that you will have access to your property at that time. Upon request, early check-in may be arranged based on availability.


Check-in is from 2:00 p.m.
Check-out is by 10:00 a.m

How do I check into my apartment?

When you stay with us we want you to feel like you're in a home away from home, so on arrival one of our customer service team members personally meets you and shows you around the building, they will have the keys ready for you and will show you how to check out.

They will take you to the apartment, will answer any questions you may have and help you with anything you may need. Helping you to feel comfortable and familiar with the building and what's around.

Can I have a late check-out?

If you would like to request a late check-out, you will need to contact us directly to discuss availability. While every effort will be made to accommodate requests for a late check-out, this will be dependent on availability and at the discretion of Platinum Apartments.

What is the check-in arrangement for arrivals that occur outside of office hours?

When you book with us we can accommodate meeting you outside of office hours but it must be arranged. Our office hours are from 9 am to 5:30 pm [17:30 hours].

If you are planning on arriving outside those hours then a time needs to be organized. We do not have 24-hour staff coverage unless appointments are made. Extra charges will be incurred if our staff are still waiting more than 30 minutes after your confirmed arrival time

Late Arrival Check-in Costs:

Between 2 pm and 9 pm with a confirmed arrival time - No charge applied. 

Between 9 pm until 11 pm            $75.00 

After 11 pm until 5 am                 $100.00 

Between 5 am until 9 am              $75.00 


We understand that we have our guests coming from all over the world and flights come in at all different times. When you book, if you provide us with your arrival time we can coordinate one of our customer service staff to personally meet you and show you around.

What if I missed the after hours appointment?

We understand that delays happen, please advise of any delays so we can reschedule staff with sufficient notice. Without notice, missed appointments may incur additional charges to reschedule appointments outside of office hours.


What happens if I need to cancel my booking?

30 Days or more before arrival - Bookings which are cancelled or rescheduled more than 30 days of arrival will be refunded (less than 25% cancellation fee, and any credit card surcharge paid or third-party booking agency fees)

15 - 29 Days before arrival - No refund is given if the dates cannot be re-booked. If some or all of the dates can be re-let to equal value, then we will refund you the relevant tariff for those re-let dates MINUS a cancellation fee of 25% of your original total tariff.

14 Days or less before arrival - No refund, whole or partial, if cancelled 14 days or less before arrival under


Do you take a security bond on arrival?

Yes. we take a Security Bond $500- $1000 [dependant on apartment type] at check-in. However, a higher security bond up to $3000 may be required for larger groups or penthouse apartments. This amount is due on arrival which is fully refundable once the apartment has been checked after departure.

If there is any incidental damage or extra charges due to cleaning then, we will take that out of the bond. Details of a valid credit card are required as a security bond and will be verified, before check in details will be supplied. In lieu of credit card details, a $500-$3000 cash security bond is payable [amount is dependant on the type of apartment booked]. Refund of security bond will be effected as soon as possible following a satisfactory inspection of the premises after guests have vacated.

When do I get back my bond?

Your credit/debit card used for payment will be refunded with the amount taken. Your refund may take 3 to 7 business days to show back into your account, dependent on your financial institution's processing times. We cannot control how long your bank takes to return the refunded funds back into your account.

We reserve the right to charges to your credit card for breakages, incidental damages, excess cleaning or unpaid rent that occurred during the time of your stay. Such charges will be for the reasonable costs of repair to the item, or if it can not be repaired to bring it into a satisfactory standard, we will charge you for full replacement cost. If a broken item is part of a set (for example, two matching bedside lamps), you will be charged for the cost of two new lamps if the original can no longer be sourced. An administration fee to cover time spent in attending to such repairs/purchases will also be levied.

Are the apartment serviced?

When you stay with us you are booking a self-contained apartment.

We can provide extra services at a cost. Cleaning needs to be pre-organized so we can ensure we have enough staff.

Basic Clean includes: A tidy up of beds (no linen change), vacuuming, rubbish emptied, Kitchen benches wiped, toilets and basins sanitised. Towels put on to wash and dry.
Full Clean includes: Beds made with clean sheets, fresh towels are provided, vacuuming, dusting, rubbish emptied, kitchen benches wiped and a general tidy up. Bathrooms - basins, toilets cleaned and sanitised, shower wiped down and a general clean of the apartment.


Is car parking available?

Yes, we have private secure undercover parking available within the building. You can go directly to your apartment floor level from the carpark. The cost is $33 per night, per car space and requires booking for availability. The height of the vehicle must not exceed 2.1 metres. We cannot accommodate vehicles larger than 2.1 metres high [ie. buses, trucks or oversized vehicles]. 

If parking is available, normally only 1 car space is allowed per booking. However, sometimes we can accommodate a second vehicle but this will depend on availability. Guests must comply with parking regulations and show consideration to neighbours and other vehicles.

Parking is for our guests only. Wilson Public Parking at 2 Freshwater Place is available in the building basement for visitors. Their daily charges apply and we have no control over their pricing. 

Parking Specials run from time to time. Please enquire at time of booking.



Pet Policy

Are pets welcome?

Pets are not permitted in our apartments.

While we do love animals, however, we are unable to accommodate your pets.

There are a number of pet resorts and pet minding services that cover Southbank and the CBD.

The following have been recommended by Diggiddy Doggy Daycare, South Melbourne:

  • Pet Resorts

    • Kepala Pet Resort & Canine Country Club, 55 Edwards Road, Diggers Rest -
    • Mornington Lodge, Moorooduc Highway, Mornington -
    • Vern Ryan's Pet Resort, 3332 Geelong - Bacchus Marsh Road, Ballina East -
  • Pet Minders & In-Home Care

    • Watching Over Wilbur (Amanda) - 0431 193 431
    • Melbourne Pet Minders (Kim) - 03 9015 9899

After Hours

What are your office hours?

Office hours:

Monday to Friday are from 9am to 5:30pm (17:30:00 hours) AEST

Saturday 10am to 4:30pm (16:30 hours) AEST

Sunday 10am to 3pm (15.00 hours) AEST



DST starts at 02:00 (2 am) on the first Sunday of October, when the clocks move forward by 1 hour to 03:00 (3 am) local time. DST ends at 03:00 (3 am) when the clocks move back to 02:00 (2 am) local time on the first Sunday of April.

During DST, time zones have a different UTC-offset and time zone name. In Australia these are:

What happens if I need something after hours?

While staying with us we have an on-call number which we can be contacted at any time of the day or night.

Please note we are NOT a hotel and we do not have staff working 24/7. If something is wrong for eg. a light has blown we would appreciate if you called during office hours. (9am - 5:30pm (17:30 hours) but if there is an emergency call us at any time.


Is smoking allowed in the apartments?

Our apartments are strictly non-smoking inside. Any evidence of smoking inside the apartment will result in the cost of deodorizing the apartment and any other associated costs being deducted from your bond. If your apartment has a balcony, then smoking is permitted on the balcony only with the following rules applies: 

  • Ensure the door remains closed all the time
  • Ensure cigarettes butts are extinguished and empty the ashtray on departure
  • Ensure all cigarettes butts are extinguished before leaving the permitted area
  • Note: Empty tray will be considered as an additional cleaning duty - extra charge applies

Any form of smoking is prohibited, the example is listed below for reference:

  • Cigarettes
  • Cigars
  • Tobacco Pipe (Smoking Pipes)
  • Hookahs (Water Pipes)
  • Herbal Smoking
  • Vaping (Electronic Cigarettes/Pipes)


Goodies Hamper!

On arrival, all of our guests will receive what we call a ‘goodies hamper’ to help you through the first night or two of your stay with us. Biscuits, Tea, Coffee, Sugar and fresh Milk. Also, things like Shower caps, sanity bags, vanity bags, toothbrush, spare toilet paper are all included.

Do your apartments have cable television?

Yes, we provide the Foxtel Platinum Package which has 95+ channels for FREE, this is great for all. Enjoy movies, sport, music, news and much more

Is NBN/WiFi available?

In all of our beautiful apartments we provide one of the fastest NBN’s available, it's FREE! and ready for all to use.


If you have a Netflix account you can login and use your account for FREE.
If you do not have a Netflix account and would like to access Netflix, we can provide that service for you with a small fee.

Where can I store my luggage?

We can store your luggage for FREE inside these hours 9:00 a.m. to 5:30 p.m (17:30 hours) if your needing us to store you're luggage outside these hours, charges may apply.

Other Questions

Where is the closest supermarket?

Right at your doorstep. Opposite the entrance you came in there is an IGA with a liquor store.
There are also cafes, coffee shops, a bakery, a pharmacy and a 7Eleven located in the mall.

Where is the closest shopping centre?

DFO South Wharf: 20 Convention Centre Pl, South Wharf VIC 3006
From Freshwater Place, it is 10 - 15 min walk.

How far away is the airport?

It depends on the time of the day or night you are leaving.
Normally 20 - 30 Min drive but in heavy traffic or bad weather could take up to an hour or more.

If there is anything I need, do I go to reception desk?

No. The concierge staff at Freshwater Place are building management.

They are very friendly and can assist with the following things: Book a BBQ, Function Room, Massage Room, Theatre Room, etc.
Anything to do with the apartment please contact us directly on the on-call number that will be provided in your apartment.

What time does the pool and gym open and close?

On level 10 and 40, both the Pool and Gym are open from 6:00am and close 11:00pm

What Restaurants are nearby?

Lots! There are a wide variety to choose from. Family friendly to Top Restaurants in Melbourne are all at your doorstep!
Take a walk along the river and you will walk past endless restaurants.
To name a few:

  • Meat & Wine Co - Freshwater Place ground floor
  • TGIF - Freshwater Place ground floor 
  • Criniti’s -Freshwater Place ground floor
  • Waterfront Seafood Restaurant - Southbank Promenade
  • Spice Temple - Crown Casino ground floor
  • Rockpool Bar & Grill - Crown Casino ground floor
  • Silks Chinese Restaurant - 1st floor Crown Casino
  • Pure South Dining - Southbank Promenade
  • Left Bank - Southbank Promenade

Check In and Check Out

What is the check in time?

Check-In time is from 2pm daily. 

Arriving outside of office hours:  We do provide a 24hour check in service. This requires booking and additional charges apply for the hours between 21:00 hours to 0700 hours 

What is the Check Out time?

Check-Out time is before 10:00 am