Help Desk
Frequently asked questions
Everything guests ask before and during a stay — bookings, the casino floor, dining, wellness, transport, events and the fine print.
01
Reservations & check-in
Rooms, rates and arrival logistics — what to expect at the front desk.
Check-in from 15:00, check-out until 11:00. Suite guests get flexible
timing subject to availability — just tell the concierge when you land.
Booking through our official partner portal carries the live best rate.
If you find a lower public rate within 24 hours, the desk will match it and add a dining credit.
Yes — add the note at booking or use the contact form. Riverview and corner suites are allocated first to members.
Always — the bell desk stores bags free from any arrival time, and the
spa showers are open if you want to freshen up before the room is ready.
02
Casino floor & salon
Access, etiquette, limits and how the private rooms work.
Any guest or visitor aged 18+ with photo ID. Entry follows South
Australian gaming regulations; the floor runs 10:00–04:00 daily.
Salon access comes by invitation, Players Club Reserve tier and above,
or a hosted introduction. See the salon page for limits and terms.
Main-floor tables start at $10–$25 depending on the game and hour;
premium zone minimums run $50–$100; salon minimums are quoted on application.
Smart casual all day on the main floor; collared shirts after 18:00. The
salon asks for evening attire — jacket recommended, not required.
The floor follows the SA responsible gambling code — trained hosts,
self-limit tools at every terminal, voluntary exclusion programs and a 24-hour support line.
03
Dining & bars
Restaurants, the chef's table, room service and the Vault Bar.
Recommended for the signature restaurant and essential for the chef's
table. Walk-ins are seated when capacity allows — residents get first call on the waitlist.
Yes — a late menu runs overnight and the full menu runs 06:00–23:00. The
breakfast tray order closes at 22:00 the night before.
Ask the concierge for the week's door word. It changes every Thursday
and entry is residents and invited guests only.
All kitchens run allergen protocols; note requirements at booking and
the chef will confirm a custom menu — degustations adapt fully.
04
Spa, pool & wellness
The thermal level, cavern, rooftop pool and fitness club.
The thermal circuit and pool are included for residents; treatments, the
private spa suite and the silent cavern are booked per session — see spa services.
Family swim runs 08:00–11:00 daily; afternoons are adults-only. The
thermal cavern is 16+ at all times.
Yes — outside guests can book treatments and day passes subject to
capacity. Residents are never bumped for outside bookings.
Nothing — robes, slippers, towels and lockers are provided. Swimwear is
required in the thermal circuit; the cavern provides salt-friendly suits on request.
05
Getting here & around
Airport transfers, parking, shuttles and the chauffeur fleet.
Fifteen minutes by car — chauffeured sedan from $95, premium taxi rank
outside arrivals, or the meet-at-door VIP service detailed on the transfers
page.
Valet parking is included in every room rate — the car is garaged,
cooled or warmed on request, and EV charging is complimentary.
Yes — an hourly shuttle runs to Glenelg for residents and the private
beach club, first run 08:00, last return 19:00 in summer.
The concierge arranges sedans, SUVs and the vintage fleet for Barossa
drives — chauffeured or self-drive with full insurance.
06
Events & celebrations
Weddings, galas, boardrooms and private parties.
480 for banquet seating, 900 for receptions, divisible into two halls
for mid-size events. Full specs on the events page.
The romance desk stages proposals, anniversaries and private dinners —
from a candlelit conservatory to a boat on the Torrens. See celebration options.
Preferred suppliers are vetted and insured; outside vendors are welcome
after a short compliance check the events team handles for you.
07
Membership & rewards
The Players Club, tiers and how points are earned.
Yes — entry tier is free at the desk or online. Points accrue on gaming,
dining and stays; upper tiers carry salon access and suite benefits.
Tier points reset annually on your anniversary; reward points never
expire while the account stays active — one transaction every 18 months keeps it live.
Reserve and Noir members are recognised at partner lounges in Sydney,
Melbourne and Perth — status travels with the card.
08
Policies & the fine print
Cancellations, privacy, pets and house rules.
Rooms and most services cancel free to 48 hours; packages to seven days;
events carry tailored terms. Full text on the refund
policy.
Dogs up to 20 kg are welcome in selected suites through the canine
concierge program — registered at booking, with a dedicated pet floor.
We follow the Australian Privacy Act and GDPR for international guests —
the privacy policy and legal page cover retention, rights and contacts.
The property is smoke-free except the ventilated cigar saloon — a
cedar-humidor room reserved for members after 18:00.
Still curious?
The concierge answers in under three minutes on average — day or night.