FOR ALL BOOKINGS AND ENQUIRIES 07 3847 1923

FAQ & Terms

FAQ

Q: Do I have to bring my own linen or cutlery?

No! Isla House provides linen, towels, cutlery and kitchen appliances. All you need to bring are clothes and personal toiletries, like soap, shampoo, toothbrush and toothpaste, and if applicable, medication and relevant paperwork.

Q: What are my options if I require financial assistance to cover the cost of patient accommodation or travel?

Financial assistance is available through:

Q: Am I eligible for Queensland’s Patient Travel Subsidy Scheme (PTSS)?

Please check with Patient Travel Subsidy Scheme (PTSS) or with your local hospital’s Patient Travel Office.

Q: How does QLD’s Patient Travel Subsidy Scheme (PTSS) or NT’s Patient Assistance Travel Scheme (PATS) or NSW’s Isolated Patient Transport and Accommodation Assistance Scheme (PTAAS) work?

In recognition of Australia’s vast distances and to maintain world-leading health services to Australian citizens, the various State and Territory governments of Australia subsidise travel and accommodation expenses for patients and their carers. Subsidising travel and accommodation is cheaper to the Government than building new medical facilities and hospitals, training staff and retaining specialists in regional areas.

More information can be found on their respective websites:

Q: Why is Isla House Greenslopes labelled as “Guesthouse Accommodation”?

Isla House Greenslopes is labelled as “Guesthouse Accommodation” as it differs from traditional motels, hotels and serviced unit apartments, as there are communal kitchen and lounge room spaces. These communal spaces allows for a friendly, homely atmosphere that gives a “home away from home” feeling.

Q: Are there any rooms with private bathrooms at Isla House Greenslopes?

Yes! These are subject to availability. Please call (07) 3847 1923 to confirm availability. All rooms and units at Isla House PA have their own private bathrooms.

Q: What time does the Courtesy Bus leave for the hospitals?

The Courtesy Bus leaves Isla House Greenslopes for the hospitals at 8.30am, 11.30am and 2.30pm. The Courtesy Bus services Isla House PA roughly 5-10 minutes after those times. Please call for more information. 

Q: What time does the Courtesy Bus pick-up from the hospitals?

The Courtesy Bus pick-up times are roughly after 8.30am, 11.30am and 2.30pm, subject to distance and traffic. To be picked-up on the Courtesy Bus, please call (07) 3847 1923 before 8.30am, 11.30am and 2.30pm to request. If there are no trips requested for that time, the Bus does not travel.

Q: What if I require a drop-off or pick-up outside of the 8.30am, 11.30am or 2.30pm times?

Please call (07) 3847 1923 to arrange transport with Simon or Seng. Trips outside of the Courtesy Bus times are subject to availability and fixed cost.

Q: Can I park my car at Isla House?

Yes. At Isla House Greenslopes, there are limited off-street parking available. If this is full, there is plenty of free on-street spaces available on Bunya Street. Please note, parking spaces are not reserved.

Yes. At Isla House PA, there are off-street parking spaces available to guests. Due to the proximity to Princess Alexandra Hospital (PAH), on-street parking is metered and subject to cost. Please register your vehicle’s number plates with our office or your car may be towed. Please note, parking spaces are not reserved.

Terms and Conditions

The following terms and conditions cover both Isla House Greenslopes and Isla House PA and are applicable to all our guests. If you have booked through an external booking agent, please read our Terms and Conditions alongside the external booking agent’s Terms and Conditions.

Bookings

For bookings, please call +61 07 3847 1923, email us at islahouse@yahoo.com.au, visit our website at www.islahouse.com.au or visit one of our external booking agent partners.

For guests that are also patients visiting one of the nearby hospitals, bookings may also be accepted via a third party. Isla House will contact you to confirm booking details.

International Guests

All communication is made in English. When Isla House receives an automatic booking through an external booking agent, we will contact you by email. This is to introduce ourselves and explain what to expect at Isla House as well as to prevent fraud. Failure to respond ahead of your check in date may result in the cancellation of your booking, including the charge of the first night via credit card, including the 1% card surcharge.

Booking Cancellation & Modifications

If you cancel your booking within 24 hours of your arrival, the cost of the first night will be charged. If you need to modify your booking to leave earlier, please let us know before 12.00pm of the day of check-out or you will by charged the additional night. If you are unsure if you require to stay the night, please let us know as early as possible.

Check In

Check in time is after 2.00pm on the date of check in. Early check in may be available, but it’s recommended to also book the night before if you need the room earlier.

Late Arrivals

Please ensure to arrive before 5.00pm on the date of check in. If you are arriving after 5.00pm please let us know on the day or in advance and we will organise with you alternative check-in procedures.

If you have made a last-minute-booking through an external booking agent after 5.00pm, we may not be able to fulfil your booking.

Photo ID

On check in you may be asked to provide photo ID. If you are unable to provide photo ID on request, your booking may be cancelled, with the applicable Booking Cancellation condition occurring.

Payments

All prices listed on this website are in Australian Dollars including GST. When you make a booking we may ask for credit card details which is stored in accordance with our Privacy Policy. This is used to hold the reservation only and may be used for card authorisation purposes.

Payment is required on check-in and up to 7 days in advance. Payment methods accepted are cash, or cards. The following cards are accepted: Australian bank issued cards, Visa and Mastercard. Payments made by card attract a 1% surcharge. American Express, Unionpay and other cards not accepted by us, are not accepted. 

Room Allocation

As the majority of our guests are either outpatients visiting hospital or have loved ones staying as inpatients and the conditions of patients may change at any time, room bookings may change under these circumstances. As the conditions of patients may change, this may require guests to stay longer than planned or shorter than planned. Under these circumstances outside of our control, the room type and/or features and/or requests that you have booked for that date, may suddenly not be available. Isla House will accommodate you in the closest equivalent room, possibly accommodate you elsewhere, and/or refund any difference in price if applicable.

Courtesy Bus

Isla House provides a courtesy bus service to the hospitals on the weekdays, excluding public holidays, with free travel available at set times: 8.30am, 11.30am and 2.30pm. Under unlikely circumstances, these times may change with little notice and with no guarantees on travel time to hospitals. Travel on the courtesy bus is also available outside these times and for trips to and from the airport or train stations, but are subject to availability and at cost.

Car Parking

Off-street parking is available at both Isla House Greenslopes and Isla House PA to current guests of Isla House only. Vehicles are only permitted to be parked in designated parking spaces. Parking spaces are strictly available on a first-in first-serve basis. Free on-street parking for Isla House Greenslopes is available on Bunya Street. On-street parking outside Isla House PA is metered.

Housekeeping

At Isla House Greenslopes and Isla House PA, rooms are serviced weekly from the date of check in. If extra towels or linen is required, you may help yourself to the linen cupboards or notify us for additional assistance.

Noise and Behaviour

The majority of our guests are outpatients visiting hospital or have loved ones staying as inpatients. We therefore respectfully request that all guests are considerate and mindful of other guests and our neighbours. This includes limiting noise after 9.00pm and before 6.00am. Offensive, illegal, improper, antisocial and/or unruly behaviours, including but not limited towards guests, visitors and property, will not be tolerated and will be dealt with accordingly at the discretion of management.

Visitors

Guests are responsible for the conduct and behaviour of their visitors. Visitors must vacate by 9.00pm. Please limit noise to a minimum where possible and adhere to our strict no party rule.

Smoking

At both Isla House Greenslopes and Isla House PA there is strictly no smoking indoors and near guests rooms, including balconies. Dedicated smoking areas have been provided.

Children

At Isla House children must be supervised and attended to at all times by a responsible parent or legal guardian. Special requirements for infants, such as cots, are the responsibility of guests. If a person at Isla House is under the age of 18 and are not accompanied by a responsible parent or legal guardian, Isla House will immediately cancel the guests booking, with the applicable Booking Cancellation condition occurring.

Check Out

Check out time is before 10.00am. Later check out times may be available, please check on the morning of check out.

Refunds

To the extent permitted by law, any amount paid by you to Isla House for your booking is non-refundable unless stated otherwise in these Terms and Conditions or on the conditions of your booking covered by these Terms and Conditions or as stated through an external booking agent’s Terms and Conditions.

Lost Property

Isla House is only required to hold lost property left behind by a guest for 1 month before the belongings are disposed of. Isla House will notify the guest as soon as possible when belongings are left behind. Claiming lost property is at the responsibility of the owner of the lost property, and they must claim these belongings as soon as possible and at their cost.

Whilst all care is taken to ensure lost property is stored until owners claim their belongings, Isla House accepts no responsibility to the extent permitted by law for any losses, damages, theft or destruction occurring to lost property.

Privacy Policy

Isla House is committed to protecting your privacy. Any personal information collected when using this website will be used in accordance with this privacy statement.

Through the use of our website, the only information we will request are for submitting a booking enquiry. This information will only be used to complete a booking. This information includes your name, email address, phone number and any other relevant instructions that will support and facilitate a booking.

If a third party is booking on your behalf, Isla House may request additional information to support and facilitate the booking which include at a minimum your name, email address, phone number and any other instructions deemed necessary.

Isla House ensures to keep your information secure at all times through suitable management, physical and technology procedures.

Any links to external third party websites that may appear on our page, are not the responsibility of Isla House and are not covered by our privacy policy.

Our privacy policy may change at any time and will be updated on this page. Please contact us if you feel that our privacy policy is incomplete or incorrect, so that they may be addressed by us at islahouse@yahoo.com.au.