Frequently Asked Questions

Answers to all your common questions, including booking, cancellation, check-in & check-out, and rooms

Frequently Asked Questions

Find an answer to all your common questions. 

Didn’t find an answer to your question?

Call us on (02) 4782 2155 or send contact us online.

Booking & Check-in Questions

What time can I check-in?





Can I check-in early?

We try to accommodate requests where possible, but we need a 3pm check-in to ensure our rooms are clean and ready for new guests. This also allows for our 11am check-out, so you have time to enjoy a leisurely breakfast.
We appreciate your understanding.

What are your cancellation policies?

Type 1 – Flexible 14 Days Cancellation free of charge: Booking can be amended up to 14 days prior to arrival without a penalty charge (*Exceptions apply which are non-refundable). Full Prepayment is required at the time of booking for these periods, and No Cancellation, Refund or Amendment is allowed.
– Within 14 days from the day of arrival, no cancellations, amendments or refunds are allowed. If you fail to cancel a booking and do not check-in in accordance with the booking made, you will be charged for up to the full amount of the booking made.
– Full Prepayment is required 14 days prior to arrival via EFT online, or via a debit to your nominated credit-debait card.

Type 2 – Non-refundable: Full Prepayment is required at the time of booking. No Cancellation, Refund or Amendment is allowed.

Is breakfast included?

You can choose either full (hot) or continental (cold) breakfast for an additional charge. You can select your breakfast options when you book – it’s always cheaper to confirm ahead of time. We occasionally have special deals where breakfast is included, so subscribe to our special deals newsletter to take advantage of all of our offers.

*Non-refundable exceptions: Australia Day Long Weekend (26/01/19 ~ 28/01/2019), Blue Mountains Music Festival period (15/03/2019 ~17/03/2019), the Easter period (19/04/2019-22/04/2019), Ultra-Trail Australia period (16/05/2019 – 19/05/2019), Queen’s Birthday long weekend (07/06/2019 – 10/06/2019), Winter Magic Festival (21/06/2019~23/06/2019),all Fridays, Saturdays and Sundays in July 2019, Labour Day long weekend (05/10/2019 – 08/10/2019), plus the Christmas and New Year period (24/12/2019 – 05/01/2019)

Room Questions

Room FAQ:
I’d really like a view, does every room come with one?

No, try our Mountain View Rooms, or simply settle in to the comfortable lounge areas with sweeping views of the valley

Room FAQ:
Can I keep warm in winter?

Of course, all our rooms include individually controlled full reverse-cycle heating, and air conditioning for the warmer months. If you’d like a real-flame fireplace, try any of our Fireplace & Spa Rooms.

Villa_with_Mountain_View_and_Balcony view
Room FAQ:
Can I make a cup of the tea in the room?

All rooms are supplied with a kettle plus tea and coffee. Our Mountain View Fireplace & Spa Suites have a kitchenette. If you want a full kitchen try one of our villas.

Room FAQ:
Are your rooms large?

We pride ourselves on spacious accommodation. Most of our rooms are larger than our competition, varying from a comfortable 20 sqm to a very generous 67 sqm. You won’t have to worry about tripping over luggage! Please call and enquire, and we can ensure you get the room size that suits you best.

General Questions

Is the pool open all year?

The Mountain Heritage has an unheated outdoor pool facility which is usually open from November to March. It’s a bit chilly for swimming the rest of the year. After a delay due to some much needed rain, the fully refurbished pool will now be open from late November.

Do you have a lift?

As a heritage building, we don’t have a lift. Several wonderful rooms on the ground level can be accessed without the need to go up or down stairs. We also have multiple access points to minimise carrying of baggage. And of course our friendly staff are are always willing to help you carry suitcases.

Are you child friendly?

Of course. Infants under 2 stay free. Children aged 2-11 cost an extra $30 per night. Portable cots are available for $30 per stay. A rollaway/extra bed can be provided at an extra charge of $60 per night. (Cots and extra beds are subject to availability). We do ask that children behave in a way that is respectful to other guests.

Will it snow in Winter?

It can be very cold in winter in the Blue Mountains. Although it snows on average twice a year in Katoomba, the snow rarely settles. Every few years we get 5-15cm of snow on the ground. Even so, we get variable weather from Easter right up until October, so make sure you bring warm clothing most of the year.

More Questions ?

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Didn’t find what you’re looking for?

We’re always happy to answer any question you have.

Call us on (02) 4782 2155 or make an online enquiry