FAQ
The questions we answer daily
Grouped by topic: the rooms, the casino, the dining, the transport and the small print. If yours is not here, the desk answers within the hour.
01 · Rooms
Reservations and suites
Can I choose my room's floor and view?
Yes. We confirm the room category and the aspect (city, Yarra or bay) in writing, and lodge floor-level requests with the hotel. On flexible rates the confirmed aspect is part of the booking.
What time are check-in and checkout?
Check-in from 15:00, checkout by 11:00. Early check-in and late checkout are requested at booking and confirmed against the hotel's occupancy rather than asked at the desk on the day.
Are interconnecting or accessible rooms available?
Yes in most categories. Interconnecting pairs are confirmed by room number before the prior guest's checkout. Accessible rooms include roll-in showers and lowered fixtures; state the need at booking.
What is included in the room rate?
The room, Wi-Fi, pool and gym access, and GST. Breakfast, parking and minibar are separate unless your rate names them. Member rates and packages change what is bundled; the confirmation states it plainly.
02 · The floor
Casino and gaming
What ID do I need for the casino floor?
A current passport, Australian driver licence or proof of age card. International guests should carry a passport. Entry is 18+ under Victorian law and Crown's own entry conditions apply.
How do the private salons work?
Salon entry runs on host approval and verification rather than a door fee. We arrange the introduction meeting and coordinate your preferred limits ahead of the night. See the salon access page for the detail.
Can I set spending limits?
Yes. Crown runs the YourPlay pre-commitment scheme on electronic gaming and offers time and spend tools on tables. The desk's position is simple: set the limit before the session, and use the tools. Our responsible play guide covers the specifics.
Do you arrange tournament seats?
Yes. The tournament desk handles registration windows, seating draws and the accommodation around them. Buy-ins pay directly to Crown.
03 · Around the stay
Dining, spa and getting there
How far ahead should I book the signature restaurants?
Two to six weeks for Friday and Saturday sittings at the hatted rooms. Chef's counter seats go faster. The dining desk works the release windows and waitlists daily.
Is the spa open to non-guests?
Yes. The spa takes outside bookings, and the thermal suite access is bundled with any treatment. Hotel guests get priority on the quiet morning blocks.
How do I get from Melbourne Airport?
A flight-tracked sedan is A$95 fixed, twenty-five minutes on a clear run. SkyBus to Southern Cross plus a short taxi is the budget option. Our transfer page has the formats and prices.
Is parking available?
Multi-level parking sits under the complex and is free for Crown Rewards members. Non-members pay the posted rate. Valet parking is available at the main entrance.
04 · The small print
Payments, cancellations and rules
What is the cancellation policy?
It varies by service: flexible rooms cancel free to 72 hours, most dining to 48, transfers to 12. Event bookings follow staged contracts. The refunds page has the full detail.
How do I pay?
Coordination fees are invoiced by us; the venue's own charges bill directly at the hotel, restaurant or operator. Deposits where required are stated on the confirmation. Nothing charges before you approve it.
Is my personal data safe?
Your details go only where the booking requires them and are covered by our Privacy Policy. EU guests hold full GDPR rights under the legal notice.
Can I get an invoice for business expenses?
Yes. Every booking comes with a GST invoice, and corporate accounts get consolidated billing. The MICE desk handles company credit arrangements.
Concierge journal
A day the desk would plan
River loop
The promenade east to Princes Bridge and back, then breakfast upstairs while the city wakes.
Gallery and gardens
The arts precinct, then the Botanic Gardens if the weather agrees. Coffee one block inland on the way back.
Dinner and the floor
Signature dining at seven, the salons after, and a car waiting at whatever hour the night ends.
In your pocket
The guest app covers the routine
Crown's app and the hotel's own systems handle the standard requests: mobile check-in, the restaurant directory, point balances and the service requests that do not need a conversation. The desk covers everything else.
- Mobile check-in and digital key where the room supports it
- Rewards balance and tier progress in real time
- In-app dining and spa booking for standard requests
- For anything non-standard, the desk is faster
GUEST APP
Age for casino entry
18+, photo ID
Casino hours
24/7, every day
Dress code
Smart casual floor; salons stricter
Wi-Fi
Free complex-wide
Not answered here?
The desk answers real questions within the hour during desk time.
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One message covers the room, the table, the car and everything in between.