Card pre-authorisation policy

This policy explains temporary card holds, how they are used and how their release is arranged. It should be read with the booking conditions accepted when you reserve accommodation and our Privacy Policy.

1. What a pre-authorisation means

A pre-authorisation is a temporary hold on a specified amount on an accepted credit or debit card. It is not a completed payment and is not a transfer of that amount to the motel. It reduces your available credit or available bank balance until it is completed, reversed, released or expires under the applicable payment arrangements.

Please ensure sufficient funds or available credit for both the agreed hold and your accommodation and other spending. Debit-card holds can restrict access to money in your bank account.

2. Amount and disclosure

Any required hold, its purpose and how the amount is calculated will be disclosed before you become bound by the booking. We will confirm the exact amount before requesting authorisation from your card issuer.

A hold will not duplicate accommodation already paid unless a separate, clearly disclosed security requirement applies. Any additional or renewed hold must have an appropriate contractual and payment authorisation basis and will be explained to you.

3. What the hold may cover

A hold may secure unpaid accommodation, agreed incidental expenses and other amounts properly payable under the booking conditions, including reasonable, substantiated costs for damage, missing items or excessive cleaning beyond normal housekeeping.

Where smoking or vaping occurs in a room, a flat AUD $250 cleaning charge applies, as set out in section 6 of the terms of use.

A pre-authorisation does not give unrestricted permission to charge your card. Any completed charge must have a lawful basis and appropriate authorisation under the accepted booking terms and payment arrangements. We will provide an itemised explanation and relevant supporting evidence for additional cleaning or damage charges. You may contact us to query a charge. We will not recover the same loss twice.

4. Processing final payment and releasing the hold

At checkout, we will reconcile your account and explain the final amount payable. Where supported by the payment system and properly authorised, we may complete the agreed amount against the existing pre-authorisation and submit the appropriate release or reversal for any unused balance.

If you pay separately, including by another card, EFTPOS or cash, we will promptly submit the appropriate cancellation or reversal of the original hold through our payment provider once it is no longer needed for amounts properly payable. A separate final payment and the original pending hold may temporarily appear together in your banking records.

5. When funds become available again

The motel’s release request and the restoration of your available funds are separate steps. Your card issuer and the payment system determine when a pending hold disappears and funds become available. We cannot guarantee the issuer’s processing time.

If a hold remains after the timeframe advised by your card issuer, please contact reception and your issuer. We can check our payment records and provide available transaction or reversal information to help trace the hold. Please provide your booking reference and only the last four digits of your card when making an enquiry. Do not email full card details or security codes.

If money has been taken as a completed payment rather than held as a pre-authorisation, any return is processed as a refund under the applicable booking and payment conditions.

6. Check-in and declined cards

Where a pre-authorisation is required by the conditions disclosed before booking, the nominated card must support the transaction and have sufficient available funds or credit. If it is declined, reception will discuss any alternative payment or security arrangements available. Alternatives depend on the motel’s facilities and the accepted booking conditions.

If an agreed, lawful security requirement cannot be met, any refusal of check-in, cancellation or refund will be handled reasonably under the accepted booking terms and applicable law. Late arrivals should contact reception in advance to arrange an approved, secure authorisation process.

7. Privacy enquiries and consumer rights

Card and personal information are handled in accordance with our Privacy Policy and applicable payment security requirements. Our Terms and Conditions explain booking, payment and guest obligations. Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Golden West Motor Inn
87 Cobra Street, Dubbo NSW 2830, Australia
Phone: 02 6882 2822
Email: bookings@goldenwest.com.au