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TERMS AND CONDITIONS

  • All guests must agree to the below terms and conditions upon entry to both properties (Sydney & Gold Coast). Any refusal will result in denied entry and your booking will be cancelled.

    • Dorm Check-In: Guests in shared dorms must present a valid passport at check-in. Without it, check-in will be denied, your booking cancelled, and no refund provided. This includes Australian residents/citizens.
    • Private Room Check-In: Guests in private rooms need to present a valid photo ID (Driver’s License, Passport, or Government-issued Proof of Age card) at check-in. Failure to provide this will result in denied check-in and no refund. This includes Australian residents/citizens.
    • Credit Card & Payments: A credit card is needed to secure your booking, but you’ll pay for your stay when you arrive (excluding New Year Peak season—see below for details).
    • Age Requirement: All guests must be 18 years or older.
    • Non-Residents and Liability Clause: In accordance with our policies, non-residents are not permitted on the property. If a resident brings in a non-resident in violation of this policy, the resident will be held responsible for any resulting damages, disturbances or incidents. This includes but is not limited to, property damage, disturbances causing disruption to other guests or triggering the fire alarm system. Any fees, penalties or charges incurred due to such actions will be charged directly to the residents account on record.
    • No-Shows & Cancellations: If you don’t show up for your booking, we’ll charge your credit card for the first night and cancel the rest of your stay. You can cancel or change your booking up to 24 hours before check-in (2pm the day before arrival). If you cancel or amend within 24 hours, you’ll be charged for the first night.
    • Card Payments: A 1.5% surcharge applies to all credit card and international transactions. If you prefer cash, ATMs are nearby at World Square (Sydney) or downstairs at The Clock Hotel (Gold Coast).
    • Not Accepted: We don’t accept AMEX, Travellers Cheques, or personal cheques.
    • Key Deposit: Each guest must pay a $20 key deposit when checking in, which is refunded in cash at checkout. Passports or Driver’s Licenses cannot be used as key deposits.
    • Checkout Time: Checkout is strictly 10am. Late checkouts will result in the loss of your key deposit. Dorm room guests please bring your pillow case, towel, key card and all of your luggage. Private room guests please bring your key card and all of your luggage.
    • Extensions: Penalties apply for late checkouts and extensions. Late fees will apply if room/bed is not paid before 10am.
    • Key Cards: For safety, scan your key card every time you enter the building. Staff may request to see photo ID if you don’t have your key on you and deny you access to the building.
    • No Visitors Policy: Only guests are allowed inside the hostel. If you give your key to a non-guest, your key deposit will be forfeited and a new key must be purchased.
    • Food & Drink: No food is allowed in the rooms (water is okay). There are fridges and dry food storage in the kitchen for your convenience. Maze will not be held responsible for missing food. All food must be inside a zip lock bag, labelled with your name, room number, colour and check out date. The kitchen is open from 5am-11pm at Maze Sydney and 7am-11pm at Maze Gold Coast (8am on Saturdays). Durian fruit is not allowed inside either hostel.
    • Group Bookings: If you’re booking for more than one person in a dorm, we’ll try our best to put you together, but we can’t guarantee it. Any bookings of more than 8 people will be considered a group and different policies will apply. We hold the right to cancel any bookings received larger than 8 people.
    • No Refunds: Once you’ve paid for your stay, there are no refunds, including peak periods like New Year.
    • Legal Compliance: Any breach of the law will result in immediate cancellation of your stay with no refund. This includes smoking/vaping, Maze Backpackers follows government legislation and has a very strict no smoking policy. Fines up to $750 apply if you are caught smoking in a room. $2000 in Queensland and $1776 in New South Wales if the fire alarm goes off. This also includes deliberate activations, candles, incense, aerosol cans and any cooking equipment. NSW has a strict no smoking policy outside hotels, hostels and restaurants – $550 fine applies if smoking within four metres of the building. No alcohol is to be consumed outside of the building on the street.
    • Drug-Free Policy: We work with authorities to ensure a drug-free environment. If found with or under the influence of illegal substances, you will be asked to leave, and authorities will be notified.
    • Manager Authority: The Duty Manager’s decisions are final when it comes to safety, security, and rule enforcement.
    • Luggage Limit: For shared rooms, each guest is allowed one large and one medium bag. No bikes or surf boards.
    • No Filming or Photos: Filming or taking photos of staff is not allowed and will result in immediate eviction without a refund.
    • Maximum Stay: Guests can stay a maximum of 28 days at both properties. Maze Gold Coast has a 2 week maximum stay in 12 share dorm.
    • Respect & Behaviour: Offensive language or verbal/physical assault towards staff or guests will result in eviction and the police will be informed.
    • Quiet Hours: From 11pm to 7am, there is a strict no-noise and no-alcohol policy. Please be respectful of others during these hours.
    • Lockers & Storage: Secure lockers are available for use at our Sydney property (level 1 & luggage room). Under bed storage lockers are available at our Gold Coast property in all dorm rooms. While free luggage storage rooms are offered, we recommend using the lockers as we are not responsible for lost or stolen items. Please note luggage can be stored on day of arrival and day of departures only, up until 10pm.
    • Room Payment: Please ensure your room is paid in advance. Any room not paid for by checkout (10am) may result in your belongings being removed and stored at reception.
    • Charging E-Bikes: Charging or storing of e-bike batteries is not allowed at either property.
    • Housekeeping: Private rooms are cleaned by request only. Dorm rooms must remain tidy for daily cleaning. Exchange bed linen at reception. First towel is complimentary, additional towels are $4.
    • No Pets: No pets allowed, except for service animals with proper identification.
    • Early Departures: If you leave early, you will still be charged for the full stay.
    • Noise Warning: Some rooms may experience noise due to on-site events or city surroundings.
    • No Party Policy: We do not accommodate hen, stag, or similar parties, nor do we host schoolies at our Gold Coast property.
    • No Lift at Sydney Property: Please note that Maze Sydney does not have an elevator, and you will need to carry your own luggage upstairs.
    • Online Travel Agent Bookings: Terms and conditions may vary depending on what third party agent you booked with. Each online travel agent has their own terms and conditions all guest must follow.
    • Parking: Neither property has onsite parking. Please see website for parking options close by.

Cancellation Policy

  • 24-hour notice is required for all cancellations prior to check in. Bookings should be cancelled by 2pm one day before arrival.
  • All No Shows will incur a 1-night (first night) charge per our cancellation policy.
  • There is a strict no refund policy so should you decide to cancel after you have paid for your reservation/accommodation at any time, we cannot issue a refund. This includes peak periods such as prepaid New Year bookings.
  • Christmas / New Year and prepaid bookings – see Christmas/New Year terms below.

New Year package – terms and conditions

  • All New Year reservations are to be held by Credit Card and will be charged in full from 1st December. Please ensure that your funds are available during that time and any credit cards that decline, will have their reservations cancelled.
  • Once your reservation has been fully charged, it is then non-refundable/transferable.
  • You will need to provide the same credit card at check-in, for verification of booking.
  • Please ensure your email address is current so we can contact you, if needed.

Group Bookings

  • Bookings of more than 6 guests are considered a “group”.
  • In order to provide your group accommodation requirements, please fill out the Group Form
  • Any group booking which has not been authorised in advance, or has been made by several individuals/separate bookings to make it appear as though it is not a group “can be cancelled or denied at any time” in advance or on arrival. We recommend following our group bookings procedure and filling out a group request. One of our team will then be in contact with you.
  • Any bookings of 5 guests in a 6 share dorm will not be guaranteed to be together and should you purchase the 6th bed/complete room, we will endeavour to provide you with a 6 share dorm to yourselves – however, at times this is not always possible.