Policies


DEVELOPER HOTEL SAMPLE POLICIES

POLICIES

Regarding Covid 19 Procedures: To protect our guests and staff:

Anyone who is having any symptoms of Covid 19 should reschedule their visit to the Astor House. Anyone who is not fully vaccinated and has been in contact with someone who has tested positive should also reschedule their visit. With Covid related cancellations, your deposit can be applied to your rescheduled date or refunded.

At the Astor House masks are currently optional. As always, our cleaning procedures are top notch.

We offer shared dining in the parlor for guests who are comfortable with that option. Breakfasts can also be delivered to the door of your suite and enjoyed in the room. When weather permits, we offer breakfast on the porch as well.

To Reserve a Room:

Anyone reserving a room must be at least 21 years of age and have a current form of photo ID available upon check-in. Guests who are under 21 years of age must be accompanied by a parent or legal guardian at all times. Minor children are not to be left alone at the inn for any length of time.

We must have a major credit card on file for all reservations. Credit cards on file are subject to our standard protocol for fraud prevention and will also be verified to ensure available funds. Pre-paid cards are not accepted.

We offer one vehicle space per room. Spaces are located directly behind the Inn. We are unable to offer space for recreational vehicles such as campers, boats, etc. Guests who have the need for additional parking space will need to make special arrangements with the City of Green Bay.

All guests staying at the Inn must be registered with the Innkeepers upon making your reservation. Any changes in your reservation, such as an added guest, must be verified with the Innkeepers. Rooms are rented for double occupancy and guests may not bring in extra people without permission to do so. Innkeepers reserve the right to determine whether a third party can be accomodated in a suite.

Details below on extra charges for rooms that are approved by the Innkeepers to be occupied by more than two people.

***SPECIAL CANCELLATION POLICY FOR PACKER GAMES, SPECIAL EVENTS AND COVID-19 RELATED CANCELLATIONS****

Guests will receive a full refund of deposits for reservations during Packer Games or other special events, which need to be cancelled due to a Covid-19 related issue.

Under normal conditions, when Covid-19 does not affect a special event, the policy is as follows:

Due to the high demand for lodging in Green Bay on or around Packer games, all rooms reserved for home Packer game-days require a two night minimum. A 50% deposit will be charged upon making the reservation and the remaining balance will be charged to the card within 90 days of the initial reservation. The full amount of the reservation on weekends of home Packer Games will be forfeited upon cancellation, regardless of the notice given, unless we can re-rent your room.

For other special events in the area where lodging is in high demand in Green Bay, (such as concerts or other sporting events) a 50% deposit will be collected upon reserving a room. The remaining balance will be collected within 90 days of the initial reservation. Deposits for these reservations will be forfeited upon cancellation unless we can re-rent your room.

A two night minimum stay is also required for EAA, some holidays, and other special events in the area and will be indicated on our reservations calendar.

Gift Certificates:

**Any Gift Certificate the Astor House donates to a non-profit entity will cover the cost of lodging only. Recipients will be responsible for applicable taxes.

Recipients of purchased Gift Certificates may have a balance due on their stay to cover any balance on the lodging cost as well as applicable taxes and fees.

Gift Certificates may not be used during Packer Home Games or any other special event times when demand for rooms is high.

Pets, Smoking, Candles, Jacuzzi use:

We are unable to accommodate pets except registered service animals for disabled guests. We do not accommodate companion pets.

All rooms and common areas of the Inn are non-smoking. Vaping is strictly prohibited in the house and suites as well. Smoking or vaping are permitted on the outside grounds only, at least fifteen feet away from the entry ways. Smoking and vaping are not permitted anywhere on the porch.

No flame candles are to be used in the rooms or common areas of the building.

Jacuzzi Tubs: No more than two persons weighing a total of less than 400 pounds. Total human weight capacity in the Jacuzzi is 400 pounds and this should never be exceeded.

Jets must not be used after 10pm or before 8am to avoid disturbing other guests. Misuse of jacuzzi tubs will result in restoration fees, explained below.

Military Discount:

We offer a 10% on each night's lodging cost for military personnel and law enforcement personnel with appropriate identification. This discount will not apply for rooms booked when the Packers play at home.

Tours:

Tours are limited to available guest rooms and common spaces only at this time and must be arranged by appointment.

******Extra Charges

Advance reservations are recommended. Reservations are based upon double occupancy unless otherwise indicated. Additional charges of $25 per person will be applied if the room is approved to be occupied by more than two people. The same fee applies to children over the age of 2. Please call in advance if you need accommodations for more than two people. We can only honor this request if rooms are available that can accommodate more than two guests.

Damage to Property - Guests are responsible for all damage to property that is deemed outside of normal wear and use. While it is understood that occasional accidents do happen, it is the responsibility of our guests to use items in a manner that is consistent with proper use and handling of such items.

Checkouts occurring past 11:00 am may result in an extra charge.

Excessive Cleaning Fee - Any room that requires excessive cleaning upon guest departure is subject to a $25 per hour excessive cleaning fee. Our expectation is that guests will treat the property in a manner that is consistent with historical stature of the property. Any use of premises that is beyond the norm, and is considered excessive, may result in the extra charge being applied to the credit card we have on file.

Misuse of Jacuzzis will result in a minimum of a $250 restoration fee.

If guests choose to retain any items in the room or items from the breakfast basket, such as coffee mugs, those items will be charged to the card we have on file.

Payments:

Deposits:
Reservations must be guaranteed with a credit card. A deposit of 50% will be immediately applied.

Cash or any major credit card may be used to pay for the balance of your stay when you check in. If cash is used to pay the balance, we must still have a major credit card on file. We do not accept personal checks.

Gift Certificates are subject to room availability and will not be accepted for reservations during home Packer games.

Traditional Cancellation Policy:

Should your plans change, cancellations are accepted with full refund of deposit up to 7 days prior to your arrival date. Cancellations made within 7 days of arrival will forfeit the deposit. (This policy does not apply to reservations during home Packer Games, which are explained above.)

Check-in:

Standard check-in is 4-6 p.m. Please plan accordingly. Because of additional cleaning procedures in place due to the pandemic, we are generally unable to offer early check in times.

Guests who wish to check in early must contact the Innkeepers ahead of time to inquire whether their room is available before 4pm. We will do our best to accommodate requests for early check-ins under special circumstances with advance arrangements in place.

If your arrival time will be later than 4-6pm, please call at least 72 hours in advance to make a check-in appointment.

If a check-in hasn't occurred by 10pm and no one has contacted the Inn to make a late check-in appointment, the reservation will be cancelled at 10pm and the full amount of the reservation will be charged.

Check-out:

11 a.m. (Due to our heavy occupancy rate we're unable to offer late check-outs)

Background Checks and Guest Expectations:

Background checks will be conducted using public platforms in addition to fraud prevention checks. Credit card funds will be verified as well as addresses.

Guests are responsible to comply with all parking, noise and other applicable City of Green Bay ordinances during their stay at The Astor House. The local ordinance web addresses are below, offering detailed explanations of compliance expectations.

The positive experience of our honored guests, and the care of our home and business, are of utmost importance. The Innkeepers reserve the option to refuse a reservation.

We reserve the right to terminate any stay if Astor House and City of Green Bay rules and regulations, or our policies, are not being respected.

The Astor House does not rent out rooms for a portion of a day or for photo shoots.
SPECIAL CANCELLATION POLICY FOR PACKER GAMES /COVID-19 POLICY
Due to the high demand for lodging in Green Bay on or around Packer games, all rooms reserved within 2 days of a Packer game are non-refundable. ** If games are cancelled due to Covid-19, guests will receive a refund of their deposit or reservation payment.