Convido – Terms & Conditions
1. About these terms
These terms apply to accommodation and related services provided by Convido Pty Ltd and, for stays in the Philippines, Corporate Apartments International (Manila) Inc. (we, us, our, or Convido).
They apply to you if you book a stay with us, if you stay in one of our apartments, or if your employer or another organisation books a stay on your behalf.
Where your accommodation is arranged by your employer under a corporate account, the agreement between us and that organisation governs the commercial terms of the booking, including rates, payment and cancellation. These terms apply to you as a guest, and to anything the account agreement does not cover. If there is any inconsistency, the account agreement prevails.
2. Definitions
Apartment means the residence allocated to you for your stay. Booking means a confirmed reservation for an apartment. Booker means the person or organisation that makes the booking, which may not be the guest. Guest means the person staying in the apartment, and anyone staying with them. Stay means the period from your arrival date to your departure date.
3. Making a booking
A booking is made when you send us a request and we confirm it in writing. A quote, a proposal, or a discussion about availability is not a booking, and availability is not held until we confirm.
When we confirm, we will tell you the apartment or the building, the dates, the rate, what the rate includes, and anything that sits outside it.
We allocate a specific apartment as close to arrival as availability allows. Where we have allocated it, we will send you details of that apartment rather than a generic example of the building.
4. Minimum stay
Convido is built for extended stays. Most of our apartments are designed for stays of 28 days or more. The minimum stay is 7 nights.
Some buildings set their own minimum stay, which may be longer than ours. Where that applies to an apartment you are booking, we will tell you before you confirm.
5. Rates and what is included
The rate covers the apartment, its furnishings, utilities and internet, and housekeeping at the frequency agreed for your stay.
The following sit outside the rate and are quoted separately: parking, additional housekeeping, airport transfers, and any service you ask us to arrange that is not listed as included.
Rates for Australian bookings are quoted inclusive of GST. Rates for bookings in the Philippines are quoted in Philippine pesos and are inclusive of applicable taxes.
Rates are fixed for the confirmed period of your stay. If you extend, the extension rate will be confirmed at the time and may differ.
6. Payment
For bookings made by an individual, we accept payment by EFT (bank transfer), debit card and major credit cards, including Visa, Mastercard, American Express and Diners Club. Any applicable card fees will be advised at the time of payment.
For bookings made by businesses, our standard payment terms are 7 days from invoice for approved corporate accounts, unless otherwise agreed. For individual bookings or new corporate clients without agreed credit terms, payment is required in advance, with the first invoice to be paid in full before check-in. We can also work with approved clients on agreed billing arrangements, purchase orders and other payment requirements.
7. Security deposit
Corporate bookings arranged through an employer generally don’t require a deposit, while individual bookings sometimes do. We’ll tell you either way before you commit, so there are no surprises at the point of paying.
8. Changes and extensions
Tell us as early as you can if your dates change. We will do what we can to accommodate an extension, and where possible we will keep you in the same apartment. If we cannot, we will offer you a comparable apartment nearby and move your belongings for you at no cost.
An extension is confirmed when we confirm it in writing, at the rate agreed for the extended period.
9. Cancellation and early departure
We understand plans can change. For stays of 27 nights or less, cancellations made at least 2 days before arrival can be made without a cancellation fee. For stays of 28 nights or more, we require at least 14 days’ notice.
Cancellations inside these periods incur a fee of 2 nights’ rental for shorter stays, or 2 weeks’ rental for extended stays.
If your plans change after you've moved in, we generally require 3 days’ notice for stays of 27 nights or less and 14 days’ notice for stays of 28 nights or more.
Minimum-stay conditions may apply to some reservations. If your plans change, speak with our team and we'll help you understand the options available for your stay.
10. Arrival and departure
Someone from our local team will meet you at the building to hand over keys and show you how the apartment works. We will confirm the arrival time with you before you travel.
Where the apartment is free either side of your stay we will do what we can to accommodate an early arrival or late departure. Ask us as early as you can.
Before you leave we will send departure instructions covering what to leave, where to return keys, and the time to be out by.
11. Your responsibilities
While you are staying with us, you agree to:
- use the apartment as a residence, and not for any business, commercial or unlawful purpose
- comply with the building's rules, including those on noise, common areas, parking and waste
- not exceed the maximum occupancy for the apartment
- not sublet the apartment, list it on any short-stay platform, or allow anyone else to occupy it without our agreement
- not smoke or vape anywhere in the apartment or the building
- keep pets only where we have confirmed in writing that the building and owner allow it
- take reasonable care of the apartment, its contents and the building
- tell us promptly if something is damaged or needs repair
Visitors are welcome. You remain responsible for them and for their compliance with the building's rules.
12. Our responsibilities
We will provide the apartment in a clean and habitable condition, furnished and equipped as described, with utilities and internet connected.
We will provide guest support for the length of your stay, and will arrange repairs and maintenance as set out below.
13. Access to the apartment
We, and people we authorise such as tradespeople and building staff, may need to enter the apartment. We will give you reasonable notice, except in an emergency or where we reasonably believe there is a risk to safety or to the property.
We will enter for scheduled housekeeping at the agreed frequency, to carry out repairs and maintenance, to conduct periodic inspections, and to show the apartment to a prospective guest or the owner where reasonable notice has been given.
14. Maintenance and repairs
Tell us and we will arrange it. We coordinate trades and access, so you are not chasing anyone or working out who is responsible.
Where a repair is needed because of damage caused by you, your visitors, or anyone staying with you, beyond fair wear and tear, we may charge you the reasonable cost of the repair.
15. Relocation
Occasionally an apartment becomes unavailable through no fault of yours, for example because of damage, a building issue, or a failure of essential services.
If that happens we will offer you a comparable apartment nearby for the remainder of your stay, and we will move your belongings at our cost.
16. Insurance
Convido maintains Public Liability insurance together with the compliance documentation required to support our operations and corporate partnerships. Relevant documentation can be provided as part of onboarding, and we’ll work with your organisation to understand and address any specific insurance or compliance requirements.
17. Termination by us
We may end a stay where you seriously or repeatedly breach these terms or the building's rules, where the apartment is being used unlawfully, or where payment is not made when due and remains unpaid after we have asked for it.
Where we end a stay, we will give you reasonable notice except where the breach makes that unreasonable.
18. Events outside our control
Neither party is responsible for a failure to perform caused by an event beyond its reasonable control. Where such an event prevents us from providing an apartment, we will offer a comparable alternative where we can, and where we cannot, we will refund the unused portion of your stay.
19. Personal information
We handle personal information in accordance with our Privacy Policy, available here.
20. Complaints
If something is not right, tell your guest services contact first. If it is not resolved, write to us at
21. Governing law
These terms are governed by the laws of the relevant states in Australia, and the parties submit to the non-exclusive jurisdiction of its courts. Bookings with Corporate Apartments International (Manila) Inc. are governed by the laws of Philippines.
22. Changes to these terms
We may update these terms. The version that applies to your booking is the version published when we confirmed it. The current version is always available on our website, and the effective date at the top shows when it last changed.