Frequently asked questions

Aurora includes one free, secure car space in the building, with a height clearance of 2.1 metres. Spencer and Madison are each a short walk from public car parks; see Good to know on the Spencer and Madison pages.

Spencer: a secure smart locker inside Southern Cross Station; Madison and Aurora: a staffed counter at the Bourke Street entrance to Southern Cross Station. The collection hours, and what to do if you arrive late, are on each apartment’s page.

Check-in is from 3:00 PM. Early check-in brings it forward to 1:00 PM; it is an optional extra, subject to availability: add it when you book, or ask us at least 24 hours before you arrive.

Check-out is by 10:00 AM. Late check-out extends it to 12:00 PM; it is an optional extra, subject to availability: add it when you book, or ask us at least 24 hours before check-out.

Yes. A linen and towel turnover brings fresh bed sheets, pillowcases and quilt covers, with fresh bath towels, hand towels, bath mats and kitchen towels: our cleaners make up the beds and take the used linen away, within an hour, between 10:30 AM and 2:30 PM. An extra clean is the linen and towel turnover plus a full clean of the apartment, and takes about two hours, between 10:30 AM and 2:30 PM. On a direct booking, add either when you book; otherwise, ask us at least 24 hours ahead. Each is subject to availability.

There is a lift. Meet your driver outside the building’s main entrance — drivers cannot come up to the apartment.

SkyBus, the airport express bus, connects Melbourne Airport directly with Southern Cross Station. From the station, Spencer is 2 to 5 minutes; Madison is about 5 minutes; Aurora is 5 to 6 minutes (8 to 10 minutes from the key counter), on foot. A taxi or rideshare takes about half an hour, depending on traffic. Interstate and regional trains and coaches arrive at Southern Cross Station too.

Yes. Choose your dates with Find a Stay or on any apartment page’s calendar, then complete your booking on our own booking page. The total, including the cleaning fee, any extra-guest charge and the Victorian short stay levy where it applies, is shown before you pay. The apartments are also listed on Airbnb, Booking.com and Vrbo.

For a booking made on this website, the cancellation policy is shown before you pay and in your confirmation; our Terms & Conditions explain how it applies. A booking made through another platform follows that platform’s policy.

Some bookings carry a refundable security hold on your card. If yours does, it is shown before you pay and released after check-out.

Your booking confirmation is your receipt; if you need a separate one, ask us and we will email it. Casoluna is not registered for GST, so it does not issue tax invoices.

Check-in is self-service from 3:00 PM and check-out is by 10:00 AM. Your keys are collected a short walk from the apartment, and we send step-by-step directions before you arrive; each apartment’s page has its collection point and hours.

Southern Cross Station has its own luggage lockers, subject to availability, managed by the station’s Luggage Hall between the train and bus terminals, for anything from 3 hours to 3 days. Within a few minutes’ walk, the Stasher, Bounce, Radical Storage and Urloker apps list shops that keep bags for the day; book in the app, which shows each shop’s opening hours.

Each stay comes with one set of keys. Where the keys are collected from a locker, share the QR code with whoever is collecting them, and use the locker to pass the keys between you during your stay; anyone with the code can open the locker, so share it only within your group. Where they are collected from a staffed counter, let us know first and we will set up a reusable code, so the keys can be left and collected there during its opening hours. Each apartment page has the details.

Yes. Each apartment sleeps up to six with the sofa bed. The rate includes up to four guests. The sofa bed and its bedding are for bookings of five or six guests; the extra-guest charge for the fifth and sixth guests is shown in your booking total. On a booking of four guests or fewer, they may be used only if arranged and paid for in advance — message us before you arrive. If they are used without that, an additional linen and cleaning charge applies. The exact beds are listed on each apartment’s page.

The bed arrangement in each apartment is fixed: beds cannot be split, swapped or added to.

Towels and linen are provided for the guests on your booking: a booking for four has towels for four. Melbourne tap water is safe to drink.

Assistance animals, as the law defines them, are welcome; please let us know before you arrive. Pets are not permitted in the apartments or the buildings.

Every apartment, its balcony and the building are smoke-free and vape-free; a cleaning fee applies if the rule is broken.

Families are welcome. Children must be supervised at all times on the balcony and at the pool. Cots and high chairs are not provided, so please bring a travel cot if you need one.

Yes. Weekly and monthly stays are priced accordingly and your rate is shown before you pay; the optional extras above can be added to any stay.

Check-in is self-service, so nobody meets you at the door to check your ID. Instead, the booking holder verifies their identity online before arrival, through our secure provider, with a passport or driver’s licence; it takes about two minutes on a phone. It protects you, the apartment and the building’s residents, and your check-in details are released once it is complete. What is collected, and how long it is kept, is set out in our Privacy Policy. Please verify your identity as soon as you can after booking. Your check-in details are released only once payment and verification are complete. If the link will not open, copy it into your browser, or message us.

Message us in the app you booked with, or email hello@casoluna.com. Your messages come straight to Casoluna, not to a call centre, so the person who answers knows your apartment.

Message us as soon as you can. Items found are kept for 30 days, for you to collect or posted to you at your cost.