FAQs | In-Suite Ordering
How do I use the in-suite ordering system?
Simply scan the QR code displayed in your Suite using your mobile device. This will open our in-suite ordering app where you can place orders during an event for delivery direct to your Suite.
What can I do using the in-suite ordering system?
The In-Suite ordering system will enable you to manage your Suite hospitality during an event, including:
- Request delivery of your pre-ordered catering;
- Order additional food, with new items available via the app;
- Order or top up beverages;
- Request assistance from a member of our hospitality team.
Do I need to download the app?
No, the system works directly through your mobile device’s web browser once the QR code is scanned.
Will the in-suite ordering system be available at every event?
Yes, In-Suite ordering will be available at all events. During this introductory phase, we welcome any feedback as we continue to refine and enhance your experience.
Can I request service assistance to my suite via the app?
Yes, the system allows you to request a member of our hospitality team to visit your suite if you require assistance.
How will my order be delivered?
Once your order is placed, our hospitality team will prepare and deliver your items directly to your Suite.
How long will it take to receive my order?
Please allow approximately 10 minutes for beverage orders, and 15 – 30 minutes for food items.
Can I specify timing for the delivery of my order?
To ensure efficient service, orders will be processed in the order that they’re received. As such, specific delivery times cannot be selected in the app. For timed delivery, please pre-order your catering in advance.
Do I need to place all orders as the suite host, or can my guests order directly?
Your guests are welcome to order directly via the QR code and pay by personal credit card. All cards accepted, no surcharges.
The suite host also has the option to charge orders to your suite account using your unique passcord. Please note, any orders placed using your passcode will be charged to your suite and remain the responsibility of the suite holder.
Is in-suite ordering designed to replace pre-ordered catering?
Our new in-suite ordering option is designed to complement pre-ordered catering. It’s available for suite hosts and individual guests who haven’t pre-ordered food or beverages, or as a convenient service for those who wish to order additional items during an event.
If you require food delivery at a specific time, please pre-order your catering in advance.
Is there a minimum or maximum order?
There is no minimum order requirement. In general, there is no maximum either, however some items may have limits – for example, spirits are limited to a maximum of two bottles per suite, per event. Availability of certain items may also vary depending on demand.
If a guest or I order something by error, can we cancel without penalty?
If an order is placed in error, please contact our hospitality team as soon as possible and we will do our best to assist.
Refunds can be processed for credit card transactions, however orders charged to a suite account are not eligible for refunds.
If my order is delayed or not delivered as expected, who should I contact?
If your order is delayed, please contact our Corporate Kitchen using the in-suite phone on 2234 and our team will assist you as quickly as possible.
If I place a personal order to a suite, how will you ensure my order is delivered to me?
The app will request your name at time of placing your order. Each order is issued with a docket that includes the name of the person who placed it, allowing our team to identify and deliver it accordingly.
Who do I contact if I need any help?
If you require assistance during an event, please speak to your suite host or a member of our hospitality team.