Lady Banks Customer Policy
Lady Banks Rooftop Bar is a partially outdoor venue, and as such, is accessible subject to weather & environmental conditions. While we strive to operate as scheduled, the safety and comfort of our guests and staff are paramount. Rain, strong winds, lightning, or other severe weather/environmental impacts may necessitate adjustments to our operations, including potential closures of the outdoor space
Customer Communication & Booking Adjustments:
1. Advance Notice: Management will make every reasonable effort to provide at least 24 hours' notice to customers with existing bookings if a weather/environmental event is anticipated that may impact operations. This notice will be communicated via the contact information provided at the time of booking (phone, email, etc.) and documented on the internal booking system.
2. Unforeseen Circumstances: While we endeavour to provide advance notice, sudden and unexpected weather changes (e.g., flash storms, bushfires, severe wind) can occur. In these situations, decisions regarding the operation of the rooftop bar will be made on-site, in realtime, based on the prevailing conditions.
3. Booking Flexibility: Where possible, management will attempt to offer alternative arrangements for affected bookings, such as rescheduling to a different date/time or relocating the booking to an indoor venue within Bankstown Sports. However, availability may be limited, and we appreciate your understanding in these situations.
4. Cancellation: Should a weather or environmental event occur, and no alternative space is available, customers may elect not to reschedule, thus cancelling the event. If such a cancellation occurs within 48 hours of the event, the deposit will be forfeited to cover the cost of product orders already placed, and staffing scheduled.
5. Customer Responsibility: Customers are encouraged to check the weather forecast before their scheduled visit and be aware that outdoor venues are subject to weather-related changes.
On-Site Procedures during Inclement Weather:
1. Management Discretion: The decision to close or modify operations of the venue due to weather or the surrounding environment rests solely with the on-duty Manager. This decision will be based on factors including, but not limited to:
o The severity of the environment (rain intensity, wind speed, temperature, air quality etc)
o The safety of the rooftop surface (slipping hazards, equipment failure)
o The safety of guests and staff
o Potential damage to equipment/infrastructure/furniture
2. Partial Closure/Relocation: Depending on the severity and nature of the weather, the rooftop bar may be partially closed (e.g., certain areas inaccessible) or operations may be temporarily relocated to the alternative indoor space Lady Banks Rooftop
3. Temporary Suspension of Service: In cases of severe weather, service may be suspended until conditions improve. Guests will be advised of the situation and offered appropriate options (e.g. indoor seating, alternative booking times, alternative Bankstown Sports outlets).
4. Full Closure: If the weather poses a significant safety risk, the rooftop bar will be fully closed. Guests will be asked to leave the rooftop area and can relocate to other areas within Bankstown Sports.
5. Refunds/Credits: In the event of a full closure due to weather, Management will assess the situation and determine the appropriate action regarding refunds or credits for affected bookings.
Safety Considerations:
1. Slippery Surfaces: Rain can make the rooftop surface slippery. Staff will take precautions to minimise hazards (e.g. wet floor signage/closing outdoor spaces), but guests are also advised to exercise caution and wear appropriate footwear.
2. Wind: Strong winds can create unsafe conditions. Glassware, crockery, balloons etc and other loose items will be secured or removed as necessary.
3. Lightning: In the event of lightning, the outdoor space will be immediately closed, and guests will be directed to indoors.
4. Air Quality: Poor air quality can pose health risks, particularly for individuals with respiratory conditions. We will monitor air quality reports and take appropriate action, which may include closure of outdoor areas.
5. Customer Cooperation: We ask for the cooperation of all guests in following the instructions of staff during inclement weather. This is essential for ensuring everyone's safety.
Disclaimer:
While we will make every effort to minimise disruption caused by weather, we cannot control the weather. We appreciate your understanding and cooperation in these situations. Our priority is the safety and well-being of our customers and staff.