Malmsbury Hotel Motel
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House Rules

MALMSBURY HOTEL / MOTEL JULY 2026

Our House Policy for Harm Minimisation

Our Philosophy: 

The Malmsbury Hotel / Motel is committed to providing an inclusive and welcoming environment for ALL patrons and guests, from all walks of life, religious or spiritual beliefs, of any and all sexual orientations, and of any ethnic background – we strive to ensure every person feels respected and comfortable during the stay and / or patronage at our Venue.

Safe Environment
  • Safe Environment: Our Premises is a controlled, safe and secure environment. We observe the principles of Responsible Service of Alcohol.
Drinks
  • Drinks: We stock a range of alcoholic and non-alcoholic products. Our staff will serve customers in a responsible, friendly and professional manner. Takeaway products available until 10pm. Shots sold over the Bar until 10pm only. No drinks with double shots sols after 10pm.
Food
  • Food: We encourage patrons to drink responsibly and to partake in meals and snacks from our menu during extended visits.
  • Meals: Our Bistro is available for Lunch & Dinner service; children under the age of 18 are welcome in the Bistro, must be under direct supervision of their parents (or responsible adult) at all times. Please note: children under 18yo are unable to remain on premises after Bistro Dinner service has concluded (approximately 8:30pm).
Erratic Drinking
  • Erratic Drinking: We will be on the lookout for erratic drinking behaviours and intervene early to prevent intoxication, offering food, non-alcoholic drinks and/or water instead. We will recognise the signs of intoxication/undue intoxication and prevent service to the point of intoxication/undue intoxication.
Drink Driving
  • Drink Driving – We will actively discourage patrons that appear affected by alcohol from driving as their blood alcohol concentration may be over the legal limit. We will offer to assist with alternative transport arrangements such as to call a taxi or another nominated driver.
Refusal of Service or Entry
  • Refusal of Service or Entry: We will not admit or serve alcohol to patrons if they are any of the following;
  1. intoxicated/unduly intoxicated,
  2. suspected to be under the influence of illicit substances or other drugs or
  3. are in emotional or physical distress,
  4. Underage.
Underage
  • Underage: We will not serve or supply liquor to anyone under the age of 18. We will ask for proof of age if customers look under 25 years of age. We will confiscate fake ID and hand over to the relevant authorities. Underage drinkers will be asked to leave the premises.
Customers in Emotional or Physical Distress
  • Customers in Emotional or Physical Distress: We will not serve alcohol to patrons who are in emotional or physical distress and require that they leave the premises for their own well-being. We will assist them to leave the premises safely and will offer to assist with arranging safe transport options.
Illicit Drugs
  • Illicit Drugs: Customers suspected to be under the effect of illicit drugs will respectfully be asked to leave the premises.
Refusal Technique

Refusal Technique: When required we will calmly, respectfully, politely, AND professionally refuse service by:

  1. Providing a valid reason for the refusal and referring to the law and signage.
  2. Let the patron know what the house policy requires of staff in this situation.
  3. If patrons are intoxicated/unduly intoxicated, distressed or underage, ask them to leave and offer assistance such as to call a taxi, or a friend / family member to get them home safely.
  4. If not being asked to leave, offer alternatives like food, non-alcoholic drinks, and/or water instead.
THE MALMSBURY HOTEL HAS ZERO TOLERANCE OF:

Drunkenness / intoxication
Aggression, Fights, Abusive language, Threats to other Patrons and Staff
Unwelcome sexual comments, advances or harassment.

For Guests in our Accommodation there are additional requirements:

Only paying guests may stay in the allocated Rooms overnight.

All guests are to keep music and television volumes low so as not disturb over guests, and no music at all from 10pm to 10am.

Any excessive cleaning required (such as vomit, urine or faeces) will have the guest charged an additional cleaning fee, and my have future Accommodation bookings refused.

Quiet respectful behaviour to not disturb other guests and neighbours is always an expected requirement.

THE MALMSBURY MANAGEMENT RESERVES THE RIGHT TO REVOKE ACCOMODATION TO GUESTS THAT ARE DISRUPTIVE AND DISRESPECTFUL AND WILL EXPECT GUESTS TO LEAVE IMMEDIATELY WHEN ASKED.

Failure to observe these rules may lead to refusal of service or a request to leave the premises.

We respect our neighbours; please leave quietly!

Patrons refusing to leave will be escorted off the premises and / or Police called to remove them.

Feedback or Concern?

We appreciate all feedback positive or not so positive, as it assists in reflecting on our practices and processes to potentially improve.

We ask that any concern raised is done in a polite and respectful manner, whether in person, by phone, online or through email.

In person: Ask for Scott or Michelle
Ph: 03 5423 7140
Socials: malmsburyhotelofficial
E: contact@malmsburyhotel.com.au

By direction of the licensee: Michelle Numan July 2026