PERSONAL PORTERS

QVB
TSA
TG

Presented by Essential Solutions

Same Sydney City, entirely different experience. Your visit to the QVB, Strand Arcade and The Galeries now offers you a one-on-one exclusive experience with your own Personal Porter to attend to your errands. They will be on hand to assist with everything from finding stores, curating a selection of gifts, carrying your shopping as well as organising VIP appointments and restaurant bookings (subject to availability).

The experience begins when you arrive at the QVB Concierge Desk on Ground Floor. Then when you are ready, the experience begins.

We aim to make your experience as stress-free and personalised as possible, so if you have any particular requests please let your Personal Porter know during your pre-consultation call so that we can do our best to accommodate you.

Your family and friends might join you on your selected day, but please remember your Personal Porter will be personally assigned to you, and only you, for the duration of your shopping experience. If your guests do require additional assistance, then it can be arranged on request.

Make A Booking

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CONTACT US

Our Premium Guest Services team are here to help you enjoy an experience unlike any other.

If you have any questions simply visit our Concierge Desk or call us on (02) 9265 6800.

CONTACT US

An unparalleled premium gift experience.

Book a Personal Porter Service as a gift for family, friends or valued clients by purchasing a QVB Gift Card to the equivalent of a 2 hour, 3 hour or 4 hours service. The recipient can redeem this gift card when booking their Butler in centre.

You can order Gift Cards online or purchase from our Concierge Desk in the centre.

Frequently Asked Questions

For all queries regarding Personal Porters, please contact the Guest Experience team at qvb.info@vicinity.com.au or call 02 9264 9209.

DO I HAVE TO BOOK ONLINE?

Yes, bookings must be made online via this webpage.

WHAT ARE THE DATES AND TIMES AVAILABLE FOR ATTENDING SESSIONS AND HOW LONG ARE SESSION TIMES?

The Personal Porter Service is available 7 days a week (excluding Good Friday and Christmas Day). Timeslots are confined to centre opening hours and availability may vary daily.

Session times are for 1,2, 4 or 8 hours.

HOW MUCH DOES THE SERVICE COST

This service is charged in 1,2, 4 or 8 hour timeslots please refer below:

1 hour Personal Porter Session  $60

2 hours Personal Porter Session $120

Half day (4 hours) Personal Porter Session $400

Full day (8 hours) Personal Porter Session $600

IS THERE A MAXIMUM AMOUNT OF PEOPLE THAT CAN BE PART OF A BOOKING?

Your Personal Porter acts as your one-on-one personal assistant to attend to your errands. You may have friends and family with you; however, your Personal Porter will be personally assigned to you and will take instructions from you only. Your Personal Porter is not required to take instructions from anyone else in your group.

Additional assistance may be available on request. Please do let us know if you have any particular requests on your pre-service consultation call so that we can do our best to accommodate you.

DO YOU ACCOMMODATE GROUP BOOKINGS OR BOOKINGS FOR SPECIAL EVENTS?

Yes, please contact us by using the online form available at;

QVB

The Galeries

The Strand Arcade

Or call us on (02) 9265 6800 we will do our best to accommodate your needs

WHERE DO I BEGIN MY PERSONAL PORTER EXPERIENCE?

Check-in for the QVB, The Strand Arcade and The Galeries Personal Porter Service at the Concierge Desk on located on Ground Floor.

WHAT TIME SHOULD I ARRIVE?

Please arrive 10 minutes before your booking. If you are running late, we will do our very best to accommodate you but cannot guarantee we can hold your booking or that we will be in a position to make up for any time lost due to lateness.

WHERE SHOULD I PARK?

You are welcome to park at the QVB Car Park located at 111 York Street Sydney. Take the Car Park elevator up to Ground Floor and meet at the Concierge Desk near the George St entrance.

Special parking offers are available – to book head to:

https://www.wilsonparking.com.au/book-a-bay

Click here to view the car park map.

WHAT IF I WANT TO CHANGE MY BOOKING?

We understand that some customers may wish to change their session time to a different day/time after booking.

1. You may request to cancel your booking by contacting us on the details below. If you request to cancel your booking 48 hours or more before your session time a full refund will be provided to the credit card that you used to make your booking.

2. If you fail to attend your session time or request to cancel your booking less than 48 hours before your session time, no refund will be provided. However, if you believe there are exceptional circumstances, please contact us using the details above. In such circumstances, we may choose (in our absolute discretion) to offer you a refund.

3. You may request to reschedule your booking by contacting us using the details above. If you request to reschedule your booking 48 hours or more before your session time, you can reschedule to another available date or time, at no cost.

4. If you request to reschedule your booking less than 48 hours before your session time, your request will be refused, unless there are exceptional circumstances (which will be determined in our absolute discretion).

5. We reserve the right to re-schedule session times if necessary due to circumstances beyond our reasonable control. If we need to reschedule a session time, we will if practical notify you of the new session time 48 hours or more before your original session time. If you cannot attend the new session time, a full refund will be provided. We are not responsible for any other costs you might incur relating to the rescheduling of session times.

Contact the Guest Experience team via email qvb.info@vicinity.com.au or call 02 9265 6800 if you need to reschedule or cancel your booking.

WHAT IF I AM LATE AND MISS MY SESSION?

Unfortunately, if you are late or miss your session there is no guarantee that we can fit you in to another session.

There are no refunds (including partial refunds) for missed sessions. However, if you believe there are exceptional circumstances, please call us on 02 9265 6800. In such circumstances, we may choose whether to grant you a refund. We will not unreasonably refuse to grant a refund where the exceptional circumstances limited or prevented us from providing the scheduled session as originally planned.

WHAT ARE THE TERMS AND CONDITIONS FOR THE SERVICE?

Please review our Service Conditions in full, available here;

WHAT COVID SAFETY MEASURES WILL APPLY FOR THE SERVICE?

Provisions have been put in place for your safety and the safety of other customers and staff, these include but are not limited to:

  • Hand sanitiser at all entrances;
  • Increased sanitisation and cleaning of all customer touch points and high traffic areas;
  • Physical and digital signage and PA announcements reminding customers to keep a safe distance apart;
  • Floor decals and physical distancing reference points in key areas;
  • Traffic and density management in our malls;

When you participate in the service please ensure you:

  • Maintain good hygiene including washing your hands or using the hand sanitiser provided
  • Keep a healthy 1.5 metres distance from other customers and team members

You must adhere to all government restrictions imposed in respect of COVID-19 at the time of your visit whilst using the service.

WHO DO I CONTACT IF I HAVE A QUESTION OR COMPLAINT ABOUT THE SERVICE?

For any queries in relation to your booking please contact by using the online form available at;

QVB

The Galeries

The Strand Arcade

Or call us on (02) 9265 6800 and we will do our best to accommodate your needs.

WHAT IS YOUR CANCELLATION AND REFUNDS POLICY?

We will provide a full refund if you request to cancel your booking at least 24 hours your session time.

If you request to cancel your booking less than 24 hours before your session time, no refund will be provided. However, if you believe there are exceptional circumstances, please call us on (02) 9265 6800. In such circumstances, we may choose whether to grant you a refund. We will not unreasonably refuse to grant a refund where the exceptional circumstances limited or prevented us from providing the scheduled session as originally planned.

Please review our Service Conditions (including our Refund and Cancellation Policy) in full, available here:

ARE THERE ANY ERRANDS A PERSONAL PORTER CANNOT ASSIST ME WITH?

Yes. There are certain errands your Butler cannot assist you with. These may include carrying bulky, oversize or overweight goods on your behalf, providing child minding services, handling or storing your identification documents and handling or storing your money or credit cards.

All services and errands are limited to within the property of QVB, The Strand Arcade and/or The Galeries. Your Personal Porter cannot perform errands that take them off the property. Services and errands requested must not breach any laws or put your Personal Porter at risk of injury.

Please do let us know if you have any particular requests on your pre-service consultation call so that we can do our best to accommodate you.

WHEN WILL I RECEIVE MY PRE-SERVICE CONSULTATION CALL?

A team member from Essential Solutions will call you for a pre-service consultation call prior to your session time (in the availability period you select during the booking process) so that we can do our best to accommodate your needs on the day.

If we are unable to contact you prior to your session time, any plans and arrangements requested by you as part of the service will be limited to those that are able to be made during your session time.

WHEN WILL I RECEIVE MY PRE-SERVICE CONSULTATION CALL?

A team member from Essential Solutions will call you for a pre-service consultation call prior to your session time (in the availability period you select during the booking process) so that we can do our best to accommodate your needs on the day.

If we are unable to contact you prior to your session time, any plans and arrangements requested by you as part of the service will be limited to those that are able to be made during your session time.

Opening Hours
Monday
9:00am - 6:00pm
Tuesday
9:00am - 6:00pm
Wednesday
9:00am - 6:00pm
Thursday
9:00am - 9:00pm
Friday
9:00am - 6:00pm
Saturday
9:00am - 6:00pm
Sunday
11:00am - 5:00pm
*Level 1 and Level 2 open from 10am Monday to Saturday.
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