Question 1

Why do I see a charge from Longrain on my card if I only left my card at the bar?

Accepted Answer

Longrain may place a temporary pre‑authorisation (hold) on your card when you open a bar tab or leave your card with staff as security. This appears as a pending charge, often for an estimated amount above what you actually spend. When your final bill is closed, the correct total is charged and the original hold is released by your bank, usually within 3–7 business days depending on your card issuer.

Question 2

What types of charges can I expect from Longrain and what amounts are common?

Accepted Answer

Most Longrain charges are for in‑venue dining and drinks, with individual bills commonly ranging from around AUD $60–$150 for two people, depending on food, cocktails, and any surcharge. Larger amounts (AUD $300 and above) often relate to big group bookings, shared banquet menus, or private events. You may also see rounded figures (for example, $50, $100, $200) if you purchased a gift voucher.

Question 3

Why is my Longrain charge higher than the amount on the menu?

Accepted Answer

Your final Longrain charge can be higher than expected due to added beverages, shared dishes, and optional gratuities or tips you approved when paying. On certain dates (like weekends or public holidays), a venue surcharge may also apply, which is usually noted on the menu or bill. If you split a bill or added a tip via EFTPOS, the bank statement will only show the final total, not the individual line items.

Question 4

Can Longrain place a pre‑authorisation or security hold for group bookings or events?

Accepted Answer

Yes, for larger group bookings or private events, Longrain may request a deposit or place a pre‑authorisation on your card to secure the reservation. This may show as a pending or completed charge, depending on the terms you agreed to at the time of booking. Deposits are typically credited against your final bill on the day of your event, subject to their cancellation and no‑show policy outlined in your booking confirmation.

Question 5

How do I cancel or change a Longrain reservation to avoid a cancellation charge?

Accepted Answer

To cancel or modify a Longrain booking, use the link in your reservation confirmation email or text (often from a booking partner like SevenRooms or OpenTable), or contact the restaurant directly using the details on longrainmelbourne.com. Many group bookings have a cut‑off time (for example, 24–48 hours before your reservation) to change numbers or cancel without a fee. If you miss this window, a per‑person cancellation or no‑show fee may be charged to the card you used to secure the booking.

Question 6

How can I request a copy of my receipt or dispute an unexpected Longrain charge?

Accepted Answer

If you need a receipt or believe a Longrain charge is incorrect, contact the restaurant directly via phone or the email address listed on longrainmelbourne.com. Provide the transaction date, exact amount, name on the booking (if any), and the last four digits of your card so staff can locate the payment in their system. They can resend an itemised receipt, explain any surcharges or tips, and, if an error is confirmed, arrange an adjustment or refund according to their policies.

Question 7

How do Longrain gift voucher purchases appear on my statement, and can they be refunded?

Accepted Answer

Gift vouchers for Longrain usually appear on your bank statement as a card‑not‑present or online transaction with ‘Longrain’ or the name of the voucher platform they use. Voucher purchases are typically non‑refundable once issued, but can be used over multiple visits until the expiry date stated on the voucher. If you don’t recognise a voucher charge, check with family or friends who may have purchased it as a gift, then contact the restaurant or voucher provider with your transaction details for confirmation.

Question 8

Can I get a refund if I was charged a no‑show or late cancellation fee by Longrain?

Accepted Answer

Refunds for no‑show or late cancellation fees are generally at Longrain’s discretion and depend on the terms you agreed to when booking. If you believe you were charged in error or had exceptional circumstances, contact the restaurant as soon as possible with your booking confirmation and transaction details. They can review your case and, if appropriate, reverse or partially refund the fee in line with their venue policy.

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