10 Hour layover in Guangzhou - transit accommodation

My parents are intending to fly from Melbourne to Toronto with a 10 hour layover in Guangzhou. China Southern supply transit accommodation at not charge for layovers longer than 8 hours but have advised that my parents would have to arrange a visa beforehand. Is this right? When I flew China Southern to Italy, even though my layover was only 3 hours I was not able to go through the normal international transfer and instead cleared customs, was given a 72 hour free transit at the immigration counter and then went straight back through customs (a little stressful since I had no idea that was going to happen). Can you advise if my parents would be able to get the 72 hour free transit at the airport and then be able to take advantage of China Southern's free transit accommodation (which I assume is outside the airport).
Thanks,
Lisa