Frequently Asked Question

General information about our accommodation and facilities.

What are the benefits of the Refund Protect Upgrade?

If you upgrade your booking, regardless of any specified cancellation period you will receive a 100% refund if you cannot attend and can evidence one of the many reasons specified in the terms and conditions. This includes: Illness, Accident or Injury, Public Transport Failure, Private Vehicle Failure, Home Emergency or Immediate Relative Illness and many more...

What time are the facilities open

Our facilities are open from 7am to 9pm all year round.

Is my apartment serviced?

As advertised, all apartments are self-service and self catering. You will find a complimentary supply of guest consumables such as tea, coffee, toilet paper, etc in your apartment when you arrive. These items are not restocked during your stay. If your stay is eight (8) nights or longer, you will receive a mid-stay service (COVID restrictions permitting). This consists of fresh bed linen and towels. Additional soaps, detergents, laundry powder, coffee, tea, sugar, towels and bed linen can be purchased from reception at an additional cost.

Is there parking onsite?

Parking for one vehicle included with your booking in our secure undercover parking. There is ample parking is available on two levels and you are welcome to park in any free parking space.

What time can I check in?

Check-in is guaranteed from 2.00pm. Please let us know if you plan to arrive early and we will try to have the room ready when you arrive. Please be aware early check-in is dependent on housekeeping requirements and is not always possible.

How do I check in if I arrive and reception is closed?

If you arrive outside reception hours, you can check-in via the after-hours service: * We will send you an invitation to check in online prior to your arrival; * When you arrive, press the intercom at the main entry; * The after-hours service will collect credit card details if applicable and provide the code for the key safe * There will be an envelope inside the key safe containing a Welcome Letter and the keys and fob for your apartment.

What time is check out?

Check-out is 10.00am unless arrangements have been made in advance. Please enquire at reception if a late check-out is possible. Please note an additional fee may apply. We can hold luggage during office hours if you have a later return flight home. Please check with reception.

How do I check out if I am leaving before reception opens

There is a key return slot at reception if you are checking out before reception opens. If you have a vehicle, please remember to exit the carpark before returning the key.

Is there public transport nearby?

The G-Link tram runs from Helensvale to the Broadbeach South Tram Station located opposite the Pacific Fair Shopping Centre. The nearest stop is located on the Gold Coast Highway behind Surf Parade Resort. Trams run every 7 minutes from 5am-11pm. Gold Coast Go Explore One Day Unlimited Bus and Tram Passes are available from Reception for $10 per adult each. Plan your journey with https://jp.translink.com.au/plan-your-journey/journey-planner

Is it possible to arrange something special for my booking?

If you are celebrating a special occasion and want to arrange something special. Place an order online and we can have it delivered to the apartment the day of your arrival. https://www.giftbasket.com.au/gifts-best-sellers-australia/

Still have a question about our service? Contact us

Office Hours


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