TERMS & CONDITIONS - JUNE 2024.

PAYMENT OPTIONS:

Credit Card - If we have not received payment as a Direct Deposit (EFT) by the due date we will automatically process the Credit Card on file for payment (Credit Card Fee - 3.3% applies).

Payment Cash or Bank Transfer: 

• Domestic - Westpac Bank - SPR Partners Trust Account BSB: 034 279 Acct: 518688   Ref:  Booking # and Surname
• International - Westpac Bank - SPR Partners Trust Account - Swift/BIC Code:  WPACAU2S - Acct: 034279518688  Ref:  Booking # and Surname.

Please email remittance to: info@surfparaderesort.com.au Payment is required in our Trust Account by 9am - 3 days before your day of arrival,

BOOKING & CANCELLATION POLICY:

LOW & HIGH SEASON - 72 HR - 3 DAYS - TRADING TERMS:

• No Deposit - Free Cancellation - until 72 hours / 3 days prior to arrival when full payment is due.
• Once full payment is processed - No refund, change of dates or waitlist options are available.
• Please ensure you have appropriate travel insurance to cover any losses that may occur if you are required to cancel.

PEAK SEASON - 14 DAYS - TRADING TERMS:

• No Deposit - Free Cancellation - until 14 days prior to arrival when full payment is due.
• Once full payment is processed - No refund, change of dates or waitlist options are available.
• Please ensure you have appropriate travel insurance to cover any losses that may occur if you are required to cancel.

RESERVATIONS, RATES AND QUOTES:

• Reservations can be made via our website or any participating 3rd party online booking channel. We also accept direct bookings by contacting our Reservation Team during office hours - +61 7 5538 8863
• All our rates are "dynamic" and are subject to change without notice.  
• Any quotes either verbal or written are subject to confirmation at time of booking and only secured once the guest has received a confirmation letter confirming the booking.
• As our rates are dynamic and are subject to change without notice, once you have booked your accommodation at a selected rate, you will be deemed to have accepted the terms and conditions of your booking and a such, should a cheaper rate be advertised at a later stage, any allowable charges will be in accordance with our terms and conditions.

PACKAGED RATES:

• Any value add, inclusions or add on bonus promotion packages are sold. The package is deemed to be included wholly within the package and mayt not be dissected, removed, exchanged, refunded or redeemed for cash, even in the event that the poertion, inclusion, value add or bonus is not utilised.

BEST RATE GUARANTEED:

• We offer the best advertised rates. If you are able to find the rate cheaper for the same product we will beat the rate. Reservations will be required to be able to book the rate questioned to achieve a better rate.

RESPONSIBLE ADULT:

• A responsible adult of 18 years and above is required to make the booking and to stay in the unit booked for the duration of the booking. Exceptions may apply please contact us to discuss.
• The person making the booking shall be deemed to have accepted the booking conditions on behalf of all persons staying and is responsible for the behaviour or any costs incurred by guests staying under their booking or visiting the resort.
• SCHOOLIES: We do not accommodate for school leavers during the annual schoolies week.
• HEN OR BUCKS: We do not accommodate for party groups.

OCCUPANCY:

• Fire and Body Corporate regulations allow for a maximum of 3 guests per unit. Only units with available extra bedding allow for the extra person.

COMPLIMENTARY INCLUSIONS: 

• Foxtel, Wifi and resort facilities are considered as complimentary inclusions and hence offer no monetary value to the rate. These inclusions may not be dissected, removed, exchanged, refunded or redeemed for cash, even in the event of product or equipment failure or services provided or not utilised.

UNIT REQUEST POLICY:

• Whilst we attempt to satisfy all special requests please understand that it may not be possible to do so, regardless of the date your booking was made.
• Our Reservation Team will do their best to secuyre your preferred unit at time of booking, however this is NOT a 100% guarantee or promise that the particular unit will be available on day of arrival.
• Each booking is allocated the most appropriate room in the booked room type, available on the day of arrival. Should you consider the apartment to be unsuitable, upgrades or relocation can be requested - subject to availability and at an addition cost.

NO PETS:

• Sorry - Holiday Letting apartments are pet free.
• Exceptions - registerd guide or assistance dogs, coats are to be worn & papers required.

ARRIVING & DURING YOUR STAY:

CHECK IN:

• From 2 pm.  
• Early check in may be available on day of arrival. Please ensure we have updated contact details and we will notify you via SMS or Email.

SECURITY PRE AUTHORISATION CREDIT CARD:

• A pre-authorisation of $200 is required for your the duration of your stay.
• The hold on the card is removed on final inspection of the unit and all charges have been paid.
• The hold of the balance may take up to 7 days from departure to be lifted with the appropriate bank.

ON ARRIVAL TO YOUR UNIT:

• If you have any issues with your unit that you would like rectified please contact the reception team - +61 7 5538 8863 or at the office so we are able to address the problem or find a suitable solution.
• If you are not satisfied with any solution you may take the option to leave and request a refund. If management is in agreement with your complaint a full or partial refund will be processed.
• NO REFUND is available if you bring issues to the attention of management at the end of your stay.

LATE ARRIVALS:

• Outside Office Hours we provide an after-hours service. To contact either call +61 7 5538 8863 or Press # on the intercom outside by the foyer doors.

CHECK IN REQUIREMENTS: 

• All guests are required to provide a credit card pre-authorisation on arrival to cover any miscellaneous charges.
• A photo ID is required - this identification may be retained for verification purposes with your credit card provider in the event of disputation. 
• Any personal information collected will be securely stored and carefully disposed of at the end of its usefulness.

CHECK OUT TIME: 

• Our check-out time is 10 am – unless otherwise stated as part of a booking promotion or previously arranged. 
• Late check-outs are only available on direct bookings or part of a booking promotion. 
• All charges are settled daily and processed to the credit card on file. 
• To check out please return key to reception staff or deposit the key in the key slot at reception if office is closed.
• Any breakages are to be discussed with our reception team please contact on day of departure.

EARLY DEPARTURE: 

• We regret no refund is available should you choose an early departure. 

RESPONSIBILITY: 

• As a condition of your occupancy, the owners of the premises are not liable for damage or loss of property which the occupier/s guests may bring on to the premises. Refer to the Travellers Accommodation Providers Liability Act 2001. 

RESORT FACILITIES:

• The pool, spa, sauna and BBQ are open 7am to 9pm. 
• The tennis court is open 8am until dark. We recommend you make a booking for the tennis court at Reception. 
• Pool users are required to abide by the pool rules.
• Facilities are for guests staying at the resort - sorry no outside guests.
• NO GLASS BOTTLES – NO SMOKING - NO VAPING – NO PARTIES/FUNCTIONS/CELEBRATIONS – NO OUTSIDE VISITORS. 

LINEN PROVIDED: 

• All bedding and bath towels are supplied in your room.
• Pool Towels are not included but are available to be hired from reception.
• Bath towels are not allowed to leave the units or go to the pools. If fresh towels are required an extra charge may apply. 

ROOM MID STAY SERVICE: 

• Surf Parade Resort does not provide daily servicing or full amenities. A small complimentary starter supply of tea, coffee & sugar, toiletries and cleaning items is provided at the beginning of your stay.
• Items are available for purchase from reception or at the local supermarket. 
• A mid-week service (linen and towel change) is provided for bookings of 8 nights or more. Additional room services are available and will incur an incidental charge. 

VACATING THE ROOM: 

• Please ensure all dishes are washed and returned to cupboards, and ensure all rubbish is removed and disposed of in rubbish chute located on each floor.
• Pleae ensure all rubbish is bagged.
• Please report any maintenance or breakages to reception. Breakages are the responsibility of the guests and charges may apply for replacements. 

EXTRA CLEANING CHARGES: 

• Extra cleaning charges may apply to rooms left in an inappropriate state. 

UNACCEPTABLE BEHAVIOUR: 

We believe at Surf Parade Resort all guests have the right to enjoy their stay-

NOISE POLICY: 

• Quiet time 10pm to 8am.
• Inappropriate noise, language & behaviour will not be tolerated at any time of the day. A management callout fee $150 per callout, applies in response to complaints made by other guests and guests may be evicted if noise, inappropriate language & behaviour continues. No refund will apply. 

By way of illustration the following behaviours are unacceptable: 

• Intoxication, bad language or unsavoury behaviour; 
• Throwing anything from or climbing over apartment balconies; 
• Bringing visitors back to apartments between 10pm and 9am; 
• Loud music in unit or pool areas; 
• Dangerous behaviour on the property or pool areas; 
• Wilful damage of resort property; 
• Any incident for which police or security are called; 
• Any behaviour posing a safety threat to staff, residents or other guests; 
• Ignoring the warning that behaviour is in breach of this policy. 

NO SMOKING OR VAPING POLICY: 

• Surf Parade Resort has a strict No smoking or vaping policy.
• Smoking on the balcony or patio of your unit is not permitted.
• Extra charges will apply if unit is required to be treated to remove any smoking smells. 

GENERAL POLICIES: 

TRAVEL INSURANCE: 

We strongly recommend Travel Insurance for all of those unexpected events leading to last minute cancellation. 

WEATHER: 

• Our poor weather policy is that your booking is active and if your booking is cancelled within the 72 hour period is not refundable.
• In the case of extremely poor weather, bookings may be offered an opportunity to re book dates, this option is only offered at the discretion of the Management of Surf Parade Resort.

SICKNESS AND FAMILY CRISIS: 

We strongly recommend Travel Insurance as although we are sympathetic to unforeseen crisis there are times we are unable to change our policies. Any options made available in these cases are at the discretion of the management of Surf Parade Resort.

QLD FIRE AND RESCUE FEE: 

• Guests are responsible for any fees due to services attending a smoke alarm call out caused by careless or inattentive actions. 

FORCE MAJEURE: 

• We will not be in breach of the agreement or any way liable to any party, if it is prevented from complying with this agreement by reason of act of God, act of public enemy, act of terrorism, war, earthquake, riot, explosion, compliance and with any law or government restraint order, rule regulations, strikes, lockouts or any other cause not reasonably within the control of Surf Parade Resort. We will not be liable for any loss of any kind whatsoever. 

PRIVACY POLICY: 

In all of your dealings with Surf Parade Resort your privacy is protected by our Privacy Policy. 

• We will not give your information to anybody outside of Surf Parade Resort and our package partners. 
• We will keep only the information required to keep you informed of any offers that may be of interest to you. 
• We will keep all information required by law and regulation. 
• You may see all the information we have regarding your transactions at any time. Please email info@surfparaderesort.com.au if you have any concerns. 
• Your Credit Card details are required to process payment and to be held on file for security until the conclusion of your stay. 
• On completion of your stay your details are encrypted and can no longer be accessed. Except for account bookings for regular stays usually corporate – please contact our reception team for further information.