Facilities

Elevator

Free parking

Non-smoking

Pool

Gym

Hot tub

Terms & Conditions

BOOKING & CANCELLATION POLICY: 7 days full payment required. NO refund, waitlist, change of date options available. 14 DAY $200 DEPOSIT: High Season Only – Qld School Holidays A $200 Deposit or full rate if less at time of booking, Deposit is refundable** up to 14 days prior to arrival. A booking is not secure until a deposit has been paid. Balance is due 14 days prior to arrival. Bookings which are cancelled inside the full payment period will forfeit total booking cost. A booking is not secure until a deposit has been paid. Group bookings – each unit is considered an individual booking for refund purposes. WAITLIST BOOKING: Bookings may be offered a waitlist option – conditions apply. DATE CHANGE: Outside the cancellation period, booking dates are able to be changed without penalty and subject to availability. Date change must be within a 12-month period of initial booking. $40 charge to change dates. Extra tariff may apply due to different seasons. Our website offers the best publicly advertised room rates solely for studios, motels and apartments under the management of Surfers Chateau Resort excluding the sale of packaged rates and offers not available to the general public. 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 be arranged please contact us to discuss the options. The person making a 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: **Please note: We are not able to accommodate school leavers during the annual “SCHOOLIES” Festival. We reserve the right to reject bookings and refuse check in with no refund given** OCCUPANCY Please check room occupancies carefully. Each room has a max occupancy limit due to Fire and Body Corporate regulations. Children 1 year and above are considered a person when calculating occupancy. Each person included in the occupancy is required to have an appropriate bedding option. Additional bedding must be pre ordered if required, however must not exceed the maximum bedding conditions of the room type. Charges apply for additional bedding. COMPLIMENTARY INCLUSIONS: 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, services not provided or utilised. 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 secure your preferred unit at time of booking but we can not 100% guarantee or promise that, that particular room will be available on day of arrival. Each booking is allocated the most appropriate room available at the time of finalising the booking on day of arrival. Should you consider the apartment you have booked not suitable, upgrades or relocations can be requested – subject to availability and at an additional cost. Guests wishing to change rooms after check-in may incur a cleaning fee. NO PETS: Surfers Chateau is a pet free resort, no pets are allowed on site, in vehicles or in rooms. Immediate eviction applies to guests concealing a pet. Exception is registered guide or assistance dogs, dog coat & papers required at all times. ARRIVING & DURING YOUR STAY: CHECK IN TIME: From 2pm. Our check-in time is from 2pm – 7.00pm – via the office. Early arrivals after 12 noon can have their luggage stored while they wait for room. NO REFUND is available if you bring issues to the attention of management at the end of your stay. LATE ARRIVALS: Arriving outside of office hours - our after-hours service is available to assist at any time. Located to the right of our glass reception doors you will find the NIGHT SAFE. On arrival please call 07 5681 8001 for assistance. If you have checked in online you will receive a text message with check in instructions prior to arrival. If you have not checked in online, please have your credit card and ID available. CHECK IN REQUIREMENTS: All guests may be required to provide a credit card pre-authorisation on arrival to cover any miscellaneous charges. All bookings need to pay a $200 security deposit. In addition, you are required to provide a photo ID 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. All charges are settled daily and processed to the credit card on file. Guests are able to check out via the office from 8am – 10am or prior to office hours depositing the key through the key return slot in the reception door. Any breakages are to be discussed with our Reception Team prior to 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. LINEN PROVIDED: All bedding and bath towels are supplied in your room. Pool Towels are not included but are available to be purchased or hired from reservations. Bath towels are not allowed to leave the units or go to the pools. If fresh towels are required an extra charge may apply. VACATING THE ROOM: It is expected on vacating your unit that any furniture, cutlery, dishes moved during your stay is returned to their original room and location. Please ensure all dishes are washed and returned to cupboards, and ensure all rubbish is removed and disposed of in the appropriate resort bins – Please no loose food or fish scraps. Please report any maintenance or breakages to reception. EXTRA CLEANING CHARGES: Extra cleaning charges may apply to rooms left in an inappropriate state. UNACCEPTABLE BEHAVIOUR: We believe at Surfers Chateau all guests have the right to enjoy their stay; as a gathering venue for family & friends, for rest & relaxation. The following Terms & Conditions are put in place to ensure the rights of all guests are adhered to. NOISE POLICY: Quiet time 10pm to 8am. As a family resort, we ask that any visitors to your accommodation leave by 10pm, and any excessive noise, parties or family gatherings must cease by this time. We also ask the morning noise is kept to a minimum before 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. SMOKING POLICY: All apartments, studios, motels, our pools & BBQ areas are strictly non-smoking. Extra charges may apply if unit is required to be treated to remove any smoking smells. POOL & BBQ USAGE: Pool users are required to abide by the pool rules, NO GLASS & NO SMOKING in either resort pool is allowed. Pools are for registered guests staying at Surfers Chateau only. No outside visitors are allowed in either resort pools & BBQ areas. MAXIMUM GUESTS: Fire and body corporate regulations – all rooms have a maximum number of guests allowed. If you exceed the allocated number an extra room will need to be booked or extra guests will be asked to leave. Children 1 year old and above are included in the maximum guest allowance. GENERAL POLICIES: TRAVEL INSURANCE: We strongly recommend Travel Insurance for all of those unexpected events leading to last minute cancellation. 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 Surfers Chateau. We will not be liable for any loss of any kind whatsoever. PRIVACY POLICY: In all of your dealings with Surfers Chateau your privacy is protected by our Privacy Policy.