Deposit
- All reservations require credit card details and a non-refundable deposit of 1 night upon booking
- A 1.15% surcharge will apply to the total amount for payment made by Visa and Mastercard. (American Express and Diners Club are not accepted).
- Transaction Currency is Australian Dollar (AUD). All on-line credit card charges will be processed in Australian Dollars (AUD).
Cancellations
- 1-night deposit is required to secure the booking, deposit is non-refundable.
- Balance is payable no later than 30 days prior to arrival
- Amendment of dates and reduction of room nights is classed as a cancellation.
- Bookings made, amended or cancelled less than 30 days prior to arrival: full value of the booking will be charged.
- No refunds will be issued for no-shows on the day of arrival or check-in. The full booking amount will be charged.
Enhancements, package inclusions and tours:
- Prior to arrival day, cancellation policies for any enhancement items, package inclusions and/or tour services apply as per rate categories stated above.
- Enhancement items and package inclusions not utilised are non-refundable
- Once arrival at the resort, there will be no refunds for cancellation of tour services booked as part of the enhancement items and/or package inclusions unless a tour service is cancelled by resort management due to tide and/or weather conditions .
- No refunds will be given for any tour services booked within24 hours of tour departure date or failure to board the tour.
Security Deposit on Check In
All House bookings require a security deposit of $300 for incidentals during your stay. In the event that accommodation or transfers were not prepaid, the value of the stay and transfers will be held as a payment in addition to $300 for incidentals. If no credit card is available, a cash or debit card payment can be made on check in to the same amount with a refund of the difference on check out.
Check In & Check Out
Check In at the resort is from 2:00 PM on day of arrival. Departing guests are asked to vacate rooms by 10:00 AM on day of departure.
Pre - Transfer Information
To ensure that sufficient time is available for ticketing, luggage collection and vehicle parking please arrive at your transfer point (Mainland Reception, River Heads Shopping Village, Shop 7, 54 Ariadne Street, River Heads) approximately 45 minutes prior to your departure time.
Porterage, Luggage Handling & Weight Policy
- Due to Australian Workplace Health & Safety requirements, the maximum acceptable weight for any single piece of luggage is 25 kgs.
- Bags weighing 20+ kgs will be tagged with a fluoro tag to indicate heavy luggage and that care must be taken when handling.
- Where guests are required to pack down luggage over 25 kgs, bags are available for sale from the Mainland Terminal.
- Each guest may check-in free of charge two (2) items of luggage each piece weighing no more than 25 kgs.
- Additional items to be checked-in will incur a handling fee of $10.00 per item.
- Where guests refuse to pack down or are not happy to pay excess charges for luggage over 25 kgs, the guest will be asked to carry their own luggage at all transportation points: on and off boat/s; along jetty; to accommodation and repeat all procedures at departure time.
Caring For Wheelchair-Bound Guest During The Transport Process
We highly recommend advising our reservations team on 1800 372 737 of your requirements prior to booking, to ensure that you are allocated to a room that suits your needs. Please also be aware that accessing the iconic destinations across the island can be difficult (as it is a sand island with no paved roads, paths, or access tracks or ramps). Queensland Parks & Wildlife Services are responsible for all services on the island outside of our resort grounds. Please check with our team before booking any tours or cruises and we can make recommendations for your individual situation.
All prices and inclusions are subject to change without notice. Seasonal variations apply. Package inclusions not used are not refundable.