BRISBANE GATEWAY RESORT
RESERVATION TERMS AND CONDITIONS
a) These standard terms and conditions apply to all reservations made directly with Brisbane Gateway Resort including our website www.brisbanegateway.com.auon or after 1 July 2023. Please read them carefully as we want you to enjoy your stay and ensure there are no surprises in relation to booking or payment processes or whilst you are staying with us.
b) The person making the reservation will be deemed to be authorised by all persons who will be staying under the reservation to have accepted these terms and conditions on their behalf once any payment is made in relation to the reservation.
c) If you are not satisfied with these terms and conditions or wish to negotiate specific terms and conditions attached to your reservation, you should contact us prior to making your reservation or at the latest within 24 hours of making your reservation otherwise these terms and conditions will apply.
d) Reservations via travel agents and reservation services may be governed by and subject to additional terms and conditions which are applied by these parties. You should ask your travel agent or reservation service for a copy of their terms and conditions. Such terms and conditions may relate to items such as payments, deposits and cancellations displayed at the time of reservation. If there is any inconsistency between the third-party terms and conditions and these terms and conditions in relation to your stay with us the latter will prevail.
e) Some terms and conditions vary according to reservation type, period or selected rates, these additional included terms and conditions will be displayed at the time of reservation. You should ensure that you carefully read any inclusions of additional terms and conditions displayed at the time of reservation together with these terms and conditions to ensure you are aware of all the terms and conditions which apply to your particular reservation.
f) For reservations of 42 or more days, you may be required to enter into a separate rental agreement in which case you will be bound by both the rental agreement and these terms except to the extent of any inconsistency in which case the former will prevail to the extent of that inconsistency.
a) In these terms and conditions:
i. “Adult” means a person aged over 18 years.
ii. “Child” or “Children” means a person or persons aged between 3 years and 18 years.
iii. “Infant” means a person under the age of 3 years.
iv. “Credit” means credit which may be applied to future accommodation with us.
v. “Credit Voucher” means a credit voucher issued by Brisbane Gateway Resort.
vi. “Non-refundable Reservation” means a reservation which is advertised or communicated as a reservation that has specific reservation conditions that states it is a non-refundable reservation or includes a non-refundable deposit or prepayment component.
vii. “You” and “Your” mean the person who is making the reservation.
viii. “We” and Us” mean Brisbane Gateway Resort.
x. “Reservation Deposit” (or “Booking Deposit”) an amount or amounts required to continue to hold the reservation until the Final Balance is required to be paid.
xi. “Final Balance” an amount equal to the total stay cost (excluding security deposits) minus any reservation deposits and prepayments already received.
xii. “Security Deposit” a refundable amount paid in addition to the total stay cost to guarantee any incidental costs during the stay such as loss of keys, extra cleaning or breakages.
xiii. “Quoted Rates” mean prices quoted or advertised directly by Brisbane Gateway Resort.
xiv. “Offer Conditions” are specific conditions advertised or notified at the time of reservation which apply to a special rate, discount or offer in addition to standard reservation terms and conditions.
a) Reservations are recommended where you wish to ensure availability.
b) Reservations can be made directly online via www.brisbanegateway.com.au or by calling Reservations on 07 3341 6333 from within Australia or + 61 7 3341 6333 if calling from overseas.
c) For online reservations, details of a valid credit card will need to be entered to confirm your reservation. The credit card used must be in the name of the person on the reservation and will be verified at check-in.
d) Reservations are subject to the conditions, availability and applicable pricing at the time of the reservation and some inclusions and/or exclusions to conditions may also apply including but not limited to minimum stay requirements.
e) Reservations are for only the guests registered on the reservation whose details will be verified at the time of check-in. Reservations are non-transferable, and guests may not be substituted or swapped for different guests during the stay without approval by us.
f) The person making the reservation must be 18 years or over and is deemed to have accepted these terms and conditions on behalf of all persons staying under the reservation.
g) Valid photo identification is required on or before arrival from all independent person(s) on the reservation and we must be able to reference correctly all guests staying.
h) Reservations may be amended/cancelled by us in case of computer, website or system error resulting in incorrect availability, accommodation rates or details. We will advise you as soon as possible if this occurs.
i) Reservations are for short stay holiday or temporary purposes only for the period reserved and the Residential Tenancies and Rooming Accommodation Act 2008 does not generally apply to your stay unless otherwise stated.
b) By making a group reservation, you agree to these additional conditions which apply to your group reservation as notified at the time of confirming your reservation.
c) You agree to provide us with contact details for one group reservation contact person who will be the primary point of contact for your group and who has the designated authority of all members of the group (including any association or entity involved) for any dealings or undertakings in relation to the group reservation.
d) Your group reservation contact person will be responsible for:
i. conducting reservation arrangements on the group’s behalf and being the primary point of communications.
ii. ensuring all deposits and payments requested by us under the reservation terms are arranged to be paid by the Payment Due Dates.
iii. at least 72 hours prior to check-in, providing us with a list of individual guest names for each cabin/site.
iv. overseeing the supervision of individual group members including any minors and their orderly conduct during the group stay, whilst always remaining contactable by mobile phone. If the group reservation contact will not be staying at Brisbane Gateway Resort for any part of the duration of the group’s stay, then at least 72 hours prior to check-in we will require additional contact details for such responsible group supervisor(s) who also agree to remain contactable by mobile phone during the stay.
e) All payments for group reservations must be made by the group as a whole. Separate or split payments made by individual group members will not be accepted.
f) Unless stated otherwise, payment for the final balance of the total stay amount for group reservations is required 28 days prior to the check-in date. For group reservations made 28 days or less from the check-in date, payment of the total stay amount is required at the time of reservation.
g) Group reservations and associated rates may have higher cancellation notice requirements and higher cancellation fees than individual bookings due to additional timeframes, costs and difficulties associated with reletting cancelled group reservations.
a) Minors under the age of 18 should be accompanied by a responsible adult such as a parent, step-parent, guardian or other responsible adult who has parental rights and responsibilities for the under 18 year old guest.
b) We strongly advise against minors staying alone without adult supervision for safety reasons, as cabins may have cooking facilities, sharp utensils, bunk beds, which could be hazardous to minors staying alone. We cannot accept any responsibility for injury caused by an unsupervised minor staying in cabins.
c) Young children and infants must not be left unattended in any cabin, site or at any facility, at any time without a responsible adult carer.
d) Brisbane Gateway Resort does not provide or endorse any babysitting, child minding or childcare services.
a) All Holiday Villas and Large Family Holiday Home categories include bunk beds which comply with the Australian Standard AS/NZS 4220:2010. All other Holiday Home and Resort Home categories do not include any bunk beds.
b) When selecting cabin categories, parents and carers are advised that for safety, children under 9 years of age must not be permitted to use the top bunk in any of the holiday cabin accommodation that has bunks and to also ensure that children do not play on bunks.
a) Brisbane Gateway Resort quoted rates:
i. are in Australian Dollars ($AUD) and are inclusive of the Goods & Services Tax (GST) unless specified otherwise. Stays exceeding 27 days are quoted inclusive of Concessional GST unless specified otherwise.
ii. are subject to change at any time until the requested deposit payment is received by us and the reservation has been confirmed by us.
iii. may fluctuate according to expected high season periods. High season periods generally correspond with school holidays, public holidays and weekends (Fri & Sat nights) but may include other periods.
iv. may vary according to occupancy levels in categories of accommodation.
vi. may include minimum stay periods which may apply for categories of accommodation or for certain rates and offers.
vii. are valid only for the specified minimum number of nights reserved. If the number of nights stay included in your reservation changes at any time the quoted rate may also change.
viii. are based on the number of persons registered on the reservation. Additional charges apply for extra adults and children.
ix. are based on the same registered guests occupying the accommodation for the reservation using existing bedding provided.
x. do not include transport to or from the resort or items of a personal nature including but not limited to food, provisions, laundry, taxis, porterage, domestic cleaning, room service, meals or transfers, unless otherwise indicated.
xi. are non-commissionable unless specified.
b) We cannot guarantee the accuracy of rates or prices provided indirectly to you through third parties and their websites or systems and confirmation of a reservation is not a guarantee of best price.
a) Payments may be made by Visa or Mastercard or by arrangement and where time permits by Bank Transfer (allow 7 days transaction time).
b) You authorise us to charge all fees incurred by you in relation to the services provided by us to the credit card or debit card designated by you. If payment is not received from the card issuer or its agents for any reason, or is charged back to us, you agree to pay us all amounts due immediately on demand.
c) If you choose to save your credit card details with us, they will be securely stored and may be used for your future transactions with us (including transactions agreed over the phone or by email). You can choose to remove your saved credit card details at any time once your account has been settled or they will be automatically removed 14 days after your departure if you have no other future reservations made with us.
d) If a payment is not made for your reservation within the timeframes shown in the conditions displayed at the time of reservation, then you authorise Brisbane Gateway Resort to charge the credit card used to confirm your reservation for the outstanding amount of your reservation payment.
e) Payments will be processed when due prior to check in. Alternatively, the guest staying will be responsible for payment and will need to have their credit card present for verification at check-in.
f) If a company or third party wants to pay for a guest’s reservation in full or part by credit card, they must first contact us and complete a credit card authority form as authority to charge the card which will require the card holder’s signature, the credit card details and card holder’s driver’s license. Brisbane Gateway Resort reserves the right to reject any unverified credit card payments from third parties.
g) If we have provided you with a unique BPAY Biller Code and CRN we will accept payments from you by BPAY. Please note that BPAY payments take up to 7 business days to process. If you are paying by this method, you will need to make the payment at least 7 business days prior to the actual due date. You must notify us of your payment once it has been made.
h) Payments for reservations may also be made using Brisbane Gateway Resort Gift Vouchers.
i) A non-refundable credit card surcharge of 1% may apply to payments made by Visa, Mastercard and American Express. The surcharge applied to these cards may vary and will be displayed at the time a payment for the reservation is to be made. Transaction fees may also apply to payments made by BPay or direct debit. These fees may not be non-refundable in the event of a cancellation.
j) We accept no responsibility for monies paid by you to a travel agency until cleared funds are received in the nominated bank account of Brisbane Gateway Resort.
a) The prepayment of a reservation deposit is required before a reservation is confirmed.
b) The amount of the deposit will be nominated at the time of reservation. The amount of the reservation deposit depends on the period of time until the arrival date; the type of accommodation being reserved; the rate type; whether the reservation is during a high season or low season period; and the length of stay.
c) For reservations of stays arriving within the next 14 days (or in high season within 28 days) full payment for the total stay along with the security deposit may be required at the time of reservation.
d) A "pre-authorisation" or "credit card hold" may be accepted in lieu of the payment of the reservation deposit. In such cases, if a cancellation occurs in default of the cancellation terms then you authorise Brisbane Gateway Resort to charge the credit card used to confirm your reservation for the cancellation fee.
e) For reservations such as special offer rates and discounted offers full payment for the total stay along with the security deposit will be required.
f) In all cases, you will be advised of the reservation deposit amounts, how and when they must be paid when you make your reservation.
g) Any quote given is an estimate only of price and the price will only be confirmed once the requested reservation prepayment is made on the reservation and you receive written advice from Brisbane Gateway Resort that the payment has been received and the reservation has been confirmed.
h) Any confirmed price is subject to change if:
i. any details relating to your reservation are amended, for example your dates of stay, the duration of your stay, your room category type and/or the persons staying under your reservation; or
ii. a payment which is due on a reservation is not received by the Payment Due Date; or
iii. there is a change in or imposition of a government charge, tax or levy which entitles or necessitates us changing the price of your reservation.
i) Confirmation of a reservation will be emailed, posted or sent by SMS (text message) to the person who made the reservation as soon as the required reservation deposit has been paid (or guaranteed by a credit card hold or preauthorisation, if provided for).
j) The confirmation email, letter or text message for your reservation will include a confirmation reference number, details of the deposit paid (if any), the relevant cancellation terms and the balance amount (if any) due to be paid on the Payment Due Date.
a) Full payment of the remaining balance for the reservation must be received on the “Payment Due Date” which will be at least 14 days prior to the arrival date unless otherwise stated in accordance with the conditions for payment displayed or notified at the time of reservation.
b) If full payment is not made before the Payment Due Date, full payment (or the remaining portion if part payment has been made) will be charged and you authorise Brisbane Gateway Resort to charge, the credit card entered at the time of reservation.
c) Please ensure sufficient funds are available on the debit/credit card you have provided at the time of placing the initial booking when your final balance is due. If our attempt at deducting the remaining balance is unsuccessful, your reservation is subject to automatic cancellation.
d) If any deposit or final payment is not received by the Payment Due Date, or we cannot charge or authorise your nominated credit card we reserve the right to and without further notice to you cancel the reservation and apply the appropriate cancellation fees at this time or suspend the reservation until payment is received.
e) If a reservation is cancelled or suspended by us due to a payment not being received by the Payment Due Date, the accommodation may be potentially resold to others. We may reinstate a cancelled or suspended reservation if payment is subsequently received subject to our discretion and accommodation availability.
f) Once final payment of your reservation has been made confirmation of that payment and your reservation will be sent to you via SMS or email to the contact details you provided at the time you made the reservation.
a) A change to reservation dates, accommodation categories, and/or number of guests, may be requested online or by emailing us at the address listed on your reservation confirmation.
b) Changes are subject to approval at our sole discretion.
c) Changes may not be accepted within a certain number of days of arrival. The number of days prior to arrival where you can make a change will be advised or displayed at the time of making the reservation.
d) Changes are subject to the availability, minimum stay restrictions and applicable pricing at the time the change is requested. We may also need to vary the category or location of cabins or sites assigned to accommodate your change request.
e) If the rate which applies to a changed reservation is greater than the rate which applied to the original reservation, you agree to pay the difference along with any fees in full at the time the change is approved.
f) Only one change to arrival and/or departure dates per reservation may be accepted after which time if the reservation is cancelled, no refunds or credit will be given.
g) Credits or differences arising from changes which reduce the value of the original reservation are non-refundable, non-transferable and may be forfeited if not used with the changed reservation.
h) If you make significant changes to a reservation, we may at our sole discretion, if we consider the changes to be significant compared with the original reservation or if a minimum stay is applicable, treat this as a cancellation of the reservation in whole or in part and charge the cancellation fees in whole or in part accordingly.
i) Additional conditions or fees applying to the approval of changes for some types of reservations, rates or offers will be displayed or notified at the time of reservation and change.
a) Additional conditions applying to the cancellation of your reservation communicated or displayed at the time of reservation will apply before the following standard cancellation conditions which will otherwise apply.
b) Cancellation conditions will apply at the point in time that your finalised cancellation decision is notified to us. The cancellation conditions applicable to your reservation arrival date will apply.
c) For reservations made more than 14 days in advance you will not be charged a cancellation fee for your reservation if it is cancelled within 24 hours of you making the reservation.
d) Cancellation fees reflect our reasonable, direct and indirect costs, time and effort incurred or involved in us reserving, preparing and providing accommodation services to you, as well as processing and managing the cancellation of your reservation.
e) Group reservation cancellations may require more notice and have higher cancellation fees than individual bookings due to additional reletting costs and risks associated with these cancellations.
f) Cancellation fees will not be waived due to change of mind or change in your travel plans. This includes cancellations due to unfavourable weather conditions or where your planned attendance at a certain event is cancelled or postponed.
g) Any cancellation fees payable by you will be deducted from any monies paid by you to Brisbane Gateway Resort and if insufficient funds are available Brisbane Gateway Resort may charge, and you agree to pay and agree to authorise Brisbane Gateway Resort to charge, the credit card the details of which you provided at the time of making your reservation.
h) Reservations made in connection with certain special promotions, offers and discounts and reservations that fall within no-cancellation periods are non-amendable and non-refundable on cancellation, no-show or shortened stay.
i) Any surcharge applied to credit cards at the time payment for the reservation is made will not be refunded.
j) Should you need to request a partial cancellation or a change that results in a lower total stay amount, the quantum of any difference will be calculated on a pro-rata basis by comparing the original total stay amount to the new total stay amount. However, if the total stay amount drops by 50% or more, we may treat this as a cancellation of the whole reservation and our cancellation policy will be applied on that basis.
k) If you are concerned about incurring losses in relation to a cancellation and/or change to a reservation, we strongly recommend that you purchase insurance against such an event with a reputable travel insurer.
l) A new reservation will be required if you wish to re-book after cancelling your reservation including a cancellation of remaining stay where you are checking out early.
m) Unless otherwise stated in accordance with the conditions displayed or notified at the time of reservation, cancellation fee and timeframes are categorised below:
n) For individual reservations for caravan and motorhome sites, cancellation fees are as follows:
i. If you cancel 14 days or more before the day of check-in you will be charged a 10% cancellation fee and issued with a refund for the balance.
ii. If you cancel less than 14 days before the day of check-in (including no-shows) you will be charged a cancellation fee equal to the full reservation amount. No refunds or credits will be given.
o) For individual reservations for cabins, cancellation fees are as follows:
ii. If you cancel less than 28 days before the day of check-in (including no-shows) you will be charged a cancellation fee equal to the full reservation amount. No refunds or credits will be given.
p) For group reservations where 3 or more cabins are reserved with us by one person or entity, cancellation fees are as follows:
i. If you cancel 70 days or more before the day of check-in you will be charged a 10% cancellation fee and issued with a refund for the balance.
ii. If you cancel 28 days or more before the day of check-in you will be charged a 25% cancellation fee and issued with a refund for the balance.
iii. If you cancel less than 28 days before the day of check-in (including no-shows) you will be charged a cancellation fee equal to the full reservation amount. No refunds or credits will be given.
a) If you fail to arrive for your reservation by 10:00 am on the day after your scheduled arrival date and/or do not provide 24 hrs notice of your cancellation you will be charged a cancellation fee equal to 100% of the total stay and will be required to pay to Brisbane Gateway Resort the full amount of your reservation (less any amount which you have already paid) and you authorise Brisbane Gateway Resort to charge, the credit card provided or entered at the time of reservation.
a) Any amount paid by you to Brisbane Gateway Resort for your reservation (including deposits) shall be dealt with as stated in these terms and conditions unless otherwise stated in accordance with such conditions displayed or notified at the time of reservation.
b) Refunds to credit cards will only be processed back to the same credit card used to make the originating payment. Cash refunds will not be available.
c) We will aim to process refunds quickly however please allow up to 14 days for processing back to credit cards or bank accounts.
a) If you have been issued with a Credit or Credit Voucher (such as a gift voucher) to be applied to future accommodation reservations with Brisbane Gateway Resort such credit will remain valid for twelve months from the day issued or if the voucher includes an expiry date, until the expiry date.
b) Subject to your rights under Australian Consumer Law, upon acceptance of a Credit or Credit Voucher, you release us from any and all claims and liabilities, without limitation, relating to your reservation, your inability to stay, and/or any refund or compensation you might be entitled to in relation to cancelling your reservation.
c) Credit and Credit Vouchers are not refundable for cash.
d) Credit and Credit Vouchers may only be used to pay for the accommodation portion of your reservation and may not be used for non-accommodation items such as security deposits, meals, car parking, transfers, laundry, telephone, services, tours or taxes not included in accommodation rates.
e) To redeem a Credit Voucher you must make your reservation via www.brisbanegateway.com.au and redeem your Credit using the code on your Credit Voucher or by contacting us.
f) Your Credit or Credit Voucher must be used fully at one time otherwise any unused value may be forfeited.
g) Once a Credit Voucher is redeemed, used or applied to a reservation it cannot be reinstated if the reservation is cancelled for any reason.
h) Any stay to be fully or partly paid for using a Credit Voucher must be reserved and paid for in full prior to the expiry of the twelve months or the voucher validity period.
i) Any Credit Voucher not redeemed at the expiry of the twelve month validity date will be forfeited in its entirety to Brisbane Gateway Resort.
j) Administration fees may apply to reservations made using Credit.
a) Check-in time is after 2.00 pm on the day of arrival for holiday cabin accommodation and after 10:00 am for caravan, motorhome and camping sites.
b) If you wish to guarantee your ability to check-in prior to normal check-in time you should reserve an additional night’s stay and pay the applicable rate for that additional night.
c) Prior to or at check-in you agree to disclose and register any additional guests proposing to stay and not to exceed maximum occupant limits specified. Additional charges will apply at the nightly rate for additional guests which must be settled at check-in.
d) Payment of any remaining balance for the full period of your reservation is required on arrival along with a refundable security deposit. Payment may be made by cash, any of the major credit cards, or eftpos debit card.
e) If you used a credit card to make a payment over the phone or online for the reservation deposit or balance amount, please ensure you bring it with you as you will need to present it during check-in for card holder verification. If you are unable to present the card for card holder verification, we reserve the right in our absolute discretion to accept, refuse, reject or reverse any transactions using the card.
f) If you have a daily limit on your card, please ensure it will allow you access to sufficient funds to pay any remaining balance due on arrival including the security deposit.
g) A current government-issued photographic identification (e.g. driver licence, proof of age card or passport) must be available to be presented on request at or prior to check-in to verify your identity. You consent to an image of the presented identification being scanned and held in electronic form on the Resort's computer system.
h) If you are unable to provide bona fide identification your reservation may be cancelled, including after check-in and you may be liable to pay Brisbane Gateway Resort an amount equal to the full reservation amount plus any other costs incurred by us in connection with the reservation. Accordingly, any pre-payment you have made in relation to the reservation will be forfeited to Brisbane Gateway Resort.
a) You agree to be personally liable to pay all costs and charges related to this stay at Brisbane Gateway Resort, including any additional costs associated with loss or damage to the premises, fixtures and/or inventory, loss of keys and any additional costs including staff time associated with cleaning or repairing the premises if, in the opinion of management, it has been left in an unacceptable condition.
b) If the person, company, association or travel agent indicated as being responsible for payment of the same does not do so, your liability for such payment shall be joined and several with such person, company or association.
c) You accept and agree to abide by the Resort Rules and Conditions as well as any terms and conditions pertaining to your booking.
d) You will ensure that all persons/minors accompanying you, and any visitors who enter the resort at your invitation, are made aware of the Resort Rules and Conditions and that such persons/minors will be always supervised whilst they are in the resort.
e) You acknowledge that all vehicles, caravans, motorhomes, trailers, motorcycles must be registered and are stored at the vehicle owner's own risk. Guests are responsible for their own personal property and are made aware of a notice displayed in reception in relation to guest’s personal property under the Traveller Accommodation Providers (Liability) Act 2001.
f) The right of occupancy of the premises is given for short stay holiday or temporary purposes only for the period reserved and the Residential Tenancies and Rooming Accommodation Act 2008 does not generally apply to your stay unless otherwise stated.
a) For stays in Holiday Villas, Holiday Homes or Resort Homes a refundable security deposit advised at the time of reservation is also required which is to be received 14 days prior to arrival.
b) For stays on a caravan, motorhome or camping site a security key deposit (or credit card pre-authorisation) must be provided on arrival to guarantee the payment of any incidentals such as loss of amenities keys.
c) Accommodation may not be made available until the security deposit is received.
d) The security deposit will be refunded after departure, following the return of all keys and a satisfactory inspection of the cabins by our staff (please allow 7 days for security deposit refunds). Any additional costs are to be paid for in full and the security deposit may be applied towards such payment.
e) The minimum charge for the loss of any resort cabin keys shall be $150 per lock re-keyed.
a) You consent to Brisbane Gateway Resort holding your credit card information in encrypted electronic form on its computer systems and for such credit card to be debited in relation to all unsettled costs and charges associated with your stay.
b) You may provide a credit card authorisation when you check-in provided full payment for the total remaining balance on your reservation is paid.
c) The authorisation may be used to cover items including but not limited to incidentals for any breakages or damage incurred during your stay or cleaning charges in excess of the normal level of cleaning.
d) The authorisation may also be used to settle any outstanding payments owed by you in relation to your reservation including any agreed extensions and payments for the balance of your reservation including where you vacate the premises prior to your scheduled check-out date.
e) The pre-authorised amount may be set aside by the card issuer for a period of up to 28 days from the date of pre-authorisation and the pre-authorisation may affect your available funds balance. For more information on this practice please contact your card issuer.
f) Once a pre-authorisation has been made, Brisbane Gateway Resort cannot release, remove or lower the authorised amount, until we process the final account on departure. This is a restriction imposed by the card issuer and cannot be negotiated.
g) You certify that you are the authorised user of the provided credit card and that you will not subsequently dispute the payment with your credit card company for transactions in accordance with your stay under these terms and conditions.
a) All cabin floor plans provided are generally indicative however exact layouts may vary. Bedding configurations (in terms of types of beds in each room) as described in each category cannot be re-configured.
b) Cabin and Site number allocations if provided, are provided as a guide only and are subject to change up until check-in. If you request to be allocated to a particular cabin or site number or location this will be noted when you make your reservation. Whilst we will always attempt to meet your request, we do not guarantee that we will be able to do so.
c) Where a site selection option is presented and made at the time of your online booking and a site selection fee is paid, this allows you to choose a preferred cabin or site location if available. The site selection fee is an amount per night per cabin or site in addition to your total accommodation amount. If this fee is paid, a location preference will be prioritised over other arrivals. Site selection will not guarantee of your location preference, however if for any reason we cannot provide your preference the additional site selection fee will be cancelled and refunded by us.
d) Reservations of multiple cabins or sites where possible will be allocated as close together as possible however we do not guarantee this will always occur.
e) On occasion, cabins or sites may not be available or need to be reassigned after check-in during your stay because of maintenance or operational reasons. If a change of this type becomes necessary, we will attempt to provide you with a comparable standard of cabin or site or provide an upgrade to an equal or greater value or higher grade of cabin or site at no extra charge. If we cannot do this, we will offer you a suitable refund.
a) Reception times are included on your confirmation. If you require a check-in later than these times, please contact us prior to your arrival to make the appropriate arrangements (preferably before 12 noon on arrival day).
b) Arrivals for caravan sites and group reservations in cabins are not generally permitted after 9:30pm due to the potential for disturbing in-house guests.
c) If you have not arranged a late arrival, keys may not be available until reception opens the next day.
d) To enable a late arrival, you will be required to have prepaid the total stay cost plus any security deposit in advance of your arrival and provide your photo ID. Your reservation confirmation has a link to your reservation details where you can make payments and upload an electronic image of your photo ID.
a) Extension requests are most welcome and we will always try to accommodate these.
b) Due to potential conflict with other reservations, extension requests are subject to availability and can only be approved when confirmed with full payment for the extra period.
c) Requests for extensions of stay should be made as early as possible (preferably before midday on the day prior to departure).
a) You agree to return all keys to reception if departing. Where keys have been returned (or left in the key return box), we will assume you have departed at that time unless you have stated otherwise.
b) No refunds or credits are available for where guests depart prior to their scheduled check-out date. This includes for example, early departures due to a change in plans, weather conditions or a change to an event being attended.
c) Payment for any nights not used will be forfeited on departure and no credits will be given.
a) Check-out is by 10:00 am on the day of departure for both holiday cabin accommodation and caravan, motorhome and camping sites. Late departures and/or failure to directly return all keys by check-out time may incur additional nightly charges.
a) If you wish to check-out later than the standard check-out time you must obtain approval from us at least 24 hours prior to your scheduled check-out time or an additional charge equivalent to the full overnight rate will be applied.
b) We may approve a request for late check-out in our absolute discretion. Additional charges apply to late check-outs.
a) On departure cabins are to be left in a reasonably clean and tidy condition. Additional cleaning and/or restoration fees will be charged, and you authorise Brisbane Gateway Resort to charge these fees if the cabin is not left in an acceptable condition in the opinion of management.
b) All guests are responsible for the removal of their own rubbish on a daily basis from accommodation to the closest bulk waste bin location shown on the resort map. Rubbish bags are provided for this purpose and additional bags are available upon request from housekeeping.
c) Cleaning equipment is included in your cabin for your use and a departure day checklist is displayed in the kitchen which guides what is reasonably required on departure. This includes removal of all food and drink items from the cabin (please do not leave any discarded items); clean out refrigerator and freezer; removal of all rubbish and recyclables from cabin to bulk bin locations; cleaning of all dishes, glasses, utensils, and cooking equipment used during the stay; wipe down surfaces and benches; sweep floors; place wet towels in the bathroom for collection; leave linen on the beds; check and remove all personal belongings.
d) You are also responsible to switch off air-conditioning, lights, fans, appliances and cooking equipment and to ensure all cabin windows and doors are closed and secured.
e) All cabin keys are to be returned directly to reception or placed in the reception key drop box and not left in the cabin.
a) All ensemble beds are made up for the guests prior to arrival. Linen packs are provided for bunk beds as required which will need to be made up by the guests. By pre-arrangement bunk beds can be made up by housekeeping prior to arrival (an additional preparation charge will apply).
b) Bed and bath linen is replaced weekly by our housekeepers.
c) Guests may request more frequent linen changes and housekeeping services for an additional charge. Pool towels can also be hired from reception for an additional charge.
a) Your reservation does not include housekeeping service unless your stay is for eight (8) nights or more in which case your room will be serviced on the fourth (4th) day of your stay.
b) If your reservation is for fourteen (14) nights of more, your reservation will include weekly housekeeping service (unless otherwise specified at the time of reservation). Your weekly housekeeping service also includes cleaning of toilet and bathroom areas, vacuuming of carpeted areas and mopping of hard floor surfaces.
c) Additional housekeeping services can be arranged with us and charges will apply.
d) If your reservation does not include housekeeping service a 'Refresh' service is available for separate purchase. You can inquire about this 'Refresh' service when you check-in.
e) Servicing is based on the same registered guests occupying the accommodation using existing bedding provided. If any of the guests staying under the reservation change part way through the stay, a linen change or full check-out service may be required to be pre-arranged with us, and additional charges will apply.
a) You authorise entry of the accommodation:
i. By authorised resort staff for the purpose of providing housekeeping and maintenance service at any reasonable time with or without notice.
ii. In the event of emergency or that resort management has a legitimate cause for concern or if the guest has not been seen or been able to be contacted over a period of time, the accommodation may be entered by resort representatives at any time with or without notice to ensure the safety and comfort of all guests is in order or that the resort accommodation itself is reasonably in order.
a) General resort rules apply in relation to such matters as the use and operation of communal recreational facilities, noise and disturbances, sporting and recreational activities, speed limits, vehicles and parking, disposal of refuse and other matters. Welcome information which includes details of the resort’s rules is provided at check-in or on request.
b) Persons (and associates) acting irresponsibly, failing to comply with resort rules, being abusive to others or causing nuisance, disturbance, damage or unreasonable untidiness may be instructed to leave and this could result in the remainder of their stay being terminated and future stays being denied.
c) Brisbane Gateway Resort reserves the right to cancel a booking or refuse a guest entry to the resort or accommodation for any reason whatsoever including where management believes the guest has:
i. provided inaccurate or incomplete guest information regarding their stay.
ii. engaged in conduct or activities (including on a previous occasion) adverse to the resort.
iii. acted in a threatening, abusive, violent, harassing, insulting or agressive manner.
iv. acted unlawfully or under suspicion of being intoxicated with drugs or alcohol.
v. intentionally damaged or disrespected resort property.
a) Visitors are permitted to visit you at your cabin or site (subject to limitations) however recreation facilities are generally for the exclusive use of in-house guests only.
a) For the health and safety of all guests, smoking (including e-cigarettes “vaping”) is not permitted inside any cabin accommodation. Guests may smoke on the veranda outside their accommodation provided that the door to the accommodation remains closed and smoke does not enter the accommodation or disturb other guests. A cleaning and restoration fee (equivalent to two night’s accommodation) may be charged to the guest if smoking inside the accommodation has occurred.
b) Smoking is not permitted inside or within 10 metres of the entry to Resort buildings, outdoor eating areas, BBQ facilities, the children's playground area, swimming pool area and tennis court area. If you are smoking in other areas, you are required to respect the rights of non-smokers who might be nearby and also ensure that you fully extinguish and properly dispose of all cigarette butts. State laws include penalties in relation to smoking and “vaping” in certain public areas.
a) Pets and other animals are not permitted inside the accommodation or anywhere in Brisbane Gateway Resort. An animal is considered a breach of Terms and Conditions, and you will be asked to leave or remove the animal. A cleaning and restoration fee (equivalent to two night’s accommodation) may also be charged to the guest if an animal has been brought into a cabin.
b) Exceptions to the above apply. For example: Certified assistance dogs which have passed a Public Access Test under the Guide, Hearing and Assistance Dogs Act 2009 where appropriate certifications can be provided, preferably at the time of reservation and reasonably verified before check-in.
a) Parking is available for one car or small mini-bus (e.g. up to 14 seater) immediately adjacent to each cabin or site reserved. Additional vehicles must be notified to us and parked in the visitor parking area opposite reception.
b) Parking for larger buses, coaches and trailers is available on a limited basis. Please advise reception prior to arrival if you require bus or coach parking.
c) You are responsible for the security of your own personal property. Parking in the resort’s car park is at your own risk.
a) For site reservations you are responsible for providing an accurate description and dimensions of camping equipment proposed to be used on sites such as the type and overall length of your caravan or recreational vehicle, as this may be used to select your site.
b) In the event you request staff assistance for the siting of any car, motorhome, caravan, trailer or vehicle, Brisbane Gateway Resort, its staff members or agents, do not accept or take possession of such vehicle and take no responsibility for safe custody of any such vehicle other than to warrant that its services will be rendered with due care and skill.
a) Accommodation facilities listed for a certain room type may not apply to all room types.
b) Whilst care is taken to ensure that the description of accommodation, facilities and services is accurate based on information available at the time of publishing, these are continually being maintained, upgraded, and on occasion taken out of service and if any feature/facility is essential to you, it is your responsibility to confirm with us prior to making your reservation that the feature/facility will be available during your stay.
c) To the extent permitted by law Brisbane Gateway Resort is not liable for omissions, errors or changes to the accommodation, facilities and services whether temporary or permanent.
a) Whilst we attempt to satisfy special requests, we do not guarantee that all special requests can be accommodated.
a) If special or disability access accommodation is required, the accessible accommodation category must be selected at the time of reservation and is subject to availability. All other cabin accommodation may have a few stairs and doorway and bathroom access may be restricted for wheelchairs.
b) The resort also has a separate disability bathroom, including a shower with fold down seat and toilet with accessibility rails which facilitates wheelchair access with some assistance required.
a) Map images, if shown, are for general information and may not necessarily reflect actual routings, locations or services provided.
b) Photos and floor plans are indicative only. Actual rooms occupied may vary in decor and inclusions from those shown.
a) We strongly recommend that at the time of reservation you purchase comprehensive travel insurance to cover items including but not limited to loss of reservation amount through cancellation, loss or damage to personal baggage, loss of money and medical expenses.
b) If you are concerned about incurring losses in relation to a cancellation and/or change to a reservation due do a “change of plans” for example caused by a cancellation or changes to an event you may be attending whilst in Brisbane, we strongly recommend that you check that your travel insurance policy covers such events.
c) You agree to waive any further claim for, subrogation or reimbursement of cancellation fees against us when a cancellation has been finalised under the agreed cancellation terms or when a credit has been accepted.
a) Brisbane Gateway Resort does not facilitate resale to a third-party or for trade purposes and takes no responsibility for representations made by such third parties without prior consent and written agreement. We reserve the right to accept or reject any such bookings. This also applies to group reservations and negotiated corporate rates that are resold separately or packaged with other events or products.
b) Third party products or services are sometimes packaged together with accommodation provided by Brisbane Gateway Resort. In such circumstances the third party is entirely responsible for supplying the products or services to you and any involvement Brisbane Gateway Resort has in facilitating your reservation with the third party is as the third party's agent. Brisbane Gateway Resort is in no way the supplier of the products and services and to the extent permitted by law Brisbane Gateway Resort is not liable for any failure by the third party to provide the products or services, nor for any act, error, omission, default or negligence of the third party.
c) When reserved by or through a travel agency, our quoted rates are non-commissionable unless expressly stated.
d) Travel agents must ensure guests and groups are given a copy of these conditions and that they agree to them before a reservation is made.
e) All third party coupons, vouchers, receipts and tickets are issued subject to the terms and conditions specified by those third parties.
f) We do not warrant the accuracy of any information, statements or representations made by third parties.
g) Representations by third party events promoting Brisbane Gateway Resort as an accommodation provider for an event do not override these terms and conditions.
h) Reservations with us are not dependent on events arranged by others proceeding or not proceeding.
a) To the extent permitted by the law, you agree to release, indemnify and hold harmless, Brisbane Gateway Resort and its current and former officers, employees, contractors, sub-contractors/consultants (including their respective employees and contractors) and agents against, from and in respect of all expenses, costs, liabilities, claims, actions, proceedings, damages, judgments and losses of any kind whatsoever (including but not limited to consequential and economic losses, property loss/damage and damages for injury, including personal injury and death) arising out of, caused by, attributable to or resulting from your reservation or your stay at Brisbane Gateway Resort except to the extent such expense, cost, liability, claim, action, proceeding, damage, judgment or loss arose out of, was caused by, attributable to or resulted from Brisbane Gateway Resort’s negligence, wrongful act/omission or breach of these terms and conditions.
b) To the extent permitted by law the aggregate of Brisbane Gateway Resort’s liability to you is limited to an amount not exceeding the amount paid by you for your reservation.
c) Each indemnity in these terms and conditions is a continuing and independent obligation and survives the termination or expiry of these terms and conditions.
a) Our services come with guarantees under the Australian Consumer Law that:
i. they will be provided with due care and skill;
ii. they will be reasonably fit for the specified purpose;
iii. they can reasonably be expected to achieve the desired result; and
iv. they will be provided within a reasonable time.
If we fail to meet any of these guarantees, you have rights under the Australian Consumer Law.
b) To the extent permitted by law, all conditions, warranties, guarantees, rights, remedies, liabilities and other terms implied or conferred by statute, custom or the general law that impose any liability or obligation on Brisbane Gateway Resort are excluded under these Terms and Conditions.
c) Nothing contained in these Terms and Conditions excludes, restricts or modifies the application of any provision, the exercise of any right or remedy, or the imposition of any liability under the Australian Consumer Law or under any international consumer protection legislation, provided that, to the extent that such law permits Brisbane Gateway Resort to limit its liability, then Brisbane Gateway Resort’s liability is limited to:
i. in the case of supplied services, supplying the services again or payment of the cost of having the services supplied again; and
ii. in the case of supplied goods, replacing the goods, supplying equivalent goods or repairing the goods, or payment of the cost of replacing the goods, supplying equivalent goods or having the goods repaired.
a) We do our best to ensure your booking arrangements are satisfactory, however, Brisbane Gateway Resort is not responsible for and accepts no liability whatsoever for any injury, damage, loss, delay, additional cost or inconvenience caused directly or indirectly, arising out of any occurrences or conditions beyond our control, including but not limited to acts of terrorism, act of God, pandemics, failure of equipment, defects in vehicles, war, strikes, industrial action, theft, delay, cancellation, protests, civil disturbance, disaster, travel risks, travel restrictions, unscheduled maintenance disruption, government regulations or changes in your planned itineraries, events or schedules.
b) All travel documents, observance of laws and government regulations related to your travel plans are your responsibility. It is your own responsibility to acquaint yourself with all relevant travel information, including applicable health risks. You acknowledge that your decision to travel is made based on your own consideration of this information, and you acknowledge and agree that you are aware of, and assume responsibility for, the risks associated with traveling at this time. To the fullest extent permitted by law, we accept no liability in relation to these additional risks.
a) The Terms and Conditions are governed by and will be construed in accordance with the laws of the State of Queensland, Australia.
b) If part or all of any clause of these Terms and Conditions is illegal, invalid or unenforceable then it will be read down to the extent necessary to ensure that it is not illegal, invalid or unenforceable, but if that is not possible, it will be severed from these Terms and Conditions and the remaining provisions of these Terms and Conditions will continue to have full force and effect.
c) We reserve the right to change any of these Terms and Conditions at any time without prior notice. If we make changes to any of these terms and conditions, we will post the amended terms and conditions on the brisbanegateway.com.au website, applications, or services, which are effective upon posting. The applicable terms that apply are those in effect at the time you make, amend or change a reservation with us.
a) You consent and authorise Brisbane Gateway Resort to collect, use and disclose your personal information for the purposes of administering your reservation and providing you with any services associated with your reservation.
b) Guest information is kept secure for post-stay auditing purposes and may be provided upon legal demand from the authorities. If you wish to stay under a false name or require your details to be erased from our system after your stay, we regret that this request cannot be actioned if you choose to stay with us.
c) You consent to information which you have provided to Brisbane Gateway Resort as part of your reservation being used by us for the purpose of informing you about offers and promotions from us.
d) Brisbane Gateway Resort will not provide or disclose any information you have provided to us to any person other than a related body corporate without your prior written consent.
e) Upon request by you and to the extent permitted or required by law, Brisbane Gateway Resort will provide you with access to and/or the ability to correct your personal information however only the person who made the reservation will be entitled to access and/or correct personal information pertaining to that reservation.
a) Protecting your privacy. Brisbane Gateway Resort has a strong commitment to providing you with the highest levels of customer service. This includes protecting your privacy. The purpose of this document is to provide information on how Brisbane Gateway Resort collects, uses and discloses your personal information.
b) Your personal information. Personal information held by Brisbane Gateway Resort may include your name, current and previous address, telephone/mobile phone number, e-mail address, bank account or credit card details, motor vehicle registration number, drivers licence number, next of kin details and computer IP address. We also hold details regarding your Brisbane Gateway Resort accommodation and services. If you choose not to provide us with the personal information we request from you, we may not be able to provide you with the services you require, or the high level of service on which we pride ourselves.
c) How we collect personal information. Brisbane Gateway Resort collects personal information in a number of ways, including: directly from you, when you provide information by phone or in writing, or when you submit your personal details to us through our website; from third parties such as our related or affiliated companies, carriage service providers, travel agents, credit reporting agencies or your representatives; from publicly available sources of information; from the organisations identified under ‘When we disclose your personal information’; from our own records of how you use our products and services; or when legally required to do so.
d) How we use your personal information. Your personal information may be used to: verify your identity; provide and improve the services and products you require from us; administer and manage those services and products, including charging, billing and collecting debts; inform you of ways the services and products provided to you could be improved; conduct appropriate checks for credit-worthiness and for fraud; research and develop our services and products; gain an understanding of your accommodation and personal needs in order for us to provide you with better services and products; maintain and develop our business systems. Your personal information may also be used by Brisbane Gateway Resort to market its services and products to you. If you do not wish us to contact you for marketing purposes, please call 07 3341 6333 and ask to speak to our Manager.
e) When we disclose your personal information. In order to deliver the services and products you require, Brisbane Gateway Resort may disclose your personal information to organisations outside Brisbane Gateway Resort. These organisations carry out our: mailing and delivery activities; billing and debt recovery functions; marketing, sales and telemarketing services; and market research. Your personal information is disclosed to these organisations only insofar as necessary to Brisbane Gateway Resort providing our products and services to you. Brisbane Gateway Resort takes all reasonable steps to ensure that these organisations are subject to obligations of confidentiality or privacy in relation to the protection of your personal information.
f) We may also disclose your personal information to: your authorised representatives or your legal advisors (e.g. when requested by you to do so); other accommodation or tourist related service providers (e.g. if you book through us to obtain services from these other providers, we may need to disclose your personal information for booking and billing purposes); government and regulatory authorities and other organisations, as required or authorised by law; credit reporting and fraud checking agencies; credit providers (for credit related purposes such as credit worthiness, credit rating and credit provision); our professional advisors, including our accountants and lawyers; emergency or medical services, if you are involved in an accident or suffer personal injury.
g) Help us to ensure we hold accurate information. Brisbane Gateway Resort takes all reasonable precautions to ensure the personal information we collect , use and disclose is accurate, complete and up-to-date. However, the accuracy of the information we hold depends to a large extent on the information you provide. That’s why we recommend that you: let us know if there are any errors in your personal information; and keep us up-to-date with changes to personal information, such as your name or address.
h) You can access your personal information. You have a right to access your personal information, subject to some exceptions allowed by law. If you would like to do so, please let us know. You may be required to put your request in writing for security reasons. Brisbane Gateway Resort reserves the right to charge a fee for searching for and providing access to your information.
i) How to contact us. If you have any questions in relation to privacy, please contact us on 07 3341 6333 and ask to speak to our Manager. Alternatively, you can write to our Manager, at Brisbane Gateway Resort, 200 School Road, Rochedale QLD 4123.
a) The information provided on our website brisbanegateway.com.au is of a general nature and no representations are made as to its completeness and accuracy. The material contained on our web site is liable to change at any time without notice. The information does not constitute legal advice and as such no individual should rely or act solely on the basis of this information. The information presented is in no way a substitute for detailed legal advice. Access to information on this web site does not create either a relationship of solicitor/client or formulate a contract between the web site hosts and visitors.
b) This web site may contain links, frames and references designed to assist in accessing related material. Brisbane Gateway Resort makes no warranty or representation as to the accuracy or applicability or the material contained in those sites. We cannot control the content of other sites, as such references are not an endorsement of those parties or their products and services.
c) Copyright is retained in all works contained in this web site. Unless prior written consent is obtained no material may be reproduced, adapted, distributed, stored or transmitted unless; the reproduction is for private or non-commercial purposes and that such works are clearly attributed to Brisbane Gateway Resort with a copy of this disclaimer attached Brisbane Gateway Resort does not represent or warrant that the information on this web site is free from viruses or like defects and recommends that an appropriate virus check be utilised prior to downloading any file.
d) Brisbane Gateway Resort excludes to the extent permitted by law all liability to third parties that access information contained on this web site either directly or indirectly and rely on or use such materials.