Terms & Conditions
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Reservation, Cancellation and Payment Terms and Conditions
The following terms and conditions apply to individual stays in holiday cabin accommodation and on caravan, motorhome and camping sites at Brisbane Gateway Resort. For group reservations of 3 or more cabins, separate group reservation terms and conditions will apply which can be viewed on our website “groups” section.
The rate for a particular reservation is only guaranteed not to change once the reservation has been confirmed by us.
All rates quoted are in Australian Dollars ($AUD) and are inclusive of the Goods & Services Tax (GST).
Quoted rates may fluctuate according to expected peak periods. Peak periods generally correspond with school holidays, public holidays and weekends (Fri & Sat nights) but may include other periods.
Quoted rates may fluctuate according to occupancy levels in a particular category of accommodation.
Minimum stay periods may apply for particular categories of accommodation or for certain rates and special offers.
All rates are non-commissionable unless specified.
DEPOSITS FOR RESERVATIONS
The payment of a deposit is required before a reservation is confirmed.
The amount of the deposit depends on the type of accommodation being booked; the rate type; whether the reservation is during a peak period; and the length of stay. Unless otherwise stated, the deposit will be the first night's tariff or 25 percent of the total stay, whichever is greater.
Some special offer rates, discounted rates and peak periods may require the total stay to be paid upfront as the deposit amount.
For reservations involving caravan, motorhome and camping sites, a "pre-authorisation" or "credit card hold" may be accepted in lieu of the payment of the deposit. In such cases, if a cancellation occurs in default of the cancellation terms, the credit card will be charged with the original deposit amount.
In all cases, you will be advised of the deposit amount and how it must be paid when you make the reservation.
If you are concerned about incurring losses in relation to a cancellation and/or change to a booking, we strongly recommend that you give consideration to insuring against such an event with a reputable travel insurer.
CONFIRMATION OF RESERVATIONS
Confirmation of a reservation will be emailed, posted or sent by SMS (text message) to you as soon as the required deposit has been paid (or guaranteed by a credit card hold, if provided for above).
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 arrival.
COVID-19 – CANCELLATION FLEXIBILITY (Bookings from 1 December 2020).
As from 1 December 2020, if you need to cancel your booking as a direct result of Australian or State Government COVID-19 travel restrictions, we will provide a full refund of your payments for the booking. Standard applicable terms and conditions will otherwise apply.
We are a COVID Safe Business complying with all government regulations regarding the COVID-19 pandemic for the safety of our guests.
Standard cancellation terms are as follows:
Holiday Villa, Holiday Home or Resort Home cancellations: A cancellation fee of 25% of the total stay applies regardless of when notice is given. If notice of a cancellation is given less than 24 hours before the scheduled check-in date (or no notice is given or you do not arrive by 10:00am on the day after your scheduled arrival date) you will be charged a cancellation fee equal to 100% of the total stay. No credits will be given.
Reservations made in connection with certain special promotions, offers and discounts and reservations that fall within no-cancellation periods are non-amendable and also non-refundable on cancellation, no-show or early departure.
Group Reservations of 3 or more cabins are subject to separate group booking terms and conditions which will include specific cancellation terms including cancellation fees calculated as follows: Cancellation 71 days or more days prior to check-in 25 percent of the total accommodation tariff; 70 to 43 days 50 percent of the total accommodation tariff; 42 to 22 days 75 percent of the total accommodation tariff; 21 days or less 100 percent of the total accommodation tariff.
Caravan, Motorhome & Camping Site cancellations: Minimum notice of a cancellation is by 10am on the day prior to the scheduled arrival day. Failure to give notice in accordance with the above will result in you being charged a cancellation fee equal to the first night at the standard rate. No credits will be given.
FAILURE TO NOTIFY CANCELLATION (NO-SHOWS)
If you do not provide notice of your cancellation, or if you do not arrive by 10:00 am on the day after your scheduled arrival date, then your booking will be cancelled without any refund or credit and the relevant cancellation fee will be applied.
CHANGES TO A RESERVATION
If you make changes to a reservation after it has been confirmed, for example by altering the arrival and/or departure date, changing the number of persons or changing the type of accommodation required, we may, if we consider the changes to be significant, treat this as cancellation of the reservation at our sole discretion and apply the cancellation policy above in whole or in part.
CABIN AND SITE ALLOCATIONS
Cabin and site allocations are done on arrival. If you request to be allocated to a particular cabin, site or location this will be noted when you make your reservation. Whilst we will always endeavour to meet your request, we do not guarantee that we will be able to do so. All cabin floor plans are generally indicative however exact layouts may vary.
CHECK-IN AND PAYMENT ON ARRIVAL (PLUS SECURITY FOR INCIDENTALS)
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.
Payment for the full period of your reservation is required on arrival. Payment may be made by cash, any of the major credit cards, or eftpos debit card.
A current government-issued photo ID (e.g. driver licence, proof of age card or passport) must be presented at check-in to verify your identity.
For stays in a Holiday Villa, Holiday Home or Resort Home a security deposit of $150 (or credit card pre-authorisation) must be provided on arrival to guarantee the payment of any incidentals such as loss of keys, extra cleaning or damage.
For stays on a caravan, motorhome or camping site a security deposit of $20 (or credit card pre-authorisation) must be provided on arrival to guarantee the payment of any incidentals such as loss of amenities keys.
If you used a credit card to pay the booking deposit, please ensure you bring it with you as you will need to present it at check-in. If you have a daily limit on your card, please ensure it will allow you access to sufficient funds to pay the full balance due on arrival.
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 12noon on arrival day). In this case you will be required to pay the total stay and any security deposit in advance of your arrival. If you have not arranged a late arrival keys may not be available until reception opens the next day.
CHECK-OUT OR EXTENSIONS OF STAY
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 may incur extra charges.
Requests for extensions of stay should be made as early as possible (preferably before 5:00 pm on the day prior to departure). Extensions are subject to availability and can only be guaranteed when payment for the extra period has been paid for in full.
No refunds or credits are available for departures prior to the scheduled check-out date. Payment for any nights not used will be forfeited on departure.
GENERAL RESORT RULES APPLY
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 (a copy of these rules is provided at check-in or on request).
Cleaning fees apply where accommodation is left in an unacceptable condition.
For the health and safety of all guests, all the accommodation is non-smoking. 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. A cleaning and restoration fee will be charged to the guest if smoking inside the accommodation has occurred.
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 ensure that you fully extinguish and properly dispose of all cigarette butts. State laws include penalties in relation to smoking in certain public areas.
Pets and other animals are not permitted inside the accommodation or anywhere in Brisbane Gateway Resort. The only exceptions are registered guide dogs accompanying vision or hearing impaired people.
All ensemble beds are made up for the guests prior to arrival. Free linen packs are provided for bunks as required which will need to be made up by the guests. By pre-arrangement bunks can be made up by housekeeping prior to arrival (an additional preparation charge will apply per bunk). Bed and bath linen is replaced weekly by our housekeepers. Your weekly housekeeping service also includes cleaning of toilet and bathroom areas, vacuuming of carpeted areas and mopping of hard floor surfaces.
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.
USE OF BUNK BEDS
Children under 9 years of age are not permitted to use the top bunk in any of the holiday cabin accommodation that has bunks. Parents and carers should also ensure that children do not play on bunks.