Terms & Conditions / Policies

Terms & Conditions

1. Reservations Rates, Quotes & Bookings

Bookings can be made via this website or by calling our resort on +61 7 5595 6666. All our rates are “dynamic” and therefore subject to change without notification. All rates are quoted in Australian Dollars. Any verbal quote given is only an estimate of the price, and all reservation prices will be subject to confirmation at the time of booking. All rates are quoted in Australian Dollars.

2. Booking Arrangements

The person making a booking is deemed to have accepted these conditions on behalf of all travellers, and only the number of people shown on the booking may stay in the apartment overnight. The apartment must not be used for any unlawful purpose. Neither the Body Corporate, Management, nor the apartment owner is liable for any injury, damage, or loss of property sustained by a Guest, except as required by law. The Manager and apartment owner are not responsible for any misdescription of the apartment; while a standard must be maintained, apartments may vary.

Guests must comply with the Body Corporate By-Laws, complex rules, and any reasonable requirements of the Manager, and must vacate the apartment if warned for non-compliance, with no refunds for early departure due to breaches. The Manager may inspect the apartment with reasonable notice, or without notice if a breach is suspected. The undersigned authorises the Manager to charge the provided credit card for any loss, damage, or liability under this agreement, acknowledges that defaulting on the account may result in it being handed to a collection agency, and understands that guests may be evicted if police involvement is required.

3. Third Party Bookings

Bookings made through third‑party platforms, agents, or online travel agencies (including but not limited to Booking.com, Expedia, and similar providers) are subject to these Terms & Conditions in addition to the Terms and Conditions of the third‑party provider. In the event of any inconsistency, these Terms & Conditions will apply to all matters relating to the guest’s stay, conduct, use of the Resort, damages, and refusal of service.

Turtle Beach Resort is not responsible for the content, representations, errors, or omissions of third‑party booking platforms. All requests for changes, cancellations, refunds, or amendments to third‑party bookings must be made in accordance with the terms of the booking provider through which the reservation was made.

4. Age Requirement

To book at Turtle Beach Resort, you must be over the age of 18 years. Proof of identification and/or age will be required on check-in. All clients under the age of 18 must be accompanied by a parent/guardian or an individual over the age of 18, the property has the right to refuse any booking, when the legal guardian cannot provide current photo I.D. when requested at check-in.

5. Child Supervision & Safety

Children must be adequately supervised at all times while on the Turtle Beach Resort property, including within accommodation, balconies, common areas, pools, playgrounds, car parks, and all resort facilities. Responsibility for the supervision, safety, and conduct of children rests solely with the parent, legal guardian, or responsible accompanying adult.

Children must be actively supervised at all times in and around swimming pool areas, and all displayed pool rules and safety signage must be observed. Inadequate supervision of children is not acceptable and may result in management intervention, restriction of access to resort facilities, or termination of the stay without refund where safety concerns arise. Turtle Beach accepts no liability for any injury, loss, damage, or incident arising from a failure to properly supervise children.

6. Check-In Procedure

Our check-in time is from 3:00pm. Once you arrive at the resort, please make your way to reception for check-in. Your room will be made available from 3:00pm at the earliest however, should you arrive earlier than 3:00pm we encourage you to relax within the resort until your room is ready.

Our guest services staff will be happy to issue you with a day pass so that you can use our fabulous facilities and perhaps grab a meal at The Deck restaurant. Should you wish to guarantee a check-in before 3:00pm, we suggest that you book the previous night’s accommodation.

If arriving outside of reception hours, please contact our night service staff by lifting the telephone receiver located near reception and an explanation of key collection will be given. Compensation will not be provided for late check-ins.

7. Check-In Requirements

At check‑in, all guests must present valid, original government‑issued photo identification that matches the name recorded on the booking. The credit card used to pay for the accommodation must also be presented. Where the name on the credit card differs from the booking name, additional valid government‑issued photo identification matching the credit cardholder’s name will be required. Digital identification, digital credit cards, and photographs or copies of credit cards or identification are not accepted.

To assist in the prevention of fraud and to enable verification with the relevant card issuer in the event of a disputed transaction, the Resort may record and retain identification details. Any personal information collected will be handled, stored, and securely disposed of in accordance with applicable privacy legislation and recognised industry best‑practice standards.

All guests are required to provide a valid credit card pre‑authorisation of $200 upon arrival to cover incidental charges incurred during the stay. A pre‑authorisation places a temporary hold on funds and confirms the validity of the card; it does not constitute a charge unless incidental costs arise. The pre‑authorised amount may be held by the card issuer for up to ten (10) days and may temporarily reduce the cardholder’s available funds. Once processed, the release of pre‑authorised funds is controlled by the card issuer and cannot be expedited, reduced, or cancelled by the Resort. Guests should contact their card issuer directly for further information regarding release timeframes.

Where a guest is unable to provide a valid credit card for pre‑authorisation, the Resort may, at its discretion, accept a cash bond. Cash bonds will not be refunded in cash and will be returned via electronic funds transfer to an Australian bank account nominated by the guest. Refunds are typically processed within two (2) to three (3) business days following departure. International bank accounts are not accepted. Where a cash bond is provided, a valid credit card must still be retained on file as security for loss, damage, or additional charges. Guests who provide a cash bond in lieu of a credit card pre‑authorisation will not be permitted to charge expenses to their room during their stay.

Failure to provide the required identification, payment method, or security deposit may result in refusal of check‑in. Any such refusal will be assessed reasonably and in accordance with applicable law.

8. After Hours Check-In

Guests arriving outside standard reception hours (Reception Hours: 7:00am – 7:00pm Sunday – Thursday; 07:00am – 9:00pm Friday & Saturday) must notify Turtle Beach Resort in advance to request after‑hours check‑in arrangements. Prior notification and approval are mandatory. Guests will be required to provide valid government‑issued photo identification and booking details in advance to facilitate secure access.

A credit card pre‑authorisation will be processed on the nominated card up to twenty‑four (24) hours prior to arrival. Where the pre‑authorisation is declined, after‑hours check‑in will not be permitted.

Where a valid credit card has not been provided in advance, including for bookings made through third‑party booking platforms, keys will be restricted until 10:00am the following day. In such circumstances, guests must attend reception during operating hours to finalise all check‑in requirements, including credit card pre‑authorisation and completion of the registration card. Failure to complete these requirements may result in refusal of service and termination of the stay without refund, except as required by law.

Turtle Beach Resort does not guarantee after‑hours check‑in where advance notification, identification, or payment requirements have not been satisfied.

9. Acceptance of Terms

By making a booking with Turtle Beach Resort, guests acknowledge and agree to be bound by these Terms & Conditions. Failure or refusal to agree to these Terms & Conditions, including refusal or failure to sign the registration card or provide required identification and security pre‑authorisation at check‑in, will result in refusal of service and denial of accommodation.

Turtle Beach Resort reserves the right to refuse check‑in or terminate a stay without refund or compensation where a guest declines to acknowledge or comply with these Terms & Conditions or any reasonable registration requirements. This applies to all guests, including those forming part of a group booking.

10. Same Day Bookings

A valid driver’s license and a credit card, both in the same name, must be provided at the time of booking to facilitate late check-in. Same-day bookings must check-in during reception hours. Cash bonds will not be accepted for same-day bookings.

11. Check-Out Procedures

Check-out no later than 10:00am. Please ensure all dishes are washed, dried and put away. All rubbish is to be removed from the apartment and disposed of in the bins located within the car park. This includes any leftover food or drinks from the cupboard and fridge. Additional charges may apply for excess rubbish, furniture relocation, damages and/or additional cleaning requirements. Late check-out fees apply. If you choose to vacate an apartment before the confirmed departure dates, no refund will be provided.

12. Access

Turtle Beach Resort is a 3-storey walk-up complex with no lifts. Access from the underground car park to the third level involves climbing four flights of stairs. Some areas of the resort, including the first and second floors, may not be easily accessible for guests using mobility aids. Certain ground-floor apartments and walkways have small steps, and some pathways throughout the resort are narrower than 183 cm. The Deck Restaurant and Bar is only accessible via stairs. We welcome all guests and encourage anyone with specific accessibility needs to contact us directly. Our team is happy to provide detailed information and support to help plan a comfortable and enjoyable stay.

13. Parking

One car space per apartment is available complimentary in our underground secured carpark, subject to availability. Turtle Beach Resort does not cater to oversized vehicles, including but not limited to, caravans, RVs, trailers, buses, boats, or any other watercraft. The car park has a height restriction of 2.05 meters. Over-height vehicle parking is not available on site.

14. Servicing

Turtle Beach Resort is a fully self-contained apartment complex and does not provide daily servicing or full amenities. Initial provisions supplied include laundry powder, washing liquid, dishwasher powder, shampoo, conditioner, body wash, soap, tea, coffee, milk, sugar and toilet paper, and are subject to change without notice. These are not replenished during the stay. A mid-week service is provided for bookings of 9 nights or more. Additional room services are available and will incur an incidental charge.

15. Non-Smoking Policy

Turtle Beach Resort operates as a non-smoking property, and smoking of any kind (including cigarettes, cigars, pipes, and electronic cigarettes or vaping devices) is strictly prohibited within all areas of the Resort (including common areas, facilities, balconies & within apartments.) Failure to comply with this policy may result in additional cleaning charges, constitute a breach of the Terms and Conditions, and may lead to immediate termination of stay without refund at the discretion of Resort management.

16. Child Policy

Please check room occupancies carefully. Children 0-2 years inclusive are free of charge using the existing bedding in each apartment. Additional bedding must be pre ordered if required, however must not exceed the maximum bedding conditions of the apartments. Charges apply for additional bedding.

17. Splash Zone

Our Splash Zone opens daily between 9am-12pm & 1pm -5pm during summer hours, 10am 12pm & 1pm-4pm during winter hours. Our Turtle Beach Resort Splash Zone is under CCTV surveillance and is supervised by an attendant when open. Short 10 min breaks are taken during opening hours to facilitate equipment checks. At all times, please follow the direction of the “On Duty Attendant”, they are there for your safety.

Children who are not toilet trained must wear watertight swimwear at all times and due to hygiene, must be changed in either the change room or apartment. Some height restrictions do apply at the Splash Zone, these are enforced for your safety. Please note the use of the Splash Zone is at your own risk and no responsibly is taken for accidents or injuries of occupants/guests/visitors. These activities are dangerous and can result in injury; and there are risks involved and you are responsible for your own actions and/or involvement.

You are under no obligation to participate or complete the activities if you have concerns about your ability to do so. If anything is unclear, you will raise your concerns with a member of the Insured’s team who is conducting the briefing. To the best of your knowledge, you are physically able to participate in the advertised activities and know no reason as to why they should not.

18. Noise Restrictions

To ensure a comfortable and enjoyable environment for all guests, a strict noise curfew applies. Use of balconies, outdoor areas, and BBQ facilities must not extend past 10pm. Failure to comply with the noise policy may result in warnings, removal from the premises, or forfeiture of any remaining stay without refund.

19. No Party Policy

Turtle Beach Resort has a strict “No Party Policy”, and we would not recommend any guest booking and apartment for a hens, bucks, birthday party or other private event as you risk being fined and evicted.

20. Fees and Damages

• Reporting Damages: While rooms are prepared to the best of our ability prior to arrival, guests are asked to report any pre-existing damages to reception as soon as possible. Failure to report damages may result in additional fees for repair or replacement.
• Cleaning/Deodorising Fees: Any charges for cleaning above the normal level, due to the apartment being left in an unacceptable condition, will be applied.
• Repair/Replacement Costs: Fees will reflect the actual cost of repairs or replacement of items damaged during the stay. This may include full replacement costs where necessary.
• Room Downtime: If misuse renders a room unavailable for future guests, additional fees may apply to cover lost revenue during the repair period.
• Furniture Relocation: An additional fee will apply if furniture is moved from its original position and requires repositioning.
• Replacement/Additional Keys: Replacement/Additional Keys will incur a $10 fee, per card. Cancellation of lost/stolen cards will incur a $60.00 fee per card. Fees are subject to change without notice.
• After-Hours Lockouts: Access to your unit outside of reception hours will incur a $500 fee, wait times apply. Fees are subject to change without notice. A replacement key will be issued next business day, during operational hours.

Note: We reserve the right to charge the guest’s credit/debit card on file or issue an invoice to the registered address for any such costs

21. Group Bookings

Group bookings (being bookings of 5 rooms or more) must be pre‑approved by Turtle Beach Reservations prior to confirmation. Guests seeking to make a group booking must contact the Reservations team directly, and the booking will not be deemed confirmed unless written approval is provided. A non‑refundable deposit may be required, with the remaining balance payable in full prior to arrival as advised at the time of confirmation. The person making the group booking accepts responsibility for all payments, changes, cancellations, and compliance with these Terms & Conditions on behalf of all guests included in the booking.

A final rooming list, including guest names and contact details, must be received by Turtle Beach, in writing, no later than seven (7) days prior to arrival. Failure to provide this information within the required timeframe may result in delays to check‑in, additional charges, or cancellation of the booking without refund. Cancellations, reductions in room numbers, no‑shows, or early departures for group bookings may incur cancellation fees of up to 100% of the total accommodation cost. The group organiser is responsible for the conduct of all group members and any loss, damage, excessive cleaning, or disturbance caused during the stay.

22. Schoolies / School Leavers

Turtle Beach Resort does not accept ‘Schoolies’ bookings. We do not have the policies, procedures, or resources to accommodate the unique needs of school leavers during the annual Schoolies Period. We do not have adequate resources to engage qualified security personnel to guarantee the safety, comfort, and convenience of guests during this period. For this reason, we reserve the right to reject bookings from school and/or university leavers for the entire “schoolies” period. Should guests arrive for the purpose of participating in “Schoolies,” they will not be permitted to check-in, and will be turned away. No refunds will be provided.

23. Packaged Rates

If at any time a value add, inclusion or bonus is sold as part of a package, that portion of the package is deemed to be included wholly within the package and may not be dissected, removed, exchanged or redeemed for cash, even in the event that the portion, inclusion, value add, or bonus is not utilised.

24. Best Rate Guarantee Policy

Our website offers the best publicly advertised room rates solely for apartments under the management of Turtle Beach Resort, excluding the sale of packaged rates and offers not available to the general public. As all of our rates are dynamic and 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 as such, should a cheaper rate be advertised at a later stage, any allowable charges will be in accordance with your terms and conditions. For exclusive discounted rates and deals, join our Turtle Beach Gold Membership for free.

25. Amendments & Cancellations

Any changes made to your booking must be made via our Reservation Team during office hours on +61 7 5595 6666 or 1800 383 583 or via email at . We will do our best to assist you, but cannot guarantee that changes can be made. Such changes will depend on the terms and conditions of your particular booking. All cancellations are subject to the terms and conditions of your original booking. All cancellations must be received by email or via our website.

Additional services pre-ordered such as transfers, tickets and amenities requiring cancellation may be charged cancellation fees. Bookings made through third party suppliers are subject to the terms and conditions of that supplier and therefore changes and cancellations cannot be made directly with the Resort. For booking cancellations, please refer to our cancellation policy.

26. 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. 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 will incur a relocation fee of $150.00.

Guaranteed ground-floor accommodation is available for an additional $40.00 per night and ensures the unit is located on the lowest level of the accommodation building; however, please note that access may still involve steps in and out of the stairwell. We advise you to contact our Reservations Team on 1800 383 583 should you wish to arrange this. If you do not wish to pay the guarantee fee, you will be allocated the most appropriate room available at the time of finalising your booking.

27. No Show

In the event you do not arrive for your booked stay and fail to check-in on the scheduled arrival date, your booking will be considered a no-show. No refunds, credits, or compensation will be provided for no-show bookings.

28. Emergency Situations and Liability

Turtle Beach staff are trained and equipped to assist guests with general onsite matters; however, we do not provide specialised emergency, medical, security, or crisis response services. In the event of an incident requiring police, ambulance, fire, or other emergency services, guests must contact 000 immediately as their first point of contact and then notify our team as soon as practicable so we may provide reasonable assistance and support where possible. Turtle Beach accepts no liability for any loss, injury, damage, delay, or outcome arising from emergency situations, third‑party emergency responses, or any failure by guests to contact emergency services promptly.

29. 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 Turtle Beach Resort or Dreamtime Resorts. We will not be liable for any loss of any kind whatsoever.

30. Zero Tolerance Policy

Turtle Beach Resort maintains a zero‑tolerance policy in relation to conduct that compromises the safety, security, comfort, or well-being of guests, staff, contractors, or the Resort property. Any person who, while on the premises, engages in conduct that breaches this policy may be subject to immediate action in accordance with Clause 29 (Refusal of Service & Future Booking Restrictions).

Conduct subject to the Zero Tolerance Policy includes, but is not limited to:

• Fraudulent or illegal activity
• Damage to, or threatened damage of, Resort property
• Non‑compliance with Resort rules, values, Body Corporate By‑Laws, or applicable laws or regulations
• Inappropriate, abusive, threatening, or unlawful behaviour (including violence, intimidation, or invasion of privacy) towards staff, guests, contractors, or others
• Refusal or inability to pay for accommodation or services

Where action is taken under this policy, Turtle Beach Resort may cancel a booking or terminate a stay without refund. The Resort may, but is not obliged to, provide reasons for such action, except where disclosure would contravene applicable laws or interfere with the detection or prevention of fraud or other unlawful activity.

31. Refusal of Service & Future Booking Restrictions

Turtle Beach Resort reserves the right, at its absolute discretion, to refuse service, refuse accommodation, deny check‑in, cancel a booking, or remove any guest from the Resort where, in management’s reasonable opinion, there is good reason to do so. This includes, but is not limited to, breaches of these Conditions of Booking & Occupancy, the Resort’s Terms & Conditions, the Zero Tolerance Policy, Body Corporate By‑Laws, refusal or failure to agree to or sign required registration documentation, failure to comply with reasonable directions of management, inappropriate, disruptive or unlawful behaviour, damage or threatened damage to property, fraudulent activity, refusal or inability to pay for accommodation or services, or where police or other emergency services are required to attend the Resort in connection with a guest’s conduct or actions.

Where service is refused, or a guest is removed, Turtle Beach Resort reserves the right to record and retain relevant guest details internally, place the guest on an internal restriction or blacklist register, and restrict or refuse future bookings or entry to this Resort or other properties operated or managed by the same group. In such circumstances, no refunds, credits, or compensation will be provided, except as required by law.

32. Pet Policy

No animals of any kind are permitted within the complex without the prior approval of the Body Corporate. Guests who bring animals onto the property without authorisation may be required to vacate the Resort and may be evicted without the right to a refund.

Turtle Beach Resort accepts certified guide, hearing, and/or assistance dogs in accordance with the Guide, Hearing and Assistance Dogs Act 2009 (Qld) and the Anti‑Discrimination Act 1991 (Qld). All certified animals must display the Queensland Government–approved patch on their coat or harness, and a valid Handler Identity Card must be provided at the time of booking and prior to check-in. The identification details on the Handler Identity Card must match the handler present onsite. Failure to meet these requirements will result in cancellation of the booking. While Queensland recognises accredited assistance dogs from interstate under equivalent schemes, therapy animals and emotional support animals do not have public access or accommodation rights in Queensland and are not permitted on the property.

Guide, hearing, or assistance dogs may be required to be removed from the Resort if the animal’s behaviour poses a direct threat to the health or safety of others. Turtle Beach Resort accepts no responsibility for approved guide, hearing, or assistance dogs, and guests remain fully responsible for the conduct of the animal at all times. Where an approved animal causes damage, excessive soiling, or requires cleaning beyond normal wear and tear, the Resort reserves the right to recover reasonable additional cleaning, repair, or replacement costs, in accordance with Australian Consumer Law.

33. Maintenance and Facility Closures

For the safety, comfort, and well-being of guests, the Resort undertakes regular and ongoing maintenance of its facilities, amenities, and common areas. As a result, the Resort cannot guarantee that all facilities or attractions will be available or operational at all times or throughout the entire year.

The Resort may, from time to time and acting reasonably, restrict access to or temporarily close any part of the Resort, including but not limited to swimming pools, Splash Zone, restaurants, recreational facilities, services, or common areas. Such closures may occur due to planned or unplanned maintenance or repairs, safety or operational requirements, adverse weather conditions, government directions, or circumstances beyond the Resort’s reasonable control. Where practicable, the Resort will endeavour to provide reasonable advance notice of planned closures; however, notice may not always be possible, particularly where urgent action is required to protect guest safety or comply with legal or regulatory obligations.

Closures or reduced access to facilities do not generally entitle guests to a refund, discount, or compensation, particularly where the accommodation itself remains available and fit for purpose. However, where a closure materially affects the core accommodation services provided, the Resort will assess the circumstances on a case‑by‑case basis and provide any remedies required under the Australian Consumer Law.

34. Travel Insurance

Guests are strongly encouraged to obtain appropriate travel insurance to cover unforeseen circumstances, including but not limited to personal illness, travel disruption, weather events, or changes to travel plans. Travel insurance is optional and is a matter for each guest to consider based on their individual needs.

35. Deliveries

For the security and privacy of all guests, Turtle Beach Resort is unable to accept, receive, sign for, or store deliveries on guests’ behalf. Where a guest arranges a delivery during their stay (including, but not limited to, Uber Eats, Woolworths, Coles, Australia Post, or any courier service), the guest must ensure the delivery is scheduled for a time when they will be present at the resort to collect it directly from the driver or courier.

Any deliveries made in a guest’s absence may be returned to the sender, redirected to a collection depot or local post office, or left at the courier’s discretion. Turtle Beach Resort accepts no responsibility or liability for any lost, delayed, damaged, misdirected, or unclaimed deliveries.

36. Intellectual Property and Digital Content

All images, text, graphics, logos, videos, designs, and other content displayed on this website and on Turtle Beach Resort’s official social media channels, including but not limited to Facebook and Instagram, are the property of Turtle Beach Resort or are used with permission and are protected by applicable intellectual property and copyright laws. This content must not be copied, downloaded, saved, reproduced, republished, distributed, or used in any form or by any means without the prior written consent of Turtle Beach Resort.

Unauthorised use of any digital content may result in legal action and claims for damages. All rights not expressly granted are reserved.