Booking Terms & Conditions

Terms & Conditions

When you make a booking with us the following terms and conditions will apply:

1. Reservations Rates, Quotes and 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. Please note a 1.65% credit card surcharge applies to all transactions.

2. Booking Arrangements

The person making a booking shall be deemed to have accepted the booking conditions on behalf of all persons travelling.

3. 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.

4. Check In Procedure

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

5. Check In Requirements

All guests are required to provide a credit card pre-authorisation to the value of $200.00 on arrival to cover any miscellaneous charges. If you cannot provide a valid credit card to process the $200 pre authorization, a cash bond will be required. Please note cash bonds will result in the requirement of your bank information to refund. This may take 2 to 3 business days from departure to process. Cash bonds will NOT be returned in cash. Failure to provide the required pre authorisation may result in the refusal to check in by the business.
In addition, to eliminate fraud, Government issue photo ID and the credit card used to make payment of accommodation must be presented at check-in to ensure that your identity matches the booking identity. (Digital credit cards and photos will not be accepted) A record and/or copy of this photo ID may be retained to minimise the risk of fraudulent credit card usage and for verification purposes with your credit card provider in the event of disputation. Any personal information contained on the collected ID will be securely stored and carefully disposed of at the end of its usefulness. Failure to provide a hard copy of required ID and Credit Card may result in the refusal to check in by the business.

6. Check out Procedure

Check -out no later than 10am to ensure rooms are available for afternoon arrivals that day. Please ensure all dishes are washed, dried and put away. All rubbish is to be removed from the apartment and disposed in the bins located within the carpark. This includes any left-over food or drinks from the cupboard and fridge. Additional charges may apply for excess rubbish, furniture relocation, damages and/or additional cleaning requirements.

7. Access

Turtle Beach Resort was built as a 3-storey walk-up complex and doesn’t have any lifts located in any area of the building. It is a 4 storey climb from the underground car park to the 3rd level. We don’t recommend our resort as a disabled/accessible resort due to the number of stairs throughout the complex and limited accessibility to all facilities. There is no way of manoeuvring a wheelchair to the 1st & 2nd floors. Even some of our ground floor apartments and walkways can have small steps to negotiate. The Deck Restaurant and Bar is only accessible via stairs and many of the paths through the resort have a width less than 183cm.

8. 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. Certain room placement requests can be guaranteed by paying an additional $40.00 per night; 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. 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.

9. Servicing

Turtle Beach Resort is a fully self-contained apartment complex and does not provide daily servicing or full amenities. A small selection of cleaning items is provided at the beginning of your stay with additional items available for purchase from our Convenience Store. A mid-week service is provided for bookings of 9 nights or more. Additional room services are available and will incur an incidental charge.

10. Non-Smoking Policy

All Turtle Beach Resort apartments and guest areas are non-smoking, including vapes, cigarettes, e-cigarettes. We ask that you refrain from smoking in your apartment or public areas. Smoking on your rear balcony is permitted as long as it does not interfere with the enjoyment of surrounding guests. Evidence of smoking in rooms will incur a cleaning fee payable by the guest. Management reserves the right to breach for smoke nuisance.

11. 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.

12. Splash Zone

Our Splash Zone opens daily between 9am -5pm, 10am-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.

13. 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.

14. 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.

15. 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.

16. 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.

17. Zero Tolerance Policy

We have a zero-tolerance policy in which we will refuse to admit, or refuse service or accommodation in the Resort, or may remove a person who while on the premises of the Resort breach the terms of our “Zero Tolerance Policy”. Of course, we’ll only do this if, in our opinion, there is good reason to – for example:

  • Fraudulent or illegal activity
  • Destroys or threaten to destroy Resort property
  • Noncompliance with our values, rules or with applicable laws or regulations.
  • Inappropriate or unlawful behaviour (e.g. Violence, threats or invasion of privacy) in relation to staff, guests, any of the companies we work with – or anyone else, for that matter.
  • Refuses or is unable to pay for the accommodation or services.

If we cancel a booking as a result, you wont be entitled to a refund. We may tell you why we’ve cancelled your booking, unless telling you would (a) contravene applicable laws and/or (b) prevent or obstruct the detection or prevention of fraud or other illegal activities. If you believe we have incorrectly cancelled you booking, please contact our Customer Service team.

18. Pet Policy

Turtle Beach Resort accepts guide, hearing, and/or assistance dogs in accordance with both the Guide, Hearing and Assistance Dogs Act 2009 and Anti-Discrimination Act 1991. All certified animals must display the Queensland Government approved patch on their coat or harness, in addition to a copy of the Handler Identity Card being provided prior to check in. The ID presented on the Handler Identity Card must match the handler onsite. Failure to meet the above requirements will result in pets being excluded from the property. For the purpose of this policy, therapy and emotional support pets are not permitted on the property.

Guide, hearing or assistance dogs may be vacated from the Resort if that animal’s behaviour poses a direct threat to the health or safety of others. Turtle Beach Resort accepts no responsibility for approved guide, hearing, and/or assistance dogs.

19. Amendments

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. 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. Guests wishing to change rooms after check in will incur a relocation fee of $150 AUD
For booking cancellations please refer to our cancellation policy.

20. Travel Insurance

We strongly suggest Travel Insurance for your holiday for all those unexpected events leading to last minute cancellations.
It is therefore vital to ensure you have adequate travel insurance which can cover you for up to 100% of any accommodation cancellation charges plus associated travel costs that may not be refundable through airlines, hire car companies or theme parks due to one of your travelling party’s inabilities to travel.

Deposit Policy

  • HIGH SEASON: A $500 deposit will be taken at the time of booking and the final payment will be charged 28 days prior to arrival.
    DATES: 13/09/24 – 12/10/24, 14/12/24 – 11/01/25, 20/09/25 – 11/10/25, 13/12/25 – 10/01/26
  • MID SEASON: No deposit will be charged however the total price of the reservation will be charged 14 days prior to arrival.
    DATES: 22/06/24 – 20/07/24, 07/09/24 – 12/09/24,13/10/24 – 09/11/24, 07/12/24 – 13/12/24, 12/01/25 – 26/01/25, 05/04/25 – 26/04/25, 28/06/25 – 19/07/25, 06/09/25 – 19/09/25, 12/10/25 – 08/11/25, 06/12/25 – 12/12/25, 11/01/26 – 25/01/26
  • LOW SEASON: (All other dates) No deposit will be charged however the total price of the reservation will be charged 7 days prior to arrival.

If booking dates cross seasons, the most restrictive policy will apply to the booking.

Cancellation Policy

  • LOW SEASON: If booking is cancelled up to 7 days prior to arrival no fee will be charged. If cancelled later or in case of a no-show, the total price of the reservation will be charged.
  • MID SEASON: If booking is cancelled up to 14 days prior to arrival no fee will be charged. If cancelled later or in case of a no-show, the total price of the reservation will be charged.
  • HIGH SEASON: If booking is cancelled up to 28 days prior to arrival the deposit will be refunded less a $50 admin fee. If cancelled later or in case of a no-show the total price of the reservation will be charged.

SEASONAL DATES:

High Season: 13/09/24 – 12/10/24, 14/12/24 – 11/01/25, 20/09/25 – 11/10/25, 13/12/25 – 10/01/26

Mid Season: 22/06/24 – 20/07/24, 07/09/24 – 12/09/24,13/10/24 – 09/11/24, 07/12/24 – 13/12/24, 12/01/25 – 26/01/25, 05/04/25 – 26/04/25, 28/06/25 – 19/07/25, 06/09/25 – 19/09/25, 12/10/25 – 08/11/25, 06/12/25 – 12/12/25, 11/01/26 – 25/01/26

Low Season: All other dates

In case of a no-show the total price of the reservation will be charged.

If booking dates cross seasons, the most restrictive policy will apply to the booking.

 

NOTE: There are scheduled pool & facilities closures due to required maintenance works - please see our MAINTENANCE page for full details and dates.

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