From March 29 to April 17, 2018, special conditions of entry will be in place due to the Gold Coast 2018 Commonwealth Games™. For reservations during this time, please contact resort reservations directly at (61)(7) 5577 0000 or email email@example.com.
Connecting Room Policy
Connecting rooms are available. Please contact the resort directly to make these arrangements.
Extra Bedding Policy
There is a maximum of one rollaway bed per room. A rollaway fee is compulsory for a third person in rooms with a king bed.
Family Plan Policy
A maximum of two children (17 and under) sleep free in existing room bedding. A room with two beds must be booked. Child rollaways will incur a nightly extra charge. A rollaway is compulsory for a third person in rooms with a king bed. Baby cribs are complimentary.
Please note that villas can only be booked with a credit card.
Check-In & Checkout Policies
Early Arrival Policy
Early arrivals are only accommodated if the hotel room has been reserved for the night prior to arrival.
Early Departure Policy
Guests may be able to change their departure date without a penalty on the day of check-in, depending on the rate booked. An early departure fee will be imposed on guests departing prior to the scheduled departure date confirmed at check-in.
Guests are required to present valid government-issued photo identification at check-in.
Late Checkout Policy
Late checkout is subject to availability and additional fees based on time of departure. Please contact the resort for further information.
Alcoholic beverage service is restricted to those 18 years or older (with valid identification).
Facility Use Policy
The usage of pool lawns is exclusive to resort guests. The pool lawn area may be used for private events, and access may be restricted. Firework displays may be used on occasion. The resort endeavours to minimise inconvenience to all guests. Please contact the resort if you have any questions or concerns.
Pets are not allowed. Only service animals are allowed. No other pets are permitted.
Health & Well-Being Policies
In accordance with the Workplace Surveillance Act 2005 and the Telecommunications (Interception and Access) Act 1979, closed-circuit television operates continuously within the hotel, including public areas, event spaces, corridors, and elevators. Phones calls to and from the hotel may also be monitored for quality and training purposes. Please refer to Starwood Hotels & Resorts Worldwide, Inc Online Privacy Statement with relation to data collection.
All guest rooms and public spaces are 100% non-smoking. Smoking is not permitted anywhere within the grounds or facilities. A cleaning fee will be charged to any guest who violates the smoking policy.
The resort does not offer check cashing services.
Credit/Debit Card Policy
Debit and Credit cards will be authorized at check-in for the amount of your stay, plus an amount to cover incidentals. The authorization will hold the funds until check out, at which time the amount actually incurred during the stay will be charged. Authorized amounts may take up to 30 days after departure to be released by your bank or financial institution and the hotel will not be responsible for any resulting fees or charges.
Rates confirmed in USD are guaranteed in U.S. dollars when paid in U.S. cash or traveler's checks. Payments made by credit cards at the hotel will be charged in the local currency equivalent based on the daily exchange rate used by the hotel. Currency conversions by banks or credit card companies in processing payments are not within the control of the hotel and are subject to exchange rate fluctuations.
Guests paying in cash must pay the full room rate on arrival in addition to an amount covering incidentals. A credit card will be pre-authorised at check-in for all outstanding accommodation charges and for an initial amount to cover incidental charges. Further pre-authorisations will be applied to your card if expenses within the resort exceed the daily incidental pre-authorised amount. The hotel receives no payment during this process, as the pre-authorisations merely hold funds to guarantee payment later. These authorisations will reduce the available funds on your credit card.
If you use a Visa or MasterCard debit card, the authorised amount will display as an uncleared debit transaction on your account and will reduce your available cash balance. At checkout, your account will then be settled in full by a charge to your card, and this will appear as a new transaction on your bank statement.
A pre-authorisation hold on a credit or debit card may take up to 30 days after departure to be released from your account. This release period is set by your financial institution and is not within the resort’s control. The resort does not accept responsibility for any resulting fees or charges resulting from the pre-authorisation process.
Please ask our associates if you have any questions about these processes.