FREQUENTLY ASKED QUESTIONS
Need a quick answer? See below for all our most frequently asked questions.
Booking & Check-In
Information about bookings, payments and check-in.
Q: What time is check-in and check-out?
Check in: 2.00pm – The guest who made the initial booking must be present at check-in. Guests must be at least 18 years of age and provide valid Photo ID and a credit card pre-authorisation at check-in. If no credit card is available at check-in, a $500 security deposit is required.
Checkout: 10.00pm – If departing prior to 9:00am please ensure your bill is finalised the day before. If there are any outstanding charges due on the account, the balance will be processed automatically against the credit card provided at check-in.
SAME DAY BOOKINGS: All bookings made for arrival the same day MUST arrive during office hours.
Q: Do you require a security bond upon check-in?
Guests MUST be 18 years of age and provide current Photo ID and a valid credit card for a $200 pre-authorization for the security bond on check in. If no valid credit card is available at check in, a $500 cash security bond is required and is fully refundable, provided no damage has occurred.
Q: Is after hours check-in available?
Reception Hours are:
Monday to Friday 8:30am – 5:00pm
Saturday 9:30am – 3:30pm
Sunday 10:00am – 12pm , 2:30pm – 4pm.
Public Holidays : TBA
If your arrival time is outside of our reception hours, our after-hours services will attend to you by following the instructions located at the main reception doors.
BOOKINGS MADE ON THE DAY OF ARRIVAL MUST BE MADE BY 2PM TO GUARANTEE ROOM & ARRIVAL MUST BE WITHIN RECEPTION HOURS.
Q: Can I have a late check-out?
Checkout time is: 10am
In-house guests can request a late checkout, however this is subject to availability and surcharges may apply- depending on the time of check out.
Q: When do I have to pay a deposit?
*Non Refundable deals OR you have booked to travel within 30 days prior to arrival*
Full payment at time of booking, no refund or cancellation.
*Traveling in more than 30 days prior to arrival*
Valid credit card required at time of booking to secure the room. Full payment is processed 30 (thirty) days prior to your arrival. The credit card provided at time of booking will be charged for the full payment UNLESS alternative arrangements have been made directly with the resort PRIOR to 30 days before your arrival. If you cancel once full payment has been made or within the 30 days or less prior to arrival, there is no refund.
Q: What are the reception hours?
Monday – Friday: 8:30 am – 5:00 pm
Saturday: 9:30 am to 3:30 pm
Sunday: 10 am to noon then 2:30 pm to 4:00 pm
Public Holidays CLOSED
Q: Can I book theme park tickets at reception?
Yes, our friendly reception team can book your tour & theme park tickets for you.
Q: What are the payment terms and conditions on booking?
*Important Information*
Guests booking to travel in the next 2 days MUST contact the resort directly in order to confirm their reservation. These bookings MUST arrive within the designated reception hours unless otherwise arranged with the resort PRIOR to arrival.
*Non Refundable deals OR you have booked to travel within 30 days prior to arrival*
Full payment at time of booking, no refund or cancellation.
*Traveling in more than 30 days prior to arrival*
Valid credit card required at time of booking to secure the room. Full payment is processed 30 (thirty) days prior to your arrival. The credit card provided at time of booking will be charged for the full payment UNLESS alternate arrangements have been made directly with the resort PRIOR to 30 days before your arrival. If you cancel once full payment has been made or within the 30 days or less prior to arrival, there is no refund.
Please note a *MERCHANT SURCHARGE* does apply, per transaction at the resort, on all accepted cards. *NOTE:* Deposit required & cancellation policy goes on guest arrival date
Q: Group Bookings
GROUP BOOKINGS: Please note for bookings of 4 or more rooms, different policies and procedures may apply. For further information please contact the property in advance, using the contact details found on the booking confirmation’.
Services & Facilities FAQ’s
General information about our accommodation services and on-site facilities.
Q: Is there Internet or WiFi access available?
We offer our guests a complimentary Wi-Fi connection from their apartment.
Q: What facilities do you have?
2 x Swimming pools (1 x indoor heated, 1 x outdoor), 2 x spas, Steam Room, 1 x Full size Tennis Court, Poolside BBQ’S, Games room
Q: Is there car parking available?
There is car parking for 1 x car onsite. There is plenty additional parking nearby.
Q: Is all linen provided?
The apartments are fully self-contained with cutlery, cooking utensils and linen provided. The only exception is beach towels. It is recommended that guests bring their own to avoid confusion.
Q: How often are the rooms serviced?
As we are self-contained apartments we provide a “mid-stay” service for our guests that stay 8 nights or more.
Q: Is the pool heated?
The outdoor pool is not heated as we offer a “heated” indoor pool- year round.
Location FAQ’s
General information about our location.
Q: How close is Surfers Paradise & Broadbeach?
We are located approx. 9km to Broadbeach & 15km to Surfers Paradise.
Q: Are there shops or restaurants nearby?
We are conveniently located within easy walking distance to Miami One Shopping Centre.
Q: Is there public transport nearby?
There are bus terminals located on the Gold Coast Highway just a short distance from the resort.
Q: How far away is the Surf Beach?
North Burleigh Beach is directly adjacent the resort.
Q: Where can I buy groceries locally?
The closest grocery store is located within the Miami One Shopping Centre located just a short 5 minute walk from the resort.
