Frequently Asked Questions

  • What type of accommodation do you offer?

    We offer holiday accommodation all over the Gold Coast, from Tugun to Surfers Paradise. We have two bedroom apartments, three bedroom apartments, skyhomes, and holiday homes.

  • What is the difference booking with GCLR?

    Gold Coast Luxury Resorts is a division of Gold Coast Rental Properties, a licensed Real Estate office in Bundall.

    We are offsite management, which means we are not based at the property itself. As a result, we can offer cheaper rates and competitive prices for our guests.

    We are not associated with the onsite management, so if you need any assistance with your booking, please make sure to contact GCLR directly.

    Our team are friendly, efficient, and would love to help you. We have an in-depth knowledge of our properties so we can ensure your accommodation choice fits your needs. When you book with GCLR, you are provided with a personalised experience and an easy booking process.

    As we privately manage properties for owners, all of the funds are kept within Australia, meaning more income to individual owners.

  • What is your booking procedure?

    For bookings made during low season, and more than 31 days of arrival NO DEPOSIT is required at the time of booking. Arrivals inside 31 days, full payment is due at the time booking. Final payments are due 31 days prior.

    For Peak Season bookings, a non-refundable 30% deposit is due at the time of booking. Full payment 31 days to arrival.

    Payment can be made at the time of booking by filling in your details, alternatively you can click the payment link in the email our system sends after you make your booking.

    All payments will be done using 3D secure technology, meaning you will be sent a one-time-pin by your bank to verify the payment. If you do not receive the one time pin you may need to contact your bank.

    Once your payment has been processed, we will email you a booking confirmation. Please refer to our Terms and Conditions for more information regarding payments.

  • What forms of payment do you accept?

    We accept Visa, Mastercard, American Express and Direct Deposit. All credit card payments must be done via the payment link that will be emailed to you. After entering in your details you will be sent a one-time-pin by your bank to verify the payment. If you did not receive the pin, you may need to contact your bank to set this up.

    Please note that American Express transactions incur a 3% surcharge, and Visa/MasterCard transactions incur a 1.5% surcharge.

    For all direct deposits, our staff must be informed. This prevents double payment by also charging the credit card on file.

    We do not accept personal cheques or cash. We do not accept Amex for security bonds.

  • How do I collect my keys?

    Easy! – GCLR is now located back in Broadbeach. Our friendly front desk staff will welcome you on arrival and do the key hand over. We appreciate the virtual check in being completed by all of our guests prior to arrival.

    You can collect your keys from 2pm onwards or after you receive the SMS from our office. We are located at Shop 17/24 Queensland Ave, Broadbeach. Please referrer to your arrival information for more details.

    If you are collecting your keys after hours (outside of 9am – 5pm weekdays) or on a public holiday or weekend, you MUST complete the virtual check-in prior to arrival. Once this is received and verified, we will load your keys in an after-hours key collection safe and send you the access code.

  • What is your cancellation policy?

    Cancellations Policy for bookings made via this website:
    (Excludes online travel agents reservations)

    Low Season: GCLR offers free cancellation up to 11:59 pm 8 days prior to arrival and guests will receive a full refund. Cancellation inside of 7 days prior to arrival the deposit and balance are non-refundable.

    Peak Season: (16th December to the 26th January) A non-refundable 30% deposit is required within 24hrs of booking. Full payment is due 31 days prior to arrival. Cancellation fees: 30% of reservation total if cancelled at least 31 days prior to arrival. 100% of reservation total if cancelled within 31 days to arrival.

    Pacific Air Show: (18th August 2023 – 20 August 2023) A non-refundable 30% deposit is required within 24hrs of booking. Full payment is due 31 days prior to arrival. Cancellation fees: 30% of reservation total if cancelled at least 31 days prior to arrival. 100% of reservation total if cancelled within 31 days to arrival.

    If any part of the reservation falls on this date the entire reservation is non-refundable

    If you have booked through a third party agent such as Expedia or, you will need to refer to their terms and conditions. All bookings made through a third party will need to be cancelled via the agent. Our staff cannot cancel these bookings on your behalf.

  • What do I need to bring with me?

    All of our apartments and holiday houses are fully self-contained. This means they have a private kitchen, bathroom, and laundry.

    On arrival your property will contain an essentials starter pack to get you settled in. This pack includes :
    – Bed linen for each bed
    – 1x Bath towels for each guest, 1x hand towel and bath mat for each bathroom.
    – 2x Rolls of toilet paper per toilet.
    – 1x Body wash, shampoo/conditioner, and hand soap per person.
    – 1x Tea, coffee, and sugar sachet for each guest.
    – 4x Sachets of dish washing liquid, dishwasher powder, and laundry detergent.
    – 1x Dish cloth & scourer.
    Once these items have been used they are not replenished during your stay. Due to health and safety, GCLR do not supply food items like salt, pepper, oil, condiments etc.

    Please know that this starter-pack is not intended to last the entire duration of your stay. There are supermarkets conveniently located close to most of our properties if you need to purchase more supplies.

    Pool towels are not included in your accommodation, but can be purchased prior to your arrival for $15 per towel or 4 towels for $50.

  • What is a Virtual Check In?

    A virtual check in is our very own, custom built, encrypted software that was specially designed for GCLR. This allows our guests to check in prior to their arrival – up to 7 days in advance. No need for lots of paperwork or long lines to complete guest registration when you arrive.

    The virtual check in is very easy to navigate and takes roughly three minutes to complete from any smartphone or tablet. It will ask you to confirm your booking details, provide your ID and credit card for bond, and then sign our house rules and lease agreement. You can watch our explanation video here.

    Please note that the card provided must match the photo ID and credit card used to make the reservation. We cannot accept Amex for the security bond.

    GCLR takes your privacy and security very seriously, your files will be encrypted and only be accessed by one person in the office with the use of a password. Your data will not be shared with any third parties, and will only be retained for 7 – 10 business days after your departure date in accordance with the Payment Card Industry Data Security Standard (PCI DSS). Once you click on the link, you will notice a padlock symbol in the browser’s address bar. This indicates that the connection is secure, and you can click on the padlock for more information. All communications are encrypted using SSL (Secure Sockets Layer). More information can be found under our Terms & Conditions.

  • What time is check in and check out?

    You can collect your keys any time after 2pm, and check out is 10am.

    Due to high occupancy, we are unable to accommodate early check-ins. If you are arriving early, our staff are happy to provide recommendations for things to do in the area so that you are not waiting around for your keys.

    Our check-out time is 10am, unfortunately we are unable to accommodate a late check-out request as we need this time to prepare the apartment for our following guests.

  • Do we have to provide a security bond?

    Yes, we require a pre-authorisation on your credit card to cover potential damages to the property. This is released 7 days after your departure as long as the property is left in good condition. We can only accept Visa or Mastercard, we are unable to take cash or Amex.

    Please note that a pre-authorisation is not the same as a charge, the funds will simply be held on your account rather than being debited. This means your available balance will reduce, and you will see a pending transaction. However, when we release the pre-authorisation, you will not see a refund into your account. This is because the funds never left. Instead, your available balance will update and the pending transaction will disappear.

    However, if the property is not left in a good condition, e.g. if it is dirty, things are broken, or the rubbish has not been removed, the additional cost will be taken from your bond.

    The standard bond amounts are as follows:
    – $250 for 2 bedroom apartments
    – $500 for 3 bedroom apartments
    – $1000 for skyhomes
    – $2000 for holiday homes, Sub-Penthouses & Penthouses

    The above bond amounts do not apply to the following properties:

    The Jewel Residences, The Lanes Apartments – To confirm the security deposit amount for these apartments, please contact our friendly reception team on 07 5570 1122.

  • Will my apartment/holiday home have wifi?

    As all of our properties are privately owned, not all of them have wifi installed. If wifi is essential to your stay, please check with our reservations staff before confirming a booking so that we can recommend a property with wifi. If your property does have wifi, the log in details will be provided on the day of arrival, along with your key collection code.

  • Does my apartment have car parking?

    Most apartments do not include parking, but have parking available to reserve at $10 per night.

    Please contact us before arrival to reserve a space, to ensure that you don’t miss out.

    If you have reserved parking with us, we will confirm your space number on the day of arrival.

  • Do I have full access to all of the facilities?

    Yes, you will have the same access to the facilities as other hotel guests. You can use your swipe card or fob for access. If your apartment is at The Oracle, you will only have access to the facilities in your tower.

    If you would like to use the facilities which need to be privately hired e.g. theatrette, please contact our office. We will complete an authorisation form so that you can arrange the hire with the onsite reception.

  • How many keys will I receive?

    All apartments will receive two sets of keys, whereas our holiday homes receive a garage remote and one set of keys to access the property.

  • Will my room requests be met?

    We try to satisfy our guests’ requests to the best of our ability. If you have requests for your stay please inform our team at the time of booking and we will do our best to meet them.

    However, these are only requests and cannot be guaranteed.  Your tower allocation, floor level, bedding configuration, furnishings and views are subject to availability. If you have noted a request, we will assign a room that suits your request if it is available, but this is not always possible.

    If you need to change your bedding configuration after you have arrived, charges will apply.

  • Does my apartment/holiday home get serviced?

    Due to our competitive rates, our properties are not serviced daily. If you require a mid-stay clean, this can be added on at an additional cost. Please enquire with our reservations staff for pricing as it differs between properties. A mid-stay clean consists of the beds being made with fresh linen, new bath towels, and a vacuum if required.

  • Do you provide pool towels?

    Pool towels are not included in your accommodation, but can be purchased prior to your arrival for $15 per towel or 4 towels for $50.

  • How can I report maintenance?

    Whilst we endeavour to maintain our apartments and holidays homes to a high standard before you arrive, we know that properties can have unexpected maintenance once you’re in house, and we’re happy to help.

    There are a couple of ways you can assist us in reporting maintenance. The best way is via our guest portal here. Click “Report Maintenance”, and then login using your booking ID (this can be found on your check in information email) and surname. Please fill out the form with as many details as you can, so that we can assess the situation and arrange a handyman for you. You are also welcome to supply photos on this platform if you have them.

    Alternatively you can contact our office via email: [email protected] or by calling +61 7 5570 1122.

  • What happens if there is an emergency?

    For all emergency services in Australia (i.e; Police, Ambulance etc) Please dial 000

    In the event of an non-critical emergency, e.g. you’ve been locked out of your apartment, please refer to your ‘Check-in Information’ for our after-hours emergency number. Please note that our after-hours staff are unable to assist with general enquiries.

    If you have a maintenance issue please see “How can I report maintenance?”

  • Can the Front Desk help me?

    Many of the front desk conveniences are not available to our guests like front office staff, porter services, luggage trolleys, concierge desk etc. As you have booked a privately managed apartment, we are not associated with the onsite management, so if you need any assistance with your booking, please make sure to contact GCLR directly

  • What is required on departure?

    One day prior to your departure we will send an email reminding you of what needs to be done and a quick thanks for staying with GCLR.

    On the day of check-out we ask that you depart by 10am and leave the apartment as you have found it. Please ensure that all dishes are washed, dried and put away. All rubbish is to be removed from the apartment. Our housekeepers will change the bedding and clean surfaces.

    Then, you can leave your keys on the kitchen bench and lock the door when you leave. Please remember that you may need to use the keys to get your car out of the basement first.

    If there has been any damage to the apartment, such as broken items, or carpet stains, we kindly ask that you contact us immediately instead of waiting until check-out. We understand that accidents happen, and the more notice we have, the better we can repair the damages before our next guest arrives.

  • Can't find an answer to your question?

    Please feel free to send us an email [email protected], or call us on (07) 5570 1122 during office hours.

    We also have an online chat here on our website, or you can message us on Facebook.

    Our office is open from 9am – 5pm (Monday – Friday) and 11:30am – 3:30pm (Weekends and Public Holidays)
    *Office hours may change without notice