Booking Terms & Conditions

** Please read these terms and conditions carefully as these conditions incorporate the basis on which bookings for Gold Coast Rental Properties are accepted **

How to Book Quotes & Reservations

Bookings can be made over the internet at www.goldcoastluxuryresorts.com.au or by calling our booking line on 1300 55 7368 (Australian callers) or + 61 7 5570 1122 (International callers).

Reservations are subject to availability and actual pricing at the time of booking.

Verbal & Written quotes are valid for 24 hours only. Any verbal quote given is only an estimate of the price, which will be subject to written advice on confirmation of the reservation from your booking agent.

Bookings made via Gold Coast Luxury Resorts or any online travel agency are not confirmed until a deposit has been charged \ & or received & confirmed in writing by GCLR. Any technology errors will not be honored.

Same-day bookings need to be paid in full and virtual check-in completed by 4 pm

Deposit

GCLR is now pleased to offer a ZERO dollar deposit for all low-season bookings.

Peak Season & Special Events: 30% non-refundable deposit is required within 24hrs of booking. Full payment is due 31 days prior to arrival for the following periods:

Peak Season: 13/12/24 – 25/01/25  – Seasons subject to change or added without notice.
If any part of the reservation falls on this date the entire reservation is non-refundable.

Special Event: Pacific Air Show 16 – 18 August 2024

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

Final Payment

Full payment must be received at least 31 days prior to check-in. For bookings made inside 31 days prior to check-in full payment is required at time of booking. A 1.5% credit card surcharge will apply to Visa, Mastercard and 3% to American Express credit card payments. If paying by credit card, the balance will be automatically processed from the nominated card.

If deposit or final payment is not received by the due date, GCRP reserve the right to cancel the booking, keep the initial deposit & seek the balance plus costs associated with debt collection.

Confirmations are subject to re-issue if incorrect through error or omission and the passenger accepts the liability to then pay the correct cost or to decline to retain the reservation.

Credit Card Payments

A 1.5% credit card convenience fee will apply to visa, Master card and 3% for American Express credit card payments. Credit card must be present when checking in or please phone us for alternative arrangements. All credit card surcharges are non-refundable.

Payment Options

All payments must be processed through our online payment portal. GCLR have implemented 3D security payment technology. 3D Secure is a protocol (set of rules) that provides extra protection for merchants and customers for online payments. It is used to authenticate the cardholder during payment processing, similar to entering a PIN for an ATM or EFTPOS transaction

After entering in your credit card payment details your bank will send you a One Time Pin to your mobile phone or ask you security questions that you have set up to authorise the transaction.  If you are unable to pay with credit card contact our reservations team and we can supply direct deposit bank details.

Payments accepted include credit cards (Visa, MasterCard, AMEX). Prices quoted are in AUD and all payments must be made in AUD.

NO Payments can be accepted over the phone.

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.

Cancellations Policy for bookings via an online travel agent

Please refer to your booking confirmation from the online travel agent for the cancellation policy, or contact their customer support.

Reservation Changes

Any changes to dates or length of stay is to our discretion only, its dependent on many factors such time of year, booking agent fees, notice given, chances of space being resold. Any agreed changes must be in writing and administration charges will apply.

Transferability

Reservations & accommodation bookings may not be transferred or sold to another person or entity.

Rates

Rates are effective from 01 December 2021 and may be changed at any time. Prices listed are in Australian Dollars and are inclusive of GST where applicable.

Any verbal quote given is an estimate only of price, which will be subject to a written advice on confirmation of the reservation. The price of your holiday cannot be guaranteed until a deposit is received.

All rates on this website and all online travel agent websites are inclusive of a guest booking fee charged at $10 per night

Cleaning and Servicing

All our apartments are cleaned prior to and after your stay. Each apartment includes linen and towels for the standard bedding. Sofa bed linen and extra persons are charged on a per night basis (minimum nights apply) and will be listed on your booking if included. All apartments come with a supply starter pack. Supermarkets and convenience stores are located close by for top-ups. Daily servicing can be arranged at an additional cost.

Check-In/Check-Out

Standard check-in is from 2 pm for Standard Apartments & 3 pm for 4 Bedroom apartments and Holiday Homes, standard check-out is 10 am.

For guaranteed arrival prior to 2 pm, a room must be reserved from the previous night and therefore includes an additional nightly charge.

For arrival outside our standard reception closing time of 5pm, please advise of arrival details at time of booking so that we can arrange to forward to you a copy of our after-hours check-in procedure. Public Holidays are also considered after hours.

We do not accept check-ins or check-outs on Easter Sunday, ANZAC Day,  Christmas Day or New Years Day.

Late check-out after 10 am will incur the following additional charges applied to your account:

10 am to 12 pm – 50% of daily rate (*subject to availability on the day)

After 12 pm – the full daily rate applies

Virtual Check-In, Security Deposits, Credit Card Pre-Authorisations, and Photo ID Required on Check-In

All guests are required to provide their details, Credit Card and ID prior to arrival via our virtual check-in process. Our virtual check-in process is a safe and secure way for us to collect your information prior to arrival. Here you will sign off on a copy of our Bond Authority, House Rules & Letting Agreement. Our Virtual check-in platform has been specifically built by our company for our company ONLY. It is fully encrypted end to end to ensure the security of your personal information. The system is hosted on Amazon servers, some of the safest in the world. The site has SSL* security certificate feature issued by Amazon, the same certificates online banking uses.

* SSL (Secure Sockets Layer) is the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remain private and integral

Cash bonds will NOT be accepted. In addition, photographic identification will need to be produced at the GCRP office prior to key collection. This ID must match what is on file from your Virtual Check-In.

A credit card authorisation (pre-auth) or imprint will be required at the time of check-in and may be used to cover incidental items such as (but not limited to): Function fees, consumables, breakages, or damage incurred during your stay. Extra Cleaning Charges. Visa or Mastercard is only cards accepted for pre-auth.

Current pre-auth amounts for a security bond are in the amount of $250.00 for standard apartments, $500.00 for 3-bedroom apartments, and $2000.00 for 4-bedroom apartments, sub-penthouses,  penthouses, villas, and holiday homes.

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

• The Jewel Residences. 1 Bedroom $500, 2 Bedroom $1000, 3 Bedroom $1500.00
• The Lanes Apartments – To confirm the security deposit amount for these apartments, please contact our friendly reception team on 07 5570 1122.

The pre-authorised amount is set aside by the credit card company for a period of up to 7-10 days after departure. The pre-authorisation will affect your available fund balance or spending limit. For more information on this practice, we suggest the cardholder contact their card issuer.

Permitted Use

The Property is a residential premise within the Gold Coast Community. The Property is strictly for Residential use. The number of occupants allowed are as per approved on the guest registration forms and as advertised. The use of the property for functions, parties or other like gatherings are STRICTLY PROHIBITED. Use of the property for such events or other than as a residential premises will result in the termination of the reservation for the property, removal of the Guest (s) and other occupants from the property and other costs or expenses (including a unauthorised function/extra cleaning fee of $4,000) being charged to the guests credit card, if insufficient funds are available, the debt will be passed onto a debt collecting company or the courts for the debt plus recovery costs. Guest are required to keep noise to an acceptable level and all properties have a 10pm noise curfew, failing to comply with this will result in police being called, cancellation of the reservation, removal from the property and loss of bond & all tariffs.

No animal or birds are allowed to be brought to or kept on the property. Any cleaning or pest treatment costs incurred as a result of an animal or bird being brought to or kept on the property will be charged to the guests including any accommodation nights needed to rectify.

Guest Responsibility

The guest shall inform Gold Coast Rental Properties of any condition that may cause damage to the property. If the property is damaged due to accidental, negligence, or wilful act of the guest or the guests’ invitees the property will be repaired by Gold Coast Rental Properties at the cost of the guest.

Upon the expiration of the holiday agreement, the tenant shall redeliver the property amenities, furniture, appliances, and any other applicable aspects of the property, in as good condition as at the commencement of the agreement.

The Guest and the Guest’s invitees must respect and preserve the residential amenity of the property, maintain the security of the property, abide by any noise abatement order issued by Gold Coast Rental Properties, the security company, police or any other regulatory authority refrain from engaging in any drunken, obscene or anti-social behavior.

All occupants of the premises must adhere to and encourage guests to keep noise to a reasonable level at all times, particularly between 10 pm and 8 am.

Noise Complaints

Noise curfew: Noise must be reduced to a minimum after 10 pm. You must also come indoors after 10 pm to socialise. Any reported noise after 10 pm will lead to Security attending the property and immediate eviction and/or loss of bond & tariffs. If Security or any other regulatory authority is called to the property a fee of $250 will be taken from your bond. Any reported noise during daytime hours will lead to a first & final warning & $500 will be taken from your bond for each visit from our staff, security or police.

House Rules

No Parties or Mass Gatherings: Our rates do not allow or permit the use of the property for parties or mass gatherings.

All guests will be required to provide a government-issued photo ID & credit card in their name, and pay a security deposit in the following amounts:
$250.00 for standard apartments,
$500.00 for 3 bedroom apartments,
$2000.00 for 4 bedroom apartments, sub-penthouses,  penthouses, villas and holiday homes.
and sign off on the house rules prior to obtaining the keys to the property.

The Property is a residential premise within the Gold Coast Community. The Property is strictly for Residential use. The number of occupants allowed are as per approved on the guest registration forms and as advertised. The use of the property for functions, parties, or other like gatherings is STRICTLY PROHIBITED. Use of the property for such events or other than as residential premises will result in the termination of the reservation for the property, removal of the Guest (s) and other occupants from the property, and other costs or expenses (including a function/extra cleaning fee of $4,000) being charged to the guests’ credit card. If insufficient funds are available, the debt will be passed onto a debt collecting company or the courts for the debt plus recovery costs.

Guest are required to keep noise to an acceptable level and all properties have a 10 pm noise curfew, failing to comply with this will result in the police being called, cancellation of the reservation, removal from the property, and loss of bond & all tariffs.

If after-hours staff are called out to a property by an on-site manager, security, or police due to guest issues a call-out fee will apply. Prior to 10 pm a $100 per hour call-out fee will apply. After 10 pm a $200 per hour fee will apply. Minimum of 1hr. This must be paid directly to attending staff or it will be deducted from your bond plus a 10% admin fee.

No extra guests permitted: No extra guests are permitted to reside or stay at the property without consent from Gold Coast Rental Properties. If permitted extra charges will apply.

Shoes off: If your apartment is carpeted, please ensure shoes are removed upon entry.

Parking: Parking is permitted in the garage, driveway and in the street only.
Please do not park on grass areas at the front of the property as council patrols this and issues fines. Please park your vehicles the correct way and clear of driveways.

Penalties: The body corporate / Council / Owners / Gold Coast Rental Properties take breaches of the above house rules and other issues involving common sense seriously. Please remember while you are on holidays neighbours live here every day, please respect their homes. We have and will evict guests and charge the penalty if these house rules are broken.

Room Allocation

All properties managed by GCRP are privately owned properties. In the unlikely event of management termination or any other situation whereby GCRP cannot provide accommodation as previously confirmed,  The GCRP team will always attempt to relocate clients into an alternative GCRP apartment of equal quality if available or refund the total amount paid.

Extra Person Charges and Extra Bedding

Additional charges will apply if extra beds or linen (including rollways or sofa beds) are required. Prices for any other combination of children and adults should be obtained from your travel consultant. Please ensure this extra bedding is listed on your confirmation. Extra bedding is only provided if listed on your confirmation.

Accommodation

Whilst care is taken to ensure that the description of facilities and services of the apartments are accurate, these are continually being changed, upgraded, and on occasion taken out of service or are simply waiting for repair. If any feature/facility is essential for the passenger in choosing a particular property, it is advisable that the guest checks this with their travel consultant at the time of booking. GCRP cannot be held liable for omissions or errors, whether temporary or permanent of a property’s facilities and services. In accordance with recent Government directives in response to slowing the spread of COVID-19, some property facilities may experience temporary closures or changes to operating times and/or services provided.

Property room photos may not be specific to the actual room allocated. Photos are indicative only. The accommodation facilities listed may not apply to all room types.

We may cancel a guest booking if an owner withdraws the property from our holiday pool, a property becomes damaged or uninhabitable, the property becomes a mortgage in possession, or a natural disaster occurs. Our policy is to give a guest at least 30 days’ notice (if possible) if we need to cancel a booking. We will offer you alternative accommodation (if we have something available) The difference in accommodation cost will be charged or refunded. You may decide to take the alternative accommodation or accept a refund.

We may need to reject or cancel a booking due to a technology error or error made by a third party, an online travel agent by either human or technology. Errors are rare but occasionally double bookings are received as well as pricing errors incorrect room/property descriptions or incorrect photos.

Electrical & Plumbing Repair Policy

The following is our repair policy for any item including Air Conditioning, Fridge / Freezer, Dishwasher, Washing Machine, Dryer, TVs, Foxtel, Wifi, Plumbing & Electrical. We have set contractors and technicians in place, and in most cases, they are able to attend within 1-2 business days. In some cases, parts will need to be ordered from the manufacturer or the item will need to be replaced. Our policy is to schedule repairs on the next available business day. However, as we are a licensed real estate agency, if the repair requires parts and/or is a major repair or replacement, we are required to first have this approved by the property owner, body corporate, and/or insurance company and this may take longer than a standard repair. We are unable to book contractors or technicians on weekends or public holidays. It is also difficult to book contractors or technicians between Christmas Eve & New Year’s Day and during Easter as many of them are closed along with parts suppliers. We do not offer compensation on all items (see below) however we do try and repair or replace them as soon as possible. Any compensation that is offered is at the discretion of Management.

Compensation Policy

We offer compensation for the following items only: Air Conditioning, Fridge & Washing Machine. If you wish to place a claim for compensation for one of these items not working during your stay this must be submitted via email. For a claim to be considered you must allow contractors to enter the property to inspect, quote, or carry out the repair at the contractor’s requested time. GCRP staff can meet the contractor and provide access so you do not have to be present. Compensation is calculated based on the item, the number of days the item was out of order, the time of the year / if another item was available or provided to you, and your daily rate.  10% of nightly rate for Air conditioning whilst air conditioning is faulty, 5% of nightly rate for Washing Machine or Fridge whilst they are not working. We also take into consideration our agreements with the individual property owner and advice or recommendations from the Office of Fair Trading Queensland.

Compensation claims will be replied to within 3 business days of your check out via reply email. A claim must be made during your stay or within 5 business days of your check out to be valid.

Front office, reservations, or weekend staff are unable to assist with compensation calculations or claims.

Key Collection & After Hours Arrival

Key Collection is available from our centrally located office. Our office is opened 9 am to 5 pm Monday to Friday; Staff are on call between the hours of 11:30 am and 3:30 pm Saturday, Sunday, and on Public Holidays.

All other hours are considered after hours. Check-ins after hours require check-in documentation to be signed and returned to Gold Coast Rental Properties by close of business two business days prior to arrival. The guest must provide a photocopy of the front and back of their photo identification, the credit card used for booking payments & credit card for the security bond. After the successful return of all paperwork, Gold Coast Rental Properties will contact the guest with instructions for a safe and easy key collection.

After-hours fees are payable for key collection if the guest fails to return these requested documents by the cut-off time.
Charges start from $50 from 5pm (3:30pm Sat/Sun & Public Holidays) to 9pm and $100 thereafter.

Extras and configuration errors that are reported after hours cannot be rectified until the following business day.

Please also note that Gold Coast Rental Properties is closed on Christmas Day, no bookings that require checking in on 25th December will be accepted.

Body Corporate By-Laws & House Rules

All guests and guests visitors must acknowledge and follow all body corporate by-laws & house rules. Some by-laws breaches result in fines from the body corporate which will be passed on to the guest.

Smoke Alarms

Some of our accommodation is equipped with back-to-base smoke alarms, accidental setting off of these smoke alarms results in the fire brigade attending, if the fire brigade attends a false alarm this will result in a fine from the fire department, these fines are expensive and passed onto the guest.

Special Requests

Whilst we attempt to satisfy all special requests, we are unable to provide a guarantee.

Maps & Images

Map images, if shown, are for general information and may not necessarily reflect actual routings, locations or services provided. Many of the destination shots featured in this brochure have been supplied by tourism authorities, including Tourism Queensland.

Travel Insurance

We strongly recommend you purchase comprehensive travel insurance at the time of booking. We suggest that the policy should include, but not be limited to, the following cover: Loss of deposit through cancellation; loss or damage to personal baggage, and loss of money and medical expenses.

Not Included In Price of Holiday

Airport taxes, costs of a personal nature e.g. laundry, taxis, telephone calls, room service.

Meals and transport are not included in the rates, please visit the website for more information.

Booking Arrangements

The person affecting a booking shall be deemed to have accepted the booking conditions on behalf of all persons named in the booking.

Travel Documents

Travel documents will be available to view and print off the website or will be forwarded by post or email when full payment is received.

Under 18s

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 over 18 cannot provide a current photo ID if requested on check-in.

Package Prices and Per Night Prices

Per-night prices are to be used as an indicator only and not as an extra night rate.

Damage, Missing Items, or Keys

Any damage to the room or lost keys must be reported ASAP to ensure we have adequate time prior to the next guest to fix or replace them. All costs including after-hours costs, room downtime, express postage, and $55ph administration fee are charged for all damage or lost keys. A minimum admin fee of $55 applies to all damage & lost keys. Admin charges are for accessing the damage, reporting, obtaining quotes, liaising with guests, taking payment, checking on completed, paying third parties, etc.

Debts Owed and Debt Collecting Policy

Any debts that arise from your accommodation, non-payment of accommodation, credit card chargebacks, damage, body corporate fines, function fees, damage, missing keys or items, etc will be passed onto a debt collection company if not repaid within 48 hours. All costs associated with chasing the debt, including the debt collection fees and court costs will be added to the debt.

Governing Law

The law of Queensland governs your use and occupation of the property during your reservation. You agree to submit to the exclusive jurisdiction of the courts of Queensland.

Responsibility

GCRP both for itself and on behalf of its employees or agents do not accept any responsibility for any act, omission, default, or neglect of themselves, their employees, or agents for injury, damage, or loss to persons or goods whatsoever or however the same may be caused and they do not warrant and are in no way responsible for the accuracy of any information given in statement made by their service providers in terms of travel arrangements. By utilizing the travel services provided by GCRP, you agree that:

GCRP shall not be liable for the wilful or negligent acts and/or omissions of such carriers and/or service providers. GCRP will not be liable for any accident, injury, delay, property damage, or personal loss to you or those traveling with you in connection with any accommodation, transportation, or other travel services resulting directly or indirectly from any occurrences or conditions beyond its control, including but not limited to acts of terrorism, the act of God, defects in vehicles, war, strikes, theft, delay, cancellation, civil disorder, disaster, Government regulations or changes in itinerary or schedule.

Please note that all travel documents and observance of laws and regulations of various Governments are your responsibility.

Every effort is made to ensure that information displayed on this website is correct. Information and rates and GCRP websites are subject to change without notice.

Price Guarantee

GCLR offers the following “Price Guarantee”. If you have booked your accommodation through GCLR and then show us that you could book the same room for the same dates at a lower rate that is viewable and bookable on another website within 24 hours from the time you booked, we will either match that rate or beat it.

Submitting a Claim

Please email us the following information:

• Your Booking ID.
• The address of the website where you found the better rate.
• Screenshot of the better rate

PLEASE NOTE: You don’t need to make a booking on the competitor’s website, just show us the comparison

Terms and Conditions

1. Our “Price Guarantee” applies to confirmed bookings only. You must provide us with your Booking ID in order to make a claim.
2. The following conditions must apply:

• Same hotel
• Same period of stay
• Same Room/Bed type
• Same Advance purchase requirements, prepayment and deposit requirements (if any)
• Same Cancellation and Amendment policies
• The room must be available for instant confirmation at the time our agents check availability
• Claim must be made within 24 hours of your booking with us

3. The “Best Price Guarantee” does not apply to unpublished rates, such as:

• Private rates
• Packaged or promotional rates
• Accommodation sold as part of a travel package
• Rates that are not available to the general public, which include:

1. Corporate discount rates
2. Group or meeting rates
3. Any rates requiring membership, (i.e. AAA or AARP rates)
4. Loyalty programs
5. Any organization with rates intended for a specific group of individuals and are not meant for the general public

4. GCLR has the right and discretion to determine the validity of any claim, including but not limited to, determining that it is for the same hotel, room                type, dates, and that it meets all Terms, Conditions, and Claims processing requirements.

5. Our “Price Guarantee” cannot be combined with other offers or promotions.

6. GCLR reserves the right to amend, revise, supplement, suspend or discontinue the “Price Guarantee” at any time.

Any questions regarding claims should be directed to our reservations team.

GCRP only accepts instructions on the above terms