The Emerald Surfers FAQ (Frequently Asked Questions)


Q: How do I make a booking?



Q: What is the earliest I can Check-in?

A: Standard check-in time is 2pm to 8pm. After 8pm there is a late check-in procedure with a fee of up to $50 as the hotel does not have 24 hour reception.

Q: Can I store  my luggage  at the office before check-in?

A: Yes we can keep luggage by negotiation. We can not be held accountable for any loss of property.

Q: Are your apartments non-smoking?

A: Yes, all apartments are non-smoking except for on balconies with doors shut.

Q: Do you have wireless Internet in guest rooms?

A: Yes we provide free broadband Internet to all of our rooms with TPG Fibre to the basement.

Q: Do you have an outdoor entertainment area?

A: Yes, we have a BBQ area, garden and swimming pool.

Q: Are pets allowed?

A: No pets allowed, except for guide dogs.

Q: How close are you to the shops?

A: Nice 8 minute stroll to Surfers Paradise centre with iconic Cavill Avenue Mall and Restaurants just streets away.

Q: How close are you to restaurants?

A: We are within 8 minutes walking distance of number of restaurants and fast food outlets  – McDonald’s, Subway, Hungry Jacks, Red Rooster, Domino’s Pizza, Chinese, Indian, Thai and Mexican. Please visit Google Maps for a detailed list.

Q: Do you have Parking

A: Each unit has free underground parking for one standard sized car. Large vehicles or extra cars must park in the visitor area or on the street.

Q: Do you have Satellite TV?

A: Yes we have RT, Aljazeera, Press TV, Hope TV.

Q: What is your Cancellation Policy?

A: If you booked directly, we charge a flat rate $30 cancellation fee.

If cancelled or modified up to 48 hours prior to the date of arrival, then no fee will be charged. If cancelled or modified later, then 100% of the first night’s fee will be charged. In the case of a no show or change of mind, the total price of the reservation will be charged.
If you booked through a 3rd party website, we do not accept any cancellations.

We reserve the right to offer alternative accommodation of a similar standard or full refund in the event of the overbooking the property or for any unforeseen circumstances, giving as much notice as reasonably possible.


Q: How do I guarantee my booking?

A: Credit card details are required to secure your room. Bookings will be charged 50% of total booking value with the remainder to be paid at check-in.  On check-in, a security deposit in addition to your accommodation charge of up to $300 will be charged on your card which is refundable after departure.