Standard Conditions of Booking / Tenancy

Please read these conditions carefully. Each person (“the Guest”) accepts and agrees to these conditions and acknowledges that these conditions apply and extend to any person (also referred to as “Guest”) occupying or visiting the apartment or complex and/or using the facilities in the complex at the invitation of the Guest.

The Emerald Surfers Paradise’s Terms & Conditions are set out for the safety and enjoyment of all guests staying. Failure to adhere to our terms and conditions may result in reservation cancellation or eviction.

A copy of these can be provided on request; they are also on display at reception and on our website. By accessing and using The Emerald Surfers Paradise website or receiving in a confirmation email or entry to the complex, you agree that your access to The Emerald Surfers Paradise and use of  it is subject to these terms and conditions.  Guests agree to pay all charges incurred by them and their “Guest(s)” during their stay including loss or damage to the unit.

Property By-Laws

The Guests must comply with the By-Laws, rules and regulations of the complex and any reasonable direction of the Manager.

Personal Information

All personal information collected from you is maintained securely and is required to meet the requirements of Australian Federal or State legislation regarding the maintenance of a guest register, for fire safety reasons, for accounting and billing purposes and to market our services to you.

We will not make this personal information available to any third party without your prior consent except where required by law or to enforce our collection of amounts owing by you. We will not knowingly permit any misuse of this data. You may request access to personal information we hold about you. If you do not provide us with this information, we may be unable to provide you with accommodation.


Descriptions of The Emerald Surfers Paradise  are made in good faith and neither the owners, The Body Corporate nor the Managers are not responsible for any misdescription/misinterpretation of the hotel by online booking sites.

If you require a room with certain features and it was not specified at the time of your booking, we will not be held responsible if we cannot provide you with that room type on the day of check in. Same applies if we are fully booked, we can only try to accommodate requests.

You must be at least 18 years of age to book any accommodation at The Emerald Surfers Paradise. Under Queensland Law minors must be accompanied by a person with parental responsibilities at all times and penalties apply for failure to comply.

Prior to Checking in

You may request a unit inspection prior to booking as we are not required to provide a refund due to change of mind or unscheduled departure. We do not guarantee availability of an early check in unless you book and pay for the unit for the night prior to your early arrival.


Commences and ends on the dates as shown. Check out at the end of the occupancy is strictly 10am (unless special arrangements are made). You agree departure after that time may incur additional charges of $20per/hr or part thereof.

Number of Persons Occupying an Apartment

The number of persons designated on booking or check-in may stay in the apartment overnight. Any extra people will be advised to leave. Due to law and fire safety regulations only the maximum 4 person (including children) occupancy is allowed.


Payment for the full period of the booking must be made before occupancy with Credit Card. The Guest authorises the Manager to charge any credit card for any loss, damage or monetary contribution for which any Guest is liable under this document or otherwise.

We accept: Visa, Mastercard, Amex, Eftpos.

American Express attracts a surcharge of an additional 3.96% on the total invoice amount.

Credit Cards and Bond

Entry to The Emerald Surfers Paradise is conditional upon supply of a valid photo id and Credit Card for payment of Bond Money. If in the course of a guest’s stay during period of use, and/or any visitors of the guest to the complex, should any unforeseen expenses become apparent the guest’s credit card will be charged an amount appropriate to the expense, at a rate determined by the management of The Emerald Surfers Paradise. In the case of a bond, the bond funds will be held until such time that all costs associated with the said expenses are recovered. Bond money is refunded after housekeeping has cleared the room.

Fees chargeable to guests may include, but are not limited to:

Damage to property due to:

Smoking in units – all units are non-smoking, If smoking on balcony areas doors must be closed. Butts dropped onto shade sails causing burn holes.

Flooding due to overfilling and misuse of spa baths – $700 to dry out carpets.

Smoke detector activation – $1300 fee for fire trucks that will attend.

Unit degradation (such as vomit, bodily waste, general damage, excessive cleaning and rubbish).

Stolen or damaged unit items, dishes left unclean – $30 fee.

Lost or stolen key cards– $20 replacement fee.

Late check ins not pre-arranged or for after hours assistance- $50 fee.

Any problem sufficient to result in the unit being withdrawn from its availability to be let ie: an un-saleable condition, extra daily room tariffs may be charged based on business demand at the discretion of the Managers.

Damage to Body Corporate Property common areas, including mis-use of elevators caused by any Guest or their visitors.


You agree to return the key for the unit at the time of your departure or place in early departure box at reception. The responsibility to lock the unit is the guests during absences and upon departure.

Inspection of Apartment

The Manager may inspect the apartment at any time without notice if the manager is of the opinion that there has been a breach of any conditions.

Use of Apartment, Noise and Acceptable Behaviour

The apartment must not be used for any unlawful purpose. All Guests are entitled to quiet enjoyment of the property and loud, disruptive behaviour including loud music is not tolerated. Apartments are not permitted to be used as a venue for partying.

Warnings: If the guest receives a warning or the occupancy is terminated and the guest fails to comply with the vacation notice the manager will be authorised to do whatever is legally required to enforce the eviction on any Guest and the removal of the Guest’s property.

All visitors are required to vacate the premises by 10pm.

Car Parking

Guests may park cars in the designated areas. The Body Corporate has a tow away policy for non-compliance. No responsibility is accepted by the Body Corporate or Management in relation to vehicles housed on the property.

Swimming Pool & Courtyard

For consideration of all guests swimming pool hours are between 8am – 9pm.

BBQ area to be vacated by 9pm.

Cancellation Policy

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, the total price of the reservation will be charged.

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.

Refusal of Entry

Managers reserve the right to refuse return guests who have caused damage or disruption to the complex and its guests on a previous stay and/or guests who have been evicted from other accommodation providers for same reasons or criminal behaviour. Underage guests will be denied access to the complex unless accompanied by a responsible parent or guardian for the duration of their stay.

Eviction & Termination

Managers reserve the right to evict guests staying who have caused or are causing damage or disruption to the hotel and its guests. If the occupancy ends or is terminated, the Guest must immediately vacate the premises. The Manager is authorised to do whatever is required to enforce the eviction of any Guest and removal of Guests property.


You agree any monies or other valuables, goods or vehicles that belong to you, brought in or on to the units, grounds or car-park remain your responsibility and we will not be responsible for their safekeeping. No responsibility is taken for any property left by a guest at the premises. (Please check all wardrobes and drawers before vacating the property).

Guest’s Left Property Service Conditions

The Emerald Surfers Paradise holds guest’s left/lost property for a period of 3 months, after which it disposed off as per standard Hotel Lost Property related practices, disposed of into a charity bin.

Guest’s left property is kept, identified and labelled against date and guest name as possible,  on “All Care but NO Responsibility” principle, therefore any costs associated with any damages or missing property after departure are not covered. Guests will be called to ask what they want done. Lost property item/s can be collected from the Hotel, by the owner after producing an accepted form of ID.

If the person collecting the property is NOT the owner, then the Hotel requires a “Left Property Collection Authorisation Form” to be completed by the owner, authorising the third party to collect the items on the owner’s behalf. The Hotel reserves the right to refuse handing over the property if an ID is not produced by the ‘Authorised Person’ as specified by the owner.

If collection from the Hotel is not suitable, the items can be posted using Australia Post’s  Standard Post, Express Post or Registered Post by providing credit card details to the Hotel, who will then forward the items by the preferred method.

Notice about loss of Guest’s Property – Traveler Accommodation Providers (Liability) Act 2001

Under the Act, an accommodation provider may be liable to make good any loss of a guest’s property in certain circumstances even though the loss is not caused by the fault of the accommodation provider, or the provider’s agent. The strict liability of the accommodation provider under the Act • applies only to a guest of the accommodation provider on a day when an accommodation unit is provided for the use of the guest • is limited to $250 for each accommodation unit provided for the use of the guest on the day, unless the guest’s property was placed in safe custody facilities • does not cover motor vehicles and things owned by the guest left in or on motor vehicles. Note: Words in italics have special meaning under the Traveller Accommodation Providers (Liability) Act 2001.


Whilst we have numerous policies in place to help control possible problem issues and we do all that is possible to avoid complaints. Should you have a complaint, please bring the issue to the attention of the Managers as soon as the problem has/is occurring. Complaints or issues need to be brought to the Managers attention prior to your day of departure so that arrangements can be made with you in person.

If there are disturbances  we cannot try to do anything unless we are made aware of the problem at the time; by bringing the problem to our attention the following day, the best we can do is apologise for other people’s behavior.

Please advise the Manager that you wish to discuss a problem. Through discussing your concern(s) and the courses of action available, we hope to put things right straight away or alternatively, explain why they are not able. If the matter is not satisfactorily resolved in discussion, you may advise the Manager that you are not satisfied and you should then provide written details of your complaint to the Manager who will provide a written response within seven days of receiving your written complaint. If the Manager rejects the complaint, the Manager must give reasons for the rejection in the written response.

Partial refunds will not be honoured if a complaint is made after departure.


Please call 000 in emergencies. An incident report form must also be completed.