Last Updated: 28 April 2022
The following Terms and Conditions will apply to your stay at any property managed by Holiday Paradise, the Agent. All bookings are accepted on the basis that you have read, understood and agree to abide, and be bound by, the following Terms and Conditions.
1.1. All the properties listed by Holiday Paradise are fully self-contained apartments with full laundry facilities. Linen and towels are provided as part of the tariff. The property has been stocked with an initial supply of complimentary items such as soap, detergent, coffee and toilet supplies for your convenience. These items are not replenished during your stay. Beach and pool towels are not provided.
2.1. All bookings are for room rate and one exit-cleaning only and do not include any daily cleaning or servicing during your stay. If you wish to organise additional cleaning during your stay, please contact booking@holidayparadise.com.au and additional charges may apply.
3.1. A refundable $300 security bond will be taken either just prior to arrival or at check-in. Upon check-in, the booking guest will be asked to supply his/her current ID and the bank/credit card(s) that was used to pay the accommodation fee and security bond for verification and security purposes.
4.1. We do not maintain an office on-site or premises. Check-in or check-out is ONLY available at Holiday Paradise office. The address is: Shop 51, The Centre Arcade, 16 Orchid Avenue, Surfers Paradise, QLD 4217
4.2. Holiday Paradise guests cannot check-in or check-out at the building’s on-site reception. Holiday Paradise guests will not receive housekeeping, room service, concierge or porter service from the onsite management.
4.3. If our guests wish to use luggage storage service, please contact us directly to arrange for complimentary self-serviced luggage storage.
Please Note: According to relevant government policies, luggage storage services are temporarily closed due to COVID-19.
4.4. We do not have a 24 hours reception. If security is called out to assist after hours, a $100 call out fee may apply.
5.1. Keys are to be collected from our office on arrival. Our office is open daily from 1 pm to 5 pm. Holiday Paradise office is located at Shop 51, 16 Orchid Avenue, The Centre Arcade, Surfers Paradise, QLD 4217
5.2. Check-in is available from 3 pm from our office on the day of arrival. Any last-minute reservations may be postponed to 4 pm. Check-out is 11 am on the day of departure. There may be variations to these times if so guests will be advised accordingly.
5.3. Upon check-in, the booking guest will be asked to supply his/her current ID and the bank/credit card(s) that was used to pay the accommodation fee and security bond for verification and security purposes. If for any reason the guest is unable to supply us with a credit card bond payment, he/she will be asked to pay the amount in cash staying in trust to cover the bond, in this case, please be sure to supply the office with the correct BSB, account number, account name where we can direct deposit the money to.
5.4. In the event of an after-hour check-in or unattended office, guests will be provided with self-check-in instructions and access code to the electronic key box outside the office.
5.5. Keys will not be available to collect unless the booking has been paid in full and a photocopy of your driver’s licence and the credit card you made the booking with has been received prior to arrival.
6.1. For check-out, the key(s) must be returned to our office. Should the office is unattended, please drop the keys into the key slot located in front of the office.
6.2. Extra charges will apply if you are late in checking-out.
6.3. Holiday Paradise will try to accommodate requests for early check-in/late check-out however they are subject to availability and fees may apply.
6.4. You are responsible for the safekeeping and replacement of accommodation keys. Replacement or lost keys will be provided at an additional charge of $120 each.
6.5. The $300 security bond is a hold on your credit card that takes 5-7 business days after checkout to release. You will not see a refund in your statement, however, the charge will no longer be there. If your bond is still showing as ‘pending’ 7 business days after checkout please contact us and we will get in touch with your bank. If paying a cash bond, it will take 2-3 business days after checkout for the money to be refunded.
6.6. The apartment will be checked upon your departure for any damaged or missing property belonging to the apartment. You will be held responsible for any damage, breakages, theft or loss of any property on or in the Premises including the building common area during your stay (including keys).
6.7. On departure, the apartment is to be left in a clean and tidy condition. Failure to leave the apartment in a satisfactory state might result in you incurring extra charges. We ask you to leave the kitchen clean and take out the rubbish to the appropriate rubbish bins before leaving. Extra cleaning charges will be incurred for cleaning dirty dishes, a fully loaded dishwasher, emptying the fridge, moving furniture from its original location, removal of rubbish, excessively smeared glass and excessive drink spills on the floor and / or balconies etc. You authorize us to charge you for the additional costs we incur to clean the Premises on your departure if this condition is not observed.
6.8 Please DO NOT place recycling and bulk items on the hallway floors. Please kindly take them down to B1 level bin area. Any additional charge from Body corporate will be passed on to the guests violated the body corporate by-law.
7.1. It is Guest’s responsibility to have read and understood these Terms and Conditions before making a booking and paying a deposit.
7.2. By making the booking Guests agree to enter into an agreement to rent the Premises from us in accordance with the Terms and Conditions. You are granted permission to occupy the property for holiday purposes only. This is not a residential tenancy agreement under the Residential Tenancy act.
7.3. The property must not be used for unlawful purposes. Use of the premises for any event or use other than as residential holiday accommodation will result in immediate termination of the booking and removal of the guest(s) and other occupants from the Premises, other costs or expenses being charged to the Guest’s bank card.
7.4. The property shall not be used by more than the number of guests (including the number of adult or children) listed on your booking, either to visit or to stay, without written approval. Any increase in numbers must be agreed in advance and may incur additional fees.
7.5. Guests must comply with the by-laws, rules and regulations of the Body Corporate (if applicable) and any reasonable direction of the operator. The booking will be terminated if any guest fails to comply after receiving a warning.
7.6. Whilst our sincerest efforts are made to ensure your visit to Surfers Paradise is a memorable one if you are visiting during "a holiday peak season", resorts are usually operating at full capacity. This translates to increased noise and longer than usual travel/traffic times; lift waiting times, and service waiting times. We strongly encourage our guests to consider the impact of this busy period and allow extra time for their transport arrangements; and other service needs. The Agent is not responsible for any loss arising as a result of this.
8.1. All Holiday Paradise apartments have a strict “No Party Policy”.
9.1. Any breach of house rules, terms and conditions of booking and body corporate by-laws may result in eviction and a loss of accommodation payment and bond.
10.1. Each apartment has a SINGLE dedicated car parking space (otherwise advised). Visitor parking is limited and may not be available. You are only permitted to park in Holiday Paradise designated car park otherwise your vehicle might be towed. Holiday Paradise is not responsible for towing charges if your car is towed due to parking anywhere other than a Holiday Paradise assigned spot.
11.1. Our Wi-Fi is complimentary to Holiday Paradise Guests’ use. The Wi-Fi networks throughout our resorts are subject to third-party input. While we cover the bill for you, we cannot guarantee its performance. We do not take any responsibility nor will we compensate for any loss of connection should connection issues be traced to the third-party provider.
12.2. In the event of faults and/or malfunctions of appliances or inclusions, we will do our best to fix or replace these items straight away – please report any maintenance issues to the office as soon as they are discovered. There is no obligation from the owner or Holiday Paradise to compensate or discount including any breakdown of any machinery, hot water system or air conditioner.
13.1. Lost Property – if requested we will endeavour to recover and return items inadvertently left in a holiday property, but we take no responsibility for the recovery or return of these items. Postage and packaging are at the guest’s expense. Low-value items will be held for claiming if returned to our office, for a maximum of 1 week and if not claimed will be disposed of.
14.1. Holiday Paradise may inspect the property with reasonable notice and at any time without notice if there is any belief that there has been a breach of these conditions herein.
15.1 In the event of any renovation, building work or road works being carried out in or near the apartment premises, such work is beyond the control of Holiday Paradise and neither the Body Corporate, the Manager nor the Apartment Owner accept any responsibility for any disturbance, noise or inconvenience guests may suffer as a result.
16.1. A minimum of 30% deposit of the Total Booking Fee is required to secure your booking and must be paid at the time of making your booking.
16.2. The balance of the Total Booking Fee must be paid at least 60 days before your arrival date. We will endeavour to send you a courtesy reminder 60 days before your arrival date, but the responsibility to make the payment rests with you. In any event, the Guest authorises Holiday Paradise to process any balance due against the designated credit card at or around the due date.
16.3. For bookings made within 60 days before your arrival date, full payment of the Total Booking Fee is required at the time of booking. If the guest decides to leave early after check-in, the nights not spent and the cleaning fee are not refunded.
16.4. No matter what the circumstances, the Total Booking Fee must be paid by the Guest no later than 60 days before their arrival date.
16.5. Your credit card details will only be used to pay for amounts relating to your occupation of the property. At the time of booking, the Guest authorises Holiday Paradise to process all amounts and charges associated with the occupation in an apartment as and when they are due. This information will never be supplied to a third party by us and will not be used for any other purpose.
16.6. By paying the deposit you agree to enter into an agreement to rent the Premises from us in accordance with these Terms and Conditions. You are granted permission to occupy the property for holiday purposes only. This is not a residential tenancy agreement under the Residential Tenancy act.
16.7. If the Premises are damaged during your occupancy due to accidental, negligence or willful act of any Guest or the Guests’ invitees, the Premises will be repaired by us at the cost of the Guest. Any damage over the amount of $500 may result in a report being lodged with the police as malicious damage.
16.8. Holiday Paradise reserves the right to vary the policy at their discretion without prior notice. We strongly recommend travel insurance to cover you for any unforeseen circumstances In the unlikely event that a booking must be cancelled by Holiday Paradise, we will make every effort to transfer the booking and payment to a suitable date, within a six month period from the original booking date. No compensation will be offered or paid under any circumstances
17.1. Photographs on the Holiday Paradise’s Website and booking platforms are an accurate representation of the described property at the time the photograph was taken and are subject to change with fair wear and tear. Neither Holiday Paradise nor the owner of the Premises accepts responsibility for personal perceptions. Neither Holiday Paradise nor the owner of the Premises takes any responsibility for any errors or omissions contained on the Website.
17.2. All properties under management are privately owned and are rented on a fully self-contained basis. In the event of faults and/or malfunctions of appliances or inclusions, there is no obligation from the Owner or Agent to compensate or discount. We will accept no responsibility for any inconvenience with machinery breakdown. In such circumstances, the Agent will undertake best endeavours (during business hours) to repair, replace or hire an alternative.
17.3. Every effort is made to ensure your unit is clean and tidy for your arrival. Please co-operate with us and leave the unit clean & tidy. This includes but is not limited to removing rubbish and putting it in the bins, washing & drying of dishes, emptying the dishwasher, emptying and cleaning of the refrigerator, oven/griller & microwave, leaving the beds neatly folded back, turning off the lights & cooling/heating appliances and if linen has been hired please leave it neatly folded just inside the front door. If the property is not left reasonably clean, you will be charged an additional cleaning fee
18.1. If on arrival you notice any existing damage or breakages within the Premises you must report your concerns regarding the condition of the property to our office by email within eighteen hours after the arrival. Otherwise, it is agreed that all is in order with the Premises.
18.2. Guests agree to not breach any health or fire regulations or other pertinent laws when residing in our accommodation.
18.3. Damages or breakage of any item in the apartment during the guest’s residency period is the guest’s responsibility. Costs of repairs and replacement will be charged to the guest’s credit card provided during check-in if the bond is insufficient to cover these items.
18.4. If a guest sets off a fire alarm to the Fire Department, guests may be liable for a brigade call out fee.
18.5. Holiday Paradise reserves the right to terminate a guest’s tenancy with no monies or bond returned should any of the terms and conditions and house rules are not met.
18.6. If guests are moving apartments during the stay, guests are required to follow the standard check-out procedure – all keys of the current apartment must be returned to the Holiday Paradise office by 11 am. Guests cannot check-in to the next apartment until 3 pm at the earliest. If this procedure is not followed, extra charges may incur.
18.7. Guests agree to indemnify Holiday Paradise and its holding company or any of its employees, agents or sub-contractors against any demand, liability, damage, fines, loss or expense of any of its employees, agents or subcontractors against any demand, liability, damage, fines, loss or expense of any kind arising from but not limited to:
18.8. Neither Holiday Paradise nor the owner of the Premises takes any responsibility for the loss or theft of your personal property or for any bodily injury that occurs on, or at, the Premises. We recommend all guests purchase travel insurance as Management is not responsible for any injuries, illness or accidents that may occur whilst stay at our property.
18.9. We do not provide working safes in the apartments.
18.10. We are not responsible for any items left at the property after your departure. It is the Guest’s responsibility to ensure all personal items and/or property are collected and removed from the apartment at departure time.
18.11. In the event that personal items and/or property are abandoned or forgotten and located by the Agent’s staff, the Agent will store said items/property off-site for one(1) weeks only. Holiday Paradise will charge for additional postage fee and service fee for any delivery of the abandoned or forgotten items/property. The Agent is not responsible for any loss incurred as a result.
18.12. Holiday Paradise will not be liable for any accident, injury, delay, property damage or personal loss to you or those travelling 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.
If you make the booking through a third-party platform (such as Booking.com or Airbnb.com), please refer to the detailed cancellation policy from your booking platform
For direct bookings:
19.1. Cancellation made by guest
19.2. Cancellation due to government restriction on travel
In the event of a forced cancellation due to government restrictions on travel, guests will be offered a postponement of their booking. A credit voucher to the value of the original booking will be issued. This will be valid for 6 months from the issue date. The original deposit will be held in trust and credited to the new booking. There are no refunds in these circumstances unless genuine hardship can be proven.
19.3. Cancellation due to non-payment by the due date
Cancellation of the arrangement due to non-payment of the balance by the due date will result in the loss of all monies paid.
20.1. For all bookings during schoolies period, in addition to the accommodation fee, a security bond of $200 per person must be paid at the time of booking otherwise the booking will not be held. If you are under the age of 18 years old, your parents or guardian must make the booking on your behalf, and the office will send you to consent documents for your parents or guardian to fill-in, and your parents’ or guardian’s photo identity copy and signed consent form must be submitted to our office for the booking.
20.2. Schoolies must comply to both the Hilton building House Rules and Holiday Paradise Terms & Conditions. If there is conflict of information, please refer to Holiday Paradise Terms & Conditions.
20.3. Schoolies period is running from Saturday the 19th of November 2022, till Sunday the 4th of December. Lift delays and increased noise may be experienced during this time.
To comply with the Government guidelines regarding COVID-19 restrictions and Public Health Advice, the reservation holders should declare their purpose of booking faithfully and truthfully and confirm that the reservation should fall within the legal requirements outlined. Once the reservation is confirmed, it deems that the reservation holders confirm the following before check-in.
21.1. That you fully acknowledge the legal requirements and will take full responsibilities and its possible consequence, including any joint penalty may put on us, Holiday Paradise.
21.2. That you have not travelled overseas within the last 14 days; Otherwise, you will Self-quarantine as per Government Direction for persons arriving in QLD from overseas.
21.3. That you are not showing signs and symptoms of COVID-19;
21.4. That you have not had close or casual contact with a person who has been confirmed with COVID-19;
21.5. You will comply with the Government Guideline during your stay.
21.6. The government guidelines refer to but not limited to below websites:
– https://www.covid19.qld.gov.au/government-actions/gatherings
– https://www.health.qld.gov.au/system-governance/legislation/cho-public-health-directions-under-expanded-public-health-act-powers/home-confinement-movement-gathering-direction
– https://www.health.qld.gov.au/system-governance/legislation/cho-public-health-directions-under-expanded-public-health-act-powers/self-quarantine-for-persons-arriving-in-queensland-from-overseas-direction