FAQ

The person whose name the booking is under must be the person who checks-in and registers with the resort. They MUST be 18 years of age and provide current Photo ID and valid Credit card for a $200 pre-authorization for the security bond on check in. If no valid credit card is available at check in, a $500 cash security bond is required and is fully refundable, provided no damage has occurred.

Arriving after hours? At the main reception entrance (2nd driveway 1 Ocean St) you will find a security intercom. Dial 9 to connect to Nitel who will then give you access to the building once booking verification has been made. On the left hand side inside door you will find the night safe which will unlock and there will be an envelope with your name, keys & instructions inside.

SAME DAY BOOKINGS: All bookings made for arrival the same day MUST arrive during office hours.

Checkout time is: 10am – In-house guests can request a late checkout however this is subject to availability and surcharges may apply depending on time.

High Season – $200 deposit required at time of booking (if booking is made within 28 days of arrival, the full amount will be required). Balance is to be paid in full 28 days prior to arrival.

Mid Season – $200 deposit required at time of booking (if booking is made within 14 days of arrival, the full amount will be required). Balance is to be paid 14 days prior to arrival.

Low Season – $200 deposit required at time of booking. Balance to be paid 7 days prior to arrival.

Monday to Friday: 8.30am – 5.00pm

Saturday: 9.00am – 1.00pm

Sunday: 9.00am – 11.00am

Public Holiday: closed

1. DEPOSITS
A deposit of $200 is required to secure each reservation. Reservations will not be guaranteed without a deposit.
1.1. High Season (8/12/23 – 28/01/24)
$200 deposit required at time of booking (if booking is made within 28 days of arrival 50% of the full amount will be required).
50% of balance is to be paid in full 28 days prior to arrival. Balance to be paid 7 days prior to arrival. Refer to section 4.1.for automatic payment terms.
1.2. Mid Season (31/03/23 – 23/04/23 & 23/06/23 – 16/07/23 & 15/09/23 – 08/10/23)
$200 deposit required at time of booking (if booking is made within 28 days of arrival 50% of the full amount will be required).
50% of balance is to be paid 28 days prior to arrival. Balance to be paid 7 days prior to arrival.
Refer to section 4.1. for automatic payment terms.
1.3. Low Season
$200 deposit required at time of booking.
Balance to be paid 7 days prior to arrival.
Refer to section 4.1. for automatic payment terms.
1.4 PLEASE NOTE: Please ensure sufficient funds are available on the debit/credit card you have provided at the time of placing the initial booking. If our attempt at deducting the remaining balance is unsuccessful your reservation is subject to automatic cancellation.

2. CANCELLATION & REFUND POLICY
In the event that you have to cancel your stay with us please be advised that all cancellations must be received in writing and sent to reservations@swellresort.com.au from the Primary email address on the confirmed booking.
2.1. High Season (08/12/23 – 28/01/24)
Cancellations made outside 28 days of your scheduled arrival will result in a refund or a credit on future bookings less a $50 administration fee. Cancellations made inside 28 days of your scheduled arrival will result in all monies being forfeited.
2.2. Mid Season (31/03/23 – 23/04/23 & 23/06/23 – 16/07/23 & 15/09/23 – 08/10/23)
Cancellations made outside 28 days of your scheduled arrival will result in a refund or a credit on future bookings less a $50 administration fee. Cancellations made inside 28 days of your scheduled arrival will result in all monies being forfeited.
2.3. Low Season
Cancellations made outside 14 days of your scheduled arrival date will result in a refund less a $50 administration fee. Cancellations made inside 14 days of your scheduled arrival date will result in 50% of all monies forfeited. Cancellations made inside 7 days of your scheduled arrival date will result in all monies being forfeited.

PLEASE NOTE: No special cancellation policies apply to bookings impacted in any way by Covid 19 including border closures lockdowns or illness to guests or family of guests.

3. TRANSFERS & AMENDMENTS
3.1. Outside of cancellation period
Changes to your booking can be made free of charge outside of the applicable cancellation policy. Please notify our team as soon as any changes need to be made.
3.2. Transfer conditions
All transfers and transfer conditions are up to the discretion of resort management and are subject to change at any time.

4. PAYMENT OPTIONS & POLICIES
4.1. Automatic Balance of Payment Deduction for bookings refer to conditions 2.1. and 2.2. above please ensure sufficient funds are available on the debit/credit card you have provided at the time of placing the initial booking. If our attempt at deducting the remaining balance is unsuccessful your reservation is subject to automatic cancellation.
Please note 4.1. is not applicable if booking has been made through a third party (Agoda.com Booking.com Expedia etc.)
4.2. We accept Visa MasterCard for all bookings. NOTE: Merchant surcharge apply per transaction. (Visa/Mastercard 2.2%).

4.3. Swell Resort’s booking program REI will securely hold credit card details for each guest.
I/We agree that I am personally liable for all costs and charges incurred in the event that any such costs and charges are not paid in full at check out the first available card on file will be charged.
A valid credit or debit card must be provided on check in. This card may be charged a pre-authorisation to secure your reservation. This amount is up to the discretion of management and is subject to change.

5. TRAVEL INSURANCE AND WEATHER EVENTS
It is highly advised to look at travel insurance for cover due to unforeseen circumstances including weather events/conditions event cancellations medical expenses health pandemics and loss or damage to personal baggage. Within the cancellation period of your booking a refund will not be made due to weather conditions/events. Refer to section 2 for specific cancellation policies.

GROUP BOOKINGS: Please note for bookings of 4 or more rooms, different policies and procedures may apply. For further information please contact the property in advance, using the contact details found on the booking confirmation

Services & Facilities FAQ’s

General information about our accommodation services and on-site facilities.

Full size tennis court with lights, swimming pool, spa, gym, bbq, easy walking distance to the patrolled surf beach and dining options.

Our swimming pool is heated (seasonally)

The resort has undercover security car parking available, 1 per apartment.

All linen and bath towels are provided for the confirmed number of guests. You will need to bring your own beach towel or you can hire one from reception.

Our apartments receive a “mid-stay” service if staying 8 nights or more.

The local Surfside buses come right past the resort, bus stop within 50m walk.

Swell Resort is within easy working distance to restaurants & shops.

A quick walk away is an IGA & Woolworths supermarket or a short drive is the Stockland shopping centre in Burleigh.

Just a 10-15 minute drive into the popular Broadbeach or the hub of Surfers Paradise.