Booking Terms and Conditions

The small print

Rates and charges

You agree that you will pay to us the room rate for each day of your stay and any additional charges up until the time you advise us that you have departed from the hotel/resort.

All prices are quoted in Australian dollars (unless otherwise specified) per room per night and are inclusive of GST.

Prices are subject to availability and can change without notification. Blackout/special event periods may apply.

The ‘from’ rates displayed on the website are indicative rates only, are subject to availability, and terms and conditions apply. Please select dates and check availability to get the most up to date pricing.

Each rate or hotel/resort package available via the website is subject to individual terms and conditions.

Guaranteed reservations

Online bookings require a valid credit card to guarantee your reservation. Reservations will be held until 11.59pm on day of arrival. Your card will not be charged in advance, unless stated on the rate at the time of booking, and will be held as security for your reservation and utilised for any applicable cancellation or non-arrival fees. Unless an alternative valid card or method of payment is provided upon check-out, this card will be used for all outstanding accommodation and ancillary costs and for any loss or damage to the room during the stay. Advance purchase or prepaid rates will be charged at the time of booking, as marked on the rate description.

Check-in and check-out

A valid credit card will be requested from the occupant of the room when checking in. A bond for incidental charges will be required at check-in. This bond varies between hotels and resorts.

Check-in time is after 2:00pm for Queensland hotels and after 3:00pm for New South Wales hotels. Check-out time is before 11.00am. Early check-ins or late check-outs are subject to availability at the discretion of the hotel/resort and may incur an additional fee.


Payments by credit card will incur a 1% transaction fee reflecting bank charges incurred by the Company for card payments. Fees are subject to change, and applicable fees will be confirmed on check-in. Payments by EFTPOS do not incur transaction fees. Guests may elect to change method of payment on check-out to EFTPOS to avoid these fees. To pay by EFTPOS please swipe your card and ensure you do not tap your card for payment.


Cancellations on flexible guest reservations (example: Daily Rate) are permitted up until 4:00pm on the day prior to arrival. Late cancellations will be charged the first night.

If multiple cancellation terms at the hotel/resort are stated and vary from the above, the most restrictive requirement will be applied.

Terms and conditions apply for cancellation of advance purchase bookings as stated at time of booking and on confirmation emails.

By agreeing to these terms and conditions you acknowledge that unless we come to an alternative arrangement with you or the named guest, then the credit card provided will be used for payment of all accommodation and ancillary costs charged to the room after check-in, for any loss or damage to the room during their stay, and for any cancellation or non-arrival fees.

Force majeure

The Company will not be in breach of this Agreement and will not have any liability to you whatsoever in respect of your booking if it is prevented from complying with any of its obligations under these Terms and Conditions by reason of Force Majeure. “Force Majeure” means any act, event or circumstance beyond the reasonable control of the Company which has a substantial impact on the hotel and/or the tourist and/or hotel industry in the geographical market in which the Hotel operates, which act could include, without limitation, casualties, war, rebellion, revolution, blockades, riots, insurrection, strikes, lockouts, labour or industrial problems, civil unrest, embargoes, domestic or international disturbance, acts of terrorism, outbreak of disease, virus, pandemics or epidemics, world and/or regional health threats, loss or substantial reduction in major airline services, governmental actions or delays, fire, hurricanes, earthquakes, storms, floods, other natural catastrophes or severe weather conditions or acts of God, travel or health advisories, orders or recommendations issued by any relevant government authorities or international bodies or agencies, or damage or destruction of the hotel.

In the event of Force Majeure, the Company has the right to immediately terminate your booking at the hotel and will refund any deposits paid by you as your sole remedy.

No re-sale or promotional use

Products or services obtained from this Site (including vouchers) may not be re-sold, on-supplied or transferred for commercial, consumer or promotional purposes, bundled with other goods and services or used for promotional purposes without the Company’s prior written consent.


All Crystalbrook Collection hotels and resorts are smoke free. Smoking in-room will incur a cleaning fee.

Fire Alarms

In the instance of a guest activating a fire alarm requiring the fire department to be called out, the fire department callout fee will be added to the room charge. Please be mindful with smoke, heat or steam.


To respect other guests’ enjoyment of our properties, Crystalbrook Collection has a no-party policy and reserves the right to evict persons from the hotel/resort.


Guests are liable for any damage to the hotel/resort, caused by themselves or visiting guests.


By booking on you agree to abide by the above booking terms and conditions.