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Southern Cross Burleigh Heads

Terms & Conditions

Please read our latest COVID-19 update

We look forward to seeing you and hope you have a wonderful holiday. If you require any further information or assistance, please do not hesitate to contact us by email to mail@sca.net.au or by telephone on (07) 5535 3266.

RECEPTION HOURS:
Monday – Friday: 8.30 am – 4.30 pm
Saturday & Public Holidays: 8.30 am – 12.30 pm
Sunday: Closed

REQUEST POLICY:
While every endeavour will be made to fulfil your room requests, we cannot guarantee in case of circumstances beyond our control. We will do our best to secure your preferred unit at time of booking, but cannot be guaranteed, that the particular apartment will be available on a day of arrival. Each booking is allocated the most appropriate apartment available at the time of finalising the booking on a day of arrival.

Bookings are held subject to the apartment owners’ approval and whilst we use our best endeavours to offer alternate accommodation if the owner withdraws their apartment, the Office of Fair Trading does not prevent an owner from withdrawing a property that is subject to a confirmed booking.

TARIFF
Please note the tariff charged is for the number of persons specified at the time of booking.

Extra guests are $35 per person per night.
All accommodation charges must be paid in full on arrival unless special prior arrangements are made.

OCCUPANCY
Please check room occupancies carefully. Each room has a max occupancy limit due to Fire and Body Corporate regulations.
Each person included in the occupancy is required to have an appropriate bedding option.
Additional bedding must be pre ordered if required, however must not exceed the maximum bedding conditions of the room type. Charges apply for additional bedding.

CHECK-IN TIME:
Check in time is 2.00 pm. If you are arriving outside office hours, PLEASE give us a call so alternative arrangements can be made.

CHECK IN PROCEDURES:
All guests are required to show a valid credit card and a photo identification (current driver’s license or passport) at check-in to ensure that your identity matches the booking identity.

All guests under the age of 18 years must be accompanied by a parent/guardian. The property has the right to refuse any booking when the legal guardian over 18 cannot provide a current photo ID or proof of guardianship if requested upon check-in.

Please note that all guests are required to provide an AUD 200 credit card pre-authorisation for the security bond on arrival. Credit card must be valid and belong to the person who is registering. This deposit is fully refundable within 14 days after check-out as long as there has been no damage to the property.

If no valid credit card available at check in, a $200 cash security bond is required and it is fully refundable upon check-out and subject to a damage inspection of the accommodation.

CHECK-OUT TIME
Check out time is 10.00 am. If you desire late checkout, please discuss with reception one day prior to departure (charges apply).

CHECK-OUT PROCEDURES:
All charges are settled daily and processed to the credit card on file.
Guests are able to check out via the reception office from 8:30 am – 10 am or prior to office hours depositing the key through the key return slot in the reception door.
Any breakages are to be discussed with our Reception Team prior to departure.

EARLY DEPARTURE:
We regret no refund is available should you choose an early departure.

DEPOSITS:
Low and Mid seasons: $200
High season: $500
1 month & longer stay: 1 week price of full amount
1 night stay: Full amount
If you used a third party (such as Expedia, Agoda, Booking.com, etc.) for your reservation please see their payment/deposit policies on their websites. Specials: as specified in promotions.

A booking that has not been confirmed by a deposit being paid is not guaranteed.

CANCELLATION POLICY
Low and Mid seasons: FREE CANCELLATION with more than 2 weeks’ notice before your check in date.
High Season: FREE CANCELLATION with more than 4 weeks’ notice before your check in date.
Specials: as specified in promotions.
Any modifications are subject to availability. Date change must be within a 12-month period of initial booking. Extra tariff may apply due to different seasons.
All modifications/cancellations must be provided by written notice or by e-mail: mail@sca.net.au
If you used third party (such as Expedia, Booking.com, etc.) for your reservation you must contact them regarding your cancellation or modification.
If you cancel your booking without the correct notice, there is NO REFUND on your deposit.

NO REFUND will be given for no show or early departure.
No show will be subject to a 100% cancellation fee.
Cancellation during and after check-in day will be subject to a 100% cancellation fee.
Refunds cannot be made for bookings cancelled due to inclement weather or illness.

PAYMENTS
We accept only Visa, Mastercard & Eftpos.
Please be advised that there is a 1.54% incl. GST surcharge for all transactions made by Visa and MasterCard.
Eftpos cards or cash do not attract a fee.
If you wish to pay by direct transfer, this must be done a minimum of 72 hours before arrival date to allow time to show on our Trust Account Statement. Direct transfers do not attract a fee.
Please note that full payment is required upon arrival. If you are planning a late check-in, please note that the balance will be taken from your credit card on the day of arrival prior to providing you keys for the apartment.

COMPLIMENTARY ITEMS
We provide a small welcome pack of tea, coffee, sugar, milk and toilet paper for your arrival but additional items such as salt, drinks, food, etc. will need to be purchased. We have a few items at Reception for sale and we also hire beach towels, porta cots, high chairs, body boards and golf clubs. There is a convenience store around the corner in Second Avenue or supermarkets close by.
Foxtel, Wi-Fi and resort facilities are considered as complimentary inclusions and hence offer no monetary value to the rate. These inclusions may not be dissected, removed, exchanged, refunded or redeemed for cash, even in the event of product or equipment failure, services not provided or utilised.

LINEN PROVIDED:
All linen for use in the apartment is supplied excluding face washers & hand towels due to hygiene concerns. Pool Towels are not included but are available to be hired at reception. Bath towels are not allowed to leave the units or go to the pools. If fresh towels are required, an extra charge may apply.

ROOM SERVICES:
We do not provide daily servicing or full amenities. Weekly service is provided for bookings of 14 nights or more. Additional room services are available and will incur an incidental charge.

INTERNET/Wi-Fi CONNECTION
Free Wi-Fi connection is available in every apartment and by the swimming pool area. Username and password will be provided on the day of arrival.

LOST/MISPLACED KEYS & CHARGES
It is the guests’ responsibility to ensure that all keys and fobs are returned on check out or you will be liable for replacement cost. Management reserves the right to charge callout fees for lockouts after office hours.

VACATING THE ROOM:
It is expected on vacating your unit that any furniture, cutlery, dishes moved during your stay is returned to their original room and location.
On departure apartments should be left in a clean state with dishes loaded into the dishwasher and rubbish removed. There is a rubbish refuse room on every level where you will find a rubbish chute and a bin for recycling. An additional charge will be imposed if apartments are not left in a reasonable state on departure. Guests will be responsible for payment of any damages/loss to the apartment and its contents.

BALCONIES
Please do not place towels or other articles over the external railings as this is in breach of the Body Corporate By-laws.

UNACCEPTABLE BEHAVIOUR:
We believe at Southern Cross Apartments all guests have the right to enjoy their stay. The following Terms & Conditions are put in place to ensure the rights of all guests are adhered to.

NOISE POLICY:
Quiet time 10 pm to 7 am. We ask that any visitors to your accommodation leave by 10 pm, and any excessive noise, parties or family gatherings must cease by this time. We also ask the morning noise is kept to a minimum before 7am. Inappropriate noise, language & behaviour will not be tolerated at any time of the day. A management callout fee $100 per callout, applies in response to complaints made by other guests and guests may be evicted if noise, inappropriate language & behaviour continues. No refund will apply.

By way of illustration the following behaviours are unacceptable:
• Intoxication, bad language or unsavoury behaviour;
• Throwing anything from or climbing over apartment balconies;
• Bringing visitors back to apartments between 10pm and 7am;
• Loud music in unit or pool area;
• Dangerous behaviour on the property or pool area;
• Wilful damage of Southern Cross Apartments property;
• Any incident for which police or security are called;
• Any behaviour posing a safety threat to staff, residents or other guests;
• Ignoring the warning that behaviour is in breach of this policy.

SMOKING POLICY:
• All apartments & our pool area are strictly non-smoking.
• Smoking on the balcony of your unit is permitted as long as it does not interfere with the enjoyment of surrounding guests.
• Excessive smoking resulting in complaints to our Reception Team by surrounding guests, will result in smokers being asked to move to another location or off site.
• Extra charges may apply if unit is required to be treated to remove any smoking smells.
• Please dispose of your cigarette butts in the appropriate outside bins and not in the bins in the rooms or discarded in our gardens or carpark area.

Management reserves the right to inspect the apartment at any time with reasonable notice and at any time without notice if Management feels there has been a breach of conditions.

SWIMMING POOL:
Pool users are required to abide by the pool rules, NO GLASS & NO SMOKING in the pool area is allowed.

LEFT BEHIND PROPERTIES
The Residential Tenancies Act 1994 doesn’t apply to holiday letting. We are not responsible for your lost property or properties left behind. If you have any concerns about your items left behind you must notify us as soon as possible. To return the property your valid credit card will be charged the amount of handling cost of $30 plus cost of postage & packaging. Unclaimed properties will be disposed of in 1 week as we don’t have storage to keep your items.

NO PETS:
No pets are allowed on site, in vehicles or in holiday rooms. Immediate eviction applies to guests concealing a pet.

CAR PARKING IN THE BASEMENT
Every apartment has one allocated car space that corresponds with your apartment number. Guests must only park in the numbered designated space. The basement car park is on security lock 24 hours per day. The car park clearance is 2.1 m.

TRAVEL INSURANCE:
We strongly recommend Travel Insurance for all of those unexpected events leading to last minute cancellation.
SICKNESS AND FAMILY CRISIS:
We strongly recommend Travel Insurance as although we are sympathetic to unforeseen crisis there are times, we are unable to change our policies. Any options made available in these cases are at the discretion of the management of Southern Cross Beachfront Holiday Apartments.

QLD FIRE AND RESCUE FEE:
Guests are responsible for any fees due to services attending a smoke alarm call out caused by careless or inattentive actions.

FORCE MAJEURE:
We will not be in breach of the agreement or any way liable to any party, if it is prevented from complying with this agreement by reason of act of God, act of public enemy, act of terrorism, war, earthquake, riot, explosion, compliance and with any law or government restraint order, rule regulations, strikes, lockouts or any other cause not reasonably within the control of Southern Cross Apartments. We will not be liable for any loss of any kind whatsoever.

PRIVACY POLICY:
In all of your dealings with Southern Cross Beachfront Holiday Apartments your privacy is protected by our Privacy Policy.
We will not give your information to anybody outside of Southern Cross Apartments.
We will keep only the information required to keep you informed of any offers that may be of interest to you.
We will keep all information required by law and regulation.
Your Credit Card details are required to process payment and to be held on file for security until the conclusion of your stay.
Please email mail@sca.net.au if you have any concerns.

COVID-19 INFORMATION.

Please read our latest COVID-19 update.

We look forward to seeing you and hope you have a wonderful holiday. If you require any further information or assistance, please do not hesitate to contact us by email to mail@sca.net.au or by telephone on (07) 5535 3266.