Frequently asked...

Checking in

Check in is available from 2pm NSW time, but can sometimes vary during our busiest times.
The primary guest (whose name is on the booking) is responsible for completing the necessary ID checks, security pre-authorisations and registration documents with us.   Access to a holiday property can’t be provided until all check-in requirements are completed.
You’ll find full details here:

Most check-ins and key collections* are processed at our Kingscliff Accommodation Reception office.
Location: Paradiso Resort – 80 Marine Parade, Kingscliff.
*Guests staying at Cabarita Beachfront Apartments check in onsite at that complex.
Location: 105 Tweed Coast Road, Cabarita Beach. 

Checking out

Check out is 10am NSW time,  and keys are to be returned to our Reception office by 10am.  Extended stays may be pre-arranged with us if available and for a small fee.  A fee may apply for late departures if no prior arrangements are made.

For out of hours departures, a key slot is located next to reception at the Paradiso Resort (and outside Reception at Cabarita Beachfront Apartments for guests of that complex).  Please ensure your vehicles have been moved out of the secure carparks before returning keys/keycards.

Cancellations

Things happen,  we get that …  especially post-COVID!  Please contact us to discuss options for postponing your booking, rather than cancelling it.   However if you must cancel,  the cancellation policy is the same for all properties (even though the booking fee and deposit varies between property types).

If a guest cancels a confirmed booking between one month and two weeks prior to check in, the booking fee is forfeited and the balance of the deposit will be transferred back to the primary guest’s nominated bank account. If a guest cancels a confirmed booking between two weeks and one day prior to check in, the property will be opened to rebook.  If successful, the amount rebooked for will be transferred back to the guest’s nominated bank account. The remainder of any deposit will be forfeited as a cancellation fee.  More information is detailed in our T&Cs.

Parties

Very simple – parties are not permitted.
Our homes are located in beachside neighbourhoods and our apartments are all in multi-dwelling communities. Guests are responsible for ensuring that they do not cause a nuisance to neighbours.  Excessive noise can be a major cause for complaint.  Loud music, televisions and partying that causes excessive noise will not be permitted.

Did you know? Noise pollution is a punishable offence by law. Local Council has imposed curfews throughout the shire for noise in residential areas. This curfew time is 9pm and is strictly enforced.

A breach of the ‘no party policy’ may result in IMMEDIATE CANCELLATION of your booking, with no refund.
A penalty fee of up to $1000 will also apply.   If we require the assistance of a Security Company, the guest will be charged $2000 for their assistance.

Parking

Parking facilities vary between properties. Please check the parking details provided in each property description.

In general however –
Private homes will offer one off-street/driveway space at a minimum.
Most Kingscliff holiday units typically include one off-street/driveway car space.
Resort apartments in Salt/Casuarina offer one complimentary undercover car space.
Cabarita Beachfront Apartments offer one (complimentary) secure undercover* car space.
Sunrise Cove Apartments is located on the waterfront and has NO STREET PARKING.
One allocated secure undercover* car-parking space is available and is charged at time of booking by default ($20 per night).
Paradiso Resort is located in the foreshore precinct and has restricted parking (2 hour limit most days) on the street outside. One allocated secure undercover* car-parking space is available and is charged at time of booking by default ($20 per night).

Undercover/underground car parking spaces are not suitable for the large vehicles that have additional roof racks or storage.

Beds, bedding, linens, essential supplies

The number of bedrooms and the configuration of the beds is detailed on the property descriptions here on our website.
Trundle bed(s) can be pre-arranged and set up for an additional fee.

Sheets, blankets and pillows are provided for all guests – bath towels and linens, too.  Please bring your own beach towels.  Alternatively you may wish to hire them – enquire with our Reception staff.  Pool towels are provided in the resort apartments in Bells Boulevard and Gunnamatta Drive.

On arrival you’ll find a few essentials for your first night’s stay:  tea, coffee, milk, dishwash liquid, L’Occitane toiletries, toilet paper.

Accessibility options

All of our properties are individually owned,  and the accessibility features and building infrastructure (lifts, ramps, lighting etc)  of each home or apartment varies. Some older complexes have multi-storey stairwells for example, which doesn’t suit every guest.

If you have particular accessibility requirements or mobility concerns,  we highly recommend that you contact us prior to locking in a booking, to check on the suitability of a property, and be sure of a safe, comfortable stay.  Support animals are always accepted, by re-arrangement and with appropriate identification.

After hours emergencies
As part of our service as your hosts, we provide a phone contact for after hours emergency support.  This is to provide assistance with emergency situations related to your accommodation, and that require urgent attention  (eg. dangerous plumbing or electrical issues).
If you need our emergency help outside of Reception office hours,  please call 0439 494 488.
Pets
We are animal lovers for sure, however as a general rule pets are not permitted in any of our holiday accommodation unless expressly specified. In this instance an additional $500 hold is also required as security against damage, staining, extra cleaning.

Where a pet animal is found on a premises, the booking will be terminated and guests will be asked to vacate with no refund paid.  Any pest control required because of a pet being permitted onto the property will be charged to the guest.   The guest is fully liable for any damage caused by the pet during their stay.

Support animals are always accepted, by pre-arrangement and with appropriate identification. In very exceptional circumstances we may be able to negotiate with the owners of particular properties to accept a small, well behaved, outdoor animal.   Strict regulations would apply.