BOOKING TERMS & CONDITIONS

TERMS AND CONDITIONS OF CASCADE GARDENS HOLIDAY APARTMENTS

By making a booking with Cascade Gardens Holiday Apartments, you agree to abide by the following Terms and Conditions upon paying your deposit. We strongly recommend that you purchase travel insurance to safeguard your funds in the event that you are unable to travel.

1. TARIFFS

Tariffs are subject to change without prior notice. Cascade Gardens Holiday Apartments (referred to as "the Manager") accepts no responsibility for errors or omissions regarding property descriptions or pricing listed on any advertising platforms or in subsequent communications.

2. BOOKINGS & DEPOSITS

To confirm your booking, a deposit of at least 30% of the total accommodation cost is required must be paid within 3 days of making the reservation. No booking will be confirmed without receipt of this deposit. The remaining balance is due 14 days before your scheduled check-in date, or as specified in your booking confirmation. If the balance is overdue, it will be automatically charged to the credit card provided at the time of booking.

3. CANCELLATIONS & REFUNDS POLICY

  • Cancellations made 30 or more days before arrival: The 30% deposit will be refunded via direct deposit.

  • Cancellations made 15-29 days before arrival: The 30% deposit will be forfeited.

  • Cancellations made 14 days or less before arrival: The full reservation amount will be charged.

  • No-show or early departure: No refund will be issued for failure to check in or for early departures, including in the event of a medical emergency or unforeseen circumstances.

Refunds, when applicable, will be processed within 5-10 business days via direct deposit. Guests must provide the necessary bank details for processing. Please note that the processing time may vary depending on the bank, and we are not responsible for any delays caused by the financial institution.

4. MEDICAL EMERGENCY & FORCE MAJEURE POLICY

In the event of a medical emergency or unforeseen circumstances such as natural disasters, extreme weather, government-imposed travel restrictions, pandemics, or other force majeure events, the following applies:

  • Rescheduling: Guests may reschedule their booking for a future date at no additional cost, subject to availability. In the case of a medical emergency, appropriate documentation (e.g., a doctor's note) may be required.

  • Refunds: If rescheduling is not possible, a partial or full refund may be issued at the discretion of management. Refunds will only be processed via direct deposit.

  • Limitations: No refunds will be provided for early departures after the stay has commenced, including for medical emergencies.

  • Liability: The Manager is not liable for any additional costs incurred due to cancellations or rescheduling, such as travel expenses.

5. TRANSFER OF BOOKING DATE

  • Guests may request to change their booking date once without charge if at least 24 hours' notice is provided before the original check-in date.

  • Subsequent changes to the booking date will incur a $50 fee, subject to availability.

  • Any changes requested within 24 hours of arrival may not be accepted.

6. SECURITY BOND

A pre-authorized security bond will be held on the guest's credit card prior to check-in. This bond is processed via Visa or MasterCard only, and the card must belong to the guest making the booking. The guest must be present during the stay and must collect keys in person at the office.

7. CHECK-IN & CHECK-OUT

  • Check-in times may vary, especially during peak seasons. Please refer to your confirmation email for your specific check-in time.

  • If arriving outside office hours, please contact us in advance to arrange after-hours check-in instructions.

  • Check-out: Check-out is by 10:00 AM. Late check-out will incur a fee of $75 per hour. Keys must be returned to the reception by 10:00 AM on the day of departure.

8. AFTER-HOURS CALL-OUTS

After-hours emergency call-out service is available; however, a call-out fee of $150 will apply for non-urgent matters (e.g., lockouts). A $45 fee applies for non-urgent requests made outside business hours that could have waited until the office opens.

9. NUMBER OF GUESTS

  • The number of guests must not exceed the number of beds provided or the number of guests agreed upon at the time of booking.

  • We do not accept bookings for individuals under 18 years old unless agreed upon prior to booking. Occupants under the age of 18 must be accompanied by a parent or guardian.

10. LINEN & TOWELS

Linen, including sheets, bath towels, pillowcases, tea towels, and bathmats, is provided and included in the tariff. Beds will be made up prior to your arrival.
Guests are required to bring their own beach/pool towels. Alternatively, pool towels are available for hire at $8.00 per towel. Bath towels are not permitted for use at the pool or beach and must not be removed from the property.

11. EXCESS CLEANING

Guests are expected to leave the property in a clean and tidy condition, including:

  • Washing up and cleaning kitchenware

  • Wiping down bathroom and kitchen counters

  • Cleaning the BBQ (if applicable)

  • Removing all rubbish and placing it in the appropriate bins

An additional charge will apply for excessive cleaning, including the removal of food scraps, unwashed kitchenware, and dirty BBQs. If professional cleaning, such as carpet cleaning, is required, a minimum $120 surcharge will apply.

12. BBQ RESPONSIBILITY

If a BBQ is provided, guests are responsible for cleaning it. If the BBQ gas runs out, guests can replace the gas cylinder at a local Swap N Go station in Surfers Paradise and will be reimbursed for the cost upon presentation of the receipt during office hours.

13. GARBAGE DISPOSAL

Guests are responsible for disposing of general waste and recycling in the bins located in the underground carpark.

14. PETS

Pets are not permitted under local health regulations and the Body Corporate rules. If a pet is found or reported on the property, this will constitute a breach of these Terms and Conditions, and the guest will be liable for the costs of fumigation.

15. SMOKING

All properties are non-smoking. Smoking inside the premises is strictly prohibited, and failure to comply will result in an additional cleaning fee for smoke contamination.

16. KEYS & REMOTES

Guests are responsible for the cost of replacing lost or damaged keys, remotes, or alarm fobs. A $150 after-hours call-out fee applies if keys are lost or left in the property outside business hours.

17. FUNCTIONS & PARTIES

Accommodation is for residential purposes only. Functions, parties, or gatherings are strictly prohibited. Breach of this policy will result in the immediate termination of your stay without refund.

18. MAINTENANCE

Any maintenance or repair requirements reported by guests will be addressed as promptly as possible. In some cases, immediate repairs may be delayed (e.g., awaiting parts or unavailable tradespeople). Guests must allow access to tradespeople for necessary repairs. If a service call is made for an issue that is found to be non-existent, the guest will be responsible for any service fees.

19. BEHAVIOUR & NOISE

Guests and their invitees must not cause disturbance to neighbours or other residents. Failure to comply with this requirement will result in the termination of the stay without a refund.

20. PERSONAL PROPERTY & LOST ITEMS

The Manager and/or property owners are not responsible for any loss or damage to personal property. If items are left behind, a fee of $15 plus postage will apply for their return.

21. DAMAGE & BREAKAGES

Guests are responsible for the repair or replacement of any damage to the property or breakages occurring during their stay, regardless of the cause.

22. INSPECTIONS

The Manager reserves the right to inspect the property during the guest’s stay, with or without notice.

23. CIRCUMSTANCES BEYOND THE CONTROL OF THE MANAGER AND/OR OWNER

The Manager and/or property owner will not be liable for any loss, inconvenience, or damage caused by circumstances beyond their control (e.g., nearby construction, natural disasters, external noise). In such cases, the Manager will attempt to find suitable alternative accommodation, but no refunds will be provided.

24. BODY CORPORATE RULES & REGULATIONS

Guests must adhere to the Body Corporate Rules and Regulations. Any breach of these rules constitutes a breach of the Terms and Conditions and may result in penalties or termination of stay.

25. INJURY & LOSS

Neither the Manager nor the property owner will be held liable for injury, loss, or damage sustained by guests or their invitees, unless the loss or damage arises from the deliberate actions or negligence of the Manager or owner.

26. TERMINATION OF STAY

The Manager reserves the right to terminate the stay without refund if the guest or their invitees breach any of these Terms and Conditions.

27. PROOF OF IDENTIFICATION

Guests must provide valid proof of identification (e.g., passport, driver’s license) upon check-in