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FAQ
Everything you need to know

How can we make your holiday more enjoyable?

We have summarised some of the frequently asked questions asked by our guests before, during and after their stay to ensure your holiday planning is as smooth as possible. If you’ve got a question and can’t find your answer here please send us an email and our team will be happy to help.

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Frequently Asked Questions
Before you arrive...

Check-in time is from 2 pm

Our Reception is open 24hours a day. If you arrive before 2 pm you are welcome to store your luggage at our reception desk and enjoy all of our wonderful facilities prior to check-in time and on the day of check out.

Check out time is before 10 am

Should you wish to delay your departure, please contact reception the morning of departure as late check-outs are subject to availability and may incur a fee.

Amendments may be possible depending on the Terms and Conditions of the package in which you have booked.

  • If you have booked online direct via our website you can manage your booking by clicking here.
  • If you have booked via phone or email directly with our call centre team please contact our reservations team by emailing book@paradiseresort.com.au
  • If you have booked via an agent or partner website such as Flight Centre, Expedia, Booking.com etc you will need to contact them directly

Our address is: 122 Ferny Avenue, Surfers Paradise QLD 4217

Do you provide airport transfers?

Transfer options from either Gold Coast Airport (Coolangatta) or Brisbane Airports include taxis, coaches or even a fire truck. Drive time by car from Gold Coast Airport (Coolangatta) is approximately 40-50minutes, and from Brisbane is 70-90minutes, however, coach transfer times vary depending on the number of passenger drop-offs.  Bookings for airport transfers must be made at least 48 hours prior to arrival/departure and can be booked online through our tours and attractions page.

To help make your holiday complete, the team at Paradise Resort Gold Coast have partnered with Experience Oz to bring you the best day tours, attractions, activities, theme park tickets, water sports and things to do on the Gold Coast - with the best price guarantee and NO booking fees! Click here to view all of the amazing tickets, tours and attractions available on the Gold Coast and surrounds.

Yes, you can book your kids into the evening session on your arrival day and the morning session of your departure day.

Bookings can be made online in advance. For daily session times and more information about our Kids Club visit our Kids Club page.

Whether you’re flying or driving deciding what to pack for your holiday can sometimes be stressful but you can leave the kitchen sink at home (and half of the kid’s toys) because we’ve got fairy godmothers (aka housekeepers who will take care of your room) and so many toys (aka Waterparks, jungle gyms, Kids Clubs, games room, ice-skating rink and so much more) that the kids won’t know what to play with first.

So to makes things a bit easier here’s a list of the top 10 things to pack;

  1. Socks for Ice Skating at Planet Chill, Astro says these are essential!
  2. Closed in shoes for younger skaters at Planet Chill, the smallest size Astro has is a Junior 12, however, he has special skates for younger skaters.
  3. Beach Towels, if you are low on space, bring your sarong or you can find Dusty, Astro, Cleo or Captain towels for purchase in the resort shop.
  4. Smartphone and charger (or your camera) - Cleo says selfies are a must! And don't forget to tag #paradiseresortgc and check in on Facebook.
  5. Fancy dress costume for Fancy Dress Friday.
  6. Swimmers and sunscreen are a must to ensure you are ready to race on down our waterslides.
  7. Theme Park Tickets, you can book your here.
  8. Medications - asthma sprays, Epi-pens and any medical action plans for our Kids Club team.
  9. Favourite book to read in your quiet time whilst the kids are enjoying Zone 4 Kids.
  10. Your biggest smile because guess what, you are about to go on holidays!
    If you've forgotten anything you can visit our Mini-Mart which stocks a range of things you can buy or hire to make that load a little lighter.

The Gold Coast is renowned for being Australia's favourite playground as there are so many things to see and do. Click here for some of the local attractions close to Paradise Resort Gold Coast.

During your stay...

In an effort to create a happier, healthier place for both our staff and guests, Paradise Resort is proudly 100% smoke-free.  

Smoking (including electronic cigarettes and shishas) are not permitted anywhere within the property and government regulations prevent smoking in all public areas or within 5 metres of a building entrance. Smoking in rooms will incur a $500 deodorising charge.

An undercover car-park is located at the resort and offered at a rate of $20 per space per day. 

With limited spaces we highly recommend pre-booking.  The height of the undercover car park is 2.0 metres. The majority of four-wheel drives are under this measurement, however, remember to take in to account your roof rack if you have got one fitted to your vehicle.

If the car-park is full the closest public car-park is approximately 600metres away on the corner of Cypress Avenue, charges are hourly. Click here to visit their website

Our facilities, excluding the ice-skating rink and our food and beverage outlets, are for the exclusive use of Paradise Resort in-house guests. Visitors are not permitted in any other area.  All guests of Paradise Resort will be issued with a guest identification wristband on arrival. The wristband is a requirement of entry to the waterpark, kids club and resort activities.

Wireless internet is available complimentary in most public areas of the resort and in guest rooms located in Captains Quarters.

A cardio gym is located onsite equipped with a treadmill, bike, rowing machine, fit balls and yoga mats. Open 24 hours for your added convenience and free of charge for use by hotel guests only. Children are not permitted in the gym.

A continental breakfast is traditionally a selection of cold items, not a hot buffet. Our breakfast buffet includes a selection of juices, yoghurts, cereals, fresh and preserved fruit, breakfast cakes, croissants, toast and preserves, tea, coffee and milk. Hot al-a-carte options are also available from a menu in The Bistro and the Poolside Café.

The games room is an unsupervised area with coin-operated arcade-style and challenge machines. Open daily from 8:30 am to 8:30 pm.  A money change machine is located in the resort’s lobby or you can see our friendly staff at reception.

Many of our packages include one complimentary session (up to 4 hours) of fully supervised care in our Zone 4 Kids Club per child 0-12years per day of your stay and offer a range of sessions from 8 am – 8 pm daily (and until 10:30 pm on selected days). You can view our session times and book online here.

If you would prefer in-room babysitting or care outside of these hours, please see the staff at reception for prices and more information. Please allow 4 hours notice (subject to availability).

The entire resort is wheelchair friendly with easy access elevators, ramps and extra-wide hallways. For enquiries on our wheelchair friendly styled rooms, please contact our reservations team at book@paradiseresort.com.au

Rooms are serviced Monday to Saturday. Our Sunday Sleep In initiative gives you the option of sleeping in with no disruption. Rooms are serviced by request only on Sundays. You will be required to contact reception before 8.00 pm Saturday evening to schedule the service.

We don’t provide room service however you can order takeaway meals from the Poolside Cafe & Bar to enjoy poolside or take back to your room. For more info head here.

Coin operated laundry facilities are located in the lower level of the resort. Washing or Drying is currently $5 per load. You can access the laundry 24 hours using your room key.  A money change machine is located in the resort’s lobby or you can see our friendly staff at reception.

Pool towels are available for purchase at nominal costs from the Splashes Mini Mart. Our bath towels may not be used for pools, beaches or taken away from the resort.

The Lagoon pool and spa are open from 7am to 9pm daily.

The water parks are open between 9am- 4pm (extended until 5.30pm during the Summer months).

*Please note the junior waterpark (0-5yrs) is closed daily between 12pm-2pm. Use of the Waterparks and resort facilities is strictly limited to in-house guests only.  Visit here for more information.

The lagoon pool, spa and both waterparks are heated year-round however keep in mind they are still outdoor so it can be cold during the Winter months when getting in and out. The Waterparks are heated to 25°C, Pool to 27°C and both spas to 38°C but can fluctuate slightly depending on the outside temperature.

Our guest rooms are equipped to take 240 volt appliances. Adaptors are available from reception, a deposit will apply. Our Superior and Deluxe Rooms are equipped with HDMI and USB ports to suit most electronic devices. If you have left your cable behind we have a range available for sale in the Mini-Mart.

General

For the safety and wellbeing of our guests’ regular maintenance is required on our facilities and we therefore cannot guarantee our attractions will be operating 12 months of the year.  Whilst we endeavour to provide reasonable notice of any planned works both on our website and social media pages, the safety of our guests is paramount and any closure will be at our discretion. No refunds will be given due to closures or failure to notify of closures. 

Our team follow a range of sustainable guidelines and eco-friendly initiatives which are explained here.

Our customer service team are available to answer all your pre-arrival questions and make suggestions to ensure planning your holiday is as relaxing and fun as it will be when you arrive! 

Email your questions through or send us a Facebook message and one of our friendly staff will respond.