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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.


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 on the resorts direct website or via phone or email directly with our call centre team please contact our reservations team by emailing
  • If you have booked via an agent or partner website such as Flight Centre, Expedia, 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.

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.

While we love our furry friends, for the safety and comfort of all our guests, pets are not allowed.   In support of all abilities QLD and providing a resort that caters to all, we do welcome certified guide dogs, hearing dogs and assistance dogs provided a copy of the approved handlers identity card is emailed to our team prior to arrival.  The certified dog must remain under the handlers control at all times, be wearing their approved coat or harness and cannot be left unattended in rooms. 

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 at a rate of $20 per space per day. 

Bookings prior to arrival are essential as spaces are limited and often sell out in advance.   If our onsite undercover car-park is full the closest public car-park is open air and located 450metres away on the corner of Cypress Avenue.  Charges are available as hourly, daily or weekly and payment is via their app or onsite parking metres.

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.

Our rooms are all hotel style and do not include kitchens or cooking appliances. Some rooms do include a microwave and toaster otherwise we do have a BBQ area located behind our large waterpark which is complimentary for all guests.  We also offer a range of onsite bar and dining outlets with menus to suit most tastes and budgets.  

It is against Queensland Fire & Safety regulations to utilise unauthorised cooking equipment except for the equipment installed or provided by the Hotel.  The use of cooking equipment brought in by guests such as a sandwich press, slow cooker, gas cooker and outdoor BBQ's are prohibited in guest rooms or balconies. Use of this equipment within the resort is exceptionally dangerous putting the lives of hundreds of our guests at risk.  For everyone’s safety, we have both thermal and smoke detectors installed in every room. When a detector is activated from smoke or heat, the local Fire Brigade are automatically dispatched at a flat fee of $3000 to the business which will be passed onto the guest.

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 and Dusty's Digs.

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 such as bacon and eggs or pancakes can be added on for a fee.  To view our current menu click here

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 when you book direct include one complimentary Kids Club session per child 0-12years to use throughout your stay.  Your complimentary code will be issued to you upon arrival at the resort however you can view our session times and book additional sessions online here.

If you would prefer in-room babysitting or care outside of these hours, please see the staff in Kids Club 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

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 'skip the queue' and order your meals online from any of our bar and dining outlets.  Take it back to your room or enjoy down by the pool.  Simply place your order and you will receive a notification when its ready to collect.  Order now > 

Our guest laundry facilities are located in the lower level of the resort next to our Junior Kids Club. Washing or Drying is currently $5 per load and all machines are cashless and payable by credit or debit card. You can access the laundry 24 hours using your room key.  

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 and pool are heated to a maximum of 24°C and the spa to a maximum of 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.


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.