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.
Paradise Resort and all outlets (excluding Splashes Resort Shop) are cashless. The cost of your stay including your accommodation, purchase of food & beverage and resort activities can be paid via a credit or debit card as you go as room charge is not available.
Cash is accepted at Splashes Resort Shop. $100 gift cards are available for purchase from Splashes and can be used at any outlet accepting eftpos.
We accept:
Fees and charges:
Amendments may be possible depending on the Terms and Conditions of the package in which you have booked.
If you discover a lower price within 48 hours of booking, we’ll match it! Click here to view our eligibility criteria and submit a request.
If you did not make your booking together please contact our team and provide the full name and confirmation number used for each friends booking. If all friends and family have booked the same room type ie; you have all booked a Resort Room, we can place a request to be close to one another. Keep in mind, our standard, superior and deluxe rooms are all located in different wings of the resort so adjoining requests in different room types will not be possible. Click here to view our Resort Map to see where each wing is located.
You would hate to leave home without the key essentials for the ultimate family holiday! We have created a downloadable checklist for you and the family to tick off before you hit the road to Paradise Resort.
Our Reception is open 24hours a day so no matter what time you arrive our friendly team will be available to greet you. Please be aware that your room will not be ready until 2pm so if you arrive before 2pm you are welcome to store your luggage at our reception desk and enjoy all of our wonderful facilities. We suggest you pack an overnight bag with your swimmers and towel so they are easier to get to.
Should you wish to delay your departure, please contact reception the morning of departure as late check-outs are subject to availability and will incur a fee.
Our rooms are all hotel style and do not include kitchens or cooking appliances. Some rooms do include a microwave and toaster otherwise we 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. You can view the menus and order online here.
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.
Complimentary Wi-Fi is available throughout the resort however during periods of high demand you may experience some temporary slowdowns or intermittent connectivity if all guests are online. While we do provide Wi-Fi as a convenience, we encourage our guests to unplug, unwind, and disconnect from the digital world.
As part of our green and clean initiative, we have eliminated single-use toiletries and provide eco-friendly dispensers. These are replenished daily as part of our daily housekeeping service and includes:
For your own security, please ensure you lock and bolt all security screens and doors on departure from your room, as we do not accept responsibility for stolen items. We strongly urge you to place any cash, jewellery, laptops, computers or other valuables in the complimentary safety deposit boxes at reception or in your own in-room safe if you are located in a Dustys Deluxe Room.
If you booked direct with the resort your voucher code is typically emailed to you 7 days prior to your arrival otherwise it will be issued to you upon arrival.
As part of our direct booking perks, all guests who book direct with our resort will recieve one complimentary session per child to use throughout their stay. If you have booked via a travel agent or 3rd party website Kids Club is not included (unless otherwise specified) so always check your package inclusions before making a booking.
Yes. If you would like to keep your children together you can do so by booking them into the younger age group. This is because we have specifically designed programs that are structured for the specific age groups to ensure safety and maximum enjoyment.
When you book directly with the resort you will receive 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).
Our Kids Club caters for children as young as 6weeks to 12 years and our Teen Club caters for children 13-17years.
After signing your child in, you are welcome to stay and settle your child for the first 5-10 minutes. Our staff take 15 minutes to explain what’s happening so the Kids Club can run safely and be an amazing experience for your child. Keep in mind that while you can leave the resort for a well-earned break, we do ask that you remain contactable via the mobile number you provided at the time of booking and be able to collect your cherubs within 30 minutes.
Our Lagoon Pool and 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.
7am to 9pm daily.
9am-5pm daily (extended during the summer months).
*Use of the Waterparks is strictly limited to resort guests only. For information on where your visiting friends and family can join you refer to our visitors policy.
Paradise Resort’s entertainent team aka 'Captain’s Crew' will be in the water park during opening hours; however they are not lifeguards, parents need to supervise their children at all times inside this area.
Pool towels are not provided. If you forget to pack yours they are available for purchase at Splashes Boutique and Mini Mart. Our bath towels may not be used for pools, beaches or taken away from the resort.
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.
Yes, we have a total of 5 accessible rooms located in our accommodation wing called 'Dustys Deluxe'. You can view more information on this link
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. We endeavor to keep our guests as up to date as possible with any planned works and will post regular updates on our maintenance page.
In an effort to create a happier, healthier place for both our staff and guests, Paradise Resort is proudly 100% smoke-free. Smoking (including vapes, 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.
A cardio gym is located on the lower ground level next door to the Kids Club. It is equipped with a treadmill, bike, rowing machine, fit balls and yoga mats and open 24 hours for your added convenience. Access is free of charge and available to hotel guests only, children are not permitted.
Our kids club, waterpark, pool, and all facilities and activities hosted or located within the central pool areas are for the exclusive use of registered guests staying at Paradise Resort. Visitors are not permitted in these areas. All guests staying at the resort will be issued with a guest identification wristband on arrival and must be wearing the wristband for entry into these areas.
Visitors are welcome to join you (our registered guests) in using our food and beverage outlets and can purchase tickets for any other activity and attraction located outside of the pool area. This includes the ice-skating rink, train ride, pamper parlour and more. Visitors are classed as family or friends not registered to the booking, who are visiting for short periods of time and not staying overnight.
Additionally, for the comfort and enjoyment of all our guests we request that noise between the hours of 10pm and 7am be of low volume to prevent disturbing fellow holiday makers. Drunk or disorderly, aggressive, unruly, or threatening behaviour of any nature will not be tolerated.
Damage to rooms or any other part of the property will incur a fee reflective of the damage to be repaired.
We kindly ask all guests to treat their rooms and our property with care and respect. If a room is left in a condition deemed inappropriate by the Resort’s Management Team or damage is made to our property, we reserve the right to take necessary action, which may include terminating your stay and/or charging the guest for additional cleaning or repairs.
Circumstances where this may apply includes:
Fees:
We appreciate your understanding and cooperation in helping us maintain a safe, clean, and welcoming environment for all our guests.
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
We are a 3 minute walk to Surfers Paradise Beach and 2 minutes to Nerang River
The Surfers Paradise North Station is located 300metres away and stretches from Helensvale, past Griffith University and the University Hospital, through Southport and on to Surfers Paradise and Broadbeach.
To plan your journey visit Translink.com.au
The Gold Coast University Hospital is in Southport which is approximately 15 minutes drive or 5 stops on the tram.
1 Hospital Blvd, Southport QLD 4215
Chempro Chemist in Surfers Paradise is open 24 hours and a 10min walk.
Shop 16, 17/3197 Surfers Paradise Blvd
Surfers Paradise QLD 4217
Open 24hs
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! Contact Us!
We do not hold a bond or security deposit however the person checking in will need to present a valid photo identification such as a driver's licence or passport; and a valid credit or debit card that matches the name of the booking otherwise check-in will not be allowed.
Transfer options from either Gold Coast Airport (Coolangatta) or Brisbane Airport include taxis, coaches, uber and more. 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 Tours, Tickets & Transfers
Our address is 122 Ferny Avenue, Surfers Paradise, QLD.
We provide luggage trolleys at our front entry to assist you with getting luggage to your room. If you need our team to assist please let our team know and they would be happy to help.
Our guest rooms are equipped to take 240 volt appliances. Adaptors can be purchased from Splashes Boutique & Mini Mart.
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.
Yes, if consuming in your room however it cannot be consumed in public areas, or brought in to any of our food and beverage outlets. For safety, no glass allowed by poolside.
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 to take back to your room or enjoy by the pool. Simply place your order and you will receive a notification when its ready to collect. Order now
We are a low rise resort with 3 levels and have 360 rooms spread across 4 accommodation wings. They are named after our resort mascots and each called
All rooms are serviced Monday to Saturday and refreshed with fresh towels, beds made and any rubbish removed. To reduce our impact on the environment, we only change bed linen every 4th day (or upon request) and only replace towels when they are not hanging on the rack. Our 'Sunday Sleep In initiative' also gives you the option of sleeping in with no disruption. Rooms will only be serviced upon request on Sundays. You will be required to contact reception before 8.00 pm Saturday evening to schedule the service.
Our rooms have individually controlled air-conditioning units that can cool or heat. If you are not from Queensland, we understand the humidity throughout Summer can be hard to handle, but do not set the temperature below 22º degrees as the units will freeze up. As part of our ‘clean and green environmental initiatives’ the air-conditioning within our new Dusty’s Deluxe Rooms automatically shut off if any windows or doors are left open.
Yes, you can book your kids into any session after 12:00pm on your arrival day and before 12:00pm on your departure day. Bookings can be made online in advance. For daily session times and more information about our Kids Club or Teens Club visit our Kids Club page.
We have 3 x accessible spaces located in our onsite undercover car-park. They are 2780mm x 5400mm. For more information about our onsite parking click here.
Our guest laundry facilities are located in the lower level of the resort next to the Games Room. 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.
Gold Coast After Hours Doctor
125 Nerang Street, Southport QLD 4215
Mon to Fri: 6pm – 8am
Sat & Sun: 24hrs
Walk ins, all patients
