DROP OFF AND PICK UP
What happens when we drop off our kids?
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.
Can we expect the same services that we get from our child care centre?
No, the Kids Zone is not a child care centre. Whilst our staff are very capable of providing activities and entertaining your children we are not a qualified child care centre. Therefore should your child become distressed or ask for you we will contact you for collection. All staff do hold a Blue Card, First Aid certificate and are CPR certified.
Does our child have to stay for the whole session?
No, you can drop off or collect your child at any time, however, if your child has booked a meal, they are served at 12pm, 5pm and 7pm and will not be served after the designated meal times.
Can my child sign themselves out?
If your child is over 10 years of age, once you have completed the online booking and checked them in for their first visit, they are able to sign themselves out of the Kids Club unless you advise our staff otherwise. Children under 10 years of age must be collected by a parent or guardian.
KIDS ZONE JUNIOR
What happens if my child doesn’t want to participate in all activities in Z4K Junior?
We will provide opportunities for your child to participate in all activities but at no time will we force them to join in.
What happens when our kids in the Z4K Junior get upset?
If your child is upset or distressed our staff will do everything to settle your child. This may involve taking your child outside to play, to Coral Cove to watch a movie or popping your child into a pram as this is something that is universal to every child and usually helps with the settling process. If we are unable to settle your child within 30 minutes (in any of our age groups) we will call you to come and collect your child and you are welcome to call us at any time to see how your little ones are doing. Just remember no news from us is good
news! We are not able to guarantee that all children will be comfortable with staying for the 4 hour session.
My child is not toilet trained, what is the process to ensure they are kept clean?
Children 3-12 years must be toilet trained or they will not be able to attend. For children 0-2 years in Zone 4 Kids we regularly check and record nappy changing, feeding times and sleep times during every session. However whilst staff follow rigid procedures to immediately respond to each child’s needs accidents do happen and sometimes there can be a small time delay.
What activities can they expect to be doing?
Each session is themed and has different activities, craft and games. Many of these activities are run by the Holiday Heroes who enjoy the activities just as much as the children. More craft opportunities are available in the morning session as the evening session is more structured for large groups. See our daily activity sheet at the Kids Club for a full list of activities.
Are the sessions fully structured or is there an opportunity for the kids to do their own thing?
Free play is generally quite limited, unless we have a low volume of children in the session, as we find that having a structured program maintains an entertaining atmosphere.
My children are in separate age groups, can I put them all together?
We are unable to provide this as we have specially designed programs that are structured for the specific age groups to ensure safety and maximum enjoyment.
I’m entitled to one complimentary session per child per STAY, however the online booking form is showing me there is a charge?
Pricing displayed is the normal cost of each session. You can select either session 2 OR 4 as your complimentary session and provided this is the only session booked that day there will be no charge. If you choose to book additional sessions then the charge shown for those sessions will apply.
What if I need to cancel my booking or cannot arrive at the start of the session? It is imperative that you contact us prior to your scheduled session, as we have a high demand in each session. If you need to cancel your booking, it must be done prior to the session time. Please contact us directly at 5579 4420. If you are unable to arrive within 30 minutes of the session start time, your booking will be forfeited. Failing to cancel a booking or arriving past the 30 minute session start time will result in you forfeiting any further complimentary sessions.
I am out of the resort and would like my child to stay on for the next session?
Absolutely, just call our Holiday Heroes 30 minutes before the session ends on 07 5579 4420 so we can arrange additional staff. Charges for extra sessions will apply.
ZERO TOLERANCE BULLYING
We know some kids can be more boisterous than others so what happens if you see this or experience bullying?
We understand kids will be kids however bullying will not be tolerated in Z4K. We encourage children to approach our Holiday Heroes if they have any concerns. If any child shows signs of bullying and we are unable to control this, they will not be allowed to stay at Z4K.
MEALS AND SNACKS
Our kids don’t always eat their meals and sometimes get caught up playing and say they aren’t hungry. How do you handle this?
All meals are served between 12pm-12.30pm and 5pm-5.30pm. Due to health and safety regulations we cannot hold food past this time. Whilst we encourage children to eat their meals, we will not force them. Meals are non-refundable. If you have selected for your child not to have a meal, they will continue to have free play or play games.
Can I bring in food for my child?
No food is not permitted for safety reasons, as food allergies are very common
Does my child get snacks every session?
No, the snacks listed are part of various themed sessions and used when participating in some games. We ask you this question in case your child has an allergy.
What if my child cannot eat what is on the menu?
We cater for children with varied special dietary requirements (please see Z4K staff at the time of your booking). You also have the option of signing your child out for lunch/dinner and then bringing them back for more fun.
HEALTH AND SAFETY
My child has allergies/anaphylaxis/special needs. What do you do to minimise risks?
Our team are made aware of children with any allergies/special needs at the beginning of the session. If a child is thought to have an allergic reaction, parents will be contacted immediately and if necessary an ambulance will be called. If your child is anaphylactic you are required to provide an Epipen.
My child needs medication can you administer this?
No. We cannot administer any kind of medication during any sessions. You are more than welcome to come down during the session and administer any required medication.