Terms & Conditions

Welcome to Paradise Resort Gold Coast! The terms and conditions outlined below apply to all guests and visitors of the resort to ensure a safe, enjoyable, and memorable experience for everyone. For further details and additional policies, please refer to our comprehensive FAQs page.

Book Direct Perks

• Guests must have a valid and confirmed reservation that is booked online at paradiseresort.com.au or directly with our reservations team via phone or email.
• Direct perks WILL NOT apply when a special rate or further discount has already been applied whether publicly or privately unless agreed at time of booking by the team at Paradise Resort including but not limited to rates offered to;
  • Staff and their families
  • Industry partners
  • Groups
  • Any private, packaged or negotiated rates

KIDS CLUB:

• All children 0-12 years will receive one complimentary session per child, per STAY which can be redeemed in any standard session only.
• A voucher code to redeem the complimentary session is typically emailed to the person who made the booking 7 days prior to arrival, otherwise it will be issued upon arrival.

FLEXIBILITY TO CHANGE:

• Some packages and rates are non-refundable or only partially refundable and will be outlined at the time of booking so check your confirmation email. If you would like to modify or cancel your booking, a $25 administration fee is payable and will be deducted from any refunds due.

LOWEST RATE GUARANTEE:

• If you find a lower advertised price for Paradise Resort Gold Coast on any competing website that is not www.paradiseresort.com.au within 48 hours of making your booking, we will match it providing that it meets all criteria.
• If your claim is eligible you will need to pay for your holiday straight away. Payment terms will be applicable to the same package we have price matched which could require either a deposit or full payment.
• Paradise Resort has the sole right and discretion to determine the validity of any claim and deny a claim if the competing price cannot be verified, including without limitation, determining that the competing price or offer is genuinely available and that the claim meets all terms and conditions. In case of dispute, Paradise Resorts' decision is final. All perks and terms are subject to change or revocation at any time.

General Terms & Conditions

• To book on this site you must be over 18 years of age and at least one person staying in the room must be 18 years of age or older. Proof of identification (photo identification) along with a valid credit/debit card will be requested upon arrival.
• You must have authorisation to use the credit card, and you must be willing to present this credit card physically upon arrival at the resort, with matching ID. If you are unable to provide such identification your booking may be cancelled, and you will be liable to pay the full amount plus any additional costs associated with the booking. The person effecting the booking is deemed to have accepted terms and conditions on behalf of all people named in the booking.
• If at any time a value add, inclusion or bonus is sold as part of a package, that portion of the package is deemed to be included wholly within the package and may not be dissected, removed or redeemed for cash even in the event that the portion, inclusion, value add, or bonus is not utilised.
• Children are deemed as being aged 0-12 years inclusive while 13 years and over are deemed as adults. For tours and extras, different age categories may apply and are outlined on each extra at time of booking.
• All rates are subject to availability.
• 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.

Smoking and Vaping

Our resort is 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 plus any applicable charges for loss of revenue if the room is deemed unusable.

Cleaning or Damage to Property

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:

• Excessive rubbish or stains on floors, furniture, or bedding
• Smoking detected in the room or on the property
• Damage to bedding, furniture, or other room features
• Evidence of illegal drug use in the room or on the property

Fees:

• Cleaning/Deodorising Fees: A minimum fee of $500 will apply.
• Repair/Replacement Costs: Fees will reflect the actual cost of items plus repairs, which may include full replacement costs.
• Room Downtime: If misuse renders a room unusable, additional fees will be charged to include any lost revenue during the repair period.
• NOTE: We reserve the right to charge the guest’s credit/debit card on file or issue an invoice to the registered address for any such costs.

We appreciate your understanding and cooperation in helping us maintain a safe, clean, and welcoming environment for all our guests. Thank you for choosing Paradise Resort Gold Coast.

Cooking and use of personal appliances

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.

Visitors Policy

• 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.
• You can view more information and what to expect during your stay on our Frequently Asked Questions page

Cancellations or Amendments

• We know that plans can change! Many of our packages allow one free date change up until 14 days prior to your arrival or if you need more flexibility, we recommend you book our Flexible Rate.
• To request a change to your booking please contact our reservations team via email on book@paradiseresort.com.au a $25 administration fee will apply to any changes made.
• Some packages and rates are 100% non-refundable or only partially refundable and will be outlined at the time of booking as one of the following:
  
  72 hour FLEX:
  No payment taken at time of booking. Full payment will be automatically charged 3 days prior to arrival. If arrival is within 3 days, full payment will be charged at time of booking. Free cancellation up to 3 days prior to arrival. No refunds will be issued once inside 3 days prior to arrival or if you decide to depart early.
  
  25% Deposit:
  25% non-refundable deposit, plus booking fee charged at time of booking. Remaining balance charged 14 days prior to arrival. If arrival is within 14 days, full payment will be charged at time of booking. Cancellations made on or before 14 days of arrival will forfeit the 25% deposit plus any booking fees. No refunds will be issued once inside 14 days prior to arrival or if you decide to depart early.
  
  50% Deposit:
  50% non-refundable deposit, plus booking fee charged at time of booking. Remaining balance charged 14 days prior to arrival. If arrival is within 14 days, full payment will be charged at time of booking. Cancellations made on or before 14 days of arrival will forfeit the 50% deposit plus any booking fees. No refunds will be issued once inside 14 days prior to arrival or if you decide to depart early.
  
  100% Payment:
  Full Payment is required at time of booking and no refunds will be issued.

Payment

• All fees are charged in Australian dollars (AUD).
• We use 3DS to verify all online payments. 3DS is a password protected authentication solution which provides an extra layer of security for your payments. 3DS requires users to authenticate payments by entering a code or password which is sent to them, or by using fingerprint unlocking on their device. By requesting a password known only to the cardholder, the bank can verify that the genuine cardholder is entering their card details and helps to prevent fraudulent transactions.
• Paradise Resort and all outlets 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. A 1.5% fee will apply for payments made by credit card, 2.5% for AMEX. Room charge is not available. We accept;
  • Visa
  • MasterCard
  • AMEX
  • JCB
  • Debit Cards (Cheque and Savings)
• Unless otherwise stated any remaining balance is due in full 14 days prior to your arrival, or if your booking is made within 14 days of your arrival day it will be required at time of booking. Once full prepayment is made your booking is non-refundable and non-transferable and no refunds will be made in the event of a cancellation.
• At check-in you will need a valid photo identification such as a driver's licence or passport; and a credit or debit card that matches the name of the booking. We do not hold any deposits as all services within the resort are pay as you go.

School Leavers Conditions

The following bond and/or special conditions will apply for any bookings staying over the school leavers festival, including any relevant details on ages of guests.

• A bond of AUD $500.00 per room will be payable on check-in at the Resort. This bond is payable upon check-in and can be paid by credit card only.
• All guests must sign a copy of the general briefing sheet, which includes details of general hotel conditions, house rules, and provide emergency contact details.
• At least 1 person in the room must be 18 years of age - ID will be required.

Prize Vouchers

Redeeming Your Prize Voucher

• You can contact our Reservations Team using our online chat or via your preferred method found on our Contact Us page. Include the unique voucher code located on your voucher and your preferred travel dates to get started.
• Bookings must be made in advance and are subject to availability (refer to the conditions of use).
• Travel must be completed on or before the expiry date stated on the voucher. Extensions will not be granted under any circumstances.
• The original voucher must be presented at check-in.
• If the voucher includes additional benefits or experiences, these must be booked at the time of reservation and are subject to availability.

Conditions of Use

• Travel using a prize voucher is excluded during school holidays, public holidays, and high or peak periods.
• Vouchers are non-transferable and may only be used by the original recipient. Identification may be required at check-in.
• Any unused portion of the prize will be forfeited and cannot be exchanged for cash, refunded, or used as credit.
• All other expenses, including but not limited to travel insurance, transportation, additional accommodation, food and beverages, activities, and personal expenses, are the sole responsibility of the prize winner.

Resale is Strictly Prohibited

• Prize vouchers may not be resold, auctioned, traded, or transferred in exchange for compensation, whether online or offline. This includes but is not limited to resale on third-party websites, auction platforms, social media marketplaces, or classified ad services.
• Any voucher found to have been resold or attempted to be resold will be immediately voided, and Paradise Resort Gold Coast reserves the right to cancel the associated booking without notice or compensation.
• Prize vouchers are issued for the exclusive use of the winner and cannot be transferred or gifted to another person.
• Paradise Resort Gold Coast actively monitors unauthorized voucher resale and reserves the right to take legal action against fraudulent activity.
• Paradise Resort Gold Coast is not responsible for any vouchers purchased from unauthorised resellers, and guests attempting to redeem such vouchers will be required to pay in full for their stay.

General Terms

• By redeeming a prize voucher, the recipient agrees to abide by these terms and conditions.
• Paradise Resort Gold Coast reserves the right to modify these terms at any time without prior notice.
• Failure to comply with these conditions may result in cancellation of the voucher and any associated bookings.

Gift Vouchers

• May be used towards payment for accommodation. Any unused portion will be credited to your room account and used towards food and beverage, tours and attractions, and incidentals purchased at Paradise Resort Gold Coast and its outlets but must be used in one stay.
• Room rates will be based on those published on this website at the time of booking.
• All vouchers must be used within the travel period shown on the voucher.
• Vouchers are non-refundable and will not be replaced if lost or stolen.
• Any unused portion cannot be refunded for cash.
• Vouchers must be presented upon arrival. Failure to present a valid voucher will require full payment for the accommodation or the stay cancelled.
• Each voucher number is unique. To avoid fraudulent use or forgery, the certificate number will be accepted once only from the first person to present.

Entry to Planet Chill Ice-Skating Rink

The following terms and conditions apply to all users (You) of the facilities at Planet Chill at 122 Ferny Avenue, Surfers Paradise, Queensland. By entering Planet Chill, You are deemed to have agreed to these terms and conditions with Paradise Resort Gold Coast (Supplier), the operator of Planet Chill.

• You acknowledge that any activities taking place on this ice rink at Planet Chill are dangerous and involve a significant degree of physical exertion and risk.
• Helmets must be worn by all skaters to prevent head injury. Helmets are supplied free of charge. By entering the ice-rink without a helmet, skaters and parents/guardians of skaters using the ice rink, acknowledge that there is a risk of injury in ice skating, and by entering the ice rink area you freely accept that risk and liability for any injury sustained as a result of skating here or being in or around the ice rink.
• You acknowledge that the facilities may be unsupervised and that You participate in these activities at Your own risk and are responsible for Your own safety. If You do not currently undertake regular physical activity, You should seek medical advice before using the Planet Chill facilities.
• You authorise the Supplier to take all steps it considers reasonably necessary to protect Your welfare in the event of personal injury, including the administration of emergency first aid.
• You consent to the Supplier photographing or filming You, or any minor or dependant accompanied by You, when in Planet Chill, for use for promotional purposes including; television, film, internet and all other forms of media. Recordings or reproductions can be used without any entitlement, compensation, or financial payment.
• You must comply with all signs or other directions of the Supplier. Your ticket or other right of access may be suspended or cancelled and access to Planet Chill denied at the absolute discretion of the Supplier for non-compliance or for reckless or careless conduct.
• Children must be supervised by a responsible adult. Where You are responsible for children using the facilities at Planet Chill, You agree to be bound by these terms and conditions on their behalf and that You will directly supervise them at all times.