RECEPTION HOURS

Monday to Friday: 8:30am – 2:00pm

Saturday: 8:30am – 10:30am

Sunday and Public Holidays: closed

For arrivals outside these hours, please telephone the resort prior to arrival to arrange after hours check in procedures.

COVID Check in

We’re using the new Check In Qld app to help keep you COVID safe the next time you visit.

All you need to do is:

• Visit www.covid19.qld.gov.au/check-in-qld for links to download the app from Google Play or Apple App stores
• Enter your details once when you first open the app
• Open the app when you next visit us
• Select ‘Check in Now’ and scan or enter our code

Using this digital check in means your details will be stored securely by the Queensland Government for 56 days to assist with COVID-19 contact tracing (if needed). The Check In Qld app is safe, secure and private.

CHECK IN & CHECK OUT

Standard Check In 2:00pm (QLD)

Standard Check Out 9:30am

For a guaranteed arrival prior to 1400hrs, a room must be reserved the previous night and therefore incurs an additional nights charge. If you plan to arrive outside of reception hours, please advise at the time of booking. A late check out (12pm) can be arranged at the Resort for a fee of $50 and will be subject to availability.

PRICES AND CONDITIONS

All prices are in Australian Dollars and include GST. All prices do not include transport, or any items of a personal nature, meals, transfers, or existing or proposed taxes and government charges, unless otherwise indicated. Per night prices are to be used as an indication only and not as an extra night rate. The price of your holiday may change at any time up to 30 days before your arrival, if any new taxes or charges are introduced or if any existing taxes or charges are varied, even after you have paid all or part of your holiday.

PAYMENT OPTIONS

Payments accepted include direct bank transfer, credit cards (Visa, MasterCard & AMEX), cash, EFPTOS. Prices quoted are in AUD and all payments must be made in AUD. A credit card surcharge fee will be charged when payments are made via all card payments. Balance of tariff will be collected from credit card provided, 30 days prior to arrival date, if not already paid.

DEPOSIT POLICY

A $300 deposit is required at the time of booking to secure a reservation. Payment can be made by Credit Card, bank transfer, cash or EFPTOS. Please note small surcharge of 1.4% applies to ALL card payments. A security deposit of $200 is required upon arrival for incidentals. This deposit is fully refundable upon check out and subject to damage inspection of the accommodation.

AMENDMENTS

Outside of 30 days prior to check-in, amendments are allowed (subject to availability). Any additional costs involved due to seasonality changes are to be paid by the guest upon confirmation of the amended booking. Amendments are not accepted within 30 days prior to check-in, nor after arrival.

CANCELLATIONS & NO SHOWS

All amendments or cancellations need to be advised in writing/email with receipt of acknowledgment. Cancellations more than 30 days prior to arrival will lose $50 administration fee. Cancellations less than 21 days prior to arrival will incur 100% of tariff. Cancellations/No show less than 24 hours prior to arrival will be charged 100% of tariff. There will be no refund for not utilizing the accommodation booked. No refund will be given once a guest has checked into a property or shortening of stay.

CHILDREN PRICES

Children prices for accommodation only refer to children occupying the same room with at least 2 adults and using existing bedding. Additional charges will apply if extra beds are required including rollaway beds and / or sofa beds. Children up to 24months are free of charge using existing bedding. Cot charges are payable direct at a fee of $30 per stay.

BONDS

All guests are to provide a credit card for a $200 security bond upon arrival to cover any incidental charges. Where a credit card is not available, a $200 cash deposit will be required. In addition, if requested, an acceptable form of photographic identification will be required upon check in.

ROOM ALLOCATION

While we attempt to satisfy all requests, we are unable to guarantee any such requests. Upon check-in you will be allocated the most appropriate apartment available. As requests are over and above the agreed standard room, compensation will not be forthcoming if these requests are not met.

In the event of a situation whereby Pelican Sands cannot provide accommodation as previously confirmed, for whatever reason, Pelican Sands will undertake to relocate clients into an alternative property of equal or better grading at no expense to the client. Should there not be a resort of equal or better grading in the vicinity of the original booking, Pelican Sands may be required to provide you with a resort of a lesser grading. If this is the case, any reduction in costs will be refunded. The alternatives offered are at Pelican Sands discretion. Should you wish to choose a property of a standard other than that offered under this condition then you will be required to pay any difference.

TRAVEL INSURANCE

We strongly recommend you purchase comprehensive travel insurance at time of booking. We suggest that the policy should include, but not be limited to, the following cover: Loss of deposit through cancellation; loss or damage to personal baggage and loss of money and medical expenses.

GENERAL

All clients under the age of 18 must be accompanied by a parent/guardian or an individual over the age of 18. The property has the right to refuse any booking, when the legal guardian over 18 cannot provide current photo ID if requested. The person who has made a booking shall be deemed to have accepted the booking conditions on behalf of all persons named in the booking.

Accommodation facilities listed may not apply to all room types.

Wi-Fi

We have free Wi-Fi available.

COMPLAINTS

In the case of any problem or complaint, it is imperative that you inform the property manager immediately in order for the property to endeavour to rectify the situation as quickly and efficiently as possible. If you do not do so, it may hinder the ability of the property to resolve your concerns and to ensure your stay is exactly to your liking. All complaints should be sent to Pelican Sands within 14 days of departure or may be deemed invalid. Written complaints will be responded to within 5 to 7 working days of receipt.

RESPONSIBILITY

Pelican Sands will not be liable for any accident, injury, delay, property damage or personal loss to you or those travelling with you in connection with any accommodation, transportation, or other travel services resulting directly or indirectly from any occurrences or conditions beyond its control, including but not limited to acts of terrorism, act of God, defects in vehicles, war, strikes, theft, delay, cancellation, civil disorder, disaster, Government regulations or changes in itinerary or schedule.

Whilst care is taken to ensure that the description of facilities and services of Pelican Sands is accurate, these are continually being changed, upgraded, and on occasion taken out of service. If any feature/facility is essential for the passenger in choosing a particular property, it is advisable that the guest checks this with their travel consultant at time of booking. Pelican Sands cannot be held liable for omissions or errors, whether temporary or permanent of a property’s facilities and services.