Due to the ongoing pandemic, states are making and changing public health directions which are legally binding on the hotel and guests.

Facilities

Health directives may mean that our normal facilities, like the pool and spa, are no longer permitted to be used. We acknowledge that this would be disappointing, however there will be no discount or refund in this situation as it is outside of our control.

Cleaning

We undertake thorough cleaning of all guest rooms following a guest’s departure from the resort. Occasionally townhouses may not be ready by our standard check in time of 2pm.

At our earliest knowledge of such a delay to your check in time, staff will make contact and update you on the time the room will become available for check-in. We appreciate your understanding in order to provide the best possible environment for your holiday.

Guests are requested to vacate their units during service cleans.

Cancellations

If you need to cancel for any reason prior to your arrival, your cancellation will be processed in accordance with the standard terms that apply to your booking with the following COVID exceptions.

Please be advised that if you are in a declared Hotspot and are not legally allowed to travel and do not contact us to make alternative arrangements, you risk forfeiting your deposit.

We may make some reduction in cancellation fees under specific conditions as follows:

Direct Bookings

As well as better cancellation terms and discounted rates, we are happy to provide the following extra benefit to our guests who have booked direct with us.

Conditional on the following terms:

• you have booked direct with us
• after you made your reservation, the laws or health directives have changed
• you are now not legally permitted to use your reservation due to a hotspot declaration or state border closure
• you inform us of your cancellation:
  1. within 48 hours of the change, and
  2. before 2pm of the date of arrival

We will charge no cancellation fee and offer the choice of deposit refund or postponement of booking for up to 12 months subject to availability and applicable rates.

Third Party Bookings

We are beholden to the terms and conditions of our arrangements with third party booking agents and cancellations without financial penalty are considered on a case-by-case basis.