Terms & Conditions

Terms and Conditions

  1. Introduction

The following Terms and Conditions apply to resort guests at ULTIQA Hotels & Resorts. These Terms and Conditions are for bookings made directly via the ULTIQA website, email, phone, and payments through the payment gateway system provided by ULTIQA Hotels & Resorts.

  1. Pre-Arrival

2.1 Credit Card Policy

Valid credit card information in the name of the guest is required to secure your reservation. A credit card in the name of any other person will not be accepted. The credit card linked to your booking will be processed on the designated date as per the terms and conditions on your reservation. Invalid credit card details or an expired credit card at the time payment is processed may result in the transaction being declined. In such a case, you will be notified and requested to make contact within 24 hours. If your credit card declines, the property reserves the right to cancel your reservation without notice. Please ensure the credit card information is correct and the expiry date of the card is in line with the cancellation policy at the time of your reservation to avoid any issues. The credit card used to process payment must be presented at the time of check-in.

2.2 Deposit & Cancellation Policy (dates are subject to change without notice): For Gold Coast Properties

  • Low Season: FREE Cancellation until 24 Hours prior to arrival. Full non-refundable prepayment will be taken on the credit card provided 24 hours prior to arrival. If cancelled within 24 hours, the payment made will be used as a cancellation fee.
  • Mid Season:  21-27 January 2024, 14-17 March 2024, 29 March – 06 April 2024, 19-27 April 2024, 16-19 May 2024, 28 June – 13 July 2024, 9-11 August 2024, 16 August – 07 September 2024, 20 September – 12 October 2024, 17-20 October 2024, 24-27 October 2024, 1-9 November 2024, 5-9 December 2024, 19-26 January 2025, 13-16 March 2025.) FREE Cancellation until 14 Days prior to arrival. Full non-refundable prepayment will be taken on the credit card provided 14 Days prior to arrival. If cancelled within 14 Days, the payment made will be used as a cancellation fee.
  • High Season: (22 December 2023 – 20 January 2024, 20 December 2024 – 18 January 2025.) FREE Cancellation until 60 Days prior to arrival. Full non-refundable prepayment will be taken on the credit card provided 60 Days prior to arrival. If cancelled within 60 Days, the payment made will be used as a cancellation fee.
  •  No Deposit Required.
  • Long Stay Cancellation & Early Checkout Terms: Please see here

2.3 Deposit & Cancellation Policy (dates are subject to change without notice): ULTIQA Shearwater Resort, Caloundra

  • Low Season: FREE Cancellation until 24 Hours prior to arrival. Full non-refundable prepayment will be taken on the credit card provided 24 hours prior to arrival. If cancelled within 24 hours, the payment made will be used as a cancellation fee.
  • Mid Season: (22 September – 02 October 2023, 21-27 January 2024, 29 March – 06 April 2024, 19-27 April 2024, 28 June – 13 July 2024, 20 September – 07 October 2024, 19-26 January 2025) FREE Cancellation until 7 Days prior to arrival. Full non-refundable prepayment will be taken on the credit card provided 7 Days prior to arrival. If cancelled within 7 Days, the payment made will be used as a cancellation fee. FREE Cancellation until 14 Days prior to arrival. Full non-refundable prepayment will be taken on the credit card provided 14 Days prior to arrival. If cancelled within 14 Days, the payment made will be used as a cancellation fee.
  • High Season: (22 December 2023 – 20 January 2024, 20 December 2024 – 18 January 2025) FREE Cancellation until 60 Days prior to arrival. Full non-refundable prepayment will be taken on the credit card provided 60 Days prior to arrival. If cancelled within 60 Days, the payment made will be used as a cancellation fee.
  • No Deposit Required.
  • Long Stay Cancellation & Early Checkout Terms: Please see here

2.4 Deposit & Cancellation Policy (dates are subject to change without notice): ULTIQA Rothbury Hotel, Brisbane

  • Cancellation Policy: FREE Cancellation until 24 Hours prior to arrival. Full non-refundable prepayment will be taken on the credit card provided 24 hours prior to arrival. If cancelled within 24 hours, the payment made will be used as a cancellation fee.
  • No Deposit Required.

2.5 Deposit & Cancellation Policy (dates are subject to change without notice): ULTIQA Village Resort, Port Macquarie

  • FREE Cancellation: until 7 Days prior to arrival. Full non-refundable prepayment will be taken on the credit card provided 7 Days prior to arrival. If cancelled within 7 Days, the payment made will be used as a cancellation fee.
  • No Deposit Required.

2.6 Deposit & Cancellation Policy (dates are subject to change without notice): ULTIQA Fiji Palms Beach Resort, FIJI

  • FREE Cancellation: until 7 Days prior to arrival. Full non-refundable prepayment will be taken on the credit card provided 7 Days prior to arrival. If cancelled within 7 Days, the payment made will be used as a cancellation fee.
  • No Deposit Required.

3.Refund Admin Fee:  A $100 AUD admin fee may apply to the processing of any refunds.

4. Insurance: ULTIQA Hotels & Resorts strongly recommends you purchase Comprehensive Travel Insurance. We suggest that the policy includes, but not limited to, the following coverage – loss of payment through cancellation, loss or damage to personal baggage, loss of money and medical expenses.

5. No-Shows / Failure to Cancel: Each rate booked at a ULTIQA Hotels & Resort property is subject to a cancellation policy. Failure to check in on the reserved arrival date will incur a penalty charge as detailed in the cancellation policy of the particular type of rate booked. We reserve the right to cancel or modify reservations where it appears that a customer has engaged in fraudulent or inappropriate activity or under other circumstances where it appears that the reservations contain or resulted from a mistake or error. We reserve the right to cancel or amend bookings if they do not adhere to our terms and conditions. If a guest chooses to shorten their stay or check out early you will forfeit any monies paid for the remaining nights.

Please note that failure to arrive on the reserved arrival date will automatically release your reservation and the booking is no longer held in our system. If you are not planning on arriving on your reserved arrival date but the next day, please contact the property to advise of your pre-register arrival intentions.

6. Relocation: In the event of a situation whereby the property cannot provide accommodation as previously confirmed for whatever reason, the property will undertake to relocate guests to a comparable alternate ULTIQA group property at its absolute discretion with no additional cost to the guest. Should the guest wish to choose a property of a higher standard other than offered under this condition, the guest will be required to pay any price difference. Should the guest not wish to accept the relocation, a full refund and booking cancellation may be granted.

7. Special Requests: Whilst we try to fulfill your preferred stay requests, please do note that these are requests only and we cannot guarantee view or floors prior to arrival.

8. Payment Options:

  • Bank Transfer (please contact the resort directly to organise bank payment);
  • Payment by Credit Card: All credit/debit card payments made to ULTIQA Hotels & Resorts via an onsite payment system incur a non-refundable credit card service fee in Australia – Visa/Mastercard – 1.98% and American Express 3.3%. If no credit card is supplied then a $1000 Cash Security Deposit is required at check-in

9. Arrival

  • Carparks: 1x Carpark per apartment is complimentary. Further instructions will be provided by our reception team upon arrival.
  • Identification: Valid Federal or State Government-issued photographic identification must be provided upon arrival. The booking must be under the name of the Adult/s aged 18+ at check in. In addition, a credit card in the name of the photographic ID must be presented at check in.

10.Other

  • Child Policy:  Children sleep free in existing bedding within the standard guests per room. Additional charges apply if additional bedding is required.
  • Extra Person Policy:  An additional charge of AUD $50 per night applies for an extra person, 3 years or over. Infants 0-2 years stay free.
  • Additional charges apply for an additional roll-away / cot / sofa bed.
  • Facilities: For detailed information about our amenities and services, we kindly ask you to visit our website or consult with our reservations team. If you have any specific facility-related inquiries, please contact the resort prior to booking. The Facilities may go under urgent maintenance closure without notice.
  • Housekeeping: Our apartments are self-serviced. Linen and a starter pack of amenities are provided for your stay. Additional supplies are available for a fee.
  • Late Check-Out: Late check-outs are available upon request and are subject to availability. Additional fees apply.
  • No Party Policy: A strict no-party policy is enforced. In the event of a party, the resort reserves the right to request occupants to vacate the premises immediately. Eviction is non-refundable.
  • Smoking Policy: ULTIQA Hotels & Resorts are smoke-free, including balconies and all common areas. If you smoke in your apartment you will be charged a cleaning fee on departure
  • EV & Scooter Charging Policy: Electric vehicle and scooter charging within buildings and apartments is prohibited due to fire risk. Guests are liable for damages and costs. For closest EV charging station please see here https://www.plugshare.com/
  • Privacy Policy: ULTIQA collects, uses, and discloses personal information. Cookies may be used. For privacy concerns, contact the Privacy Officer.
  • Privacy Officer: ‘Central 240’ Suite 16, 240 Varsity Parade, Varsity Lakes, Queensland, 4227. Email: privacy@ultiqa.com.au Phone: 07 5588 4470