Facilities

Terms & Conditions

CANCELLATION POLICY: PLEASE CHECK WHICH ONE YOU HAVE PURCHASED POLICY ONE The guest will be charged a prepayment of the total price of the reservation in the 14 days before arrival, if this payment is declined at that time, your apartment may be re-booked to another party seeking accommodation for that period. If the booking is cancelled less than 14 days prior to the planned arrival date, there will be no refund If wishing to pay by direct transfer, this must be done a minimum of 72 hrs prior to your required payment date (14 days Low Season & 30 Days Mid & High Season) to allow time to show on our Trust Account statement. In the case of a no show, the total price of accommodation will be charged. SCHOOL HOLIDAYS: During High season a deposit of $300 will be taken at the time of booking, refundable if cancelled more than 30 days prior to arrival. Full payment of your accommodation will be taken 30 days prior to arrival, if this payment is declined at that time, your apartment may be re-booked to another party seeking accommodation at that time. If the booking is cancelled less than 30 days prior to the planned arrival date, there will be no refund. Mid High & School Holidays 31st March – 22nd April 23 30th April – 6th May 23 18th May – 22nd May 23 23rd June -15th July 23 17th Aug -22nd Aug 23 15th Sept – 7th Oct 23 19th Oct – 22nd Oct 23 27th Oct – 29th Oct 23 8th Dec 23 – 14th Dec 23 15th Dec 23 – 19th Jan 24 – High Season 20th Jan 24 – 28th Jan 24 29th Mar 24 – 27th April 24 16th May – 19th May 24 21st June 24 – 20th July 24 13th Sept 24 – 12th Oct 24 17th Oct – 20th Oct 24 25th Oct – 27th Oct 24 14th Dec 24 – 19th Jan 25 – High Season 20th Jan – 27th Jan 25 Please note that there is a strict no refund or cancellation policy available during the school holiday periods. POLICY TWO The Pay NOW and Save offer is non-refundable, please be aware that no changes or cancellations are possible. This rate is prepaid and your credit card will be charged in full at the time of booking. GENERAL TERMS Advance purchase and special rate bookings must be paid in full at time of booking and are non-refundable. Visa and MasterCard is accepted. We have a 2.53% surcharge on Visa, 2.37% on Mastercard or 1.8% on AMEX credit card transactions. Direct transfer, Eftpos deposits or cash do not attract a fee. All guests are required to provide a security deposit of $300 by way of credit card pre-authorisation on check-in. Where a credit card is not available, a cash deposit will be required. In this case the apartment will be checked by management before the cash deposit is returned to the guest. The Penthouse bookings may require up to a $500 security deposit. All clients under the age of 18 must be accompanied by a parent/guardian or an individual over the age of 25, the property has the right to refuse any booking when the legal guardian over 25 and cannot provide current photo ID if requested on check-in. All clients under the age of 18 must be accompanied by a parent/guardian or an individual over the age of 25, the property has the right to refuse any booking when the legal guardian over 25 cannot provide current photo ID & credit card that was booked with if requested on check-in. Photo proof of registered guests address is required (ie Drivers Licence) and a copy of the credit card that was used to make the booking. Please email to stay@neptuneresort.com.au to confirm this if cancelling via phone. CHANGE OF DATES Booking dates can be altered subject to availability and without penalty (excluding Advance Purchase and Special rates) and at the discretion of Neptune Resort Management. Accommodation rates will be adjusted accordingly. ABOUT US NUMBER OF ROOMS: 115 LEVELS IN BUILDING: 9 NUMBER OF ROOMS: 115 LEVELS IN BUILDING: 9 STAR RATING: 3.5 RECEPTION HOURS Monday- Saturday 8am-6pm Sunday 9:00am – 12:00pm CHECK-IN: 2:00PM CHECK-OUT: 10:00AM We would like to thank you for choosing Neptune Resort for your accommodation and look forward to welcoming you to our resort. SCHOOLIES Neptune Resort does not accept ‘Schoolies’ bookings. We do not have the policies, procedures or resources to accommodate the unique needs of school leavers during the annual Schoolies Period. In particular we do not have adequate resources to engage qualified security personnel to guarantee the safety, comfort and convenience of guests during this period. For this reason we reserve the right to reject bookings from school and/or university leavers for the entire “schoolies” period. If we find school leavers are booked to stay at Neptune Resort, we reserve the right to have them removed. Please DO NOT make reservations for school leavers without prior approval from Neptune Resort management. THIRD PARTY BOOKINGS Third parties are required to follow the cancellation policy according to their booking. If you booked through a travel agent, online booking platform or other third party, please contact your booking provider directly who will explain the options for modification, cancellation or credit voucher applicable to your booking. If the guest doesn’t show up they will be charged the total price of the reservation. The guest will be charged a prepayment of the total price of the reservation in the 14 days before arrival, For Mid & High Season the total price of the reservation 30 days before arrival. Mid High & School Holidays 31st March – 22nd April 23 30th April – 6th May 23 18th May – 22nd May 23 23rd June -15th July 23 17th Aug -22nd Aug 23 15th Sept – 7th Oct 23 19th Oct – 22nd Oct 23 27th Oct – 29th Oct 23 8th Dec 23 – 14th Dec 23 15th Dec 23 – 19th Jan 24 – High Season 20th Jan 24 – 28th Jan 24 29th Mar 24 – 27th April 24 16th May – 19th May 24 21st June 24 – 20th July 24 13th Sept 24 – 12th Oct 24 17th Oct – 20th Oct 24 25th Oct – 27th Oct 24 14th Dec 24 – 19th Jan 25 – High Season 20th Jan – 27th Jan 25 It may take up to 7 business days from the date of cancellation for eligible refunds to be processed. Please don’t hesitate to get in touch if you have any questions, concerns or would like to make a booking: Stay safe, remember to social distance, and keep washing those hands.