BOOKING CANCELLATION POLICY
PAYMENT
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 7 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 7 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 (7 days Low Season & 30 Days Special Events/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.
HIGH SEASON/SPECIAL EVENTS
During High season a deposit of $500 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.
POLICY TWO
Please be aware that no changes or cancellations are possible for Specials and Non-Refundable rates. These rates are prepaid and your credit card will be charged in full at the time of booking.
GENERAL TERMS
- Non-Refundable and special rate bookings must be paid in full at time of booking and are non-refundable.
- Visa / MasterCard & Amex are accepted. We have a 2.5% surcharge on Visa, 2.5% on Mastercard or 2.25% 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 $200 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 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 Non-Refundable e 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
- 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.
- 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 Special Events/ High Season the total price of the reservation will be charged 30 days prior to arrival.
- 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.
