Arrival Information

Where are you located?

You’ll find us at 76 Griffith St, Coolangatta QLD, we are only a few minutes drive from the Gold Coast airport in Coolangatta.

When and where do I collect my keys?

Check in time is 1.30, however we often allow an early check in if the property is available. Please call 1 day prior to confirm this.

For most of our properties, you need to collect your keys from our office located at 76 Griffith St, Coolangatta. A selection of our properties have lockboxes onsite, so we will advise key collection details prior to your arrival.

Booking Process

I am trying to make a booking but it will not allow me to pay?

Some of our properties are on ‘request only’, which means that we need to confirm the booking for you. Please send us an email if you wish to go ahead, or don’t worry because we will give you a call within 24 hours to confirm your booking.

I need a property with no steps

No problem! You can use the search filters ‘lift’ or ‘ground floor’ on our website to assist with finding properties with no steps.  Alternatively, please call one of our friendly staff for assistance finding the perfect property for your needs.

What dates do your tariffs change throughout the year?

There are many different tariff changes through the year, off peak times and well as peak times (School Holidays, Easter, Cooly Rocks On, Christmas etc), view our Tariff Calendars here

Common Questions

Where are your holiday homes?

We have holiday homes available on the Southern end of the Gold Coast and Northern NSW, between Palm Beach and Kingscliff

Can I bring my dog?

Yes! We have a number of pet friendly properties that you’re welcome to stay at with your furry friend, please remember that dogs must be toilet trained and are not allowed on furniture or beds. See our Pet Friendly properties here

Do your holiday homes have wifi?

Yes! Many of our properties do include free wifi (see properties list here), however if yours doesn’t, don’t worry! Plenty of cafes and restaurants do, as well as the Strand shopping centre and the foreshore park in Coolangatta.

Does my property provide linen?

The following properties provide linen for all bookings: Linen Included!

If your property is not listed, please remember to bring your own personal linen including sheets, pillow cases, bath mats, bath towels, beach towels and tea towels. Holiday properties are equipped with blankets/doonas and pillows and protectors. We also suggest you bring with you soaps, dish washing liquid, toilet paper etc.

I am flying, I can’t bring linen with me: Linen can be hired locally at a reasonable cost through Hire All – Phone (07) 5536 1379 or website www.goldcoasthireall.com.au


How can I pay?

You can pay by direct deposit, credit card or cheque. Credit card fees do apply (1.76% Mastercard and Visa, 1.5% American Express).

How much deposit do I have to pay?

You must pay a deposit of 30% of the total, at the time of booking.

When is the balance due?

The balance for all bookings is due 30 days prior to arrival. We will send you a reminder email before the due date.

Do I have to pay a bond?

Some of our prestige and/or pet friendly properties require a refundable bond to be paid in advance. Please check the listing details to confirm if a bond is required.

When do I receive my bond back?

The bond will be refunded once the cleaners have inspected the property on your departure date.

If you paid for your accommodation using a credit card then the bond will be refunded onto that credit card. If you paid your bond by direct debit or cheque, it will be refunded into your bank account.  Please provide your bank details upon check out, or alternatively, wait for the email requesting your bank details.

Terms & Conditions

Do I have to complete the Online Check-In?

Yes, all guests must complete the Online Check-In regardless of whether you have paid a bond or not. Please note that if you paid for the accommodation using credit card, you must list the same credit card on your Online Check-In form.

Can I complete it on arrival?

We prefer that all guests submit their Online Check-In prior to arrival, to ensure a fast and easy check in.

I need to cancel my booking, will I receive a refund?

As per our booking T&Cs;

More than 60 days prior to arrival – you will receive a refund, less the booking fee, cancellation fee, credit card fees and third-party service fees.
Less than 60 days prior to arrival – you will lose the full deposit paid.
Less than 30 days prior to arrival – you will lose the full amount paid

A cancellation/administration fee of $55 will apply for all cancelled bookings. Please note that the booking fee, credit card fees and third-party service fees are unable to be refunded.
If you elect to vacate the property prior to your check out date, there will be no refund of any unused portion of your

Can I smoke at the property?

All of our properties are strictly non-smoking within the property. Some of our properties also do not allow smoking on balconies and common grounds. Please check the listing carefully as extra charges will apply if you smoke in non-smoking properties