Our promise to you...

At BIG4, the health, safety, and happiness of our guests and members – as well as our park staff – is top priority.

And during these times, we want you to be able to book a stay with confidence, and enjoy your break to its fullest. So we’ve developed the BIG4 Brand Promise, which includes four key pillars. 

1. Health and safety first

Our BIG4 parks have adopted stringent health and safety practices during the COVID -19 pandemic. All parks are following the COVID-19 management and health and safety guidelines of their relevant Caravan and Camping State Association which have been based on the relevant National and State directions and principles.

2. COVID-19 flexi-booking

Notwithstanding any applicable rights under consumer law, guests will have the option to select a new date for their existing booking or accept a credit valid for up to 12 months, if, at the time of stay, any of the following criteria applies or is reasonably expected to apply:

  • You, or an immediate family member, have COVID–19 at the time of stay or you have tested positive for COVID–19 within 7 days prior to arrival:
  • Under a local health or government directive, you are required to self-isolate because you have been identified as a contact of a person who is a reported or suspected case of COVID-19 (note: the self-isolation requirements vary depending on the state and/or circumstances); or
  • A State Government or Commonwealth Government directive is issued and means you can no longer travel to, or from, your destination.
  • Note: You may be required to provide reasonable evidence that the above circumstances apply.

Awaiting the results of a COVID-19 test will not automatically give rise to a right of cancellation under the COVID-19 Flexible Booking Policy. If, within 72 hours prior to arrival, you have any COVID-19 symptoms and/or you are required to obtain a COVID-19 test, please contact the park directly to discuss your options, including the potential to defer the date of arrival and/or shorten your length of stay.

To utilise this policy a guest must have made their booking on BIG4.com.au.  Any difference in booking value will need to be paid directly to the park as per their usual booking terms and conditions. To request either a change to booking dates or to receive a credit for a future booking in relation to the COVID-19 Flexible Cancellation Policy the customer will need to contact the park directly.

Any cancellation which is deemed not applicable to the Flexible Cancellation Policy will need to comply with the park's usual terms and conditions. 

Proof in the form of a guest declaration will be required. Other documentation may also be requested by the individual park depending on the circumstances. For full terms and conditions, please refer to individual park pages.

3. Best price guaranteed

We know that more than ever it’s important that we’re all getting the best value we can, and our Best Price Guarantee does just that. We promise that BIG4.com.au will offer the best rate at the time of booking for accommodation and sites at all BIG4 Holiday Parks. And if you do happen to find to find a better price for the same park at the same time anywhere else online we'll match it. That’s our promise to you. 

See best price guarantee terms and conditions here

4. Don’t stay, don’t pay 

At BIG4, we want you to have the best experience possible. So, if you aren’t satisfied with your accommodation and surroundings within one hour of arrival at any of our parks, you can choose to leave and receive a full refund*.

* Cancellation charges may apply depending on circumstances and individual park T&Cs.

Start planning your next BIG4 break here 

*Terms and conditions apply and can be viewed here.

The BIG4 brand promise does not apply to affiliate parks.