Luxury Freshwater Retreat

The Australian Consumer Law provides certain statutory guarantees for consumers which cannot be excluded, for example that services will be provided with due care and skill. Nothing in these booking conditions modifies, excludes or restricts those guarantees or the remedies that may be available to you if we breach them.

Do you want to cancel your booking?

We understand that sometimes plans change. If you change your mind about your booking, you may cancel it at any time prior to your intended arrival.

We may ask you to confirm your identity when making a cancellation request and the collection of any personal information will be in accordance with our privacy policy.

If you cancel your booking within the cancellation period below, the following fees will be charged depending on the season.

• Premium and high season: Cancellations within 30 days of arrival will incur a cancellation fee equal to the total booking value. For My NRMA members, cancellations within 7 days of arrival will incur a cancellation fee equal to the total booking value.
• Mid and low season: Cancellations within 72 hours of arrival will incur a cancellation fee equal to the first night’s accommodation/site rate. For My NRMA members, cancellations within 48 hours of arrival will incur a cancellation fee equal to the first night’s accommodation/site rate.

Some other things that you need to know if you choose to cancel your booking are:

• Administration fee: Where a refund is due, an administration fee of up to $30 will be charged depending on our loss. This fee can be credited to a future booking if you return within 12 months of the initial cancellation.
• Refunds will be processed to the same payment method which was used to pay for the booking and the following conditions apply:
  • For refunds of less than $1,000, the refund will be processed at the time of cancellation unless the initial payment was via payment plan, BPay or EFT;
  • For refunds of more than $1,000 or for payments made via payment plan, BPay and EFT, you will be required to complete a refund request form which will be sent to you via email. Refunds can then take up to 30 days to be processed;
  • You will not receive a refund for any credit card surcharge incurred at the time of payment.
• Credits: Instead of a refund, you may choose to receive a credit for your cancelled booking. This will be the amount paid for the booking less any cancellation and administration fees. You can use the value of your credit for future bookings. The following conditions apply in relation to credits:
  • Credits can only be used towards the value of accommodation bookings;
  • Credits may be available upon request for bookings made via BIG4;
  • Credits are valid for 12 months from the date a booking was cancelled and are fully refundable during that period; and
  • Credits may be transferred between select NRMA Parks and Resorts. However, credits obtained for cancellations at any of Sydney Lakeside, Stockton Beach, Echuca and Shellharbour Beachside holiday parks can only be used at that Park (for example, if you cancel a booking at Sydney Lakeside, you will only be able to use your credit for a future booking at Sydney Lakeside).

What if we need to cancel your booking?

If we are unable to provide our services to you due to causes beyond our control (such as flooding, earthquake fire or pandemics), we will not be in breach of this agreement but will refund or provide you with a credit for monies paid by you under this agreement for anything we can no longer supply. If we need to cancel in these circumstances, we will send you a SMS and/or email advising you of the situation and how you can claim your refund or credit.

Booking changes
If you wish to modify your reservation, please reach out to our helpful team before your arrival. Please note that fees may apply for any adjustments to your stay.

So that we can secure your booking when it is made, you must pay the full amount or a deposit equal to the first night’s accommodation/site rate. Bookings will not be guaranteed without a deposit or payment in full.
If you pay a deposit, the balance of your booking must be paid by the final payment date below.

• Premium and high season: Final payment due 30 days prior to arrival
• Mid and low season: Final payment due on arrival

When you arrive at the park, we will ask you to provide your credit card details to be held on file for the cost of any incidentals incurred by you during your stay. If there is no credit card provided, a $200 cash bond will be required. This bond will be refunded on departure if there are no incidentals incurred during your stay and any keys and/or hired items are returned in their original condition on check-out.

For this park

If you’re looking for pet friendly accommodation, you’ve come to the right place. No member of the family will miss out on your next holiday with dog’s welcome in selected cabins and on grassy powered and ensuite sites at NRMA South West Rocks Holiday Resort.

• Prior to staying, you will be required to sign and agree to our full dog policy.
• We have a select number of pet-friendly accommodation options available in low and mid seasons.
• For Pet Friendly Cabins, there is an additional $15 fee per pet, per night which is payable on arrival.
• Please note that all pets must be pre-approved prior to making a booking.
• A maximum of 5 dogs are allowed at the resort at one given time, and allocation of sites will be based on this.
• Acceptance is always at the discretion of the resort manager and can be withdrawn at any time if they believe it is in the best interest of the resorts’ guests.

Before you book your stay, please make sure to read our full pet policy, as terms and conditions do apply to all pet friendly stays:

• You must register your pet at check-in and provide the park with this signed waiver. Arrival with additional pets or different pets on check-in may result in the booking not being honoured and forfeiture of all monies paid.
• Pets must be healthy and free of parasites e.g. worms and fleas.
• Pets are not permitted inside accommodation unless otherwise stated (Pet – Friendly)
• Pets must be kept on a lead at all times while within the park.
• Pets are not permitted in the communal areas (including reception, camp kitchen, amenities, BBQ areas, playgrounds, swimming pools, restaurants, bars, cafes and/or kiosks).
• Do not use communal laundry facilities, including sinks, to wash your pet or its bedding.
• To ensure all guests have the right to quiet enjoyment, please restrict excessive noise.
• Please make sure you clean up after your pet. Mess must be cleaned up immediately and disposed of in the appropriate bins.
• No pet is to be left unattended including in caravans, tents or trailers at any time.
• Your pet must be supervised by you at all times.
• Please ensure that you comply with the park rules regarding kangaroos and other wildlife and do not allow your pet to approach or interact with these animals within the park.
• All park property is to be treated with care and left in a reasonable condition on departure. If there is any property damage, loss or excessive cleaning requirements caused by your pet you agree to pay compensation.
• Where the pet amenities are removed from a cabin, the guest will incur a replacement fee of $100.00.

**We’re currently trialling allowing small to medium (under 18kgs) well behaved dogs in selected cabin and villa accommodation. Dogs must be kept outside in the enclosed back garden area provided in Eucalypt Cottage 3 and are allowed in the Hideaway Villas. An additional cleaning charge of $30, plus $10 per dog applies per night which will be added to your booking, as well as a refundable bond.**

Pet bookings are subject to approval. Call our friendly reception team to book your pet friendly accommodation today on 02 6566 6142 for more information.

Eligibility to book
Children are welcome at our parks but we do not accept bookings from persons under the age of 18. All guests under the age of 18 must be accompanied by a responsible adult such as a parent or guardian. We reserve the right to cancel any booking where this condition is not met.

Your obligations

You agree that:

• you are personally liable for the payment of the guest account for your booking and if the person, company or association indicated by you as being responsible for the payment of the account does not pay, your liability for the payment of the account will be joint and several;
• any charges for guest services not billed at the time of departure, may be added to the account for settlement or charged to the same credit card used to pay the account, subject to an invoice being sent to you notifying you of any outstanding monies and all charges;
• you may be charged a reasonable amount for non-return of keys and loan equipment, to replace items missing from the accommodation or any property of ours that is damaged by you (or those staying with you). This amount may be deducted from your credit card (following reasonable notice to you) or deducted from your cash bond upon check-out; and
• if additional guests exceeding those contemplated in your booking wish to stay with you, further charges may apply and/or additional sites and accommodation may need to be booked by you or those additional guests.

Your privacy

You acknowledge that we may collect your personal information to provide services to you and that we may not be able to provide services to you if we do not collect this information. In addition, we may disclose your personal information to our related entities within the NRMA Group. Your personal information may be used by us and our related entities to send you information and offers from NRMA Parks and Resorts and other businesses within the NRMA Group.

You can read further information about how:

• we collect, use, disclose and store information personal information;
• you may access and correct personal information that we may hold about you;
• you may raise any concerns about our privacy practices and how we will respond to those concerns; and
• we may disclose personal information overseas.

BIG4 Holiday Parks of Australia Pty Ltd is not the owner of any particular BIG4 Holiday Park. BIG4 Holiday Parks facilitates this booking service and is not responsible for the provision of services, standard of facilities or payments received. All bookings are made directly with the individual owner of this BIG4 member park and therefore BIG4 Holiday Parks will not accept any responsibility.