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Booking Terms and Conditions

Check In

Powered sites and Campsites from 12 noon and Villas and Safari Tents from 2pm


Check Out

10am


Reception Hours

Sun-Thu: 7am-7pm, Fri-Sat: 7am-9pm


Changes and Cancellation

CANCELLATION & REFUND POLICY
In the event that you have to cancel your stay with us, please be advised that all cancellations must be received in writing and sent to info@sphr.com.au. 

Cancellation Periods:
High Season: (including September School Holidays, December/January School Holidays, Easter School Holidays).
Cancellations made outside 30 days of your scheduled arrival will result in a full refund less a $30.00 admin fee. Cancellations made inside 30 days of your scheduled arrival will result in all monies being forfeited.

Shoulder/Low Season:
Cancellations made outside 14 days of your scheduled arrival will result in a full refund, less a $30.00 admin fee. Cancellations made inside 14 days of your scheduled arrival will result in all monies being forfeited. 

BIG4 COVID-19 Flexible Booking Policy:
Customers who book a break on BIG4.com.au will be covered by the BIG4 COVID-19 Flexi Booking Policy and the BIG4 Brand Promise.

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. 

Travel insurance and weather events
It is highly advised to look at travel insurance for cover due to unforeseen circumstances including weather events/conditions, event cancellations, medical expenses, health pandemics and loss or damage to personal baggage. Within the cancellation period of your booking, a refund will not be made due to weather conditions/events.


Pets

Sorry, no pets are permitted into the resort.


Deposits and Payments

A deposit is required to secure each reservation. For all bookings a deposit equal to the first night’s accommodation/site tariff must be paid on credit/debit card at the time of making the reservation. Reservations will not be guaranteed without a deposit. Payment options after inital deposit payment: Eftpos, BIG4 Gift Cards, BPAY.


What you need to know

By accepting these Terms & Conditions, I/We agree and acknowledge that by entering the property myself, my guests and visitors all do so at our own risk, and the Owners/Management shall not be liable for any such injury, death or property loss and/or damage, including but not limited to the use of the resort pools, water play park, gym and other facilities. I/We agree that I am personally liable for all costs and charges incurred, in the event that any such costs and charges are not paid in full at check out, the first available card on file will be charged.   
 
PAYMENT & BOOKING POLICIES
We accept Visa and MasterCard for all bookings. All credit card payments incur a merchant service fee of 0.85% for Visa/MasterCard & 1.00% for American Express in addition to the total amount payable. Transaction fees are non-refundable.  
Automatic Payment for Final Balance Owing
You will receive an email five days prior to your final balance due date. Please ensure sufficient funds are available on the debit/credit card you have provided at the time of placing the initial booking when your final balance is due. If our attempt at deducting the remaining balance is unsuccessful, your reservation is subject to automatic cancellation.
 
GENERAL INFORMATION
One car per villa and site is permitted. Extra vehicle parking is available across the road in our overflow carpark.   
All guests under the age of 18 must be accompanied by an adult such as a parent, step-parent, guardian or other responsible adult at ALL times. A child under the age of 18 must not be left unaccompanied at any time. This includes event weekends and school holiday periods.  
Wristbands will be supplied and are required to be worn at all times while in the resort (loss of wristband will incur a $20 charge).  
During the use of childrens' room, games room, use of sports equipment and Go Kart hires, the guest will be fully liable for all damages made to Resort or other person’s property. We take no responsibility for any injuries that occur. Helmets are required to be worn by all children.
Any electric equipment such as; electric scooters, bikes, skateboards or hoverboards are not permitted within the Resort as these can exceed the speed limit and be dangerous for guests. 
We are not a pet friendly resort and do not allow any animals. 
 
ARRIVAL & DEPARTURE
Office hours are 7am - 7pm Sunday to Thursday and 7am – 9pm Friday and Saturday. In consideration of others and for safety reasons, all site bookings must arrive before Reception closes; please plan your trip and booking accordingly. Late arrivals for villas & safari tents by prior arrangement only.  
Check in is FROM 12:00pm for Powered and Unpowered sites.   
Check in is FROM 2:00pm for Villas. Please be advised, during busy periods, a 2:00pm check-in time may not be guaranteed. If you wish to guarantee your ability to check-in prior to 2:00pm you must book an additional night’s stay and pay the applicable rate for that additional night.  
Check out time is STRICTLY 10:00am.  
Early check-ins and late check-outs are applicable to BIG4 Membership holders and are subject to availability and must be arranged prior to check in or check out.   
A valid government issued photo ID must be presented on check in.  
You must be 18 years of age to make a reservation and check in.  
 
OCCUPANTS
The quoted tariff is based on the number of adults and children provided at the time of booking. Should the room or site occupants number change, the tariff will increase for the entire stay. If your booking is within your cancellation period, your credit card will be charged automatically.   
 
BIG4 MEMBERSHIPS
BIG4 Perks+ members are eligible to receive 10% discount on their booking (capped to the value of $50).  BIG4 VIP Perks members are eligible to receive 10% uncapped discount on their booking.  
Please present your membership number upon booking and present your membership card and ID upon arrival.  Membership must be current at the time of check in and for the full period of the stay for a discount to apply.  
Membership discount will only apply to bookings placed directly through the Resort or Big4.com.au. Discounts will not apply if booked through a third-party website e.g. Booking.com, Expedia, Hotels.com.  
If membership is presented after final payment is made and booking is inside cancellation period, no refund will be made.   
Members are entitled to a minimum of one in-park Perk per stay and can only be redeemed once. In-park Perks are upon request and subject to availability.  
A BIG4 Membership discount applies to the booking of the holder of the membership only. The BIG4 Membership does not get shared throughout a group booking.   
 
VILLAS & SAFARI TENTS
Upon departure, all rooms should be left in a presentable and clean manner. In the event that additional cleaning of the guest room, replacement of any furniture/fixture/fitting breakage, or repairs are required, a fee of $50.00 minimum will be charged to the card on file plus the cost of any additional replacements or damage repairs.   
 
NO PARTY POLICY & NOISE RESTRICTIONS
BIG4 Sandstone Point Holiday Resort has a strict no party policy.  
Party being defined as (but not limited to) excessive noise, disturbing of other guests, use of drugs, excessive intake of alcohol, guests exceeding the maximum room numbers, excessive traffic to and from the room.  
BIG4 Sandstone Point Holiday Resort reserves the right to evict the registered guest/s and all other occupants immediately from the premises with no refund given and further loss of monies for any damages. Additional after-hours disturbance fees upwards of $300 may apply and will be charged automatically by Resort Management.   
Any illegal activity will be reported directly to the Police.  
Management will not tolerate any verbal or physical abuse on the premises at all and guests will be asked to leave if the behaviour is deemed inappropriate.  
Noise restrictions: 9pm Sunday to Thursday | 10pm Friday & Saturday.   
 
LOST PROPERTY
BIG4 Sandstone Point Holiday Resort take no responsibility for items left behind or lost at the premises. We encourage you to check all wardrobes, drawers and communal areas before vacating the property. Lost property remains at Reception for a limited period of time before being donated or disposed of. If you believe you have left behind an item, please contact our Reception team on (07) 3450 0732.  

POWERED & UNPOWERED SITES
Upon Departure, any damage to the Astro Turf artificial grass & slab that has occurred during your stay as a result of your equipment/vehicles/guests, a fee of $250.00 minimum will be charged to the card on file plus the cost of any additional replacements or damage repairs. A minimum fee of $100.00 also applies if significant damage to the grass occurs.
 
WATERPARK & POOL POLICY
Please note that there is no lifeguard on duty and adult supervision is required at all times  
Prior to undertaking any activity, all occupants, guests or other persons should ensure and be satisfied that they are aware of all risks involved, including those risks associated with any pre-existing health conditions.  
A responsible parent or guardian must supervise children at all time as we take no responsibility for injuries or accidents that occur.  
 
VISITORS
As an in house guest you are able to have visitors visit you for the day.
(Updated Visitor Policy - current as of 11th November 2021)
Visitors of in-house guests are NOT permitted to enter or use the resort pool area or waterpark during peak times (this includes all school holiday periods, weekends which include Friday, Saturday & Sunday, event days and long weekends).
Visitors of in-house guests are only permitted to visit guest accommodation (sites, villas, safari tents); there is a no fee however all patrons must sign in prior to entry.
Upon arrival, each visitor will be given a visitor wristband that must be worn at all times within the resort. Visitors must park in the car park space across the road and be accompanied by a registered guest to reception to sign in. Visitors under the age of 18 must be signed in by a registered adult who will be responsible for their supervision at all times. Visitors must depart the resort by 7pm (Sunday – Thursday) and 9pm (Friday & Saturday). Upon departure, they are required to come to reception to sign out and return their wristband.
*Please note, you are only able to sign in a maximum of 6 visitors each day. Due to high occupancy in peak times visitors may be restricted and these conditions are up to the discretion of Management and are subject to change.
We understand going on holiday usually means spending quality time with family or friends who may live in the area, this is still possible, however during peak time and on weekends outside visitors will not be permitted to enter the pool or waterpark area.
 
BOOKING SELECTION FEE
A booking selection fee allows you to lock a specific Villa, Safari Tent or Site number of your choice if available.   
This booking selection fee however does not necessarily 100% guarantee your choice, in the event of maintenance issues or unforeseen circumstances, in which instance your booking selection fee may be cancelled and refunded to you by Resort Management.  
This fee adds $10 per night/per Villa, Safari Tent or Site in addition to your total accommodation amount.  If this fee is not paid, a site/villa number will not be guaranteed and will be allocated on check-in.  
If you request to be close to someone it is subject to availability and a site hold fee must be paid. In the event we still need to move you due to maintenance or unforeseen circumstances we will refund your site hold fee.
Refer to ‘Group Booking’ (section 11 below) for specific conditions relating to group site allocation.  

GROUP BOOKINGS
Group bookings allow guests to join individual bookings together to allow sites or villas to be in close proximity. Refer to ‘Booking Selection Fee’ (section 9 above) for specific conditions.  
The main group contact will be responsible for all bookings within the group and will be held liable for any outstanding charges or unpaid accounts.   
 
All terms and conditions within are subject to change at the discretion of Management.


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