Lilly Pilly Villa

Changes and Cancellations

Low Season:

• Cancellations made less than 7 days before arrival will result in the deposit being forfeited.
• Cancellations made more than 7 days before arrival are eligible for a full refund minus a $50 administration fee or funds can be left as a credit valid for 12 months.

High Season: (School holidays, long weekends, event weekends):

• Cancellations made less than 60 days before arrival will result in all monies paid being forfeited.
• Cancellations made more than 60 days before arrival are eligible for a full refund minus a $50 administration fee or funds can be left as a credit valid for 12 months.

Promotions & Specials:

• Bookings made as part of a promotion or special, are not eligible for cancellations or refunds. Please refer to the T&Cs on the specific deal for more information.

Deposits

• Low season sites: $99 at time of booking - Balance due 7 days before arrival
• Low season villas: One nights accommodation at time of booking - Balance due 7 days before arrival
• High Season: Villas $700 & Sites $400 (balance due 60 days before arrival)
• Promotions & Deals: Full payment at time of booking.

Payments

1. You authorise the Park Owner to charge the credit, charge or debit card ('Card'), the imprint of which or the number of which You provide to the Park Owner, in respect of all charges due and payable in respect of the services and accommodation provided to You in the Park and in respect of any damage or loss you cause to the Park Owner.
2. If You present a Card on making your booking, or at the commencement of your stay in the Park, You also authorise the Park Owner to reserve credit with, or obtain an authorisation from, the Card issuer in an amount up to the expected cost of your accommodation and other services plus [$200 (inclusive of GST)] or other such amount advised at time of your arrival or reservation.
3. If the Park Owner charges Your Card for damage or other loss you cause, it will promptly notify You of the amount so charged and provide details of the damage. If You dispute the damage or the amount charged, You may contact the Park Owner. The Park Owner will deal promptly with any dispute and, if it reasonably considers that any amount should be refunded to You, will promptly credit that amount to Your Card.
4. Your Card may be so charged within 60 days after the end of your stay, notwithstanding that any particular charge or amount could have been but was not charged on or before your departure.
5. Generally - no refunds will be issued. Please refer to our cancellation and refund policy.

For this park

At BIG4 Caloundra we understand that pets are a cherished part of your family, and we want to create a welcoming environment for both you and your furry companions. To ensure a safe and enjoyable stay for all our guests, we kindly ask you to comply with the following pet-friendly terms and conditions:

Pet Types and Limitations:
a. We welcome domesticated dogs and cats as our pet guests on most sites.
b. Pets are not permitted in cabins.
c. A maximum of one pet per site is allowed, subject to availability and at the discretion of management.
d. Please note that we do not permit “bitey or barkey” breeds in the park and ask that all dogs be under 25kg.
e. All pets must be registered with their local council and proof of registration must be provided if requested by management.

Booking:
a. Pet bookings are not available via our online portals. Please call our team to book your stay should you wish to bring a pet; this way we can ensure you are placed on a pet friendly site.
b. A flat fee of $10 per pet, per stay, will apply to bookings.
c. Failure to inform us of a pet onsite will result in immediate removal from the park without refund.

Vaccination and Health:
a. All pets must be up-to-date with vaccinations as per local and national regulations.
b. We reserve the right to request proof of vaccination upon arrival.
c. Pets showing signs of illness will not be allowed on the premises for the health and safety of all guests.

Leash Policy:
a. For the safety and comfort of all guests, pets must be kept on a leash at all times when outside your van / motorhome / tent.
b. Please refrain from using extendable leashes.

Pet Waste and Cleanup:
a. Pet owners are responsible for cleaning up after their pets.
b. Waste bags and disposal bins are provided throughout the park for your convenience.
c. Please be considerate and promptly clean up after your pets to maintain the cleanliness of the park.

Pet Noise and Disturbance:
a. Owners are responsible for ensuring their pets do not cause excessive noise or disturbance to other guests.
b. If your pet is prone to barking or other loud noises, please take necessary measures to keep them quiet. Failure to do so may result in removal from the park without refund.

Pet Exclusion Zones:
a. For the safety and comfort of all guests, pets are not allowed in certain areas within the park.
Exclusion zones are as follows:
1. Swimming Pool & surrounds
2. Camp Kitchens
3. Amenity Blocks
4. Jump Pillow
5. Cabins
6. Laundry
b. Please respect these areas and adhere to the rules and on-site signage.
c. Please do not wash dog / cat bedding or blankets in the on-site laundry facilities.

Pet Supervision:
a. Pets should not be left unattended at any time.
b. If you need to leave the premises, please take your pet with you or arrange for a pet-sitting service.

Damages and Liabilities:
a. Pet owners will be held responsible for any damages caused by their pets to the accommodation or park property in general.
b. Pet owners agree to indemnify BIG4 Caloundra and its employees against any liability, loss, or damage caused by their pets.

Emergency Situations:
a. In case of a pet-related emergency, please contact management immediately for assistance.

Pet Behavior:
a. All pets must be well-behaved and socialized to ensure a harmonious environment for all guests.
b. Aggressive or unruly behavior may result in the pet (and their humans) being asked to leave the park.

Cleanliness of Accommodation:
a. Please ensure that your pet's presence on site does not result in excessive mess or damage.
b. Additional cleaning charges may apply if deemed necessary.

General Access:
a. Pets will only be welcome outside of school holiday periods and on pet friendly sites.
b. BIG4 Caloundra will continue to offer pet free site accommodation until further notice.
c. BIG4 Caloundra does not currently offer pet friendly cabin accommodation.

Bookings

We are looking forward to hosting you in the park. By making a booking or reservation, you agree to:

• Be bound by these terms and conditions.
• Agree to the deposit, cancellation and refund policy of your booking
• Agree to the rules, behaviours and directions of staff for the duration of your stay.
• Understand that minimum stays apply during shoulder and peak seasons.

Check in time is 2pm for cabins & 11am for sites.

Check out time is strictly 10.00am.

1. All keys & wrist bands are to be returned to reception or placed in designated key box upon check-out.
2. All guests shall accept liability for themselves, their children, furniture, fixtures and all fittings in the accommodation - fair wear and tear accepted.
3. Children under the age of nine years must not use a top bunk. Parents and/or guardians must supervise children in a cabin at all times.
4. Guests must comply with park rules and regulations as a condition of stay, as displayed on receipt or on request.
5. BIG4 Caloundra Waterfront shall not be responsible for personal injury, or be liable to compensate guests for loss, theft or damage of any vehicle or personal property on or brought into the premise. BIG4 Caloundra Waterfront suggests that guests securely lock their accommodation and or motor vehicle when unoccupied.

Weather

Unfortunately, there is not much we can do about the weather. Weather is not a valid reason for a Credit or Refund.

Pandemic, Government Named Event or Disaster

In the event of a Pandemic, Alien Invasion or Government Named Event or Disaster, we reserve the right to offer a credit for a future stay, valid for 18 months. In these situations, a refund is at the discretion of management. Refunds are paid by EFT.

Allocated Site or Cabin

While we make every attempt to accommodate you in a specific cabin or site, from time to time for operational reasons, we may need to re-allocate you to comparable product.

Site Power & Sullage

When a camping or caravan guest is connecting to the electrical power connection of the park, you must use a legal 15Amp power cord with an appropriate plug. The cord must be in serviceable and safe condition.

CAUTION: 10Amp cords are a significant fire and electrical risk both for campsite/caravan and the park’s power infrastructure. If damage is caused to the power infrastructure due to the incorrect or an unsafe cable or plug, we reserve the right to charge for the repair and replacement.

NO Smoking or Vaping

We are proudly a Non-Smoking and Non-Vaping facility, that includes cabins (including external decks), campsites and all communal areas. Our Customer Service staff will be happy to point out designated smoking areas. An additional cleaning charge will be applied where there is evidence of smoking inside cabins.

Facilities – Availability & Opening Hours

We are proud of our facilities and how they are presented. From time to time, we need to undertake periodic and, on rare occasions, emergency works. We’ll do our best to notify you ahead of time, so you can better plan your stay. Likewise, facilities opening hours are a guide and might need to change at short notice for operational requirements.

Public Access

As much as we’d love to share our amazing facilities with everyone, much like other resorts and BIG4 parks, we have a duty of care to supply paying guests with a premium experience. Guests are permitted to have visitors on site provided it doesn’t impact on the experience of our other guests. These visitors will be required to register at reception and will incur a $20 fee/ person/ day. This fee covers use of the facilities and any children’s activities that may be running during their visit. Management reserve the right to ask visitors to leave the park at any time.

Waterslides

We have two waterslides in our park for your enjoyment. For the safety of all guests and staff, there are several non-negotiable rules that must be adhered to:

1. One person per slide at any one time
2. Feet first sliding position 
3. Wait until the splash zone is clear before commencing your ride 
4. Seated position only (no kneeling or standing)
5. No inflatables or boards on slides 
6. No climbing up or on the slides

Our slides are closely monitored by staff and CCTV. Guests partaking in dangerous or unsocial behaviour will be asked the leave the pool area and not permitted to return for the duration of their stay. Guests are reminded that there is no lifeguard on duty and parents / adults are responsible for the safety and compliance of children in their care. 

Camp Fires

We do not permit campfires on individual sites; however, we have a communal fire pit located in our entertainment precinct for our guests to enjoy during the cooler months.

Bikes, Scooters & Skateboards

We want kids of all ages to be active and enjoy our beautiful park and grounds so non-motorised wheeled transport is welcome. Please note gardens, grass areas, in between accommodation, our timber decks, and the front of the park near the boom gates are strictly out of bounds. The entire park is a shared zone and all vehicles (bikes included) must adhere to the park rules – speeding and reckless behaviour will not be tolerated. Once the sun goes down, bikes, scooters and skateboards need to be safely put away until 7:30am the following morning.

Speed Limits & Parking

For the safety of our (junior) guests, we ask that you strictly abide by the park road and parking rules. We have a strict 5km/h speed limit and we ask that you keep your vehicle parked off the roads. Unless you have prior approval, we allow only one vehicle per booking. Trailers and other vehicles requirements are at management’s discretion and with direct discussion and authorisation.

Amenity Blocks

For everyone’s safe enjoyment, we ask that children are supervised around the amenity blocks. If you notice the amenities are not to usual levels of cleanliness, please notify Customer Service so we can attend to them promptly.

Party Animals & Night Owls

Celebrations are allowed, we want you to enjoy yourselves! However, please remember that we are a family friendly environment and not everyone has the same taste in music. Please refrain from excessive noise and note that Intoxication and drugs in the park will not be tolerated.

Failure to abide by the Rules, Terms and Conditions
If you fail to take staff instructions and requests to follow park rules, terms and conditions, management reserves the right to cancel your stay immediately and you will forfeit any monies paid.

Use of CCTV

For security and safety we utilise CCTV in the park. A condition of entry is that you accept your image may be recorded by CCTV. We reserve the right to use these images for any security, legal or statutory reasons. We also reserve the right to pass these images onto law enforcement as required.
We will not use the footage for another purpose. Old footage will routinely be deleted.

Social Media Images

We use social media (we’re hip, we’re cool). We always try to get consent to post, but if we slip up and you end up in a post (and you don’t want people to know you holiday in the coolest place in Australia), please let us know and of course we’ll remove the post as soon as possible. Either drop into reception or drop us a line at enquiry@big4caloundra.com.au.

Privacy & Data Policy

Our data retention policy:

• We do not and will not sell your personal data to third parties.
• We will only market to you if you wish to be marketed to (we will explicitly ask you to opt in for marketing communication)
• We pass on your booking details to BIG4 Holiday Parks Australia if you book with us and you have BIG4 Membership.

Information we have during your stay:

• Name
• Phone Number & Email Address
• Address
• Vehicle Registration
• Your BIG4 Membership number
• Your bookings relevant details (accommodation, dates, tariff, related booking information including notes we make about your booking).

While we take your credit details during booking, it is tokenised in our Property Management System, so it cannot be viewed by or accessed by us.

We utilise booking data and computed demographic information for our own analysis, but all data for analysis is anonymised.

RISK WARNING

The management wishes to warn occupants, guests and other persons who engage in any recreational activity, within the meaning of the Civil Liability Act 2002 in, on or near the park, that the pursuit of such activities may result in harm or personal injury. All persons who engage in a recreational activity do so at their own risk.

WARNING

Water Hazards: Parents and Guardians please note the location of a water lake which may pose as a water hazard to small children or other non-swimmers. The Lake is clearly identified on our site plan and strict supervision should be maintained to prevent children and non-swimmers from gaining access.

LOSS OF GUESTS’ PROPERTY

Traveller Accommodation Providers (Liability) Act 2001. This Act changes the common law about Innkeeper's liability. Under the Act, an accommodation provider may be liable to make good any loss of a guest's property in certain circumstances even though the loss is not caused by the fault of the accommodation provider, or the provider's agent. This is limited to $250 for each accommodation unit provided for the use of the guest on the day, unless the guest/s property was placed in safe custody facilities. This does not cover motor vehicles and things owned by the guest left in or on motor vehicles.

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 claims for refunds or credits.