Terms & Conditions

** Please read these terms and conditions carefully as these conditions incorporate the basis on which bookings are accepted **

How to Book / Quotes and Reservations

  • Bookings can be made direct at the resort on 07 5585 8888 or + 61 7 5585 8888 if calling from overseas.
  • Reservations are subject to availability and actual pricing at the time of booking.
  • Verbal and written quotes are valid for 24 hours only. Any verbal quote given is an estimate only of price, which will be subject to a written advice on confirmation of the reservation.
  • A non-refundable deposit of $250 per room must be received immediately by credit card to confirm the booking. If your total reservation amount is less than $250, full payment is required at the time of booking. Payment will indicate acceptance of these booking conditions.
  • A 2% surcharge will apply to all credit card and debit card transactions.

Final Payment

  • Standard conditions are full payment must be received at least 14 days prior to check-in.
  • A 2% surcharge will apply to all credit card and debit card transactions.
    • For all reservations travelling over the peak seasons, standard payment conditions do not apply.  Payment will be required 30 days prior to arrival.
  • Standard Conditions for bookings made inside 14 days prior to check-in, full payment is required at time of booking via credit card.
  • Prices listed include GST.
  • If deposit or final payment is not received by the due date, the Phoenician Resort reserves the right to cancel the booking. Confirmation and invoices are subject to re-issue if incorrect through error or omission and the passenger accepts the liability to then pay the correct cost or to decline to retain the reservation.

Payment Options

  • Standard Payments accepted include
    • Visa & MasterCard – Credit and Debit Cards.
    • American Express Credit Cards
    • Australian Dollar personal or bank cheques
    • Telegraphic Transfer (Allow 7 Days Transaction time)
    • A 2% surcharge will apply to all credit card and debit card transactions.

Cancellation terms and charges

  • Up to 14 days prior to arrival, loss of $250 deposit paid per room, or the total booking value if that is less than $250
  • Between 14 days and 48 hours prior to day of arrival check-in time, 50% of total booking value.
  • Within 48 hours of standard check in time, cancellations are subject to a 100% cancellation fee.

Cancellations for Travel during Peak Season

  • Cancellations made up to 30 days prior to arrival, loss of $250 deposit paid per room, or the total booking value if that is less than $250
  • Cancellations made within 30 days prior to arrival are subject to a 100% cancellation fee.
  • All amendments made within 30 days, will be treated as a cancellation incurring a 100% cancellation fee.

Amendments terms and charges

  • All amendments to dates and room types are subject to availability at the time of amending your reservation
  • Amendments are permitted up to 14 days prior to arrival. Changes can be made by calling the Property direct.
  •  If amending your reservation inside 14 days of arrival a $25 amendment fee will apply. “Cancellations terms and charges” also apply.
  • Amendments are not accepted inside 48 hours of standard check-in time.
  • Travel During Peak Season – All amendments made within 30 days prior to arrival, will be treated as a cancellation incurring a 100% cancellation fee.

 Refund Policy

  • No shows and cancellations after check in – will be subject to a 100% cancellation fee.
  • If after arrival clients are dissatisfied with any aspect of their accommodation & decide to terminate their stay, the amount to be refunded, if any is at the discretion of the property management.
  • Once full payment has been made, according to the above “Final Payment” Terms & Conditions, there will be no refund.  The residual balance after above cancellation fees are applied may be held as credit towards future bookings with the Property.  This credit can only be held for a maximum period of twelve months from the day the booking is cancelled. It is at the discretion of the customer to redeem moneys held in credit by calling the property direct prior to the expiry date.
  • Bookings held over in Credit will be completely at the discretion of the property management. Administration fees may be applied.

Rates and Changes

  • Rates quoted are in the hotels local currency and are subject to change at any time.
  • Rates are inclusive of GST where applicable.
  • All rates do not include transport from your home port to holiday destination and return, items of a personal nature, meals (unless specified), transfers and existing or proposed taxes and government charges, unless otherwise indicated.
  • Any verbal quote given is an estimate only of price, which will be subject to a written advice on confirmation of the reservation.
  • Minimum length of stay restrictions may apply to certain rates during special event periods.
  • The price of your holiday cannot be guaranteed until full payment is received.
  • All prices and other payments and conditions should be confirmed at the time of booking.

Apartment Servicing

  • Mid Stay Services are included for reservations eight nights or longer.  A mid stay service will be done on the 4th day.

Check-in and Check-out

  • Standard check-in time is 2pm.
  • Standard check-out time is 10am.
  • For guaranteed arrival prior to 2pm, a room must be reserved from the previous night and therefore includes an additional nightly charge.

Security Deposits and Photo I.D. required on check-in

  • An acceptable form of photographic identification will need to be produced at the hotel or resort prior to check-in.
  • A credit card authorisation (pre-auth) of $200 .00 will be required for at time of check in and may be used to cover incidental items such as (but not limited to): Telephone charges, any breakages or damage incurred during your stay, or cleaning charges in excess of the normal level of cleaning.  This will be done upon arrival.
  • The pre-authorised amount is set aside by the credit card company for a period of up to 14-days.
  • The pre-authorisation will affect your available funds balance or spending limit.
  • For more information on this practice we suggest the cardholder contact their card issuer. Once a pre-authorisation has been made, we cannot release, remove or lower the authorised amount, until we process the final account on departure. This is a restriction placed on us by the bank, and cannot be negotiated.
  • Where a credit card is not available a minimum $200.00 cash deposit will be required.

Room Allocation

  • In the unlikely event of a situation whereby the Phoenician Resort cannot provide accommodation as previously confirmed, for whatever reason, the Phoenician Resort will undertake to relocate clients into an alternative resort of equal or better grading at no expense to the client. Should there not be a resort of equal or better grading in the vicinity of the original booking, it may be required to provide clients with a resort of a lesser grading. If this is the case, any reduction in costs will be refunded to the client.
  • The alternatives offered are at the Phoenician Resort’s discretion. Should the client wish to choose a property of a standard other than that offered under this condition, then the client will be required to pay any difference in price between the Phoenician Resort’s recommended property and their own choice of property.

Children’s Prices

  • In most cases, children’s prices for accommodation refer to children occupying the same room/unit with at least two adults and using existing bedding. Additional charges will apply if extra beds or linen (including rollaways, sofa beds or cots) are required.
  • Child age’s: 2years – 12years inclusive, Infant age: 2years and younger.
  • Prices for any other combination of children and adults should be obtained from your consultant.


  • Whilst care is taken to ensure that the description of facilities and services of the Phoenician Resort is accurate, these are continually being changed, upgraded, and on occasion taken out of service. If any feature/facility is essential for the passenger in choosing a particular property, it is advisable that the guest checks this at time of booking. The Phoenician Resort cannot be held liable for omissions or errors, whether temporary or permanent of a property’s facilities and services.
  • Property room photos may not be specific to actual room allocated. Photos are indicative only. Accommodation facilities listed may not apply to all room types.

Special Requests

  • Whilst we attempt to satisfy all special requests, we are unable to provide a guarantee.
  • Map images, if shown, are for general information only and may not necessarily reflect actual routings, locations or services provided.
  • Many of the destination shots on our website have been supplied by tourism authorities, including Tourism Queensland & Queenstown Tourism.

Travel Insurance

  • We strongly recommend you purchase comprehensive travel insurance at time of booking. We suggest that the policy should include, but not be limited to, the following cover: Loss of deposit through cancellation; loss or damage to personal baggage and loss of money and medical expenses.

Booking Arrangements

  • The person affecting a booking shall be deemed to have accepted the booking conditions on behalf of all persons named in the booking.
  • The person who makes/confirms a booking on behalf of another person shall be deemed to have accepted the booking Terms and Conditions on behalf of all persons named in the booking.


  • Once a reservation is confirmed and your deposit or full payment has been made, confirmation will be sent via email or post to the address provided in the booking.

Unaccompanied minors

  • All clients under the age of 18 must be accompanied by a parent/guardian.
  • The property has the right to refuse any booking, when the legal guardian over 18 cannot provide current photo ID or proof of guardianship, if requested on check-in.


  • The Phoenician Resort can sometimes include third party products in special packages. As an agent on behalf of this product or service the Phoenician Resort shall not be liable under any circumstances for any failure by those service providers to fulfil such travel arrangements nor for any error, alteration or change of any kind made by those service providers following the acceptance of the booking by them. All coupons, vouchers, receipts and tickets are issued subject to the terms and conditions specified by those service providers.
  • The Phoenician Resort both for itself and on behalf of their employees or agents do not accept any responsibility for any act, omission, default or neglect of themselves, their employees or agents for injury, damage, or loss to persons or goods whatsoever or however the same may be caused and they do not warrant and are in no way responsible for the accuracy of any information given in statement made by their service providers in terms of travel arrangements. By utilising the travel services provided by the Phoenician Resort, you agree that:
  • The Phoenician Resort shall not be liable for the wilful or negligent acts and/or omissions of such carriers and/or service providers. The Phoenician Resort will not be liable for any accident, injury, delay, property damage or personal loss to you or those travelling with you in connection with any accommodation, transportation, or other travel services resulting directly or indirectly from any occurrences or conditions beyond its control, including but not limited to acts of terrorism, act of God, defects in vehicles, war, strikes, theft, delay, cancellation, civil disorder, disaster, Government regulations or changes in itinerary or schedule.
  • Please note that all travel documents, observance of laws and regulations of various Governments are your responsibility.
  • Every effort is made to ensure that information displayed on this website is correct. Information and rates and the Phoenician Resort websites are subject to change without notice.
  • The Phoenician Resort only accepts instructions on the above terms.

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