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FAQs

Browse the Swell Resort frequently asked questions by selecting a category below. If you have a question that is not listed, please contact us.

Booking & Check-In

Information about bookings, payments and check-in.

Q: What time is check-in and check-out?

Checkin: 2.00pm - The guest who made the initial booking must be present at check-in. Guests must be at least 18 years of age and provide valid Photo ID and a Credit card imprint at check-in. If no credit card available at check-in a $500 security deposit is required.

Checkout: 10.00am - If departing prior to 9:00am please ensure your bill is finalised the day before. If there are any outstanding charges due on the account, the balance will be processed automatically against the credit card provided at check-in. 

SAME DAY BOOKINGS: All bookings made for arrival the same day MUST arrive during office hours.

Q: Do you require a security bond upon check-in?

The person whose name the booking is under must be the person who checks-in and registers with the resort. They MUST be 18 years of age and provide current Photo ID and valid Credit card for a $200 pre-authorization for the security bond on check in. If no valid credit card available at check in, a $500 cash security bond is required and is fully refundable, provided no damage has occurred. 

Q: Is after hours check-in available?

Arriving after hours? At the main reception entrance (2nd driveway 1 Ocean St) you will find a security intercom. Dial 9 to connect to Nitel who will then give you access to the building once booking verification has been made. On the left hand side inside door you will find the night safe which will unlock and there will be an envelope with your name, keys & instructions inside.

SAME DAY BOOKINGS: All bookings made for arrival the same day MUST arrive during office hours.

Q: Can I have a late check-out?

Checkout time is: 10am - In-house guests can request a late checkout however this is subject to availability and surcharges may apply- depending on time.

Q: When do I have to pay a deposit?

A deposit of $200 is required to secure each reservation. Reservations will not be guaranteed without a deposit.

High Season - $200 deposit required at time of booking (if booking is made within 28 days of arrival, the full amount will be required). Balance is to be paid in full 28 days prior to arrival.

Mid Season - $200 deposit required at time of booking (if booking is made within 14 days of arrival, the full amount will be required). Balance is to be paid 14 days prior to arrival.

Low Season - $200 deposit required at time of booking. Balance to be paid 14 days prior to arrival.

Q: What are the reception hours?

Monday to Friday: 8.30am – 5.00pm

Saturday: 9.00am – 1.00pm

Sunday: 9.00am – 11.00am

Public Holiday: closed

Q: Can I book theme park tickets at reception?

Yes, our friendly reception team can book your tour & theme park tickets for you.

Q: Payment Terms & Conditions

Automatic balance of payment deduction for bookings -please ensure sufficient funds are available on the debit/credit card you have provided at the time of placing the initial booking. If our attempt at deducting the remaining balance is unsuccessful, your reservation is subject to automatic cancellation. (Not applicable if booking has been made through a third party (Agoda.com, Booking.com, Expedia etc.)

We accept Visa, MasterCard, Amex and Diner Club for all bookings. NOTE: Merchant surcharge apply per transaction.  (Visa/Mastercard 2.2%, Amex/Diners 3.3%).  Alternatively bank details for direct deposit are:

BSB: 034 238  

Account: 398 827 

Account Name: Burly Head Accommodation Group Pty Ltd

Reference:  Booking Surname

Swell Resort’s booking program, REI will securely hold credit card details for each guest.

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.

A valid credit or debit card must be provided on check in. This card may be charged a pre-authorisation to secure your reservation. This amount is up to the discretion of management and is subject to change.

Q: Group Bookings

GROUP BOOKINGS: Please note for bookings of 4 or more rooms, different policies and procedures may apply. For further information please contact the property in advance, using the contact details found on the booking confirmation

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Services & Facilities FAQ's

General information about our accommodation services and on-site facilities.

Q: Is there Internet or WiFi access available?

COMPLIMENTARY Internet Access is available from all apartments (NBN).

Q: What facilities do you have?

Full size tennis court with lights, swimming pool, gym, easy walking distance to patrolled surf beach and dining options.

Q: Is there car parking available?

The resort has undercover security car parking available, 1 per apartment.

Q: Is all linen provided?

All linen and bath towels are provided for the confirmed number of guests. You will need to bring your own beach towel or you can hire one from reception.

Q: How often are the apartments serviced?

Our apartments receive a "mid-stay" service if staying 8 nights or more.

Q: Is the pool heated?

Our swimming pool is heated (seasonally)

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Location FAQ's

General information about our location.

Q: How close is Surfers Paradise & Broadbeach?

Just a 10-15 minute drive into the popular Broadbeach or the hub of Surfers Paradise.

Q: Are there shops or restaurants nearby?

Swell Resort is within easy working distance to restaurants & shops.

Q: Is there public transport nearby?

The local Surfside buses come right pass the resort, bus stop within 50m walk.

Q: How far away is the beach?

A patrolled surf beach is located within easy walking distance, approx 200m

Q: Where can I buy groceries locally?

A quick walk away is an IGA & Woolworths supermarket or a short drive is the Stockland shopping centre in Burleigh.

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