Frequently asked questions
- What are your check in and check out times?
- Do you allow pets?
- Can I smoke at the tourist park?
- Can children use the facilities?
- What are our responsibilities?
- What behaviour is expected?
- Do you accommodate guests with specific needs?
- Can I bring guests & what are the rules surrounding vehicles?
- What payment is required at the time of booking?
- How much is the booking deposit?
- When should I pay by during peak season?
- When should I pay by during mid & low season?
- Can I get a compassionate cancellation?
- What refunds are given in case of cancellation?
- What happens when cancellations or changes are made by the Summerstar?
- Do you allow under 18's?
- Are cots and high chairs available?
- Can I hire fold out beds?
What are your check in and check out times?
Guest check-in time is 2pm. If rooms are requested prior to check-in time, this will be accommodated, as rooms become available.
Check-out time is 10am. If available, our staff can arrange a 12pm late departure for a $20.00 fee.
Your site is available from 12pm on your holiday start date. You will need to vacate your site by 10am on the day of your departure.
If you think you’ll arrive after 6pm on the day of your arrival, please contact the Summerstar Park directly so that we can make arrangements for you to check-in and collect your keys.▲ Back to top
Do you allow pets?
Your pet remains your responsibility throughout your stay.
A $20 pet deposit will be taken at check-in. This is refundable at check-out if the guidelines are followed.
We are pleased to welcome most dogs at our parks, however, some breeds of dog are not allowed, this is at the discretion of the Park Managers.
Assistance dogs for disabled guests are exempt from these requirements and charges.
Pets must be kept on a lead at all times and you must clean up after your pet. Pets (other than assistance dogs) are not allowed in any of our park facilities or play areas.
Pets should not be allowed in holiday homes or ensuites. If your dog is found in the holiday homes or ensuites, this will result in loss of deposit and an additional cleaning fee of $50.00.
If we reasonably believe your pet is causing a nuisance, behaving dangerously or causing damage to the property, you will be required to remove it from the park. No refunds will be provided in these instances.▲ Back to top
Can I smoke at the tourist park?
It is illegal to smoke inside enclosed public buildings and you and other members of your party are requested to smoke only in those areas which have been clearly designated as such (this excludes any area near the playground and jumping pillows). Smoking is also strictly forbidden in all of our holiday accommodation. A $500 cleaning fee applies if there is smoking in the holiday accommodation.▲ Back to top
Can children use the facilities?
In our swimming pools, bouncing pillows and play equipment, children under the age of 12 must be accompanied by an adult.
Please be aware that occasionally we need to close or withdraw certain facilities (e.g. for safety, maintenance or other reasons beyond our control).▲ Back to top
What are our responsibilities?
You are required to take care of your holiday home whilst you occupy it. At the end of your holiday you must leave your holiday accommodation in a reasonable and tidy condition.
We reserve the right to enter your accommodation, at any reasonable time during your stay, in order to inspect the condition of the accommodation or without notice in the event of emergency.
Summerstar Tourist Parks do not accept any responsibility for the theft or loss of your personal possessions whilst on our parks or whilst you are in your holiday accommodation and you should take appropriate security measures to ensure against theft and or loss.▲ Back to top
What behaviour is expected?
Our parks are used primarily by families and we would ask that the behaviour of you and your party reflects this fact. Noisy, offensive or inappropriate behaviour or actions likely to cause harm to any other guest, members of our staff or anyone’s property at the holiday park will not be tolerated. We reserve the right to refuse entry to and/or eject any person who, in the reasonable opinion of the management of the park, does not comply with these standards of behaviour.
All children must be properly supervised by parents or guardians throughout your holiday. We reserve the right to deny access to our facilities if, in the reasonable opinion of the management of the park, we believe that any child or children will be unduly disruptive.▲ Back to top
Do you accommodate guests with specific needs?
Some of our holiday homes offer specific accommodation suitable for wheelchairs or those who may have mobility difficulties. However certain accommodation and locations may not be suitable. If your party includes someone with specific requirements please let us know at the time of booking.▲ Back to top
Can I bring guests & what are the rules surrounding vehicles?
Registered guests are permitted to have visitors during their stay. All vehicles and guests must be registered with the Office reception prior to entry and park in the visitor’s carpark. Please note that only registered guests may use the park facilities, in fairness to all our paying guests.
All visitors must vacate the park by 10:00pm.
Guests and their visitors may not engage in any illegal activity at any time whilst at the property.
You and your guests should comply with the 8km/hour speed limit, parking and other traffic regulations on our parks. All vehicles are brought onto the holiday park at their owner’s risk and Summerstar Tourist
Parks do not accept responsibility for loss or damage to these except where it is caused by our negligence or fault.▲ Back to top
What payment is required at the time of booking?
Full payment for your stay is required at the time of booking.▲ Back to top
How much is the booking deposit?
A payment of not less than one night’s accommodate is required as a deposit at the time of booking. This will be subtracted from your final tariff upon settlement.
A credit card number will be taken with every booking. The Credit Card will not be used without your authorization.▲ Back to top
When should I pay by during peak season?
Peak season includes Christmas period, Easter periods, school holidays and long weekends.
Balance due for one week’s accommodation shall be paid not less than 60 days before your holiday start date. If payment is not made by this date, then we will assume that your holiday has been cancelled. We may re-sell the holiday to another customer.▲ Back to top
When should I pay by during mid & low season?
Low season is any time outside of Peak Mid Season.
10% of the balance due shall be paid not less than 30 days before your holiday start date. If payment is not made by this date, then we will assume that your holiday has been cancelled. We may re-sell the holiday to another customer.▲ Back to top
Can I get a compassionate cancellation?
It is at the sole discretion of the Managers of the Summerstar Tourist Park to provide a cancellation and refund of deposit outside of below terms on compassionate grounds. A $15 administration/booking fee will be taken from your deposit and the remainder returned to your credit card.
We do not offer cash refunds.▲ Back to top
What refunds are given in case of cancellation?
Should you need to cancel your booking you must advise us by telephone and then confirm this cancellation in writing to us by post, fax, or email quoting your booking reference number. Your cancellation will only be effective as at the date we receive your written confirmation.
If you cancel your holiday within 30 days of your booking date, no refund will be given by Summerstar Tourist Parks.
We do not offer cash refunds.▲ Back to top
What happens when cancellations or changes are made by the Summerstar?
In exceptional circumstances, we may have to cancel or change some aspects of your booking. If we do so, we will tell you as soon as possible prior to your holiday date and you may choose to either:
1. Accept the changes offered by us
2. Receive a full refund
3. Accept an alternative holiday with us at the same price.
We do not pay compensation in circumstances where we have to cancel your booking including those arising from Force Majeure.▲ Back to top
Do you allow under 18's?
We are unable to accept bookings from anyone under the age of 18.
We do not have the policies, procedures or resources to accommodate the unique needs of school leavers during the annual ‘Schoolies’ Period.
In particular we do not have adequate resources to engage qualified security personnel to guarantee the safety, comfort and convenience of our families and guests during this period.
For this reason we reserve the right to reject bookings from school and/or university leavers for the period 22nd October to 17th December.
If you still choose to book your accommodation with us and it turns out that you are school leavers, or you have school leavers in your party your booking will be cancelled and cancellation fees will be forfeited at the discretion of management.▲ Back to top
Are cots and high chairs available?
Cots & Highchairs are available to accommodation guests at no extra cost, please advise us at time of booking if you require them.▲ Back to top
Can I hire fold out beds?
Fold out beds can be hired for a cost of $15 per night. Fold out beds include linen, pillows and towels.▲ Back to top