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NOVEL CORONAVIRUS

The safety of you and your family is our number one priority and the North Star team is working round the clock to ensure all guests spend their stay a safe and protected environment. We do ask you to stick to the rules and if you or one of your family members is not feeling well, please respect the health and wellbeing of others and stay at home. And remember, SOCIAL DISTANCING is important for everyone.

Flexible Cancellation Policy

book with confidenceWe’re aiming to reduce your stress by being more flexible with booking conditions. If Government restrictions change within 30 days of your arrival date to slow the spread of COVID19 and you are no longer able to travel, we would be happy to refund your booking. Please note this does not apply to sale rates which are typically more restrictive (see below).  The flexibility of cancellation will be subject to gazetted government restrictions such as border closures and deemed hot spots.  It does not cover “change of mind” regarding travel.

For all bookings, including those with pre-paid sale rates (which are typically more restrictive), you can choose to postpone your stay. Whilst no fees will apply, date changes will be subject to availability and any difference in rate. If you’re still unsure when you would like to stay, we can hold the credit for up to 12 months. This is effective immediately and will apply for all travel up to 30 November 2021.

We recommend our guests to purchase Travel Insurance for coverage outside of the current COVID-19 health crisis.  Travel Insurance will cover severe weather and/or natural disasters; accidents, Illness (excluding COVID-19) and unforeseen happenings. Please read the policy disclosure statement carefully prior to making any decision regarding cover.

If you have any questions, please don’t hesitate to send us a message or call the friendly team at North Star. We are happy to chat and assist in any way we can to alleviate your concerns.

An important message to all upcoming arrivals

To take all reasonable steps to protect the health and well-being of everyone in North Star Holiday Resort and prevent the spread of COVID-19 within the resort and our residential land lease community, you will be required before you arrive at the resort to sign a disclaimer confirming your health and travel history (as well as the health and travel history of any persons accompanying you).

Due to the resorts close proximity to the QLD Border and our previous inclusion in the “Border Bubble” during the period of hard border closure, North Star considers directives from both states when making decisions regarding outbreaks and gazetted hotspots.  In our unwavering efforts to keep our staff, guests and residents of our land lease community safe we reserve the right to refuse guests at any time. (Please refer to our refund policy if you have been directly impacted by COVID Safe recommendations)

We keep up to date and source our information from the following websites when considering our booking management:

https://www.healthdirect.gov.au/covid19-restriction-checker/domestic-travel/nsw

https://www.nsw.gov.au/covid-19/latest-news-and-updates

https://www.health.qld.gov.au/system-governance/legislation/cho-public-health-directions-under-expanded-public-health-act-powers/declared-hotspots-direction

https://www.fairtrading.nsw.gov.au/resource-library/publications/coronavirus-covid-19/retirement-villages-and-residential-land-lease-communities

If you or any of your party have travelled from a country or region that is at high or moderate risk of COVID-19, been in a COVID-19 hotspot (as defined by the Chief Medical Officer), or have been in close contact with a confirmed case in the 14 days before your planned arrival date, you must notify us immediately before travelling to North Star.

Any guests experiencing symptoms of the virus are asked to contact their doctor immediately and postpone their stay with us. The signs and symptoms to look out for include but are not limited to fever, cough, sore throat; or difficulty breathing.

 

Cleaning is our forte!

North Star Holiday Resort has long had an industry reputation for outstanding facilities and accommodation, with our cleaning measures equally as impressive.

However, with the green light given for us to reopen we wanted to assure you that our health and hygiene standards of the highest standard.  We have implemented all the recommended measures regarding COVID-19 to ensure you can relax whilst you are on-site and enjoy everything our resort has to offer.

Whether you are travelling now or in the future, we want you to know that your safety and wellbeing are our top priority, and thank you in advance

for putting your trust in North Star as you plan for upcoming travels.

Before your arrival

All guests are encouraged to pre-sign your guest registration form online. This will save time when you arrive at reception and reduce the number of guests using the electronic check-in station in Reception tablet to sign in.

Facilities During Your Stay

The health and safety of our guests, staff, and all who visit North Star are of the utmost importance.  With COVID-19 restrictions still in place, we’ve made some changes to the way we operate and this may affect opening times and capacity of numbers for some facilities.

Handwashing or Sanitiser Stations

All facilities in the resort have either handwashing facilities or sanitiser stations for your convenience. We encourage all guests to adopt good hygiene practices, including the promotion of regular hand washing, reducing face contact and cough etiquette.

Extra cleaning practices

Our cleaning standards have always been exceptional, however, for your safety and peace of mind we have implemented additional cleaning practices throughout all areas of the park, room key sanitation on departure; all guests are encouraged to sign in online to reduce the use of tablet sign in; increased sanitation during housekeeping processes for all accommodation and facilities within the Resort and increased scheduled cleaning frequency including use of fog sanitisers specific to large areas.

Physical distancing rules in place

Our communal facilities will be restricted to a maximum number of people at any one time, to ensure guests are able to abide by the 1.5m social distancing rule and 1 person per 4m2. All guests are advised to follow social distancing rules both within and outside of our resort.  These guidelines may impact on usual opening times of some facilities.  We appreciate your understanding.

*We reserve the right to amend or update this policy as required and without prior notification. 

FAQ’S

Can I make a booking?

Yes, we are currently open and looking forward to taking your call.

Are resort facilities open?

Park facilities will open as per state guidelines, for an overall guide to when each facility will open please refer to the “Facilities” Table.  Please note this is subject to change and is indicative only.

In accordance with any Government directives in response to slowing the spread of COVID-19, our facilities may experience temporary closures or changes to operating times and/or services provided.

Will Ripples Cafe be open?

We are thrilled to report that our onsite cafe Ripples is open for breakfast, lunch and dinner daily.

What if I had pre-purchased breakfast or it had been included in my package?

We have made a few changes to our breakfast offerings which will now be served as an a la carte menu when dining within the cafe.  Select from offerings such as our filling big breakfast loaded with all your buffet favourites or something a little lighter like our Ripples wrap – the choice is yours.

Will the kids club activities still be running?

Yes, our kids club is currently in operation over weekends and daily throughout the School Holidays period. We have made some changes to the way we operate which will include additional cleaning and limiting numbers to our shared facilities. The health, safety and wellbeing of our guests are our top priority and for this reason, we have scheduled additional kids club times and extended our Splash Park operating hours in order to keep numbers low.

Will there be restrictions on the number of people travelling in a group?

We’re accepting groups providing they are within the current state guidelines with the requirement they adhere to social distancing throughout their stay.

Can I have gatherings in the park with other guests?

Guests may gather in the park but must adhere to social distancing. Limits to numbers gathering apply per state guidelines.

Will visitors to current guests be allowed in the park?

Visitors to guests are allowed within the resort but they must complete a COVID-19 declaration form at reception. Please note, whilst visitors are allowed within the resort grounds the use of our facilities including Sammy’s Adventure Lagoon is strictly for registered guests only due to COVID-19 restrictions. Thank you in advance for your understanding.

Where do I find the latest state government restrictions?

https://www.australia.gov.au/#state-and-territory-government-information

What if I book and the park closes again or I can’t travel, what should I do?

Contact us direct on 0266 76 1234 between 9am & 5pm.  We are being as flexible as possible with our valued guests and can either offer you a credit or refund depending on your circumstances.

If any changes occur that will affect North Star operationally, we will endeavour to keep all current and upcoming guests notified.

We hope to alleviate any concerns surrounding your upcoming. Whether you are travelling now or in the future, we want you to know that your safety and wellbeing are our top priority, and thank you in advance for putting your trust in North Star as you plan for upcoming travels.

We look forward to continuing to provide you and all our guests with great service and an excellent stay.

How are we reducing the risk of COVID-19?

Contact us direct on 0266 76 1234 between 9am & 5pm.  We are being as flexible as possible with our valued guests and can either offer you a credit or refund depending on your circumstances.

If any changes occur that will affect North Star operationally, we will endeavour to keep all current and upcoming guests notified.

We hope to alleviate any concerns surrounding your upcoming. Whether you are travelling now or in the future, we want you to know that your safety and wellbeing are our top priority, and thank you in advance for putting your trust in North Star as you plan for upcoming travels.

We look forward to continuing to provide you and all our guests with great service and an excellent stay.

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