TERMS & CONDITIONS

Money Back Guarantee:

We are confident that you will be completely satisfied with your accommodation. If however the accommodation does not meet your expectations and you decide to leave, we are happy to offer you a full refund of all monies paid within one hour of check in.

Best price Guarantee:

If you find a lower price, for the same room category/ site, at North Star Holiday Resort, within 24 hours of booking, we will honor the lower price, and provide you with an additional 10% discount. North Star provides our customers with the confidence that if you book directly with us on www.northstar.com.au or call us on 1800 645 790, you will not find a cheaper price on our accommodation or sites with any 3rd party booking channel.

Applicable rates must be accessible to the general public, within 24 hours of booking, based on the same currency,  length of stay, and room type category/ site. North Star does not take any responsibility regarding any expenses that may arise when cancelling a reservation, on any site other than www.northstar.com.au. North Star reserves the right to terminate/modilfy this policy at any time, without notice.

COVID-19:

Minimum nights:

Minimum night stays apply during all school holidays, long weekends and special events. Weekends require a minimum of 2 nights booking with 1 night bookings considered on the day of arrival. Additional cleaning fees may apply for accommodation bookings of one night only. Please see current price list for details.

We do not guarantee sites:

Whilst every endeavour is made to secure particular sites for guests we reserve the right to move guests within the specified category or upgrade where necessary. Management reserves the right to relocate or change the site number/accommodation number after booking. You will be allocated the most appropriate site on check-in.

Check out time:

Check out time for both accommodation and sites is strictly 10 am. Due to insurance stipulations and council legislation regarding numbers of guests on-site, guests cannot remain on-site and use the facilities after the specified check out time. A late departure can be arranged during off-peak times up to 4.00 pm NSW. Please ask about this upon arrival as this is subject to availability and fees apply.

Check in time:

Check in time for Ensuite and Powered Sites is 12 noon. Check in time for Accommodation is 3pm. We need time to make your site & accommodation the best it can be for your arrival–please do not arrive earlier than the nominated check in time as parking is limited and we do not wish for you to be offended that entry to the resort may be refused.

Pre-Authorisation:

North Star Holiday Resort reserves the right to request a pre-authorisation of a valid credit card upon arrival to cover any incidentals that may be incurred during your stay. You must provide a credit or debit card authorisation or imprint when you check-in for a security bond of $100. If you are paying by cash, you must provide a cash security bond of $100. North Star Holiday Resort may use this authorisation or cash security bond to cover incidental items incurred during your stay including (but not limited to) damage to your accommodation (including damage caused by smoking) or damage to any other part of the Resort, breakages, lost keys, non-return of TV cables, and cleaning charges in excess of the level of cleaning normally required, as well as accommodation charges (including charges for a late checkout, or if you leave before the date to which you have booked). You should contact your credit or debit card issuer for information on how providing a credit or debit card authorisation will affect the available funds balance or spending limit associated with your credit or debit card.

Wristbands:

As a registered guest of the North Star Holiday Resort you will be issued with a wristband to wear during your stay. This provides FREE access to our fantastic water park “Sammy’s Adventure Lagoon”, the kids club “Neptune’s Castle” and our other Resort facilities. For our guests who have family or friends visit, please see below for our Day Visitor Policy.

Day Visitor Policy (applicable to in-house guests only):

If you wish to have day visitors join you at your site or in your accommodation for the day you are welcome to do so, however, due to insurance restrictions DAY PASSES for family and friends are UNAVAILABLE. Thank you for your understanding.

Cleaning & Damages:

By entering the Resort a guest agrees to leave their accommodation/site and any facilities used in sound, clean and tidy condition. If the cabin or site is found to be excessively dirty, the guest accepts they will be charged an excess cleaning fee of $60 per hour until clean. All damages, breakages or losses to the property of the Resort, including furniture and furnishings, are to be reported and paid for by the guest. Any faults or breakages discovered by the guest must be reported within one (1) hour of arrival or we may consider damages to be responsibility of the guest.

Lost Property:

We receive numerous items of lost property which are left behind/found in common areas or within accommodation. Lost property will be held for a maximum of 2 months, after this time items will be donated to charity.

We do not take responsibility for any lost property and should you arrange for an item/s to be posted back to you it will be at the guests expense.

Artificial Turf:

All ensuite sites and some powered sites are artificially turfed. Whilst this will not hinder the set-up of your caravan, camper trailer or tent in any way, we do ask that you DO NOT use ‘STAR PEGS’ (either metal or plastic) whilst using these sites. The use of star pegs causes tearing of the material. Normal round pegs are absolutely fine to drive through this material. Do not sit anything hot on the artificial turf such as heat beads, hot plates etc. as these items can melt the surface. Such damages can incur a charge.

Photography:

By entering our Resort, you and your child/ren consent to being photographed from time to time using the facilities for the purposes of being included in promotional material of the North Star Holiday Resort.

Rebooking in Peak periods:

QLD & NSW SCHOOL HOLIDAYS  (Excludes Easter/Long Weekends)

• ACCOMMODATION & SITES: Minimum 7 nights
• Guests who have stayed the required minimum nights are eligible to rebook their same site & same dates provided they do so before departing each year
• From Boxing Day 26^th Dec to the end of January it’s strictly date to date
• From December 1^st to 26^th is also date to date, however where possible we will endeavour to be a little flexible as end of term dates for Private, Catholic & State Schools vary. However this is not guaranteed and will be worked through, guest by guest as it arises.

LONG WEEKENDS

• Long weekends will only be considered for a rebook of the minimum 3 nights if they fall outside of QLD/NSW school holidays
• Australia Day fluctuates therefore will only be considered if it’s a standalone weekend, otherwise our normal 7 night holiday minimum takes preference.

EASTER REBOOK POLICY

• All 4 nights of Easter must be booked (This is inclusive of the Thursday night before Good Friday)
• ACCOMMODATION: Minimum 4 nights
• SITES/ENSUITES: Minimum 7 nights

Rebooks must meet the minimum requirements above to be eligible to rebook.  Guests who have the Easter weekend inclusive in their stay will have 1^st preference as Easter moves year to year.

Noise:

Quiet time in the Resort is strictly between 10pm & 7am NSW time for the comfort of all guests. Excessive noise or abusive language will NOT be tolerated and can result in being asked to vacate the premises immediately without reimbursement of fees.

Pets:

Sorry, no pets are allowed except for certified assistance animals as exempt by law.

Smoking Policy:

We are committed to providing our guests and associates with a family friendly, smoke-free environment, with this in mind,  North Star is a non-smoking property.

Zero tolerance to abusive behaviour:

Staff and guests are entitled to always be treated with courtesy and respect.

North Star Holiday Resort has a Zero Tolerance Policy to abusive behaviour.  This could include but is not limited to: threatening, abusive, violent, aggressive, intimidating, public nuisance or posturing behaviour towards staff or other guests.

North Star Holiday is private property and reserves the right to evict offenders from the property immediately.  Refunds offered may not be offered on any unused portions of stay because of an eviction and will be at management’s discretion.  Eviction will result in being blacklisted for all future stays at North Star.

Management’s decision is final with no consideration given to appeal.

Any failure to comply with an order to leave the resort will be considered as trespassing and the police will be called.

Free Wi-Fi:

North Star Holiday Resort is providing this Service to customers free of charge and is intended to support general web browsing activities only. Due to limited bandwidth and to ensure a consistent experience for all customers, our Wi-Fi does not support high-bandwidth actions such as streaming music, streaming video, or downloading large files. Our Wi-Fi hotspot is not suitable for supporting any application or use, which requires continuous, fault-free network connectivity or uninterrupted and/or secure data traffic flow. If you intend to work whilst on holiday or are relying on high speed internet service, we recommend investing in your own internet dongle or pocket Wi-Fi.

North Star will use its reasonable endeavours to monitor and attend to any WIFI Hotspot faults, malfunctions or other problems associated with the WIFI Hotspot access, but will not be liable for any faults, malfunctions or problems that occur with the WIFI Hotspot, and shall not be obligated to rectify any such faults, malfunctions or problems associated with the WIFI Hotspot within any specified timeframe.

The speed and reliability of the WIFI provided will vary depending on several factors, including but not limited to:

• the capabilities of your wireless enabled device;
• the physical location of the wireless access points;
• user traffic during time of access;
• general internet congestion; and
• wireless signal interference and location of your wireless enabled device.