Cancellations and amendments made more than 28 days prior to arrival will not incur a cancellation fee.

Cancellations and amendments made 28-21 days before arrival will incur a cancellation fee of 20% of the total booking value.

Cancellations and amendments made within 21 days of arrival, as well as ‘No Shows’ or ‘Early Departures,’ will incur a cancellation fee of 100% of the total booking value.

To cancel, amend, or reduce reserved rooms, please provide written notice to Laguna Pacific at info@lagunapacific.com.au.

Credit/debit card transaction fees apply and are non-refundable.

(For bookings from 20th December 2026 - 10th January 2027)

Cancellations and amendments made on or before 31 October* will incur a cancellation fee of 20% of the total booking value.

Cancellations and amendments made from 1 November* onwards, as well as ‘No Shows’ or ‘Early Departures,’ will incur a cancellation fee of 100% of the total booking value.

To cancel, amend, or reduce reserved rooms, please provide written notice to Laguna Pacific at info@lagunapacific.com.au.

Credit/debit card transaction fees apply and are non-refundable.

A $5,000.00 refundable bond is required for all bookings upon arrival. A $20,000.00 refundable bond is required for all event bookings. This deposit covers any damage to or theft of hotel property that may occur during your stay in the suite.

A thorough inspection of all rooms will be conducted by management after each guest’s departure to assess for any damage, theft, or need for excessive cleaning. If required, charges for additional cleaning will be deducted from the bond.

The bond will be refunded within 24 hours after the final guest departs, provided that all outstanding charges are settled. Once processed, the timing of the credit’s posting to your account will depend on your card provider, which typically takes 3 to 7 business days.

Please note that a surcharge applies to all card payments as follows:

• 1.7% for all Australian Visa, Mastercard and American Express payments

• 3.5% for all international cards

These fees will be added at the time of payment and are in addition to nightly rates. Payments via EFTPOS are not subject to a surcharge.

Card surcharges are subject to change at any time.

A maximum of one child under the age of 12 may share a room with their parents or guardians at no additional charge when using existing bedding.

Guests traveling with multiple children must book a property type that accommodates the total number of guests without exceeding the maximum capacity of the chosen property.

An additional charge of $85 per night, per child, applies for extra beds.

Laguna Pacific Travel and related management parties reserve the right to pre-authorise a credit or debit card upon arrival when necessary. This process helps validate the presented card and protects both the cardholder and the merchant from fraud.

We may pre-authorize a credit card for any charges that we anticipate you may incur during your stay, which may include an amount to cover a security bond or deposit for damages. The pre-authorized amount will be held by the card provider for up to 7 business days and will impact your available funds and spending limit. We recommend contacting your financial institution or card provider for more information regarding this process.

Our properties are primarily for guest accommodation and enjoyment; however, they may be used for commercial activities, including photography and filming, with prior written approval only.

Any such activities are not permitted without this approval. Laguna Pacific Travel reserves the right to cancel accommodations and require the immediate cessation of any unauthorised activities. To obtain permission for commercial use, please submit your request in writing in advance.

The guest who registers at check-in will be held responsible for any damages to the property and its contents during their stay. The registered guest will also be liable for any damages incurred in common areas of the grounds and for any damage or theft of property, including incidents involving visitors of the guest.

Any damage or theft caused by the guest or their visitors may result in the forfeiture of deposits and pre-payments. Depending on the extent of the damage or theft, additional charges may apply. We reserve the right to charge any such amounts to the credit card provided at check-in.

The registered guest agrees to pay any Emergency Service Callout Fee incurred due to false alarms. This fee applies in circumstances such as smoking or cooking inside the property that triggers the smoke alarm. Guests are advised to use the range hood while cooking to prevent any false alarms.

Laguna Pacific Travel reserves the right to evict a guest or their visitors without warning. Guests who are evicted will be blacklisted from all Laguna Pacific locations, and the police may be notified. A guest may be subject to eviction for, but not limited to, the following reasons:

• Intoxication and inappropriate behaviour

• Overcrowding or exceeding the maximum capacity of the property

• Physical or verbal assault towards staff, residents, or other guests

• Willful damage to Laguna Pacific property

• Any incident requiring police involvement

• Behaviour that poses a safety threat to others

• Ignoring requests to reduce excessive noise (music or other disturbances)

• Throwing objects from balconies or windows

• Smoking inside the property (a cleaning and deodorizing fee will also apply)

To ensure the comfort and safety of all our guests, we kindly request that noise levels be kept to a minimum to allow for a peaceful stay. Non-registered visitors must vacate all properties by 10:00 PM each evening. Additionally, we ask that guests be mindful of our neighbours and adhere to quiet practices when entering and exiting the building and car park. Your cooperation is appreciated in maintaining a pleasant environment for everyone.  Security will attend the property if noise complaints are received.

While we strive to ensure that your booking arrangements meet your expectations, Laguna Pacific Travel does not accept any liability for any injury, damage, loss, delay, additional expenses, or inconvenience caused directly or indirectly by events beyond our control. This includes, but is not limited to, situations such as war, civil disturbances, terrorism, fires, floods, acts of God, actions by government or other authorities, machinery or equipment failures, maintenance requirements, or industrial actions.

Laguna Pacific Travel does not allow pets at any of our locations. The presence of any animal is considered a breach of our Terms and Conditions, and guests will be required to leave or remove the animal.

Upon arrival at your selected property, you must present valid Federal or State Government-issued photo identification (ID) that matches the name of the primary guest registered on the booking. This is a prerequisite for verifying your identity for security purposes.

Acceptable forms of photo identification include:

• An Australian Federal or State Government-issued valid photo identification card (e.g., Proof of Age card or Australia Post Keypass identity card), either as a hard copy or through an Australian State Government electronic application.

• An Australian Federal or State Government-issued valid driver’s license or learner permit, either as a hard copy or via an Australian State Government electronic application.

• A valid foreign driver’s license.

• A valid passport (from any country).

• Other Australian Government-recognized valid proof of age cards.

Please note that unofficial reproduced images or photocopies of the above documents will not be accepted as valid forms of identification.

Any personal information collected from the form of identification will be securely stored and disposed of appropriately after use.

If Laguna Pacific Travel has legitimate cause for concern or if a guest has not been seen or contacted for an extended period, a hotel representative may enter the suite to ensure the safety and well-being of all guests.

Laguna Pacific Travel reserves the right to refuse entry to any guest for any reason, including instances where the guest has previously engaged in conduct that is detrimental to the property or its operations.

All guests are responsible for removing their rubbish daily.

The annual School Leavers (Schoolies) Festival takes place from mid-November to mid-December each year. Laguna Pacific Travel is not an affiliated Schoolies Resort and will not accept reservations from guests under 21 years of age at our properties during the months of November and December.

Laguna Pacific Travel reserves the right to refuse any booking or evict any individuals aged 16 to 21 who are not accompanied by a registered adult over the age of 21.

We also reserve the right to refuse entry to anyone participating in the Schoolies Festival or not adhering to our Terms and Conditions. Our properties are not equipped with the policies, procedures, or resources necessary to accommodate the unique needs of school graduates during the annual “Schoolies Weeks.” Furthermore, we do not have the adequate resources to engage qualified security personnel to ensure the safety, comfort, and convenience of school graduate guests during this time.

Smoking is strictly prohibited in all indoor areas of the properties, including the use of e-cigarettes. Guests who do not comply with this policy will be subject to fines. Some properties feature outdoor balcony areas equipped with ashtrays where smoking is permitted.

Guests must be 18 years of age or older to book accommodation and register as the primary guest at any of our hotels.

Any guests under the age of 18 are considered minors and must be accompanied at all times by a responsible adult who is their legal guardian or has parental rights and responsibilities. This applies throughout the duration of the booking, including within the property and in recreational facilities such as the pool, spa, sauna, and gym.

If an unaccompanied minor is found in a property or recreational facility without a registered adult over the age of 18, Laguna Pacific Travel will contact the primary registered guest to ascertain why the minor is unsupervised. If a legitimate explanation cannot be provided, we reserve the right to evict all parties involved, with the total booking amount being forfeited.

Laguna Pacific Travel will not accept any responsibility for injuries sustained by unsupervised minors staying at our hotels, nor can we provide supervision or care for minors during their stay.

Equipment such as air conditioners, swimming pools, and electrical appliances may experience breakdowns, and repairs can sometimes be delayed. Please report any issues to our office immediately. While we will make every effort to address these concerns promptly, we cannot guarantee the availability or functionality of these items for the duration of your stay. No refunds or rate reductions will be provided for the non-availability of any equipment during your stay.

Please ensure that all doors and windows are securely closed when leaving the property. Birds are known to enter in search of food and can cause significant damage to the interior if doors and windows are left open. It is the guest's responsibility to secure the property upon departure. Charges may be applied at the discretion of Laguna Pacific Travel for any damage caused by birds as a result of open doors or windows.

• No Smoking

• No Pets

• No Parties or Events

Note: Special events for more than 12 guests, such as weddings or birthday parties, are subject to approval and will incur applicable event fees based on the size and nature of the event.

Check-in and Check-out

• Check-in time: from 2 PM

• Check-out time: by 10 AM

Note: If you are arriving prior to 2 PM, we recommend packing a change of clothes or swimwear in your hand luggage for your arrival.

For events held at Casa Rotunda, event fees apply based on the number of attendees as follows:

• 17-20 guests: $5,000

• 21-40 guests: $10,000

• 41-75 guests: $20,000

Security Bond:
A security bond of $20,000 is required for all events. This amount does not include any temporary structures erected on the property.

Payment Procedure:
The security bond will be taken at check-in via a physical credit card hold. Our team will conduct a comprehensive property inspection following each event, and the security hold will be released only after confirming that the property is in satisfactory condition. This protocol applies to all bookings, including those for Laguna and HIHA reservations.

Stinger season in the Whitsundays runs from October to May, when venomous jellyfish like Irukandji and Box Jellyfish are present in the warm, tropical waters, requiring swimmers to wear protective stinger suits, swim in netted areas, and carry vinegar as a precaution. While generally safe if precautions are taken, the risk is higher in calm, shallow, or mangrove-adjacent waters during these warmer months.