Frequently Asked Questions


Here you will find a list of some of our most frequently asked questions.
For all other queries, please don’t hesitate to get in touch via our contact page, or call us on 1800 478 297

Is it cheapest to book online, over the phone or via an online booking agent?

We offer our very best rates and deals always right here at

Here you will enjoy all of our own benefits including free Wi-Fi, Foxtel, parking, your choice of apartment and pay no mark ups to cover the large charges levied on us by the OTA’s (Online travel agents booking, Airbnb, Stayz, etc).

We’re available over the phone if required. You will find all you need within our site and can book instantly online via this page.

Do you offer early check-in?

Whenever we can, yes we do. Check-in time is from 2pm on your arrival day. On arrival day you will review your check-in information and key collection coe that will be valid at our check-in machine from 2pm.

If preparation of your apartment is completed earlier than 2pm you will receive an SMS message advising that you may then collect your keys and move straight in.

Holidays are exciting. We cannot always move straight in but please be assured – Surfers Paradise has myriad attractions to keep you entertained for the few hours you may be waiting.

Think coffee and cake at Grounding Cafe or Lot 1 Coffee.

Something a little harder (it needn’t be, they all serve snacks and soft drinks) at Finn McCools Irish Pub, Surfers Paradise Beer Garden or beachfront restaurant bars Wahlburgers, El Camino Cantina or TGI Fridays.

While waiting, luggage storage is available via Select Cavill Avenue, Surfers Paradise and the most likely location to show will be Xpress Tees, a shop between Cavill Avenue and Novotel Hotel on the tram line just up the road from our shop. PLease note MUST book online prior to arriving at the store. They cannot assist without a booking through the Stasher site.

Use promo code GCH15 at Stasher for 15% off.

If you haven’t yet arrived to the Gold Coast and you’re arriving early, make plans to fill the day with a trip to one of our theme parks, Ripley’s Believe it or Not, Timezone, Currumbin Wildlife Sanctuary – wow there’s so much.

Sure our apartments are great. While waiting there’s much much more to keep you entertained.

Do you offer a late checkout?

As we prepare our apartments as swiftly and efficiently as possible, housekeeping require a start time of 10am. As a result, we cannot extend past 10am for checkout unfortunately. Please consider this when booking and planning your time.

Do you offer daily servicing?

We do not offer daily servicing. Your apartment includes a full laundry inside to wash and dry your clothing or linen items as you choose. Some hotels offer daily servicing. We do not have these charges built into the rates you pay and, from experience, guests prefer to pay less and not waste time or money on these services.

Do you agree? It will be interesting to know.

Do we need to clean the apartment, strip the beds and wash sheets and towels when leave?

The short answer is no. The real answer is… maybe. It’s only a maybe to the cleaning. If the property has been enjoyed respectably and there are no spills, sand or extensive crumbs, foods left on floors, tables, etc no you do not. If the property really has been used, if you have neglected to use the rubbish chute located on every level of our apartment buildings then yes please clean up before you leave.

You do not need to mop or vacuum if the property is tidy.

Do not strip the beds or wash the linen or towels. All our linen is sent to our high quality commercial laundry for high temperature steam cleaning, drying and pressing.

Please treat our properties with respect. We list minimum excess cleaning charges of $275 and minimum damage charges of $330. THese charges are applied in less than 1% of stays. WE are nothing if we are not reasonable and we want you to enjoy your stay, tell your friends and come back and enjoy a return visit. Let’s work together to ensure that can happen.

Do you offer free cancellation?

Many online hotel websites offer free cancellation and/or no money down. We do not.

Why not?

If you book one of say 200 hotel rooms in Hotel 123 and then cancel, the hotelier still has maybe 199 bookings.

Every one of our properties is advertised independently, chosen by and then secured exclusively for you for your holiday and enjoyment.

If you were to book on 1 January for arrival on 30 June then cancel for free on 28 June, the owner of your property has little to no chance of re booking the property. This is different to the mass booking policies of standard hotel rooms.

If you booked the above Hotel 123 room, the operator will have most likley booked it 200 or more times for your night. If one or more cancels, they still receive great income to spread between owners (if it is a strata titled pooled income hotel) or the building owner if it is freehold.

What happens if I need to cancel and it's not my fault?

Even before Covid there were many reasons why we would need to a holiday or other booking. When a booking is cancelled, someone pays. We seek to make it extremely clear prior to our guests booking that we do not cover the cancellation costs for guest cancellation for any reason.

Any reason? Please understand prior to booking that, beside from the Refund Protect option we have on our booking form on this website or travel insurance offered by any number of providers online, the liability for not being able to attend or having to cancel your booking will not be covered by us.

Holidays are awesome. From our many years of experience, nothing beats the peace of mind offered by travel insurance. Originally we’d only take travel insurance for overseas trips ourselves. We now put our money where our mouths are and take domestic travels insurance.

We know it’s not fair to request the provider of our accommodation or holiday to pay for cancellations out of their control so we ask people do not ask us to.

A humble request. Please work with us.

Can we arrange luggage storage?

You’re busting to get in, I know.

If you arrive before 2pm check-in time, there are locations in town to store your luggage whilst you explore, enjoy the theme parks or much more.

If your apartment becomes ready earlier than 2pm we will let you know and you may then move in. This won’t be known until after guests have vacated and housekeeping can commence. Unless advised otherwise on arrival day, check-in is from 2pm.

Visit and search CAVILL AVENUE. This will bring up the store XPRESS TEES, located between Cavill Avenue and Novotel Hotel.

Use discount/promo code: GCH15 (on second page of booking process).

Please note ‘Stash point’ must be booked before arriving at the location.

IMPORTANT: The location will not show on search results if requested drop off time is before 9:30am or after 5pm. The store closes at 6pm and accepts last pick up time prior to this (6pm is not accepted as a pickup as if you were 10 minutes late – They’d be closed.

The above also works for late flights. Book a stash spot to leave your luggage while you make the most of your day after 10am checkout.

Do you provide bed linen and pool towels?

Great question. Definitely one to know the answer to before you leave home.

Each guest will have bedding including sheets, blanket, pillow and bath towel. Pool/beach towels are not included.

You are more than welcome to use your full laundry inside your apartment to wash and/or dry your towels, bedding, clothes during your stay.

Please note prior to travelling that your property is not a serviced apartment – It is not hotel-style accommodation where linen and towels are changed during your stay.

Your property is fully self-contained. That is, we provide a small starting supply of consumables such as toilet rolls (two per bathroom), mini shampoos, soap, etc. For any extra supplies please visit the supermarkets nearby.

You will love it here. Please know prior to arrival what is and isn’t included.

We are a coming in separate cars. How many car parks with our apartment?

All apartments include at least one car space. All two bedroom apartments (Excluding 12801 H Residences, which has two spaces) have one basement car space.

Three bedroom apartments include 1-4 car spaces (apartment dependant). 4 bedroom sub Penthouses have 2-4 car spaces – property dependant.

The listing page for each apartment lists the number of parking spaces, height limit for basement parking (the highest clearest is Circle on Cavill, Q1 and Hilton at 2.2 metres.

The 12 seater Toyota vans WILL NOT fit under any basement parking spaces. For further parking options please see:

Select relevant apartment for full information:
H Residences: 11001 x 1, 11003 x 1, 12101 x 1, 12301 x 1, 12801 x 2 (tandem), 13105 x 4 car parks, 13204 x 1 , 13205 x 3 car parks, 22106 x 1, 22607 x 1, 24002 x 1, 24003 x 1, 24206 x 1, 25101 x 4 car parks
Circle on Cavill: 1243 x 1, 1245 x 1, 2124 x 1, 2166 x 1, 2251 x 1, 2443 x 1, 2513 x 2 (tandem), 2552 x 2 Tandem), 2562 x 1, 2672 x 2
Q1: 4703 x 2 (tandem), 6203 x 2
Chevron Renaissance: 1303 x 1, 3375 x 1
Other Seacrest 11a x 1, The Penthouses 12 x 1

We are staying at H Residences AKA Hilton and our bathtub won't drain - Please help!

It’s a strange design though an easy fix:

Please turn the silver dial on your bath tub. This raises and lowers the drain plug as required.

Which apartments or resorts are most accessible for wheelchairs?

The most accessible apartments are located in the buildings known as Circle on Cavill and Q1. The ensuite bathrooms in these resorts feature ‘roll in’ showers – No hob, step or screen. There is a glass panel separating the shower from the vanity bench only.

Click here to search available properties, noting the Tallest Tower (Our branding for apartments in the same building as Q1 Resort) and Circle on Cavill will be the most suitable.

Most of our other apartments are accessible with a manual or small electric wheelchairs. H Residence (our branding for apartments in the same building as Hilton) have ensuite showers that feature a 10-20mm small ledge to stop water escaping only.

My air conditioning in H Residences AKA Hilton is not working - what can I do?

Please note some apartment key sets have a white Power Card attached. This is to be placed into the switch to activate air conditioning. The most common request, though, relates to temperature showing on the wall controller:

The air conditioning system is run different to most. Once turned on, the room temperature will show on the screen. To cool the property, ensure the mode is set to COOL.

Select your desired temperature, usually down. The new temperature will show show on the screen for three seconds and at the same time the word SET will flash. After the three seconds, the current temperature in the room will show. This is usually higher than the chosen temperature.

This is not a fault. It is just a different system to those most of us are used to.

The word COOL will flash whilst working towards the lower temperature you have chosen. The same works above for HEAT and selecting warmer temperatures.

Can we get deliveries and/or food orders to our apartment?

When you are inside your apartment, yes you can. Delivery person will call your intercom. They may request that you meet them at the ground level or another convenient location, depending on the delivery.

There is not a facility for deliveries to made without you being home to accept.

Can we use the building amenities such as pool, spa, etc?

Building resort facilities including pools, spa, sauna and GYM (where applicable) are accessible with your apartment keys and included in your stay.

For building such as Hilton that include Concierge and luggage trolley facilities, these are not available to you. Hilton is a separate business that run their own infrastructure, not available to us.

Day Spa and restaurants are also separate businesses and can be paid for at the entry of the relevant service.

Your 2 bedroom apartment can sleep up to 6 guests but the photos only show bedding for 4 guests. Where do the other two sleep?

The most comfortable outcome is to book an apartment that includes proper beds for all of you to sleep comfortably.

As an option – and as a courtesy only – yes we can accommodate more than the standard number of guests. In these instances, Eurobed single beds (or similar) are included for each extra guests. Bed linen and towel included.

The beds are a 30-40cm thick electric blow up bed with built in electric pumps.

Please make sure this is understood by all guests in your group. Upfront we always advise booking larger or more apartments – The option for extra beds is to help when:

1. Larger apartments are not available;

2. Guests prefer to save money booking smaller properties with extra beds and use the money for other adventures and activities.

I've already paid for my accommodation, why do you ask for a security bond? What is a security bond?

Similar to renting a house or a car, we request (in line with our booking terms and conditions) a $500 security bond be paid per apartment booked. The purpose of this is a deterrent to breaching the booking terms, to leaving the property damaged or dirty, leaving full stay worth of rubbish throughout the property.

More than 99% of stays the security bond – also called a security deposit or simply a bond – is refunded in full.

“That’s too much’. The value of our individual apartments range from $800,000 to $7,000,000. The bond is simply a condition of making a booking.

Sure it’s a lot of administration for us. We manage many millions of dollars worth of our clients properties. They trust us to place respectable guests in the properties and these are the type of guests we would like to host. We politely suggest if the bond is not something you would like to risk paying, please look elsewhere for a suitable property and be sure of that property’s booking terms when making the reservation.

When is my security bond payable and when is it refunded?

$500 security deposit must be paid at least two (2) days prior to arrival. This is done via credit card ONLY. Our Resly Pay payment link will be sent to you. We do not accept cash for bond, accommodation or any other reason.

Bond refund is actioned three (3) days from checkout date. The time taken to show on your account will depend on your card issuer.

I will not book your property unless you promise me early check-in. What will you do?

Check-in is available from 2pm.

We advise our guests if the property is ready earlier than this time and they may then move straight in.

Prior to the time that we advise ‘your property is now ready’ we can not ensure an earlier arrival is available. Please make bookings or plans for the day accordingly.

Due to the above, we cannot extend checkout time past 10am. This is listed when booking and please take this into account when booking as well as planning your departure day.

In some cases it can be suitable to book the night before you arrive to guarantee an immediate move in when you arrive. Costs apply. Please way up whether the payment or the convenience is most important prior to confirming your stay.

I have kids, how can you expect me to checkout by 10am?

We do not discriminate. In order to run an efficient and highly sought-after service, all guests must vacate by 10am checkout time.

Our housekeeping teams attend and prepare for incoming guests. In some cases guests are then able to move in earlier than the 2pm advertised check-in time. We do not have provision to delay checkout past 10am.

Please note this when searching for accommodation and planning vacate day.

Our flight arrives late at night, will your shop be open?

Your keys are available to collect from our 24 hour check-in machine in the front window of our shop. Accessibly any time from 2pm (unless we advise ready early for you) then right through the night. The building/access to our check-in does not close off at night time:

13 second video – Please watch:

For checkout prior to our shop opening, please drop your keys through the slot in our window. Your keys will then drop into the basket inside our shop. DO NOT place keys back in the bottom of the check-in machine as this section is not secure.

What is the cheapest way to get from the airport to our apartment?

From the Gold Coast Airport, follow signs to Translink bus. Bus 777 is a limited express service to Surfers Paradise. This results in minimal stops and connects with the Tram (Gold Coast Light Rail) in front of Pacific Fair shopping Centre.

The Pacific Fair tram stop is called Broadbeach South Station. Your same bus ticket is then used to ‘tap on’ at the tram. Disembark at Cavill Avenue Station. This is approximately 100 metres from our shop/check-in location at Shop 5/38 Cavill Avenue, Surfers Paradise

Translink travel planner:

Do you have shuttle bus or transport services?

We have retired our paid direct transport service. Many other options are available:

From Gold Coast airport, the 777 bus connects to the tram line at Broadbeach South station (opposite Pacific Fair Shopping Centre). From here, disembark the tram at Cavill Avenue Station. You are then approximately 100 metres from our shop.

Translink (Bus and tram) travel planner:

Private transfer companies also exist. Below are a number of options guests can try, by contacting the providers direct (we do not warrant or endorse the services or their providers):

We need all single beds/all King beds, can you help?

If ordered prior to arrival day the option exists to join single beds and make up with King linen. There is a housekeeping charge of $40 per pair of single beds joined.

We prefer that you move the beds together and move back after you leave, using the existing linen and no charge is applied.

King beds are unable to be split. For more beds, the extra guests option of a single Eurobed being added is available.

Do you include free breakfast?

Unlike many hotels, we do not operate onsite food and beverage services.

Each of our resorts have cafes and restaurants either onsite or nearby.

Take a stroll and explore the many great options.