Instagram Reservations : 07 5597 9999

FAQ’s

HOUSE RULES

These rules form critical terms of a Guest’s right to be on the property. The management reserve the right to refuse entry or evict any guest that fails to respect and comply with the House Rules or any instruction from management.

Guests

Couran Cove is a property of over 200 hectares, on an island paradise that is relatively remote and surrounded by natural bushlands and wildlife. For safety reasons the management ask that all visitors to the property be registered as either: a day visitor, in house guest, resident or guest of a resident. This is a work place health and safety requirement. Please register as you arrive with the front desk. Please familiarise your self with the muster points and evacuation plans in case of emergency.

Check In / Out

Check in time is after 2.30pm and check out time before 10.30am. Should you require a late check out please contact reception to extend your reservation (late checkout fees apply).

The Responsible Service of Alcohol

Only Couran Cove property owners are permitted to bring alcohol on to the property for consumption in their own private unit. Marina and houseguests are not permitted to bring any alcohol on to the property under any circumstances. This is a liquor licencing regulation under the Innkeepers Act. Couran Cove Management supports the code of conduct for the responsible service of alcohol. Staff may refuse service or ask a guest to remove themselves from a service area.

Smoking

Couran Cove is a destination that strives to retain as much of the natural environment. The abundance of nature brings several challenges not the least of which is the risk of bush fire. It is for this reason that we do not sell or promote smoking. Guests that smoke are required to use designated smoking areas. Smoking is prohibited in public areas.

Skateboards, Scooters and Bikes

For the safety of guests and staff, skateboards, scooters and bikes are not to be ridden on the marina or boardwalk areas. Please park bikes only in the areas provided. There is no bike parking on the boardwalks or outside on the balcony of your room.

Buggies

The use of motorised buggies on the private roads of Couran Cove is by written approval from the Licensee and may be withdrawn without notice. All vehicles are required to have adequate insurance and statutory approval including registration. Operation of any vehicle must consider the environment and conditions. Wildlife, children, bicycles and pedestrians are a constant risk and caution should be exercised. All private roads are speed limited to 10-20kph. Buggy parking is not permitted on the boardwalk.

Noise

For the comfort of guests noise is be kept to a minimum after 9.30pm and before 8.30 am.

Damage

You are personally responsible for any damage you or your guests cause. Your room is stocked as a fully self contained unit. Please do not take items of crockery or glassware from the restaurants or from another room back to your room. Please do not take items out of your room. Management may charge the cost of damages or missing items from your room to your pre-authorised credit card if a matter is not reported

Room Servicing

Couran Cove strives to look after our natural environment therefore rooms are serviced after the 7th day of your stay. Should you require a room clean or linen change please contact our front desk (charges apply).

Safety

Couran Cove is on an Island. There are no medical services on site, therefore it is your responsibility to take care of yourself and those with you to ensure you have a safe and enjoyable experience.

Should an emergency occur please contact reception, then deal with it as you would normally, that is to call 000 in dire situations or make arrangements to see a doctor at your earliest convenience. Security can be contacted by dialling 8888 on any house phone should you need assistance contacting authorities. Please report all work place, health and safety issues to reception.

The management ask that while we all enjoy this wonderful destination, each of us respects’ the rights and privileges of others. Lets enjoy this beautiful Island paradise together.

By order of Greg Rekers, Managing Agent

Couran Cove Island Resort Pty Ltd 12/12/2015

OTHER FAQ’S

What time can I check in and out?

Check in time is 2.30pm; check out is at 10.30am. Charges apply for late checkouts. Should the room be available prior to 2.30pm, you are welcome to check-in earlier.

How do I make a reservation?

The easiest way to proceed with a booking is through our website. Alternatively, you can call our Reservations team on (07) 5597 9999. Please keep in mind the rates quoted will be the same as online pricing.

I made a reservation however now the rates are cheaper?

The Resort adapts a dynamic pricing structure; all rates are updated daily. If you find your rate has decreased, and payment has been made within our booking payment terms and conditions, we are unable to amend or change this for you.

Deposit

Your credit card will be required at the time of booking. If other methods of payment are required please contact the Resort for this information.

How much does it cost to use the Resort facilities and activities?

Most of our resort facilities and activities are complementary to our in-house guests. Charges may apply if the equipment is returned in disrepair. Should you require more information on free and paid facilities please visit Reception.

Is there a Laundry accessible to guests?

Yes, we have a Guest Laundry located on-site which is open 24 hours a day. A small charge is applicable to use the washing machine and dryer. Laundry powder can also be purchased from the Guest Laundry.

Car park Fees

Car parking at our Hope Harbour facility is available at $5 per day (Maximum $25).  Please see reception upon departure for the access code to exit the car park.

What are Reception hours?

Reception operates daily from 7:45am to 7:00pm. After hours emergency assistance is available to all in-house guests 24 hours a day.

Am I required to pay a bond on check in?

A $200 pre authorisation will be required upon check in at the resort.  You will be able to room charge to your account during your stay.  Upon departure, the pre authorisation may take 5-7 working days to come back into your account.

What if I arrive late and Reception is closed?

If you will be arriving late to the Resort, you will need assistance from our after-hours check in team. Located at Reception you will find a sign for late arrivals, please ring this number for assistance. Our after-hours team will assist you with checking in.

Are the prices listed online on a per guest or per room basis?

All rates listed for the Resort are on a per room basis. Additional charges will apply for extra guests.

I have booked two rooms. Can I have them interconnecting or on the same floor?

The Resort offers limited interconnecting rooms, however this request is not guaranteed and advising us at least 48 hours before you arrive is essential. Our Reservations Team will honour this and try their hardest to complete your request.

What is the Resort’s Cancellation policy?

Bookings are confirmed with a valid credit card detail, cancelation within 48 hours of standard check in time or no show will lead to one night room rental charge as cancellation fee. Sales and specials may have separate payments Terms & Conditions

Can I change the bedding configuration for my apartment?

Yes, bedding configurations can be altered upon request. Please make sure you request this at the time of booking.

Will my room be serviced?

Your apartment will be serviced if your stay is longer than 7 nights. Should you require new linen, towelling or amenities during your stay, this can be arranged through Reception for a small fee. Sales and specials may have separate service policies.

What do I need to bring?

We suggest that you bring your normal travelling items as well as beach towels, sunscreen and insect repellent. If you have forgotten to bring any of these items, they are available at the Resort kiosk. We operate a small general store however this facility offers very limited items of daily use.

Upgrade options?

We are more than happy to assist you with upgrades subject to availability. Charges will apply.

What Credit Cards do you accept?

We accept Master Card, Visa, Amex & Diners cards. Following surcharges are applicable for different cards:

Master Card: 1.4%

Visa: 1.4%

Amex & Diners: 3.7%

Currently we do not accept JCB.

Are there any Charges for Additional Guests?

All of our rates are based on the number of guests specified per apartment. For extra persons, rates begin from $20 per child or $30 per Adult per night up to the maximum occupancy.

Are pets welcome at Couran Cove Island Resort?

Unfortunately, due to South Stradbroke Island being heritage listed, we implement a strict “No Pet” policy.

Do you have luggage storage facilities?

After checking with our Reception team, we will store your luggage for you until your room is available. If you are checking out, you may also store your luggage at Reception for the day.

Can I smoke in the apartment that I have booked?

Smoking is not permitted inside the rooms; however guests may smoke on their balcony, ash trays are not provided. There are designated smoking areas clearly located around the Resort.

Can’t Find the Answer to your Question?

If you have any more questions or require further assistance, please do not hesitate to contact us on reception@courancove.com.au.