Refund & Cancellation Policy

1. Room bookings

Cancellation terms depend on the rate you choose — the terms shown at booking always prevail:

• Flexible rates — free cancellation until 2:00 PM local time the day before arrival. After that, or for a no-show, the first night is charged.
• Prepaid & promotional rates — charged in full at booking and non-refundable. Dates can be moved once, free, with 7 days' notice where the same rate is available.
• Residences & penthouses — free cancellation to 7 days before arrival; 50% charge to 72 hours; full charge after that.

2. Packages

Weekend and romance packages follow the flexible rate rule unless stated otherwise in the offer. Unused package inclusions are not refundable after check-in — if a component (e.g. a spa ritual) can't be delivered due to our scheduling, that component is refunded or replaced at equal value.

3. Experiences — dining, spa, charters, transfers

• Dining reservations — free cancellation to 24 hours; chef's counter deposits are forfeited inside 48 hours.
• Spa rituals — free cancellation to 24 hours; 50% charge inside 24 hours; full charge for no-shows.
• Yacht charters & helicopter transfers — free cancellation to 72 hours. Weather cancellations made by our skipper/pilot always rebook free or refund in full — you never lose money to weather.
• Casino masterclass — free cancellation to 48 hours.

4. Events & group bookings

Ballroom and event deposits are 20% at signing, non-refundable once the space is held beyond 30 days. Cancellations inside 90 days of the event are charged 50% of contracted value; inside 30 days, 100%. Force majeure events (government restriction, natural disaster) allow reschedule without penalty within 12 months.

5. How refunds are paid

Approved refunds return to the original payment method within 5–10 business days of confirmation — the timing after that is your bank's. Refunds are always made in AUD; exchange-rate differences on international cards are outside our control. Where you used Key Club points, the points are reinstated rather than refunded in cash.

6. Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. If a service we provide is not delivered with due care and skill, you may be entitled to a remedy including refund, and this policy is read subject to those rights.

7. Requests

Send cancellation and refund requests to [email protected] with your confirmation number, or call +61 7 3306 8888. Requests are acknowledged within one business day.