Terms & Conditions of Stay

These Terms and Conditions apply to all bookings made with Picnic Bay Hotel, whether made online, by phone, email, in person, or by any other means not here specified. By making a booking or staying at our premises, you agree to be bound by the terms below in accordance with Australian Consumer Law and other applicable legislation. All terms apply to all areas operated by Picnic Bay Hotel, including but not limited to R&R Restaurant and the Sports Bar in addition to the accommodation.

1. Booking and Payment

A valid credit/debit card is required to guarantee your reservation.

You must be at least 18 years of age for any booking to be valid.

All prices are quoted in Australian Dollars (AUD) and include GST unless otherwise stated.

Full payment will be required before the commencement of your stay at Picnic Bay Hotel.

A pre-authorisation deposit of 50% of your booking total or $250 (whichever is lesser) will be collected at the time of booking. This pre-authorisation will be used to cover cancellations, no-shows, damages, or additional charges in accordance with applicable booking and payment policies. The pre-authorisation is not a final charge and will be released according to the timeframes determined by the guest's issuing bank upon check-out. 

We reserve the right to cancel or modify a reservation where we reasonably believe it involves fraudulent, unauthorised, or otherwise unlawful activity. Where reasonably practicable, we will attempt to contact you and provide an opportunity to respond before taking this action.

Where a booking is made through a third-party platform (for example Booking.com, Expedia, Airbnb, Wotif, Agoda, or Trip.com), the rate, payment, and cancellation terms presented by that platform at the time of booking will govern that booking. These Terms and Conditions apply to all other aspects of your stay.

2. Check-in / Check-out

Check-in: from 14:00h

Check-out: 10:00h

A valid photo ID and credit/debit card must be presented at check-in.

Early check in and late check-out requests may incur an additional fee of $50 or more and are subject to availability.

3. Cancellation and No-Show Policy

The cancellation and no-show conditions applicable to your booking are those stated at the time of selecting and confirming your rate during the reservation process. 

Failure to arrive (no-show) without prior notice will be handled in accordance with the terms accepted at the time of booking.

By proceeding with the booking, you acknowledge and accept the specific cancellation terms associated with the chosen rate.

Non-refundable rates and special offers may not be cancelled or modified, except to the extent required by the Australian Consumer Law (for example, where we fail to provide the accommodation or service as booked).

4. Guest Conduct

Guests must behave respectfully and lawfully at all times.

Noise levels must be kept to a minimum, especially between 10:00 PM and 7:00 AM.

We reserve the right to evict any guest, without refund, for behaviour that is highly disruptive to other guests or the general operation of the hotel, unsafe, or illegal. Examples of disruptive behaviour include, but are not limited to, public intoxication and harassment of staff or guests. Where the circumstances reasonably allow, we will first give the guest a verbal warning and a genuine opportunity to stop the behaviour before any eviction takes place.

5. Damages and Liability

Guests are responsible for any damage caused to the property, its contents, or other guests.

The pre-authorisation collected at check-in acts as a security deposit. Where damage is identified, we will notify the guest of the additional charge before it is processed. Following satisfactory inspection of the room by hotel staff, any unused deposit will be released in accordance with Section 1. In the event the costs for rectifying any damages exceed the pre-authorisation value, guests will be notified and agree to pay the balance. 

Picnic Bay Hotel is not liable for any loss of, or damage to, guests' personal property beyond the liability limits set out in the Traveller Accommodation Providers (Liability) Act 2001 (Qld).

Nothing in these Terms and Conditions excludes, restricts, or limits our liability for death or personal injury caused by the negligence of Picnic Bay Hotel, its staff, or contractors, to the extent that liability cannot be excluded by law. Guests are responsible for any loss, damage, injury, or death arising from their own negligent, reckless, or unlawful conduct, or that of their invitees.

6. Smoking and Pets

All rooms and indoor areas are strictly non-smoking and can face penalties up to $200 or more. A cleaning fee will apply for violations. 

Pets are not permitted on the premises, except for accredited assistance animals (including guide dogs) as defined under the Australian Disability Discrimination Act 1992 (Cth). Guests travelling with an assistance animal must inform the hotel prior to arrival and may be required to provide reasonable evidence of the animal's accreditation or training. Failure to do so may result in modification or cancellation of the original booking.

7. Fire Safety and Emergency Procedures 

Guests must familiarise themselves with the emergency evacuation procedures and exits displayed in their room and in common areas, and must follow the directions of hotel staff and emergency services in the event of a fire, cyclone, or other emergency.

Tampering with, disabling, or misusing smoke detectors, fire extinguishers, fire doors, or other fire and safety equipment is strictly prohibited. This endangers the safety of guests and staff and may result in the guest being liable for false alarm callout fees, evacuation costs, or damage, and/or eviction without refund.

Picnic Bay Hotel maintains its fire safety systems in accordance with the Fire and Emergency Services Act 1990 (Qld) and the Building Fire Safety Regulation 2008 (Qld).

8. Accessibility

Picnic Bay Hotel is committed to providing an inclusive experience for all guests. If you have accessibility requirements or would like to discuss the suitability of our rooms and facilities for your needs, please contact us prior to arrival so we can assist wherever possible.

9.  Privacy

Your personal information is collected and handled in accordance with the Australian Privacy Act 1988 (Cth) and our Privacy Policy, available on our website. By booking with us, you consent to the collection and use of your information for purposes related to your stay and, where you have not opted out, future promotions and communications unless stated otherwise. 

10.  Force Majeure

We are not liable for failure or delay in performance due to events beyond our control, including natural disasters, government restrictions, pandemics, or other unforeseen circumstances. In such instances, you may be eligible for an alternative arrangement or refund, in accordance with Australian Consumer Law.

11. Your Rights Under the Australian Consumer Law

Nothing in these Terms and Conditions excludes, restricts, or modifies any guarantee, right, or remedy conferred on you by the Australian Consumer Law, or any other applicable law, that cannot lawfully be excluded, restricted, or modified. Where the Australian Consumer Law permits us to limit our liability for a failure to meet a consumer guarantee, our liability is limited, at our option, to the resupply of the services or the cost of resupplying the services.

12. Complaints

If you have a complaint about your stay or these Terms and Conditions, please raise it with the Picnic Bay Hotel Management Team in the first instance so that we can seek to resolve it directly. If you remain unsatisfied, you may pursue any remedies available to you under the Australian Consumer Law, or refer the matter to the Queensland Office of Fair Trading.

13. Governing Law & Dispute Resolution 

These Terms and Conditions are governed by the laws of the State of Queensland, Australia. 

Before commencing any legal proceedings, the parties agree to attempt to resolve any dispute arising from a booking or stay in accordance with the following process:

Step 1 — Direct resolution.

‍ The guest should first raise the matter with hotel management, either during the stay or within a reasonable time afterward, so that we can seek to resolve it directly. We aim to acknowledge complaints within 2 business days and to provide a substantive response within 14 days.

Step 2 — Formal written complaint.

‍ If the matter is not resolved at Step 1, the guest may submit a written complaint to admin@picnicbayhotel.com.au. This will be escalated to the General Manager for review and response.

Step 3 — External dispute resolution.

‍ If the matter remains unresolved, either party may refer the dispute to an independent body before pursuing court action, such as:

• the Queensland Office of Fair Trading, for consumer complaints; or
• an accredited mediator (for example, through the Resolution Institute), by mutual agreement; or
• the Queensland Civil and Administrative Tribunal (QCAT), for eligible minor civil disputes.

Step 4 — Court proceedings.

‍ Only where the above steps have been attempted, or where a party reasonably considers them inappropriate in the circumstances (for example, urgent injunctive relief), may a dispute be referred to the Queensland courts, which have exclusive jurisdiction over any such proceedings.

Any disputes will be handled in accordance with the jurisdiction of Queensland courts.

Markina Enterprises Ltd (Holding Company of Picnic Bay Hotel)

Email: admin@picnicbayhotel.com.au  
Phone: +478 491 297 
Address: 1/3 Esplanade, Picnic Bay QLD 4819, Australia