Booking/Cancellation Policy

Cancellation Policy

• If cancelled or modified up to 28 days before arrival, no fee will be charged, at 28 days prior to arrival 1 nights accommodation will be charged, the balance of accommodation owing is then paid on arrival.
• If cancelled or modified up to 7 days before the date of arrival 100% of the booking will be charged.
• If cancelled, modified later or in case of no show, the total price of the reservation will be charged. Check-in is from 2pm. If you reduce your stay after checkin, the total price of the reservation still applies.We strongly suggest to take out travel insurance in the event that you may need to cancel or reduce the length of your stay for any reason. The property is not responsible for any personal unforeseen circumstances such as cancelled flights, change of mind, illnesses etc;

Covid affected policy: If you can not travel or need to reduce your stay due to Covid19, we will only offer a credit of amount paid to use at a later travel date. We strongly suggest taking out Travel Insurance to assist you during these unpredictable times.

Please carefully read the type of apartment and our services we provide before arriving. It’s up to our guests to fully read and understand the type of accommodation they have booked. We are self contained apartments (no daily servicing) with no restaurant or bar onsite. Some apartments do contain internal and external stairs and there is no lift access. We will not be refunding guests if they arrive at the resort and can not access their apartments because of the stairs as we clearly state this in every communication to our guests and it’s clearly listed on our website. We always suggest our guests do some research of Port Douglas and our resort’s location before booking.

Deposit Policy

Upon confirmation of booking we will take $100.00 deposit and credit card details. At 28 days prior to arrival we automatically take the first’s night accommodation, the balance is due upon arrival. If guests do not pay their deposits, we have the right to cancel bookings.
Prices are based on current tariffs and are subject to change without notice

Accommodation:
Some property photos are indicative only. Each apartment is privately owned, so the soft furnishings may vary between apartments.  Any damages or replacement items to the property may be at guest expense.

Tour Bookings:
As Booking Agents, we are able to arrange your tour bookings and assist with your travel plans. Tour Operators and Service Providers are not the responsibility of Pool Resort who will not be liable for any failure by these service providers. All coupons / vouchers / tickets are issued subject to the terms and conditions specified by the service providers.
Pool Resort strongly recommends Travel Insurance. Some Tour Operators will charge cancellation fees if you cancel tours. The resort will not be responsible for cancellation fees occurred due to guests cancellation due to personal unforseen circumstances or illness.

Lost Property:
Any lost property will be packaged and kept for 14 days only. These can be returned at guest’s expense if requested.