SURF HOTEL TERMS AND CONDITIONS
CHECK-IN | CHECK-OUT
Check-in is from 3:00pm
Check-out is 11:00am
Early check-in and late check-out requests can be made with our team. While we will always do our best to accommodate, this is subject to availability and cannot be guaranteed.
CANCELLATION & AMENDMENT POLICY
Standard King, King Room with Lounge, Twin Room, Superior King + King Suite Bookings:
Guests can cancel or revise their booking up to 48 hours prior to arrival to avoid a cancellation penalty.
Cancellations made within 48 hours of arrival will incur a fee equal to the first night of accommodation.
During peak periods and block-out dates (including New Year’s Eve, Easter Long Weekend, Rip Curl Pro, and school holidays), a 7-day cancellation policy applies.
Penthouse Bookings:
A 14 - day cancellation policy applies at all times. Cancellations made within 14 days incur a fee equal to the first 2 nights of accommodation. All cancellation or amendment requests must be submitted in writing to: hello@surfhotel.com.au
NO SHOWS
Guests who do not arrive on their scheduled check-in date will be considered a no-show and will be charged the full booking amount. Rooms will be held until 11:00am the following day, after which the reservation will be released.
BOOKING AMENDMENTS
Bookings may be amended subject to availability and in line with the cancellation policy. Please note that room rates may vary, and any amended booking will reflect the current available rate at the time of change.
EARLY DEPARTURES
Guests who shorten their stay after check-in will be charged the full booking amount.
GROUP BOOKINGS
Bookings of 5 - 10 rooms are considered group bookings and the following conditions apply:
A full rooming list is required 7 days prior to arrival
A 50% non-refundable deposit is required at time of booking
Final balance is due 7 days prior to arrival
A signed group booking agreement must be returned to hello@surfhotel.com.au to secure booking.
Any booking exceeding 10 rooms will be deemed an exclusive use booking and is subject to reserving the entire property, including Penthouse.
ROOM OCCUPANCY
King Rooms, King Room with Lounge, Superior King Rooms, Twin Rooms and King Suites accommodate a maximum of three (3) guests per room. A maximum of one (1) rollaway bed or one (1) porta cot may be added per room.
The maximum occupancy for the Penthouse is eight (8) guests, plus infants. A maximum of one (1) rollaway bed and one (1) porta cot may be added.
INFANT POLICY
Infants aged 0–2 years stay free of charge using existing bedding or a porta cot
Porta cots are available on request (subject to availability)
Guests aged 3 years and above are counted toward total occupancy
MINOR SUPERVISION POLICY
To ensure the safety and wellbeing of all guests, individuals under the age of 18 must be accompanied by an adult at all times while staying at Surf Hotel.
Guest rooms may not be occupied by anyone under 18 years of age without a supervising adult.
BOOKING GUARANTEE & PAYMENT
A valid credit card is required to secure all reservations at time of booking. The full booking amount will be charged on the day of arrival.
Any additional charges incurred during your stay will be processed within 48 hours of departure.
Accepted payment methods: Visa, Mastercard, American Express
Direct deposit may be arranged upon request. For security purposes, Surf Hotel does not accept cash.
CREDIT CARD ON ARRIVAL
A valid credit card and matching photo ID must be presented upon check-in.
SMOKING POLICY
Surf Hotel is a strictly non-smoking property, including all rooms, balconies, and common areas. Additional cleaning fees from $150 upwards will apply if smoking occurs.
ROOM CONDITION, DAMAGE & CLEANING
Guests staying in the Penthouse are required to wash and return dishes prior to departure. Rooms must be left in a reasonable condition.
Excessive cleaning, damage, or missing items will incur additional charges, including labour and replacement costs, charged to the card on file.
PET POLICY
At Surf Hotel, we are unable to accommodate pets throughout the Surf Hotel, including restaurant, wellness, reception, common areas and all guest rooms.
We appreciate your understanding as we aim to maintain a comfortable and allergy-friendly environment for all guests.
If a pet is found to have been in a guest room, additional cleaning, damage and any related costs will be charged to the registered guest.
SECURITY & EVICTION POLICY
Surf Hotel reserves the right to enter any room in the interest of safety and security. Guests may be evicted without refund for behaviour including (but not limited to):
Intoxication or anti-social behaviour
Verbal or physical abuse
Excessive noise
Damage to property
Smoking within the hotel
Pets within hotel
Exceeding room occupancy limits
Failure to adhere to any policy within Surf Hotels Terms and Conditions
Failure to follow reasonable staff requests
EVENTS AND GATHERING POLICY
Surf Hotel is designed as a relaxed and considered space for all guests to enjoy. To ensure this experience is maintained, unauthorised events, gatherings or parties are not permitted within guest rooms or throughout the property.
We do welcome small events and special occasions, however these must be arranged in advance and approved by Surf Hotel. For all event enquiries, please contact our team at hello@surfhotel.com.au. We’d love to work with you to create something thoughtful and suitable for the space.
FILM AND PHOTOGRAPHY POLICY
Guests are welcome to capture personal moments during their stay; however, any professional or commercial use must be arranged in advance. A location fee may apply.
For brands, businesses, talent, creators or collaborators, any content featuring Surf Hotel, including social media posts, campaigns, partnerships or promotional use of the property, must be approved by Surf Hotel prior to publication. This helps us thoughtfully manage how the hotel and guest experience are represented.
For all enquiries, please contact hello@surfhotel.com.au
GIFT CARDS
Surf Hotel gift cards are available as a physical card or as a digital gift card delivered by email. Both are subject to the terms set out below.
Gift cards are redeemable at Surf Hotel, Torquay only, and may be used towards accommodation, food and beverage, and retail purchases. They cannot be redeemed at any other venue.
Validity. Gift cards are valid for two (2) years from the date of issue. The date of issue and the expiry date are shown on the card or in the accompanying email. Any unused balance remaining after the expiry date is forfeited.
Redemption. Gift cards must be presented at the time of payment — physical cards in person, digital gift cards by presenting the unique code. A gift card cannot be applied to an account once it has been settled, and cannot be used to pay for reservations made through third-party travel agents or online booking platforms. Accommodation bookings must be made directly with Surf Hotel for a gift card to be applied.
Partial redemption. Where a purchase is less than the value of the gift card, the remaining balance stays on the card and may be used in a later transaction up to the expiry date. Where a purchase exceeds the value of the gift card, the difference must be paid by another accepted payment method.
No cash redemption. Gift cards are not redeemable for cash, are not reloadable, and cannot be exchanged, refunded or returned for cash in whole or in part. No change is given.
Lost, stolen or damaged cards. Please treat a gift card like cash. Surf Hotel is not responsible for gift cards that are lost, stolen or damaged, and is not liable for any unauthorised use of a gift card once issued. Where a digital gift card code remains unredeemed, we may reissue it on presentation of proof of purchase, at our discretion.
Bookings and cancellations. Where a gift card is used towards an accommodation booking, the value applied is treated as payment for that booking, and the cancellation, amendment and no-show policies set out in these terms apply in the same way as any other payment. Any amount refundable under those policies will be returned as gift card value, not as cash.
Promotional vouchers. Complimentary vouchers, credits and promotional cards issued by Surf Hotel at no charge are not gift cards. They are valid only for the period and purpose stated on the voucher, cannot be redeemed for cash or exchanged for a gift card, and may carry additional conditions.
Changes. Surf Hotel may amend these gift card terms at any time. Amended terms will not reduce the validity period or value of a gift card already purchased.
PRIVACY POLICY
Surf Hotel respects your privacy and is committed to protecting your personal information.
We may collect personal details including:
Name, email, and phone number
Booking and stay information
Payment details
Guest preferences or special requests
Your information is used to:
Manage reservations and guest stays
Communicate with you before, during, and after your stay
Process payments
Improve our services and guest experience
Meet legal and regulatory obligations
Send you offers, news and updates about the hotel and the wider Blackwood group, unless you ask us to stop
DATA SECUTITY
We take reasonable steps to protect your information from misuse, loss, or unauthorised access.
THIRD PARTIES
We may share relevant information with trusted providers who help us run the hotel and reach our guests. These include booking platforms, payment processors, our property management and email systems, and advertising platforms such as Meta (Facebook and Instagram) and Google.
MARKETING
We may use your contact details to send you offers, news and updates about this property and the other Blackwood properties.
We may also provide your email address or phone number to advertising platforms such as Meta (Facebook and Instagram) and Google, so that we can show our advertising to you, show it to people with similar interests, and avoid showing you advertising that isn’t relevant. Where we do this, your details are converted into a scrambled code before they are sent, the platform uses that code only to match against its own records, and it is required to delete it afterwards. We do not sell your personal information.
You can ask us to stop at any time by using the unsubscribe link in any email we send, or by contacting us at hello@surfhotel.com.au. Meta and Google also let you control the advertising you see through their own ad settings.