Booking Terms & Conditions

1. General

1.1 The booking terms and conditions outlined below apply to Reflections Holiday Parks.

1.2 Management reserves the right to amend or alter prices (other than for confirmed bookings), sites and these Terms and Conditions at any time without notice.

1.3 Reflections Holiday Parks may request a valid form of identification be shown at the time of check in to confirm a guest booking.

1.4 Reflections Holiday Parks only take bookings up to 12 months in advance. Block out periods do apply at Reflections Holiday Parks. Please contact the Park directly for more information.

1.5 Whilst we endeavour to meet our guest’s requests, site/cabin preference is not guaranteed and may be altered at any stage before your arrival by Park Management. Reflections Holiday Parks offers guests at an additional charge the for option of a site selection. Please enquire with one of team about this feature.

1.6 You must be at least 18 years of age to stay with us if you are not accompanied by a parent or guardian.

1.7 Standard Rates are based on two persons – additional charges apply for bookings of three persons or more (both adults and children).

1.8 For purposes of booking, age ranges are classed as the below;

1.8.1 Infant – 3 and under

1.8.2 Child – 4 to 17 inclusive

1.8.3 Adult – 18 and over

1.9 Children under the age of 9 are not permitted to sleep in the top bunk.

1.10 All guests will be required to complete a guest registration form prior to or upon arrival at a Park. Failure to do this may result in non-acceptance of your reservation.

1.11 An essential condition of your booking is that all guests must always abide by all Park Rules, guidelines and signage and reasonable requests from park staff.

1.12 Due to high occupancy in Peak periods, we encourage you to rebook with us prior to departure to avoid disappointment. Minimum nights may apply at different parks and during different seasonal periods.

1.13 A valid credit card must be provided for all bookings in order to secure your reservation with us. The guest whose signature appears on the guest registration form shall be deemed responsible to pay for all room/site costs and agrees that all costs will be paid prior to departure. The guest authorises the park to deduct any outstanding room/site costs, fees, damage charges, etc from their given credit card. Any payments not able to be recovered directly from a guest will be referred to a debt collection agency with the cost of collection being added to the debt to be collected.

1.14 Credit Card Security: All bookings require a credit card for security. Your credit card number will be held by an encrypted link for the duration of your booking and up until 14 days after your departure. Charges can be made to this as requested. Damages or loss incurred from your cabin or site may also be charged to this card, including, but not be limited to, loss of items from your cabin, damages or non-returns of hire equipment, loss of keys or damages to the site such as a broken tap. Should you not be able to provide a valid credit card, a $300 cash bond and a copy of your photo ID is required for all bookings.

1.15 Whilst we will always do our best to honour your paid guaranteed site selection, there may be instances due to circumstances beyond our control that we do need to move you to another site. If we are unable to honour your guaranteed site, reflections will refund the applicable site selection fee back to the guest.

1.16 Reflections Holiday Parks or Park Management will not be held responsible for, or liable to compensate loss, theft, or damage to personal property on, or brought into the accommodation/site or in the immediate vicinity of the accommodation/site.

1.17 Personal information collected may be used for direct marketing purposes where, in absence of an objection, implied consent is assumed. Reflections Holiday Parks will also provide options for a person to opt out of receiving marketing material

1.18 The number of guests on the sites or in the accommodation at any one time shall not exceed the number of guests declared on the booking information.

1.19 Occupancy is granted under the acceptance of the above-mentioned terms and conditions in accordance with the park rules (subject to change without notice). Management reserve the right to terminate the occupancy due to any breach of the above.

2. Minimum Stays

2.1 Minimum length of stays applies during seasonal periods and may vary from Park to Park.

2.2 Minimum length of stays applies, unless the park has communicated modified minimum night stay conditions (for example during that park’s peak season and between different types of accommodation) at the time of booking and outlined in your booking confirmation, or the website on which you have made your booking.

3. Payments/Deposits

3.1 A deposit is required to secure each reservation. Reservations will not be guaranteed or confirmed without a full deposit. Please note if your deposit is not paid within 48 hours, your reservation will be cancelled.

3.2 An existing valid Guest Account Credit may be used for the deposit if the value of the guest credit is greater than the total of the booking – If the total of the booking is greater than the guest credit, full payment of the deposit is required and then the credit will be applied to the balance.

3.3 Your credit card will be held as security for your reservation. The card provided may be utilised for any applicable fees and charges arising from these terms and conditions. Unless an alternative valid card or method of payment is provided upon check-in for the purpose of meeting the CREDIT CARD SECURITY requirements.

3.4 Peak (High Season) Deposit and Payment Terms

3.4.1 15 December to 31 January Bookings – a holding deposit of the first night’s tariff or $100 whichever is greater at time of booking (‘Holding Deposit’) with the full deposit of 50% (‘Deposit’) due by the 31st August and final balance payable by the 31st October.

3.4.2 Easter Long Weekend – a Deposit of the first night’s tariff at time of booking with balance payable by 28th February.

3.4.3 October Long Weekend – a Deposit of the first night’s tariff at time of booking with balance payable by the 31st August.

3.5 School Holiday Seasons (NSW and may extend to include QLD\VIC) Deposit and Payment Terms

3.5.1 A Deposit of the first night’s tariff at time of booking and full tariff is payable 30 days prior to arrival.

3.6 Low Seasons Deposit and Payment Terms

3.6.1 A Deposit of the first night’s tariff at time of booking and balance payable on arrival.

Cancellations/Amendments, Refunds & Guest Credits

4.1 We will do our best to assist you should your holiday plans change, although cannot guarantee that changes can be made nor that a refund is available. Please note that bookings in certain time periods, or for certain accommodation types cannot be changed; however, in some instances, changes may be permitted but a Cancellation Fee will apply. If you wish to change any details of your booking, please contact our parks directly.

4.2 The following applies to bookings made through the Reflections website or direct with a Reflections Holiday Park. If bookings have been made via a third party, travel agent or tour operator, please contact them directly.

4.3 As a rule, the booking Cancellation Fee equates to deposit required to secure the booking. The Booking Cancellation Fee will apply where the required notice period requirements for amending or cancelling a booking are met. Where the required notice periods are not met the guest will forfeit all money paid towards the booking as the cancellation fee.

4.4 A 48-hour cooling off period applies to all new bookings. If a booking is cancelled within 48 hours of original booking date no cancellation fee will apply, unless arriving within 10 days from the date the reservation was created, in which case no cooling off period applies.

4.5 When reservations cross over two Deposit and Cancellation Policy Periods, the Peak Season Deposit & Cancellation Policy applies.

4.6 Specific Cancellation Terms for Peak (High) Season Bookings

4.6.1 Summer Peak (15 December to 31 January) – The Holding Deposit is fully refundable up until the 31st August. Any cancellations or amendments received after the 1st September for stays during the summer peak period will be non-refundable or the guest may request a credit for the full amount paid as a Guest Account Credit to be used towards a future booking within a 12 month period. Cancellations received from 1st November – no amounts paid will be refunded or credited to the guest account.

4.6.2 Easter Long Weekend, Applicable April School Holidays (region specific)– Cancellations or amendments must be made 30 days prior to the Friday of the Long Weekend. Where written notice of at least 30 days prior to the Friday of the Long weekend is received, then bookings are refundable less the Deposit paid (equivalent to first night) or a credit as a Guest Account Credit for the full amount paid to be used towards a future booking. No amounts paid will be refunded or credited to the guest account where cancellation occurs within 30 days.

4.6.3 October Long Weekend, Applicable September \October School Holidays (region specific) – Cancellations or Amendments received up to the 31st August (of the relevant year) – where written notice has been provided are refundable less the Deposit paid (equivalent to first night) or a credit for the full amount as a Guest Account Credit to be used towards a future booking. Cancellations or Amendments received from 1st September – no amounts paid will be refunded or credited to the guest account.

4.7 School Holiday Season Bookings

4.7.1 Cancellations or Amendments where at least 14 days written notice for stays in School Holiday periods (NSW and may extend to include QLD\VIC) has been provided are refundable less the Deposit paid (equivalent to first night) or a credit for the full amount to a Guest Account Credit to be used towards a future booking.

4.7.2 Cancellations or Amendments for stays in School Holiday periods received within 14 days of your booking – no amounts paid will be refunded or credited to the guest account.

4.8 Low Season Bookings

4.8.1 Cancellations or Amendments where at least 7 days written notice has been provided are refundable less the Deposit paid (equivalent to first night) or a credit for the full amount to be used towards a future booking.

4.8.2 Cancellations or Amendments received within 7 days of your booking – no amounts paid will be refunded or credited to the guest account.

4.8.3 In the circumstance where a guest is eligible for a refund, Reflections may request that the Guest Refund Form is completed for a refund payment to be processed. Please note depending on the value of the refund it may take up to 30 days to process the refund.

4.9 Early Departures and No Shows

4.9.1 No refunds are given for unused portions of your booking, including no-shows and early departures or cancellations after you or your party has arrived at the park. A no-show is when you do not check-in on the day of your confirmed date of arrival. Please note that if you or your party do not arrive on the date of your arrival, your cabin/site may not be available if no prior communication about your booking has been received.

4.9.2 Should you wish to vacate your accommodation or site early due to weather conditions or any other reason, tariffs and deposits paid are not refundable or available as a guest account credit if you depart early.

4.10 Reflections reserves the right to refuse or decline your booking at any time without reason. We reserve the right to refuse entry into the park for any reason we so determine in our discretion (including for our own purposes).

4.11 You have no ownership rights over the reserved cabin or site to resell to a third party. Subletting is not permitted.

4.12 Our standard terms and conditions for bookings will still apply should you wish to cancel due to weather events.

4.13 Best Flexible Rate – Cancellations or Amendments where at least 48 hours’ notice prior to your scheduled arrival date has been provided are refundable LESS the Deposit paid PLUS the best flexible rate fee (cabins $100 and sites $50) OR a credit for the full amount LESS the best flexible rate fee (cabins $100 and sites $50) to be used towards a future booking.

4.14 Site Selection Fee – Whilst we will always do our best to honour your paid guaranteed site selection, there may be instances due to circumstances beyond our control that we do need to move you to another site. If we are unable to honour your guaranteed site, Reflections will refund the applicable site selection fee back to the guest.

5. Guest Account Credit

5.1 Cancellations that result in a balance of your existing booking, less any applicable cancellation fee, being applied to a future stay or as a Guest Account Credit must be used within 12 months of the date of the credit being processed.

5.2 Acceptance and redemption of a Guest Account Credit is subject to these Terms and Conditions:

5.3 A Guest Account Credit:

5.3.1 Is only redeemable for accommodation or site fees at any Reflections Holiday Park and is not redeemable for cash, meals or any other products or services.

5.3.2 May be used in part or full, and any remaining value can be used towards subsequent purchases of accommodation within the 12-month validity period.

5.3.3 Is valid only for a period of 12 months from the date of issue and if not used for a stay prior to the expiry date will be void, of no value and any unused value will not be refunded.

5.3.4 An existing valid Guest Account Credit can be used as the deposit if the credit is more than the total of the new booking – If the total of the new booking is more than the guest credit, full payment difference between future stay cost and the Guest Account Credit is required and then the credit will be applied.

5.3.5 Any further cancellation once the Guest Account Credit has been applied to a replacement booking will still be treated as the same cancellation date as when the 12 month validity period commenced, that is any subsequent cancellation will not result in a new validity period.

5.3.6 Once a guest credit has been offered and accepted, no subsequent refunds will be offered.

5.3.7 A guest account credit cannot be transferred to any other alternative guest bookings. The name the credit is held under must match the guest name on the booking.

6. COVID-19 Cancellation Policy

6.1 Reflections understands the ongoing uncertainty surrounding COVID19 and how this may impact on your holiday plans. In the event of a Government imposed COVID19 travel restrictions impacting a guest’s travel plans, a guest will be offered flexibility over and above the standard terms and conditions in the form of a Guest Account Credit for the value of the deposit/s held or any monies paid to secure the booking, valid for up to 12 months of the date of the credit being processed, should any of the below criteria impact their planned stay:

6.1.1 A State Government or Commonwealth Government gazetted restriction (Public Health Order) is in place within 7 days of your arrival date which means you are no longer able to travel to or from your destination, including where border closures would result in you having to quarantine for 14 days or more on your return home.

6.1.2 You are directed into self-isolation by operation of a Public Health Order within 7 days of your arrival date, or

6.1.3 You or an immediate family member becomes sick with COVID19 within 21 days of your arrival date.

6.2 To request a Guest Account Credit in relation to the COVID19 Flexible Cancellation Policy the guest will need to contact the park direct. The contact details can be found on the individual park pages on the Reflections website or your booking confirmation.

6.3 To utilise this policy the guest must:

6.3.1 Have made their booking on the Reflections website or direct with the Park, and

6.3.2 Where requested, provide proof to the park where the booking is held of COVID19 impact as listed above.

6.4 For clarification, this policy does not apply to the following:

6.4.1 COVID restrictions that have not been gazetted by a State Government or Commonwealth Government

6.4.2 Guests awaiting the result of a COVID test,

6.4.3 Guest Illness, other than COVID related

6.4.4 Where travel is not directly impacted by a State Government or Commonwealth Government restriction.

6.5 Unfortunately, due to the ongoing nature of COVID19 being beyond our control when outbreaks occur, Reflections will not provide refunds unless the notice requirements of the standard terms and conditions are met.