Serpentine Falls Tourist Village

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Introduction

For the safety of our guests and team, and to comply with current COVID-19 restrictions, guests at Serpentine Falls Tourist Village must abide by the following conditions of entry:

COVIDSAFE GUEST CONDITIONS OF ENTRY

    • Anyone who has respiratory symptoms or fever (>37.5°C), even if they only have mild symptoms, MUST:
    • Advise staff
    • Immediately get tested for COVID-19 and;
    • Place themselves in isolation until they have received their result.
    • Everyone must comply with government and Public Health Order directions while on the premises. This includes but is not limited to:
    • 1 person per 4 sqm rule applies in all communal areas such as BBQ areas, camp kitchens, laundries, etc.
    • Maintain 1.5 metres physical distancing.
    • Gatherings must not exceed 10 people at any time.
    • Maximum of 10 people allowed in the pool at any one time.
    • Everyone must practice good hand hygiene.
    • All guests, including long-term casuals and visitors, MUST complete a guest declaration at check-in/arrival.
    • Park rules and conditions must be followed.
    • All staff instructions must be followed.

 


BOOKING TERMS AND CONDITIONS
COVID-19 Flexible Booking Policy
We currently have a flexible booking policy in place to reassure our guests they can book with confidence in these uncertain times. If you need to change or cancel your booking because of COVID-19 restrictions you can do so up to 72 hours prior to arrival. We can offer you the option to amend your booking or receive a full credit to use within 12 months. This applies to bookings arriving up until 30th November 2020 after which our regular terms and conditions will apply. Please don’t hesitate to contact our reception if you have any queries regarding this policy.

Online Bookings
Maximum stay is 21 nights (maximum for camping sites is 7 nights).
For bookings outside these periods, please contact the office on (08) 9525 2528 or email us at info@serpentinepark.com.au.

Number of Persons Staying
Please specify the correct number of persons including children staying at the Park. Immediate eviction (with no refund) will apply to those who stay with more guests than specified. The maximum number of guests allowed is specified next to each accommodation type. If you have more than the maximum number of guests, please do not book online, instead contact the office to enquiry if we can accommodate your numbers (no guarantee we can) on (08) 9525 2528 or email us at info@serpentinepark.com.au.

Pets
Please mention in the comments section if you would like to bring a pet and the type of pet.

Amendments
Any amendments must be made at least 14 days prior to your arrival date and are subject to availability and our approval (which may be given or refused at our absolute discretion). Each amendment will incur a $25 administration fee.

Photo Identification
Valid photo identification (eg, driver’s licence, passport) matching the guest must be presented at the time of check-in. A photocopy of the photo identification will be taken.

Cancellation Policy
Payments will only be refunded if you notify us at least 14 days prior to your arrival date and a $50 administration fee applies. All cancellations must be in writing and sent by email to info@serpentinepark.com.au.
No refund will be provided if you provide less than 14 days notice.
We reserve the right to relocate or cancel any booking at our discretion.
No refunds will be provided for early check out/ departure.

Deposit Policy
Full payment for the accommodation and the security deposit must be made at the time of booking.

Check In
Check in is from 2.00pm.

If you require an early check in, you will need to contact us at least one day prior to your arrival (subject to availability and a fee may apply). If you will be arriving after 5.00pm, you will need to contact us at least two days prior to your arrival to make arrangements.

Guests who fail to arrive on their designated day or who arrive after 5.00pm and have not made alternative arrangements will forfeit the cost of the accommodation.

Check Out
Check out is by 10.00am. A fee will apply for late departures.

If you require a late check out, you will need to contact us at least one day prior to your departure (subject to availability and a fee will apply).

There is no refunds for early checkout / departure.

Security Deposit Refunds
Keys are to be left in the deposit box outside the office. Security deposits will be refunded after the accommodation is checked and provided the accommodation is left in the state described below.

State of Accommodation
Please leave your accommodation or site clean, tidy and undamaged. For accommodation, this includes washing and putting away all dishes/ utensils used and putting rubbish in the large bins outside the accommodation. If any items are broken, damaged or missing, you will not be refunded your security deposit and we reserve the right to charge your credit card for any costs in excess of the security deposit.

A cleaning surcharge will apply for cleaning above the normal level of cleaning due to the accommodation/ site being left in an unacceptable state.

Inspection
For guests staying in our onsite accommodation for 2 weeks or more, we reserve the right to inspect the accommodation regularly with 24 hours notice during your stay.

Extending Stay
Due to advance bookings, we can only guarantee your accommodation or site to the departure date shown on your receipt. Please contact us as early as possible if you would like to extend your stay.

Credit Card
A credit card must be produced in the name of the person staying at the park on check in and a photocopy of the credit card will be taken.

Any damage caused or additional cleaning required will be charged against the card.

Park Management’s Reservations
We reserve the right to refuse a booking/ eject guests from the park at any time where any person is believed to:
• not be the person named on the booking request
• not be the person named on the credit card or not be authorised to use the card
• not be able to pay for any charges
• be causing or likely to cause damage to the property
• exhibit or be likely to exhibit socially unacceptable behaviour
• be younger than 18 years and not accompanied by a responsible person over that age
• be concealing a dog or other unauthorised animal
We reserve the right to eject guests from the park who are (or whose visitors or pets are) deemed by us to be behaving in a socially unacceptable manner, causing damage, disrupting other guests, using unacceptable language or otherwise breaking Park Policies. No refunds will be given and charges will apply for damage caused.

Easterly Winds
We can experience strong easterly winds during summer. No refunds will be provided if you decide to leave early due to the winds.

Noise
Noise can be offensive to other guests and residents. Please observe our motto of a quiet park.
Excessive noise or unruly behaviour will not be tolerated (eviction will apply).

Alcohol and Drugs
Drug use is strictly prohibited in all areas.

Alcohol must not be taken or consumed in public areas. Consumption of alcohol must not be to the disturbance or offence of others.

Pool
Pool rules are clearly displayed at the pool and must be observed at all times.

Speed Limit
Maximum of 8 kilometres per hour for all vehicles at all times.

Fires
Fire pits are permitted over the winter months from 1 June to 30 September unless the fire danger rating is high or there is a total fire ban.

Vehicles
Only one vehicle per site. No trailers are to be stored on site.
No repairs to be carried out in the Park.
Vehicles are not to be driven over or parked on vacant sites, kerbing or grassed areas.

No smoking
Strictly no smoking in the cabins, toilet blocks, laundry or camp kitchen.

Visitors
Visitors must park in the visitors car park.

Visitors are not permitted to use the pool at any time and are not permitted to bring pets/ animals on the park. Visitors are not permitted to stay overnight unless our prior approval is given. Any visitors wishing to stay overnight must attend the office prior to staying in the Park (fees apply).

You are personally responsible for any and all personal injuries and/or damages or losses relating to your visitors or the actions of your visitors.

We reserve the right to evict any guests whose visitors are causing a nuisance or are the subject of complaint from other guests or residents.

Dogs only Permitted on Caravan and Camp Sites
Dogs are only allowed with our prior permission. We have the right to disapprove any dogs at our discretion and evict any dogs causing nuisance or subject of complaint by any other guests.

Dogs are not permitted in the cabins, holiday homes, toilet blocks, laundry, camp kitchen or park home area at any time.

Dog waste must be picked up and disposed of in rubbish bins. Dogs must be supervised at all times and never left unattended. Dogs must at all times be on a hand held lead or restrained. Dogs must not be washed or cleaned anywhere within the park.

You are personally responsible for any and all personal injuries and/or damages or losses relating to any actions by your dog. We reserve the right to evict any guests whose dog is causing a nuisance or is the subject of complaint from other guests or
residents.

No other pets are allowed on the park.

Children
All children require supervision by a parent or guardian (over 18 years) at all times.

Children are not to play in or around the toilet block, laundry or camp kitchen.

You are responsible for controlling and supervising the behaviour of children in your group and for their safety.

Bikes
Children are permitted to ride their bikes and scooters around the camp site ONLY – not around the residential park homes.

Bunk Beds
Children under the age of 9 years are not permitted to use the top bunk. Children must not play on the top bunk.

Park Home Area
The park home area is strictly out of bounds.

Rubbish
Please use bins provided for all rubbish.

Theft
Petty theft can occur, please be careful not to leave valuables on display in or outside your accommodation/ site. Your accommodation and vehicles should be locked at all times. Park management is in no way responsible for the loss of money or other valuables howsoever occurring.

Eviction
Please observe our Park Policies as a failure to do so will result in eviction (no refunds will be given).

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