Travel Restrictions

Credit & Rescheduling Policy pertaining to government-enforced restrictions of COVID-19 pandemic

6 April 2020

We thank you for your understanding during these extraordinary times. The health and safety of all our staff, residents, guests and the broader community is the number one priority for everyone at this time. We are making every effort to ensure the resort and its operations are in-line with all government regulations to stop the spread of COVID-19. 

Following the Australian Government’s announcement on March 22 restricting all non-essential travel, Tangalooma Island Resort is advising guests who hold future bookings to postpone travel for the foreseeable future. We apologise for any inconvenience this may cause, but it is essential to follow government advice to avoid the spread of COVID-19 at this time.

I booked through a travel agency, third-party website or private accommodation operator at the Resort. Am I allowed to reschedule or cancel?

If you have not booked with Tangalooma Island Resort directly and you have used a travel agency, third-party website or private accommodation operator at the Resort, you will need to speak with them directly about your reservation and their terms.

I booked directly through Tangalooma.com or through the Tangalooma Reservations Centre – can I reschedule my booking?

At this time, we are offering guests that are impacted by the Australian Government’s non-essential travel ban a Resort credit to be used on a future booking. The value of this credit will be issued at the dollar value of your original package, and for a limited time we will be issuing an additional bonus of $100 Resort Credit (The $100 bonus credit will only be issued to bookings that are reasonably expected to be impacted by the Government travel restrictions). Your Resort credit can be used towards direct bookings inclusive of accommodation, signature activities, boat transfers or our food & beverage outlets for travel up until 31 March 2021.

We thank all our loyal customers for their understanding on this issue as we prioritise the ongoing job security of our employees as we all recover from the economic impact of this issue.

Government-enforced restrictions on travel

Queensland’s Chief Health Officer, Dr Jeannette Young has given the following directions pursuant to the powers under section 362B of the Public Health Act 2005 to assist in containment of, or to respond to, the spread of COVID-19 within the community:

“A person who owns, controls or operates a non-essential business or undertaking in the State of Queensland must not operate the business or undertaking from Monday, 12pm on 23 March 2020 until the end of the declared public health emergency, unless these conditions are revoked or replaced.”

The Queensland Government Office of Fair Trading confirms that if your booked travel cannot be completed due to a government ruling, this impacts your entitlements to a refund under the Australian Consumer Law. Furthermore, the Queensland Government Office of Fair Trading have confirmed to us that any upcoming bookings that are affected by these travel restrictions can be compensated with a credit voucher to the value of the original booking, to use for a future travel date after the restrictions have been lifted.

We are an independent Australian family-owned business and continue to suffer significant losses from the pandemic. We will be fighting to return the Resort to its full capacity as soon as possible. To do this we are making all efforts to mitigate our losses, which will allow us to trade through the crisis to retain our staff for your holiday at a time when you can take it.

What travel dates do the above policies apply to:

As the COVID-19 non-essential travel ban is for an indefinite period we will be applying the above policy to all reschedules, until further clarification from government is given to the length of this ban. The $100 bonus credit will only be issued to bookings that are reasonably expected to be impacted by the Government travel restrictions.

What’s the best way to activate my Credit request?

We are currently experiencing high call volumes and we would respectfully like to ask guests not to contact our Reservations team and instead, we will be in touch with you.

Please be patient with us as it may take us a few days to reach all guests – rest assured, we are working through all our guests on a date-by-date basis. To submit an online request, please fill in the request form below and your enquiry will be dealt with as quickly as possible.

We appreciate this is a difficult time for everyone, and we hope that all our guests, staff, residents and the broader community stay safe during these unprecedented circumstances.

Credit/ReSchedule REQUEST

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