Travel Restrictions

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

24 March 2020

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. 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 strongly urge all our customers to take this option to help provide jobs to our employees as we all recover from the economic impact of this issue.

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

If you are unable to travel to Tangalooma due to the Government restrictions pertaining to COVID-19 you may choose to cancel your booking. However as per advice we have received from the ACCC we will be charging a 20% cancellation fee at the time of refund. Due to the large volumes of requests at this time, refunds are to be processed within 30 days of cancellation.

Tangalooma’s rights to enforce a 20% cancellation fee

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 ACCC confirms that as a business we are able to charge for any costs incurred at the point of notification of cancellation and reschedule by the client. Further, ACCC confirms that Coronavirus COVID-19 is a circumstance outside of our venue’s control and accordingly consumers are not entitled to a full refund.

As such the restrictions around Coronavirus COVID-19 is a circumstance outside of our control. Under these exceptional circumstances, as a business we are entitled to charge for costs incurred at the point of notification of cancellation and reschedule by the client.

We are a family business and continue to suffer significant losses from this pandemic. We are not in a position to absorb these costs, nor do we believe the 20% fee is actually the full cost absorbed by the business in the attraction and management of the booking. As such we appreciate your understanding which will enable us to trade through the crisis and 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 cancellations, until further clarification from government is given to the length of this ban.

What’s the best way to activate my Reschedule / Cancellation 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.

Cancellation or Credit REQUEST

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