As a valued guest, I wanted to update you personally on the evolving novel coronavirus (COVID-19) situation, and the additional precautions we’re taking in response to this outbreak.


The health and safety of our guests and our team members is always our foremost priority.  While the risk of contracting the virus in the local community remains low, we are working with the latest advice from Australian and New Zealand medical authorities, as well as the World Health Organisation (WHO), regarding preventative and precautionary measures.


Highest hygiene


Let me reassure you that enhanced cleaning and hygiene practices have been implemented in all our hotels, resorts and suites.


All common areas, as well as back-of-house, are frequently and thoroughly cleaned and disinfected to the most stringent standards, paying special attention to high touch-point areas, such as door handles, switches, counters etc.  We conduct this process hourly.


And, of course, all guest rooms continue to be thoroughly cleaned and sanitised regularly, with our usual detailed attention to high touch-points.  These practices include the use of an antibacterial, antimicrobial cleaning product that reduces the risk of harmful viruses, of moulds, fungus, algae and any other possible harmful pathogenic bacteria.


Continually monitoring and updating


Our properties have documented procedures in place and we stand by ready to support anyone who develops symptoms requiring prompt medical attention, self-isolation and/or quarantine.


All of our hotels are working directly with local health authorities to ensure that we are vigilant and fully prepared to take additional preventive measures should circumstances indicate.


Book with confidence


Given the exceptional circumstances we currently face, we are offering extra flexibility and support for all new bookings made directly through, email, Live Chat, and our Customer Contact Centre between now and 30th April 2020.


This includes:


  • Free change of date and change of destination up to 48 hours prior to arrival for stays on or before 31 October 2020 for hotels across Australia and New Zealand.


If you have booked through a third party, travel agent or tour operator please contact them directly.


Individual cancellation policy


In order to support our guests at this time for all non flexible bookings made prior to 10th March for arrival from 10th March 2020 to 10th April 2020 inclusive we are offering extra flexibility and support. Any bookings that have been made directly through, email, LiveChat and our Customer Contact Centre will be offered the following:


  • Free change of date and change of destination up to 48 hours prior to arrival for stays on or before 31 October 2020


Let me say again, your well-being and that of our team members is our number one priority. Thank you for your support – it is appreciated.


Yours sincerely, 


Craig Hooley



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