FAQ’S

Q1 Resort & Spa is not a registered schoolies property, the resort reserves the right to cancel any reservations identified as schoolies.

Q1 Resort & Spa has the right to refuse entry to anyone deemed to be here for the Schoolies festival or not abiding by our No Party Policy, you would have already agreed to abide by this policy when you confirmed your accommodation booking. The property does not have any policies, procedures, or resources in place to accommodate the unique needs of school graduates during the annual ‘Schoolies Week’ period. It does not have adequate resources to engage qualified security personnel to guarantee the safety, comfort and convenience of school graduate guests during this period.

All guests who have booked accommodation during the period 16th November – 1st December 2024 which is during the “Schoolies Festival” must be over the age of 21 years old to obtain apartment keys even if accompanied by a parent.

If you have made a reservation over these dates and are unsure of the status of your reservation please contact the Q1 Resort & Spa Reservations Department on 07 5630 4500 or email to res@q1.com.au and have your reservation confirmation number handy.

The card used for the balance payment and pre-authorisation must be presented on check-in by the cardholder.

A pre-authorisation is required to be held on a Credit/Debit card which matches the same name of the reservation for security. Additional charges may apply for damages or if extra cleaning is required.

Q1 Resort & Spa requires a credit card pre-authorisation upon check in. The amounts are as follows:

• AUD $300 credit card pre-authorisation for 1 bedroom and 1 bedroom family apartments
• AUD $300 credit card pre-authorisation for 2 bedroom apartments
• AUD $500 credit card pre-authorisation for 3 bedroom apartments
• AUD $500 credit card pre-authorisation for 4 bedroom apartments
• AUD $500 credit card pre-authorisation for 4 bedroom penthouses
• AUD $1000 credit card pre-authorisation for  3 bedroom celebrity spa suite
• AUD $2000 credit card pre-authorisation for presidential penthouse

Please note these funds will be released after a satisfactory check of the apartment, however it may take up to (5-7) business days for your funds to be made available to you in your account.

What Does Pre Authorization Mean?

In the world of electronic payment processing, a credit card pre-authorization refers to the process of placing what is effectively a holding charge on a guest’s credit card. The issuing bank checks to ensure that the customer’s payment can go through and there are sufficient funds available to cover the requested amount, without actually debiting the cardholder’s account right there and then.

What Are Pre-Auths For?

There are a number of common use case scenarios for pre authorizing payments via credit card, particularly within the travel sector. For instance, accommodation companies normally require that a customer commits to paying for any damages they might cause during the period of their rental by putting down a security deposit. This security deposit is usually claimed via a pre-auth charge, holding the authorization amount for the company to deduct any funds to cover damages (or fines) upon return of the apartment keys.

How Long Do Pre-Authorizations Last?

Typically, a pre-auth will be set to expire after five days after departure if no further action is taken by the merchant.

If you have any further enquiries please contact us 07 5630 4500 or email res@q1.com.au

The defibrillator is located on the wall at the Q1 reception Desk (Ground level – Level 1) with access to anyone in need.

Dial triple zero (000) and ask for an ambulance if someone has had a cardiac arrest.

Cancellation
Free of charge cancellation up to 7 days prior to arrival.
If cancelled within 7 days prior to arrival: 100% of booking deposit will be forfeited and processed as a cancellation fee.
No shows and cancellations after check-in: 100% of total booking value will be forfeited and processed as a cancellation fee.

The Presidential Penthouse has different T&C’s, please refer to your confirmation letter.

No shows: A no show is defined as a booking that does not check-in on the scheduled day of arrival. All no show bookings will be cancelled and the room will not be available for check-in after the scheduled arrival date. No refund will be provided to no show bookings, with 100% reservation will be charged as a cancellation fee. We always recommend you contact the property should your travel plans change.

Amendments
No amendments permitted within 7 days of arrival. By making this booking, you agree to the rates booked and understand that no reduction in booked rates will be considered. All date and room type amendments are subject to availability at the time of request, and may be subject to increased nightly room rates.

COVID-19/coronavirus

If your travel plans are impacted by the COVID-19/coronavirus which include a stay at Q1 Resort, that has been booked directly with the resort, the resort will credit your accommodation. That credit will be valid for one year, to be used for your next Q1 Resort stay.

COVID -19 A Word From The General Manager
As the COVID-19/coronavirus situation evolves, the safety of our team members, our guests and residents is paramount. We’re working hard to do everything we can to be
prepared and address everyone associated with Q1 Resort & Spa’s concerns, including;

• Increasing the rigor of cleaning and sanitising procedures throughout the Resort
• Disinfecting common area surfaces more frequently
• Making alcohol base hand sanitizers available to all Q1 staff plus located in the common area lobby and gymnasium for guests and residents use
• Making alcohol base disinfectant wipes available upon request at the lobby desk

Q1 Management is working with local public health agencies, and our Q1 footprint partners, while also aligning with state, federal and global public health guidelines and recommendations.

Additionally, we will continue to review our policies and procedures with the aim of strengthening our COVID-19 response to further align with updated public health advice and guidelines, including that of the Australian Government Heath Department and World Health Organization (WHO). This includes promoting hand washing and healthy hygiene practices among our Q1 community of staff, guests and residents.

I also want to ensure you can book your Q1 Resort stay direct with my team with complete confidence. If your travel plans are impacted by the COVID-19/coronavirus which include a stay at Q1 Resort, that has been booked direct with my reservations team, I will credit your accommodation. That credit will be valid for one year, to be used for your next Q1 Resort stay.

If you have specific questions about COVID-19/coronavirus, I would recommend you visit the World Health Organization website. Thanks for your patience and understanding. We look forward to seeing you at Q1 Resort & Spa soon.

Best Regards
John Wilder

Resort General Manager | Resident Caretaker
Q1 Resort & Spa

SKYPOINT BREAKFAST

SkyPoint is open for breakfast available exclusively from  7:30am – 11:00am 6 days a week (last entry for breakfast is 10:30, closed Tuesdays).

(SkyPoint open 7 days during school holidays)

All day menu available from 11am daily.

Q1 Resort & Spa guests can benefit from a discount breakfast voucher available for purchase from the Q1 Reception.

Adults: $42.00 Child (3-13 years) $28.00 (please note SkyPoint is independently operated and prices are subject to change)

We recommend checking the latest operating hours.

For more information please contact Skypoint directly on 07 5582 2700

VOCO BREAKFAST

Q1 Resort guests can access VOCO Hotel’s full hot & cold buffet breakfast including Chef’s omlette station at $25- pp every day.

VOCO, is only just a short walk from the Q1 towards the opposite side of the Tram Station.

Please see reception for directions.

SkyPoint Observation Deck is located on level 77 of the Q1 building, with a private function room on level 78.  SkyPoint is completely separate from Q1 Resort & Spa (privately owned and managed), however we are able to offer exclusive discounts on food, beverage and admission. Ask our QDESK about out $45.00 deck & Dine Ticket which includes a $20.00 dining credit to be enjoyed at SkyPoint Bistro & Bar.

The entry to SkyPoint Observation Deck is located on the ground floor, on the western side of the building.  Q1 Resort’s lifts do not have access to SkyPoint Observation Deck, and all guests must enter through their dedicated entry and take the express lift to Level 77.

An exclusive 25% discount for the SkyPoint Climb is available for Q1 Resort guests. Ask Reception about the discount during your stay.

Stephanies® Wellness Spa is situated within the iconic Q1 Resort & Spa – Gold Coast; a prestigious address inspired by the spirit and lifestyle of Australia. Stephanies® Wellness Spa is set amongst pristine tropical landscapes and pool terraces, offering an eco-elegant space where guests can rejuvenate in style.

Please call the spa directly on (07) 5551 0910 or call our reservations team on 1300 DAY SPA We also have available a Booking Request Form that you can complete and we will call and confirm your appointment within business hours.

Gold Coast and Brisbane airport transfer services are available via our dedicated QDESK, located within the lobby of Q1 Resort & Spa. Please visit www.qdesk.com.au for current pricing and phone 07 5630 4515 to book or email your name, contact number and date of transfer and flight number to sales@qdesk.com.au.

Q1 Resort’s tour desk has a large selection of tours and attractions available for every guest.  Please visit our friendly staff during your stay for the latest specials; they will be more than willing to offer suggestions of must see and do things on the Gold Coast during your stay.

If you are looking to plan ahead for activities while on holidays, you can pre-book all the great tours, theme parks, cruises, water sports, and activities right from the comfort of your own home. Visit our featured tours and activities page for a link to book.

Q1 Resort & Spa includes complimentary car parking with each apartment booked. Parking is located in a secure underground car park, underneath the Q1 building. The car park is accessed using your room key – so you will need to check-in at Reception prior to accessing the car park.

One car space is allocated for One Bedroom and Two Bedroom apartments. The Three Bedroom and Three Bedroom Sub Penthouse Apartments are allocated two car parking spaces. The Four Bedroom Executive Spa, Four Bedroom Penthouse and Presidential Penthouse are allocated three car spaces. Q1 Resort & Spa guests will be provided with a parking pass when you check-in to display on your dash board, and you must park in a space marked with an orange dot.  Additional parking spaces are subject to availability; please ask Reception at the time of check-in.

Q1 Resort & Spa also has a visitor car park, located underneath the Q1 building. The visitor car park is complimentary and open from 7:30am – 9:00pm daily. Visitors must park their car in a Q1 Resort signed park and register their car with Reception to collect a parking pass if parking for more than 2 hours. Separate parking spaces are available in the same car park if visiting SkyPoint Observation Deck – please register your car with the SkyPoint team at their entry.

Please note that any cars found parked illegally may be towed at the owner’s cost. The height restriction of the secure underground car parking area is strictly 2.2 meters. If your vehicle exceeds the car park height restriction you would need to seek an alternative car parking solution as all Q1 Resort & Spa’s car parking areas are underground.

In order to ensure that your stay is enjoyable and to prevent any disappointment to you or other guests and/or residents of the building, please ensure you read the Q1 Resort & Spa’s policy and procedure concerning larger gatherings and/or parties being held in the apartments, the bringing of excessive amounts of alcohol onto the resort’s premises and any anti social behaviour within the apartments and the property including the recreational and pool areas.

Access to your apartment will not be allowed until this form has been signed upon check in.

Click here to view the Q1 Resort & Spa No Party / No smoking Policy

All of Q1 Resort’s apartments, common areas and pools are smoke-free zones.

• Smoking in apartments is strictly prohibited including balcony areas and evacuation stair wells. Any person found doing so will be immediately fined $2000. Failure to pay will result in immediate eviction. A second occurrence will also result in an immediate eviction.
• This applies to cigarettes, vapes and Illicit drugs.
• Should a room be deemed unusable after you have vacated due to smoking you will be liable for any lost revenue incurred (charge of 1 room night at sellable rate each night the room is unusable)
• Registered guests may be charged for additional cleaning and damage charges resulting from smoking.
• There are designated smoking areas on the Q1 Property, please ask the Q1 Reception for directions.

A designated smoking area is provided for residents and guests on the ground floor, near the SkyPoint entry (western side of building, Clifford Street). Please ask Reception or the Tour Desk for the location of the smoking area.

Q1 Resort & Spa has 24 hour automated fire monitoring. As Queensland Fire Services MUST attend all activations of our fire/smoke alarms fines up to $1,327.15 (including monitoring company activation fees and GST) are issued by the Fire Brigade for “false” alarms. If a false alarm occurs within your apartment during your stay, QFS’s fine will be debited from your nominated credit card, or else referred to you for settlement. Using the exhaust fan above the stove, opening windows and keeping the main apartment door closed during cooking will help prevent smoke reaching the smoke detectors. Do not spray insect spray, hair spray or any other spray in the vicinity of ceiling sensors.

The main causes of false alarms are:

• Burnt toast
• Cooking fumes/smoke
• Steam
• Aerosol sprays
• Smoking cigarettes and vape devices (not permitted)

If your reservation requires a balance to be paid on arrival, the Q1 Resort & Spa offers the following forms of payment and associated surcharges

• Visa: incurs a 1.4%
• MasterCard: incurs a 1.4%
• American Express: incurs a 2.75%
• WeChat Pay China: incurs a 1.4%
• Alipay China: incurs a 1.4%
• Cash: no fee

Please note the Q1 Resort & Spa cannot accept cash as part of the Security Bond.

Cash available on accommodation balance only.

Direct Deposit details are available if you wish to bank transfer the funds

The majority of common areas are accessible with the aid of ramps and elevators.  Areas not available to be accessed by ramps or elevators are the gymnasium, steam rooms and saunas which is located on the 2nd level of the indoor swimming pool complex and are only accessed by a flight of stairs, all other resort facilities area freely accessible with ramps or elevator options.

• Our Q1 Resort & Spa apartments are extremely large and most have wide access doors and spacious living areas.
• Every spacious en suites has a large spa bath with a separate flat floor shower with only a small 10mm lip for access.
• As the resort is strata titled  the apartments in our letting pool are not currently converted to have the railings or lowered bench tops.
• We are able to add a shower chair or extra equipment for your apartment via a 3rd party supplier (charges apply) please contact our reservations department for options.
• Please let us know as part of your reservation if you do have any needs we may need to know about so we may allocate the most suited apartment for your stay.

If you have any further enquiries please contact us 07 5630 4500 or email res@q1.com.au.

There are hundreds of dining options in Surfers Paradise, all within 10 minutes walk of Q1 Resort & Spa.  Please visit our EAT page for a list and information of the restaurants located onsite at Q1 Resort & Spa, including:

• Asami Teppanyaki
• Skypoint Bistro & Bar
• Osaka Kaiten Sushi
• Longboards Laidback Eatery & Bar
• SUBWAY
• BWS

Our main pool can be accessed via the door behind reception to the north east. Our second outdoor pool and indoor pool and spa are located below the main pool and can be easily accessed via the main entry doors to reception then walk east towards the beach and go through the security gate. They are all open from 6:00am until 10:00pm daily.

Please note that our pools are not supervised and parents are responsible for supervising children whilst swimming.

• No glass or alcohol is allowed in the pools or spa area.  Alcohol is permitted in plastic cups only (supplied by the BBQ area) in the immediate vicinity of the BBQ seating area, or in metal vessels eg; cans of beer.
• Smoking is not permitted in the Pool Area (fines apply)
• Covid-19 safety restrictions are in place, please follow all signed rules in place and any directions given from staff.

Open from 6:00am to 10:00pm daily, the resorts two gas BBQ’s are located next to the lower outdoor pool and are under cover. Shade sails and seating is also supplied.

Please note that BBQ’s cannot be reserved at any time. The BBQ’s are free to use, simply bring your food, plates and utensils with you from your apartment.

Please remember that no glass is permitted by the pool, and plastic cups are available for use in the BBQ area. Alcohol is permitted in the BBQ area only.

• Smoking is not permitted in the BBQ area (fines apply)
• Covid-19 safety restrictions are in place, please follow all signed rules in place and any directions given from staff.

Located within the Q1 retail complex, the Q1 Convenience Store is open from 7:00am to midnight seven days a week. An ATM is also located outside this shop.

Larger supermarkets are located a short walk from Q1 Resort & Spa, including Night Owl, IGA, Woolworths and Coles. Ask Reception for directions to the major supermarkets.

Located a leisurely 5 minute walk from Q1 Resort & Spa, along the newly refurbished Surfers Paradise foreshore, the Surfers Paradise Beachfront Markets allow you to explore up to 100 local market stalls stretching over half a kilometer. The markets run every Wednesday, Friday and Saturday evenings from 4:00pm – 9:00pm.

The Surfers Paradise Night Markets have a selection of locally made gift ideas ranging from accessories, crafts, artworks, beauty products, home-wares, jewellery, music and much more. Ask at Reception for directions.

Q1 Resort & Spa now offer free unlimited WiFi in all apartments with a 20MB connection. Your individual apartment wifi connection information will be located on the apartment fridge.

Guests can enjoy free WiFi access in the common areas of the Q1 Property including reception lobby and pool areas, if you are outside of your apartment use the _Q1HOTSPOT wifi and click free access.