How to Check In
We offer a fully contactless check in for your convenience, allowing you to arrive at your own pace. While there is no on site reception, our team is always available if you need assistance during your arrival.
This guide contains everything you need to access your apartment smoothly. Simply follow the steps below, and feel free to check out our FAQ section and video for extra tips.
01
Complete Pre Arrival Form
In the days leading up to your stay, you will receive an email with our check in form. This includes verifying your ID and paying the refundable security deposit.
Once completed, you will be sent your unique lockbox code and full arrival instructions via email.
Please note: if pre check in is not completed prior to arrival, access to your keys may be delayed.
02
Arrive at Surfers Paradise
On the day of arrival, please make your way to: 9 Ferny Ave, Surfers Paradise.
You may also direct your driver or enter into Google Maps: Mantra Circle on Cavill.
If you are arriving by car, you can use the 15 minute loading zone while collecting your keys. If this area is full, alternative parking is available in the Woolworths underground car park.
03
Locate & Enter KeySpot
Our lockboxes are located inside the South Tower, within the Circle on Cavill retail area. Below we have included detailed instructions on how to find us, and a short video guide.
There is a door code to enter the KeySpot collection point - this too has been included in your email instructions.
04
Collect Your Keys
Your keys will be available from 3:00 PM on your check-in day. If your apartment becomes available earlier, we will let you know so you can collect your keys sooner.
To collect your keys:
- Select 'PICK UP' on the keypad
- Enter your unique 6-digit code (sent via email)
- The box will automatically open
Please take your keys and ensure the box is securely closed afterwards.
05
Park Your Vehicle
Parking arrangements vary by apartment. If parking is included in your booking, full details will be provided in your check in instructions email.
This will include your assigned space, along with a photo guide to assist you.
06
Access Your Apartment
Instructions for accessing your apartment are included in your check in email. Please read these carefully, including your assigned tower and floor.
If your keys do not appear to be working in the elevator, it is often an indication that you may be in the incorrect tower.
More Help: Finding KeySpot
📍9 Ferny Avenue, Surfers Paradise
Our lockboxes are located inside the South Tower, within the Circle on Cavill retail area.
The quickest and easiest way to find the location is to look for Woolworths - the building entrance is directly opposite.
You will see a Chempro Chemist and a Poké Bowl shop - walk through this entrance and follow the signs for 'KEYSPOT' and 'WOWSTAY'.
Need a visual guide? Click the links below.
Troubleshooting
Even though our check in system is fully contactless -we are standing by and here to help!
If you haven't been able to find the answers you need in this guide, or the personalised instructions that have been emailed to you, please reach out to our team on (07) 5649 5702.
My code doesn't work
Please double check your check in instructions email and confirm you have entered the correct code. Try again.
If you have confirmed the correct code was entered, please call our office for assistance on (07) 5649 5702.
If our office is closed, it will automatically divert to our after hours support line.
Please don't panic - we have spare keys in the keybox and after hours team members available to assist.
The key box is empty
Please close the box that opened, then double check your code.
If you have confirmed the correct code was entered, please call our office for assistance on (07) 5649 5702.
If our office is closed, it will automatically divert to our after hours support line.
Please don't panic - we have spare keys in the keybox, and after hours teams ready to assist.
Someone is in my carpark
As we don't own the entire building, we unfortunately don't have control over the car park.
We understand it's frustrating when your spot is taken, and we do our best to help!
1. Take a photo or note down the license plate - this assists us with contacting building security. As they have access to the cameras, they are able to follow up on who parked in your spot, and request they move.
2. Park in the next available spot.
3. If it is between 10am and 5pm and we are open - please contact us on (07) 5649 5702. If it is outside of opening hours, please go directly to building security for them to assist.
4. What's the outcome ? A spare spot will be allocated to you by our Wow Stay staff or building security until you are able to return to your allocated car space.
My keys aren't working in the lift
First things first, please double check your instructions and that you are in the correct tower, pressing for the correct floor.
Often we have guests mix up the towers by mistake - we get it!
We continously check our keys, and have cleaners using them prior to your arrival, but on the very rare occasion sometimes they can 'time out'.
If you think this may be the case, please give us a call. Ourselves, or our after hours team, can advise you the next steps to take or the location of the spare keys.