The terms that apply when you book and stay with wowstay. Please read them before confirming your reservation.
By booking and paying a deposit, you accept these Terms and Conditions. Please read them carefully.
wowstay provides self-contained apartments, not connected to on-site building management. wowstay maintains public liability insurance; however, guests should verify coverage for their stay. For all booking or apartment enquiries, contact us via email at bookings@wowstay.com.au. We aim to respond to non-urgent queries within 24–48 hours. Upon check-in, guests are provided with a 24/7 emergency contact line for urgent issues (e.g., lockouts, safety concerns).
wowstay may update these terms or our website content at any time without notice.
We strongly recommend comprehensive travel insurance to cover cancellations, medical expenses, emergency evacuation, and loss of personal belongings, as wowstay is not liable for these, as outlined in sections 2.2 and 4.7.
Rates may change based on demand, season, or events. The confirmed booking price is final, with no adjustments for price changes.
Payment terms:
A 1.75% non-refundable transaction fee applies to all payments, processed by a third-party provider and not retained by wowstay.
We do not offer refunds or date changes for cancellations within 60 days of arrival for standard bookings or at any time for non-refundable bookings.
wowstay is not liable for cancellations or service disruptions caused by events beyond our control, including but not limited to natural disasters, government restrictions, or pandemics. Comprehensive travel insurance is recommended, as per section 1.3.
Special requests, such as early check-in, late check-out, high or low floor apartments, or accessibility needs (e.g., wheelchair-accessible apartments), are subject to availability and cannot be guaranteed. In most cases, guests book an apartment category rather than a specific apartment, and allocations are made at our discretion based on availability at check-in. Early check-in or late check-out may incur fees (e.g., $50–$200, subject to availability). Unapproved late check-outs will result in forfeiture of the security deposit, as outlined in section 5.1. Accessibility requests must be submitted at booking, and we will make reasonable efforts to accommodate them in accordance with applicable laws, but no guarantees are provided. Please submit all requests at the time of booking. No refunds or adjustments will be provided if requests cannot be fulfilled.
If the booked apartment is unavailable due to unforeseen issues (e.g., maintenance, damage), we will notify you within 1 business day and offer a similar alternative or refund the unused portion. We are not liable for extra costs or losses.
All check-ins use a secure lockbox at Circle on Cavill Retail Area, 9 Ferny Avenue, Surfers Paradise. Keys are available from 3:00 PM. You must complete online check-in before collecting keys, including:
Guests must be 18+. Verification may fail if the provided ID does not match the booking name, appears fraudulent, or is incomplete. If access is denied, guests may contact us within 24 hours to resolve issues, subject to our discretion. Failure to complete by 4:00 PM on arrival day may prevent access, with no refunds for missed check-ins or denied access due to failed verification.
A deposit ($250–$1,000 AUD, based on apartment and risk) is required to cover:
Deposits are pre-authorised 2 days prior to arrival and released 3 days after departure if no charges apply. Deductions, if any, are based on actual costs, with notification and documentation sent within 7 business days. The hold is released to the original card only. Contact your bank for issues with lost or expired cards.
Expect more noise, traffic, and wait times (e.g., for elevators) during busy periods. Plan extra time.
Our apartments include laundry facilities. We do not provide beach or pool towels. Daily housekeeping is not provided but can be arranged for an extra fee, subject to availability. We provide a starter pack of soap, detergent, tea, coffee, and toilet paper for your first night. These are not refilled during your stay.
Apartments are individually owned. Decor and furnishings vary. Photos are for guidance only. You are encouraged to confirm specific features before booking.
Some apartments (including Q Tower 3 Bedroom 2 Bathroom Hinterland and Circle on Cavill 3 Bedroom 2 Bathroom Ocean, 3 Bedroom 2 Bathroom Low Floor, 2 Bedroom 1 Bathroom Hinterland (No Parking), Ocean, and Low Floor) feature one bedroom that was originally part of an open-plan space. This area has now been converted into an additional sleeping zone with a dividing wall, designed to provide more comfort and flexibility. Layouts may differ slightly from traditional three or two-bedroom configurations.
All provided appliances are offered "as-is." Should any repairs be necessary, guests are assured these will be addressed within a reasonable timeframe.
We are committed to maintaining all service appliances, including the ducted air conditioning, to ensure they are fully operational. However, if the ducted air conditioning is temporarily unavailable, portable air conditioning units will be supplied for guest comfort.
We do not offer luggage storage. wowstay is not responsible for the maintenance, operation, or availability of building facilities (e.g., pools, elevators, parking, gyms, saunas, lobbies, garbage chutes) managed by the Body Corporate or on-site management. These may close without notice. Report issues to building management. We are not liable for any inconvenience or loss of amenity.
Free Wi-Fi is provided, but we do not guarantee performance and are not liable for disruptions by the third-party provider. No refunds for Wi-Fi issues.
We do not provide safes and are not liable for lost, stolen, or damaged items. Remove all belongings at checkout.
Some apartments may contain safes, which belong to the individual property owners and are not advertised as available for guest use. Use of these safes is at your own risk. wowstay does not provide access or support for locked safes. If a locksmith is required to access a safe during your stay, you will be responsible for the full cost of attendance.
wowstay and property owners are not liable for injuries or accidents in the apartment, common areas, or facilities (e.g., pools, gyms, balconies), whether privately or communally managed. Comprehensive travel insurance is recommended, as per section 1.3. By entering the premises, you accept this condition.
Property damage: You are responsible for any damage caused by you or your guests. Damages over $500 AUD may be reported to police, and excess costs may involve a debt collection agency.
Occupancy and no parties: Only the booked number of guests can stay overnight or visit without prior approval. Parties or loud gatherings are prohibited (see section 6 for termination). Exceeding maximum occupancy may incur additional fines. Keep noise low from 10:00 PM to 7:00 AM. A $250 security call-out fee applies if a guard responds to complaints. Breaking this rule may lead to eviction, deposit forfeiture, and no refunds.
Minors: Guests must be 18+. Minors (under 18) may stay only if accompanied by a responsible adult listed on the booking, who is liable for their actions and compliance with these terms. Minors must not be left unattended in the apartment at any time. If minors are found unattended, wowstay may contact security and/or police to ensure their safety, which may result in termination of the booking (see section 6).
You must comply with all fire, safety, and health laws. Do not tamper with sprinklers or smoke alarms. Negligence causing activation leads to deposit forfeiture, full liability for damages, Fire Department fees, and possible eviction. Guests are liable for any emergency service fees from triggered alarms.
If a service call for a malfunction is due to guest error, you will pay the full cost.
Pets are not allowed. Violations lead to eviction and deposit forfeiture for cleaning/pest control.
The Gold Coast's climate may result in minor pest sightings. Report significant issues immediately for action. We are not liable for guest-introduced pests or minor sightings, and no refunds are given unless we fail to act.
Report suspected bed bugs immediately. We will arrange inspection/treatment, but we are not liable for guest-introduced issues. No refunds unless we fail to respond properly.
Building features (e.g., balconies, elevators) are not controlled by wowstay; no refunds for design-related preferences. In Circle on Cavill apartments, split air conditioning systems cool one area (living room or bedroom) at a time, by design, not a fault. No refunds for dissatisfaction.
Use balconies safely. Unsafe actions (e.g., climbing, throwing objects) lead to liability for damages or injuries.
Exterior areas have video surveillance. Throwing objects from balconies/windows is a crime, leading to eviction, deposit forfeiture, and possible prosecution.
We are not responsible for noise, wildlife, or neighbor activity. Report issues to building management. No refunds for external factors.
Some apartments use trundle, rollaway, or sofa beds, as listed. These may be smaller than standard beds.
We may enter the apartment for urgent maintenance, safety, or rule violation checks (e.g., water leaks, fire hazards, reported disturbances), with notice when possible. For non-urgent entries (e.g., scheduled maintenance), we will provide at least 24 hours' notice where possible.
Check-out by 10:00 AM. Late check-outs without approval may forfeit the deposit. Return keys inside the apartment (send a photo to bookings@wowstay.com.au) or to our 24/7 key drop-off box at Circle on Cavill Retail Area, 9 Ferny Avenue, Surfers Paradise. Offers to return keys after 12:00 PM on departure day are not accepted due to security risks with new guests.
You will receive up to 2 key sets. Lost or unreturned keys cost $100 per set ($200 for Soul Apartments) to replace keys, fobs, or locks. Report lost keys immediately; you are liable for security risks until deactivated. Offers to return keys after 12:00 PM on departure day are not accepted due to security risks with new guests.
Avoid locking yourself out. Lock-out fees up to $250 are charged, to cover the cost of our team attending after-hours.
We may end your booking without refund if you or anyone in your group engages in:
Where possible, we will issue a warning before termination, except in severe cases requiring immediate action. Termination can occur anytime from booking confirmation to departure. You must vacate immediately, with no refunds or compensation.
Under Australian Consumer Law, our services must be provided with care, skill, and in a reasonable time.
Report problems within 24 hours of arrival with photos to allow us to assess and fix issues. For urgent issues, contact us directly via the 24/7 emergency contact line provided at check-in. No refunds for early departures or dissatisfaction unless we breach consumer guarantees.
7.3.1 All accommodation is supplied with due care and skill and must be fit for purpose as short-term holiday accommodation in accordance with the Australian Consumer Law (ACL).
7.3.2 If a fault occurs with the apartment or its appliances, guests must notify us immediately (and in any event no later than 24 hours after discovery) via the 24/7 emergency contact line or email with photos/video. Delayed notification may be treated as acceptance that the fault was not material.
7.3.3 Upon notification we will, at our expense, promptly offer one or more suitable remedies. Examples include (but are not limited to):
7.3.4. A failure is a "major failure" (entitling you to reject the booking and receive a refund for unused nights) only if a reasonable consumer, fully aware of the nature and extent of the failure, would not have booked the accommodation and you have reasonably rejected every suitable remedy we offered within 24 hours of it being made available.
7.3.5 For the avoidance of doubt, a failure is not a major failure (and no automatic refund is payable) if:
7.3.6 Where a suitable remedy has been accepted, the original booking terms (including any non-refundable components) continue to apply in full and no partial or full refund is payable solely because of the original fault.
7.3.7 This clause reflects the exact requirements of sections 267–268 of the Australian Consumer Law. In the event of any dispute, the determination of whether a "major failure" has occurred will be assessed against the objective reasonable-consumer test in the ACL, not individual guest expectations.
Definition: A fraudulent chargeback occurs when you dispute a legitimate charge with your bank or card issuer without valid grounds, aiming to get a refund while using our services.
Our Stance: We take fraudulent chargebacks seriously and will investigate using booking records, communications, and payment details.
Procedure: We will gather evidence (e.g., booking confirmations, check-in/out records, photos) and submit a dispute to your bank. If fraud is suspected, we may report to authorities and pursue funds via debt collection. We will attempt to resolve it with you first, but uncooperative cases proceed without notice.
Consequences: You remain liable for the original charge and any dispute costs. We may pursue legal action or blacklist you from future bookings.
Prevention: We provide clear terms, transparent communication, and secure payment systems. Contact us directly to resolve issues before disputing charges.
Clicking "accept" or providing ID electronically binds you to these terms, per Australian law.
We collect and use guest information in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy.
If your booking was made through Schoolies.com (or any official Schoolies passport/booking partner linked to Schoolies.com):
(a) You acknowledge that Schoolies.com bookings are accepted as a strict exception to our normal rule that all guests must be 18 or older (section 4.8).
(b) Every person staying in the apartment must be a registered Schoolies.com guest wearing a valid, non-removed Schoolies wristband at all times. Any person found without a valid wristband will be treated as an unauthorised guest and the entire group may be evicted immediately without refund.
(c) You are bound by
(d) Where Schoolies.com rules are stricter, the stricter rules apply. Breaches of Schoolies.com rules are automatically treated as breaches of these Terms & Conditions.
(e) A responsible adult guardian (parent or legal guardian) listed on the Schoolies.com booking is jointly and severally liable for:
(f) Any breach of Schoolies.com or wowstay rules will result in:
These terms are governed by the laws of Queensland, Australia. Any disputes will be subject to the non-exclusive jurisdiction of the courts of Queensland.
Email: bookings@wowstay.com.au
Phone: 07 5649 5702
Address: 9 Ferny Avenue, Surfers Paradise 4217, QLD