All guests are kindly advised to read thoroughly our Terms and Conditions
1. General Provisions
- These Terms and Conditions (“Terms”) govern the use of the facilities and services provided by Trinity Collective (“TC”). By making a reservation or occupying a room, you agree to be bound by these Terms.
- These Terms and Conditions apply to all reservations, including bookings made on our website, by phone, via email or in person and through any travel agents, selling accommodations for Trinity Collective.
2. Reservations, Payment, Cancellation
Reservations at Trinity Collective can be made by:
- Individuals aged 18 years or older.
- Individuals on behalf of others: If you are booking for someone else, you must have their explicit consent and authorization to use their information and provide payment details.
- Authorized representatives: Individuals authorized by companies, organizations, or other legal entities can make reservations on their behalf, presenting proof of authorization upon request.
- Reservations made by unauthorized individuals may be cancelled without notice.
Payment Policy:
- Trinity Collective is a cashless property, we do not accept cash payments.
- We accept the following payment methods for accommodation charges and incidentals:
- Visa, Mastercard, American Express (surcharge may apply)
- Debit cards with PIN verification (Maestro, Visa Debit, Mastercard Debit)
- EFTPOS
- A 10% deposit of the total accommodation cost is required at the time of booking. The remaining balance must be paid 3 days prior to arrival. Reservations made within 3 days of check-in require full payment at the time of booking.
- All payments made by credit cards are subject to a 1.44% surcharge.
- We reserve the right to pre-authorize your credit card for $100 per reservation on the day of your check-in.
- Upon check-out, please settle any outstanding balance for your accommodation, including any charges for food and beverage consumption, additional cleaning services (if applicable), and any applicable fees.
- Should any unforeseen charges arise after your departure, we reserve the right to apply them to the credit card used to secure your reservation.
Cancellation Policy:
- To cancel your reservation without charge, you must notify us at least 3 days before your scheduled check-in date.
- Cancellations made within 3 days of check-in will be subject to a 100% cancellation fee, based on the total booking amount.
- To cancel, please contact us by email or by phone.
- Modifications to your booking can be made latest 3 days before your check-in – changes to your reservation date, room type, or number of guests is subject to availability.
3. Reception hours, Check-In & Check-Out
Reception hours are:
- Weekdays: 8:30am – 5pm
- Saturdays: 8:30am – 2pm
- Sundays and Public Holidays: 9am – 12pm
- Check-in time is from 2pm. Early check-in is subject to availability and may incur an additional charge.
- Check-out time is before 10am. Late check-out is subject to availability and may incur an additional charge.
- In case of arrival after reception hours, please follow the instructions sent to you via email and text message, describing the way how to access your room.
- Guests are responsible for leaving the room in a reasonably clean and tidy condition. This includes:
- Disposal of all trash in the designated bins provided within the room or at the nearest designated waste disposal area.
- Please wash all used dishes, cutlery, and cookware in the dishwasher before check-out or ensure the dishwasher is started and left to complete its cycle.
- Returning furniture to its original arrangement if they were moved.
- Reporting any damage or excessive mess to reception immediately.
- Additional cleaning fee: If, upon departure, the apartment is found to be excessively dirty and requires more than the customary cleaning time to restore it to its original condition, a cleaning fee will be charged to the Guest. This fee is intended to cover the additional time and labour required to address the excessive mess. The amount of the cleaning fee will be determined based on the extra cleaning time required.
- Upon check-out, please return your room keys (coded entry cards) to the Reception Team. Failure to return keys or lost keys will incur a $50 fee.
4. Identification, Guest Occupancy, Visitors
- Upon check-in, all guests must present at the reception a valid photo ID. If arriving after reception hours, ID must be presented by 12pm the following day.
- If guests are unable to provide the requested identification for the check-in process, we have the right to cancel the reservation and they might be required to pay for their entire reservation.
- For security reasons, visitors must present a valid photo ID upon arrival at Trinity Collective.
- Registered guests are welcome to have visitors in their room during designated visiting hours, typically between 10am-9pm. The total number of guest and visitors must not exceed the room’s allowed capacity.
- Visitors are allowed to use TC facilities – including the pool – only if a registered guest accompanies them.
- Visitors are not permitted to stay overnight unless officially registered as an additional guest at the front desk.
- Room occupancy limits are strictly enforced for fire safety and security reasons. If the maximum allowable occupancy for the room is reached with the registered guests, additional visitors will be requested to leave the room.
- To request an overnight stay for a visitor:
- The registered guest must report to the front desk within Reception hours.
- The guest must provide identification for both, themselves, and the visitor.
- TC reserves the right to approve or deny the request based on room availability, fire safety regulations, and other relevant factors.
- The approval for an overnight guest is subject to room capacity.
- Unapproved overnight stays by visitors may result in additional charges or eviction from the apartment.
5. Accommodation Options and Room rates
- We offer a variety of comfortable and stylish apartments to suit your needs and family size. Maximum guest capacities are strictly enforced for safety and fire regulations.
- Studios: Ideal for couples or solo travellers. Maximum 2 guests.
- One-Bedroom Apartments: Perfect for couples or small families. Maximum 2 guests.
- One-Bedroom Apartments with Studio Interconnect: Spacious option for families or groups of up to 4 guests.
- Two-Bedroom Apartments: Comfortable stay for families or groups of up to 4 guests.
- Two-Bedroom Apartments with Studio Interconnect: Ideal for larger families or groups, accommodating up to 6 guests.
- Three-Bedroom Apartments: Spacious living for families or groups of up to 6 guests.
Room rates:
- Our room rates are dynamic and subject to change based on market conditions, seasonality, and demand. To receive the most accurate pricing for your desired dates, please check our website or contact our Reservations team directly.
- Upon request and based on availability, some of our larger apartments can host one additional guest on a temporary folding bed for a nightly fee of $55. Please inquire at the time of booking for details.
6. Parking, pool hours, pets, and large objects
- Free parking is available on-site for registered guests (on a first-come, first-served basis). While we strive to maintain a secure environment, Trinity Collective assumes no responsibility for damage to vehicles or loss of contents left unattended in the parking area.
- On security reasons, we encourage all guests to lock their vehicles upon parking and avoid leaving valuables visible inside the car.
- Pool use hours are from 8am to 9pm.
- Pets: we are a pet-free establishment except for certified service dogs.
- We strive to provide a comfortable and relaxing environment for all guests, including those with allergies or sensitivities to animals. To maintain this environment, we kindly ask that you refrain from bringing any pets onto the property with the exception of certified service dogs.
- Guests’ bikes and surfboards are not permitted to be stored in guest rooms. Designated storage areas may be available upon request.
7. Guest Conduct
- All guests are expected to behave respectfully towards other guests and the staff of TC. Any behaviour deemed inappropriate, offensive, or harmful will not be tolerated and may result in removal from the premises without refund.
- Please treat your room and its furnishings with respect and care.
- Report any malfunctions or issues with the room to Reception immediately.
- Guests will be held financially responsible for any damage to the apartment, furniture, or other TC property caused by their actions or negligence, or the actions of their guests.
- Minors must be always accompanied and supervised by a responsible adult, including within the apartment and common areas and at the pool area.
8. Smoke-Free Policy:
- TC is entirely smoke-free. Smoking, including the use of electronic cigarettes and vaping devices, is strictly prohibited within the premises. This policy extends to all indoor and outdoor areas, including guest rooms, balconies, restaurants, and common areas.
- A penalty of $250 will be imposed for any violation of our smoke-free policy. This penalty applies per violation and will be charged directly to the room bill of the guest responsible for the violation.
9. Housekeeping
- Housekeeping provides cleaning and linen change service once a week.
- Fresh towels and linens are included in the cleaning service.
- Additional cleaning services are available upon request and will incur an additional charge.
10. Pool Use
- The pool is open for guest use from 8am to 8pm.
- In the pool area, neither the guests nor their visitors may use glass products such as beer bottles, wine glasses or similar glass products.
- Visitors are allowed to use the pool only if a registered guest accompanies them.
- For your safety and the enjoyment of all guests please adhere to all posted pool rules and regulations.
- No running or diving. These activities are dangerous and can lead to serious injuries.
- Please walk carefully around the pool deck and use the provided handrails.
- Children under 12 years old must be always accompanied and supervised by a responsible adult.
- Children under 5 must be actively supervised within arm’s reach by a responsible adult at all times while in or near the pool.
- Please be aware that the pool depth varies from 1.2 meters (4 feet) at the shallow ends to 1.8 meters (6 feet) at its deepest point. For your safety, it is important to be aware of the depth changes throughout the pool.
- Report any spills or safety hazards immediately to staff.
- TC assumes no responsibility for injuries sustained while using the pool facilities. By entering the pool area, you acknowledge and accept these risks.
11. Fire Safety
- Please familiarize yourself with the fire escape plan located on the back of your apartment door.
- In case of a fire, evacuate the building immediately through the nearest exit and alert the TC staff promptly.
12. No-Party Policy
- Trinity Collective is dedicated to providing a peaceful and respectful environment for all guests. Therefore, we strictly prohibit parties or gatherings that exceed the booked room capacity or disturb other guests. This includes, but is not limited to:
- Events with excessive noise, such as birthday celebrations, weddings, schoolies.
- Gatherings exceeding the registered room occupancy.
- Use of common areas or private rooms for parties.
- Introduction of outside guests not registered with our front desk.
Violation of this policy may result in:
- Up to $500 penalty fee per violation.
- Immediate eviction from the TC premises with no refund.
- Potential reporting to local authorities in the case of disruptive behaviour.
13. Quiet Hours Policy: Ensuring Restful Stays for All Guests
- At TC we are committed to providing a peaceful and relaxing environment for all our guests. We kindly ask all guests to be mindful of noise levels between 10pm – 7:30am. This includes, but is not limited to:
- Loud music or television volume
- Conversations in hallways or common areas
- Door slamming or excessive noise from rooms
Violations of our quiet hours policy may result in the following:
- Verbal warnings: Our staff will first politely remind you of the policy.
- Fee: Subsequent violations may incur a $250 penalty fee
- Removal from the facilities: In extreme cases, or if behaviour disrupts the enjoyment of other guests, we may require you to leave the premises.
14. Guest Safety and Security Policy – Commitment to Your Wellbeing:
- We are committed to providing a safe and secure environment for all our guests. We have implemented various measures to ensure your peace of mind and well-being throughout your stay.
Security Measures:
- CCTV Surveillance: We utilize strategically placed, monitored CCTV cameras in common areas, including car parks, walkways, courtyards, and pool areas. These cameras deter unauthorized activity and assist in incident investigation.
- Electronic Access Control: Our front gate is electronically operated, restricting access to authorized personnel and registered guests.
- Secure Guest Rooms: We recommend keeping your room doors locked when you leave your room.
- Vigilant Staff: Our staff is trained to be vigilant and attentive to any unusual or suspicious behaviour. They are available to assist you with any concerns you may have.
Guest Cooperation:
- We encourage all guests to play an active role in maintaining a safe environment:
- Report any suspicious activity or behaviour to the front desk immediately.
- Do not leave personal belongings unattended in public areas.
- Be aware of your surroundings and exercise caution, especially when entering or exiting the property after dark.
- Lock your vehicle doors and valuables securely inside the car.
- Adhere to all posted safety rules and regulations.
15. Accidental Lockout:
- For guests who accidentally lock themselves out of their apartment, assistance will be provided to re-enter during regular Reception hours, free of charge. However, any lockouts occurring outside of regular Reception hours will incur a $50 call-out fee. This fee covers the additional staff time and resources required for after-hours assistance.
16. Lost and Found Policy
- Guests are encouraged to immediately report any lost items to the Reception desk.
- Found items will be stored securely at our lost and found department for a period of 30 days.
- Reasonable efforts will be made to identify the owner through available information (e.g., name, room number, tags on the item).
- We reserve the right to dispose of unclaimed items after 30 days.
- Lost items will be returned to the owner on the owner’s cost within reasonable operating hours.
- TC is not responsible for any loss or damage to unclaimed items after 30 days storage period.
17. Disclaimer of Liability
- TC will not be liable for loss, damage, or theft of personal property belonging to guests or visitors, even if stored in the apartment or common areas. Guests are encouraged to obtain appropriate travel insurance to cover such incidents.
- TC will not be liable for any disruptions, cancellations, or losses caused by unforeseen events beyond their reasonable control, such as natural disasters (floods, storms, etc.); power outages; civil unrest; pandemics or other public health emergencies.
- TC will not be liable for any accidents, injuries, or illness sustained by guests or visitors on the premises, unless caused by proven negligence of the TC staff. This includes incidents at the pool, other facilities, or within the apartments themselves.
- TC is not liable for any damages or losses suffered by the Guest as a result of a Force Majeure Event.
18. Privacy Policy
- We respect your privacy and are committed to protecting your personal information.
Information We Collect:
- Personal information you provide during booking (name, contact details, address)
- Information collected during your stay (arrival/departure dates, room preferences)
- Data from security cameras and access cards (for security purposes only)
- Information from public sources (e.g., social media, online reviews)
How We Use Your Information:
- To process your booking and reservation
- To provide personalized services and amenities
- To improve our facilities and services
- To send you promotional offers and marketing materials (with your consent)
- To comply with legal and regulatory requirements
Data Sharing:
- We may share your information with third-party service providers (e.g., payment processors, booking platforms) who assist us in operating our business.
- We will only share information necessary for them to provide their services and will require them to protect your privacy.
- We will not share your information with any other third parties without your consent, except as required by law.
Data Security:
- We protect your information from unauthorized access, use, disclosure, alteration, or destruction.
You have the right to:
- Access, update, or delete your personal information.
- Unsubscribe from marketing communications.
19. Governing Law
- These Terms shall be governed by and construed in accordance with the laws of the State of Queensland, Australia.
20. Contact Information
- For any questions or concerns, please contact Trinity Collective Reception via phone call or email to info@trinitycollective.com.au.