Booking Conditions

Children are welcome at our parks but we do not accept bookings from persons under the age of 18. All guests under the age of 18 must be accompanied by a responsible adult such as a parent or guardian. We reserve the right to cancel any booking where this condition is not met.

You agree that:

• You are personally liable for the payment of the guest account for your booking and if the person, company or association indicated by you as being responsible for the payment of the account does not pay, your liability for the payment of the account will be joint and several;

• Any charges for guest services not billed at the time of departure, may be added to the account for settlement or charged to the same credit card used to pay the account, subject to an invoice being sent to you notifying you of any outstanding monies and all charges;

• You may be charged a reasonable amount for non-return of keys and loan equipment, to replace items missing from the accommodation or any property of ours that is damaged by you (or those staying with you). This amount may be deducted from your credit card (following reasonable notice to you) or deducted from your cash bond upon check-out; and

• If additional guests exceeding those contemplated in your booking wish to stay with you, further charges may apply and/or additional sites and accommodation may need to be booked by you or those additional guests.

You acknowledge that we may collect your personal information to provide services to you and that we may not be able to provide services to you if we do not collect this information. In addition, we may disclose your personal information to our related entities within the NRMA Group. Your personal information may be used by us and our related entities to send you information and offers from NRMA Parks and Resorts and other businesses within the NRMA Group.

You can read further information about how:

• we collect, use, disclose and store information personal information;

• you may access and correct personal information that we may hold about you;

• you may raise any concerns about our privacy practices and how we will respond to those concerns; and

• we may disclose personal information overseas, in our  here.

So that we can secure your booking when it is made, you must pay the full amount or a deposit equal to the first night’s accommodation/site rate. Bookings will not be guaranteed without a deposit or payment in full.

If you pay a deposit, the balance of your booking must be paid by the final payment date below (view season calendars):

• Premium and high season: Final payment due 30 days prior to arrival

• Mid and low season: Final payment due on arrival

• Card payments: We accept Visa and Mastercard for online and phone bookings. For card payments, a transaction fee of 0.85% will apply. Please note: Card payments made at NRMA Shellharbour Beachside Holiday Park will include the 0.53% transaction fee.

• Payment plan: A Payment Plan may only be started prior to paying your deposit and is only available where the value of the booking is at least $200. It will require payment by credit card. Please review full terms and conditions

• BPay: For all phone bookings and online bookings, by using the details provided to you by email, you may also pay for your booking using BPay. BPay is only available for payments made at least four business days before arrival. If using BPay, for an online booking you will be required to make payment of your booking in full.

• Cheques: We will only accept cheques for phone bookings if received more than 4 weeks prior to arrival. If sending a cheque or money order, please record your full name, postal address, phone number and reservation number on the reverse side.

When you arrive at the park, we will ask you to provide your credit card details to be held on file for the cost of any incidentals incurred by you during your stay. If there is no credit card provided, a $200 cash bond will be required. This bond will be refunded on departure if there are no incidentals incurred during your stay and any keys and/or hired items are returned in their original condition on check-out.

The Australian Consumer Law provides certain statutory guarantees for consumers which cannot be excluded, for example that services will be provided with due care and skill. Nothing in these booking conditions modifies, excludes or restricts those guarantees or the remedies that may be available to you if we breach them.

Do you want to cancel your booking?

We understand that sometimes plans change.  If you change your mind about your booking, you may cancel it at any time prior to your intended arrival.

We may ask you to confirm your identity when making a cancellation request and the collection of any personal information will be in accordance with our privacy policy.

If you cancel your booking within the cancellation period below, the following fees will be charged depending on the season.

• Premium and high season: Cancellations within 30 days of arrival will incur a cancellation fee equal to the total booking value. For My NRMA members, cancellations within 7 days of arrival will incur a cancellation fee equal to the total booking value.

• Mid and low season: Cancellations within 72 hours of arrival will incur a cancellation fee equal to the first night’s accommodation/site rate. For My NRMA members, cancellations within 48 hours of arrival will incur a cancellation fee equal to the first night’s accommodation/site rate.

There are different terms that apply to the cancellation of group bookings (view the ).

Some other things that you need to know if you choose to cancel your booking are:

• Third party bookings: We are unable to process cancellations for bookings made via certain online travel agents (e.g. Expedia, Wotif, Booking.com etc.). You will need to contact these parties directly with any cancellation requests. Cancellation requests for bookings made through Big4 should be made to us directly.

• Refunds will be processed to the same payment method which was used to pay for the booking and the following conditions apply:

  • For refunds of less than $1,000, the refund will be processed at the time of cancellation unless the initial payment was via payment plan, BPay or EFT;

  • For refunds of more than $1,000 or for payments made via payment plan, BPay and EFT, you will be required to complete a refund request form which will be sent to you via email. Refunds can then take up to 30 days to be processed;

  • NRMA Stockton, NRMA Shellharbour, NRMA Echuca, NRMA Toowoon, NRMA Budgewoi, NRMA Canton Beach and NRMA Norah Head: For refunds relating to these Parks, some credit card refunds may be processed by the Park at the time of cancellation but other refunds (such as by EFT or cheque) could take up to 3 months to process;

  • You will not receive a refund for any credit card surcharge incurred at the time of payment.

• Credits: Instead of a refund, you may choose to receive a credit for your cancelled booking.  This will be the amount paid for the booking less any cancellation and administration fees.  You can use the value of your credit for future bookings.  The following conditions apply in relation to credits:

  • Credits can only be used towards the value of accommodation bookings;

  • Credits are not available for bookings made via online travel agents, Expedia and Wotif;

  • Credits may be available upon request for bookings made via Big4;

  • Credits are valid for 12 months from the date a booking was cancelled and are fully refundable during that period; and

  • Credits may be transferred between select NRMA Parks and Resorts.  However, credits obtained for cancellations at any of NRMA Stockton, NRMA Echuca, NRMA Shellharbour, NRMA Toowoon, NRMA Budgewoi, NRMA Canton Beach and NRMA Norah Head can only be used at that Park (for example, if you cancel a booking at Stockton Beach, you will only be able to use your credit for a future booking at Stockton Beach).

• My NRMA: If you signed up for My NRMA at the time of making your booking, any cancellation of your booking will not impact that membership which will be ongoing unless you cancel directly with My NRMA in accordance with any applicable terms and conditions (you can contact the My NRMA team here)

What if we need to cancel your booking?

If we are unable to provide our services to you due to causes beyond our control (such as flooding, earthquake fire or pandemics), we will not be in breach of this agreement but will refund or provide you with a credit for monies paid by you under this agreement for anything we can no longer supply. If we need to cancel in these circumstances, we will send you a SMS and/or email advising you of the situation and how you can claim your refund or credit.

If you wish to modify your reservation, please reach out to our helpful team at 02 4311 7116  before your arrival. Please note that fees may apply for any adjustments to your stay.

If you are travelling in a large group (over 6 cabins or sites), you can make a group booking and the group booking conditions will apply.

Please view our Pet Policy for booking conditions.

All membership discounts are available to direct bookings on the “standard rate” only – this includes bookings made directly at our holiday parks and resorts, call centre and website nrmaparksandresorts.com.au. All discounts apply to only one site or cabin per member per booking.

NRMA members 
Members of National Roads and Motorists’ Association are eligible for exclusive discounts throughout the year at NRMA Parks and Resorts:

Bookings during low and mid seasons:

A free night when staying 4 nights or more

OR

10% discount uncapped

Whichever discount is greater will be automatically applied at time of booking.

Bookings during high and premium seasons:

10% discount capped to the value of $60

All offers are subject to availability and specific exclusion dates may apply as outlined at time of booking.
Existing bookings cannot be cancelled and rebooked under this offer.
Strictly one free night per stay. Back to back bookings will not be facilitated.

Please mention your membership upon booking and present your card upon arrival at the park. If you are not a member please ask one of our friendly staff how to join or visit www.nrmaparksandresorts.com.au/nrma-members

Auto club members 
Members of auto clubs within the Australian Automobile Association are eligible for a 10% discount on their booking at any NRMA Parks and Resorts, capped at $40 and not valid in high and premium seasons*. Please mention your membership upon booking and present your membership card upon arrival at the park. Applicable auto clubs include RACV, RACQ, RAA, RAC, RACT and AANT.

Sale, promotional and special offer tariffs

Any accommodation or site bookings made on a ‘Sale’ or discounted tariff is made under special conditions that differ from standard tariffs, as agreed to at the time of booking. You can view our special conditions here.

In these booking conditions:

• “this agreement” means our agreement with you comprising these Booking Conditions, the Holiday Park Conditions and the Privacy Policy;

• “Booking conditions” means these terms and conditions;

• “Conditions of stay” means the rules and conditions which apply to specific park and which can be located on our website here;

• “Holiday park conditions” means the holiday park conditions for NRMA Parks and Resorts which can be located on our website here;

• “NRMA Group” means the group of companies owned by the National Roads & Motorists Association Limited (ACN 000 010 506);

• “NRMA Parks and Resorts” means the holiday parks owned, operated or managed by us and offered for bookings on our website;

• “our services” means the provision of accommodation and related services that we provide to you under this agreement;

• “Privacy policy” means the privacy policy for NRMA Parks and Resorts which can be located on our website here;

• “we”, “our” or “us” means Australian Tourist Park Management Pty Limited ACN 061 270 513, trading as NRMA Parks and Resorts, which is a wholly owned subsidiary in the NRMA Group;

• “You” and “your” means the person making the booking and any person in the party you are booking for or who you or they are responsible for while using our services.