Check-In & Key Collection: Key collection and check-in for all bookings and locations will take place at the Wow Stay office, located in the Circle on Cavill retail area at 9 Ferny Avenue, Surfers Paradise, from 3:00 PM to 6:00 PM. If arriving after hours you will be required to complete a Guest Agreement form. If the completed form passes our security validation, we will send you lockbox instructions for key collection at 9 Ferny Avenue, Surfers Paradise. If the form does not pass security validation or is not submitted before office closing time, the reservation will be marked as a no-show, and no refunds will be given. On official Queensland Public Holidays, our office will operate with reduced hours. All check-ins on these dates will be via lockbox. To access the lockbox, you will need to complete our online Guest Agreement form, which we will send in advance if this applies to your booking. Payments & Security Deposit: Please note that Wow Stay does not offer a pay-on-arrival option. A damage deposit of AUD 250 - AUD 1000 (depending on apartment size and type) is required by credit card on arrival. This will be refunded to the original payment method, subject to a property inspection. Please note that international banks may take longer to process refunds. Please note that we do not accept payments via gift cards or cash, and all refunds will only be processed to the original payment method used at the time of booking. If your card has been lost, stolen, or canceled, it is the guest responsibility to contact their financial institution regarding access to the refunded funds. A 1.5% debit card and credit card surcharge applies to all payments. We only accept Visa or Mastercard. Please ensure that the card used for payment matches the name on the reservation. If the payer (cardholder) is not attending, they are required to complete our Guest Nomination Form to authorise another person to check in on their behalf. This online form must be completed prior to arrival. Cancellations & Booking Policies: Once payment has been received, cancellations, refunds, or date changes for any reason are not permitted. We strongly recommend that guests purchase travel insurance to cover unforeseen circumstances. If you are unable to attend, you may transfer the reservation to a friend or family member. Property Rules & Guest Conduct: A strict no-smoking policy applies within all apartments. Please note that all apartments are individually furnished, and the photos provided are for reference only. While each unit meets the advertised standard, decor, furniture, and layout may vary between apartments. Daily housekeeping or room servicing is not included. Our self-contained apartments have laundry facilities and an initial supply of essentials, which are not replenished during your stay. Wow Stay is a privately operated accommodation provider and is not affiliated with the resort or the building on-site management. All facilities, common areas, parking, and overall building operations are managed independently by the building management, and any issues related to these fall outside our scope of responsibility. We reserve the right to terminate a booking without refund if guests display abusive or threatening behavior toward staff, are under the influence of alcohol or drugs, or engage in conduct that poses a safety risk to themselves, staff, or other guests at any time from booking through departure.Please inform in advance of your expected arrival time. You can use the Special Requests box when booking, or contact the property directly with the contact details provided in your confirmation. Guests are required to show a photo identification and credit card upon check-in. Please note that all Special Requests are subject to availability and additional charges may apply. This property will not accommodate hen, stag or similar parties.