Terms & Conditions - Ballina Beach Nature Resort

G'day, Awesome Guest!

We want you to have the best possible stay at Ballina Beach Nature Resort: safe, fun and hassle-free. So we're all on the same page, have a quick read of the info below. We promise it's worth it!

Check-In (Let's Get You Settled)

Sites: from 12:00 pm
Accommodation: from 2:00 pm

Want to arrive early? Give us a call on the morning you arrive and we'll see what we can do. We can only confirm it on the day. Please note early check-in can't be guaranteed ahead of the day of arrival unless you pay for the night before.

We'll email you all your arrival details after you book, if you do not receive a booking confirmation please email us to let us know as maybe we don't have your correct email address.

Something not quite right? Come and see us straight away, and no later than 10:00 am the day after you check in. We can't fix what we don't know about!

Staying in Touch (It's Really Us, Promise!)

We'll keep you updated about your stay by text and email. Here's how to know it's really us:

SMS: our official number is +61 493 308 It's text only, so you can't call it, but you're welcome to reply to any message we send and we'll get back to you.
Email: our official address is [email protected]. This is our preferred way to get in touch!
Phone: call reception on 02 5631 8187 (+61 2 5631 8187 from overseas), 8:30 am – 5:30 pm, Monday to Friday.
These are our genuine contact details, so please don't mistake them for spam! Add them to your contacts so you never miss an update.

Check your booking online (anytime, anywhere!)

View your reservation in our Guest Portal:

https://guestportal12.rmscloud.com/Login/Index?clientId=13473

Stay scam-savvy: we'll never ask you to send your card details or password in a text, email or reply. We may send you a secure payment link so you can pay your balance online. It takes you to our secure payment page, where you enter your details yourself. If a payment request ever looks odd, don't click it. Log in to the Guest Portal, email us, or call reception to check.

Who we are (the legal bit):

Torob Operations Pty Ltd ATF Torob Operations Trust, ABN 39 394 681 664 Trading as Ballina Beach Nature Resort

Check-Out (Already? Noooo!)

Check-out is 10:00 am. We hate saying goodbye! Want to stay a little longer? Contact reception the day before you leave to ask about late check-out. Additional fees may apply.

Before you go, please leave things the way you found them:

Cabins, tents and villas: wash and put away all plates and utensils, clean the BBQ if you used it, and take all your belongings with you. Put rubbish in the bins, and if you've got too much, take it to the large bins around the resort.
Sites: leave your site completely clear, with all rubbish in the bins around the
Damage: please report any damage or breakages to Management before you If your accommodation or site isn't left clean, we'll need to charge a cleaning fee.

Accommodation Requests (We'll Do Our Best)

Got a favourite tent or campsite? We love requests, but we can't guarantee them. If you've booked more than one spot, we'll try to put them together, but we can't promise.

Maximum Occupancy (Cosy, Not Crammed)

Each site and accommodation has a maximum number of guests. It's shown when you book. For safety and insurance reasons, we can't go over it.

Age Policy (No Solo Adventures for Under-18s)

Under 18? You'll need an adult (18+) staying with you for the whole trip.

Money Talk (The Boring-ish Bit)

We need a valid credit card to secure your booking, and credit card is our preferred way to pay.

Deposit (Let's Lock It In)

Non-refundable rate: full payment is taken at the time of booking
Standard rate: a deposit of $50 per cabin, tent or villa or $25 per site is due at the time of booking

Final Payment (Nearly There!)

School holidays, long weekends and group bookings: the balance is due 30 days before arrival.
All other bookings: the balance is due 72 hours before check-in.

We'll charge the card on file on the due date. If you'd prefer to pay another way, let us know at least a week before your payment is due, and make sure your payment reaches us before the due date. We don't want you to be charged twice!

Payment Methods (How to Pay)

We accept Visa, MasterCard and direct deposit. Direct deposits must reach us at least 7 days before payment due date. Sorry, we can't accept other cards and no cash on arrival.

Rates & Charges (Prices change)

Our prices change with the day of the week and the season. Base rates cover 2 guests. Extra guests and pets must be added when you book, and they come with an extra charge. Extra guests or pets who aren't booked and paid for will be asked to leave.

Infants (Tiny Travellers)

Infants under 2 stay free when booked with us, but still need to be registered in the booking. Please bring their bedding, such as a portacot and linen.

Promotions (Who Doesn't Love a Deal?)

Promotions are only available when you book directly through our
If you change your booking, the deal may no longer
We can't apply for a promotion after you've booked, so grab them while you can!

Changes to Your Booking (Plans Shift, We Get It)

Need to change your dates? If you booked a standard rate with us and not with an OTA contact us as early as you can and we'll do our best, subject to availability. Rates may change, and promotional or non-refundable rates may not be changeable.

Cancellation Policy (Life Happens, We Get It)

Cooling-off period: you can cancel within 2 hours of making your booking for a full
After that: if you cancel, or you don't arrive, your deposit and all payments made are
No-shows: if we haven't heard from you by 10:00 am the day after your arrival date, the rest of your booking will be cancelled.
How to cancel: email [email protected] with your name, phone number and reservation

Booked through a third-party site (like Booking.com or Expedia)? Their cancellation policy applies, so please check with them. We can't change bookings made through a third-party travel agent, so please don't contact us to change them. Get in touch with the site you booked through instead.

If Mother Nature Steps In (Floods, Fires & Closures)

If we have to close the resort, or part of it, because of a natural disaster, an emergency or a government direction, we'll give you a credit for a future stay for the nights affected.

Travel Insurance (Better Safe Than Sorry!)

We highly recommend travel insurance to cover the unexpected. It's always good to be prepared!

Lost Keys (Whoops!)

Lost keys cost $50 to replace. Keep 'em safe!

Guest Behaviour (Be Cool, Stay Cool)

We want everyone to enjoy their stay. Anyone who disrupts the peace or comfort of others or puts the safety or security of the resort at risk, will be asked to leave with no refund. Let's all be kind, yeah?

No Smoking (Keep It Fresh)

Smoking and vaping aren't allowed in any accommodation or in the café, pool, water park, amenities or camp kitchen. Smoking inside accommodation carries a cleaning fee of at least $300, and you may be asked to leave.

No Drugs (Good Vibes Only)

Illegal drugs? Nope, not here. Anyone found with drugs will be asked to leave immediately, with no refund.

Noise (Let's Keep It Chill)

Quiet time starts at 10:00 pm: no music, shouting or gatherings. If we get noise complaints, you may be asked to leave with no refund. Sorry!

Property Damage (You Break It, You Pay for It)

You're responsible for any damage to resort property and will need to cover the cost of repair or replacement.

Your Belongings (Keep 'Em Close)

Please look after your valuables. The resort isn't responsible for lost, stolen, or damaged personal belongings or vehicles, except where the law says we are.

Bunk Beds (For Big Kids Only)

Under Australian safety standards, kids under 9 shouldn't sleep on the top bunk. Safety first!

Pool & Water Park (Splash with Caution)

For resort guests
Kids under 12 must be with an adult at all
No running, diving, or rough
No glass or hazardous
No outside food or Grab something from our Café and Bar instead!
No We love them, but this splash zone is humans only!
No lifeguard on Swim at your own risk.

Beach Safety (Sun, Sand & Smarts)

South Ballina Beach is part of the national park and is not patrolled. Please swim with care, stay out of the water if in doubt, and keep a close eye on kids.

Wildlife (We're Guests Here Too)

We're a nature resort, so you'll share the space with some amazing locals!

Please don't feed the Human food makes them sick.
Store food and rubbish securely, especially
Snakes live in the area Keep your distance and let reception know if you see one.

Pack insect The mozzies love holidays too!

Amenities & Laundry (Stay Fresh)

We've got plenty of amenity blocks and laundry facilities to keep you comfy available 24/7. The laundry is coin and card operated. Please help us keep them clean for everyone!

Camp Kitchen (Grill & Chill)

Open 6:00 am to 10:00 pm, with a BBQ, a fridge, a microwave, full oven and more. Everything you need for a tasty stay! Please clean up after yourself.

Pets (Furry Friends Welcome)

Well-behaved, vaccinated, non-aggressive dogs that aren't prone to excessive barking are welcome in our pet-friendly accommodation and sites.
Cats, birds, rabbits and any other domesticated animals (we've had them all!) are also welcome in our pet-friendly accommodation and sites but need our written approval before These pets must be kept in a cage or crate at all times, no exceptions.
You need to tell us about all pets at the time of Additional pet fees apply.
Dogs must be kept on a lead, or in a carrier or crate, at all times, except in our off-leash dog
Any pet showing aggressive behaviour or barking excessively will be required to leave the resort and will not be allowed to As pets can't be left unattended, you will need to leave with it.
Please clean up after your pet and use the bins
All pets must be fully If your pet is too young to be fully vaccinated, it's too young to come on holidays.
Pets must never be left unattended, not even for a No one likes being left behind!
Pets aren't permitted on furniture, so please bring your pet's own
Additional charges apply for any pet odour, hair, mess or damage left
No pets in the café, camp kitchen, function rooms, pool or water
South Ballina Beach is part of a national park, so pets aren't allowed The good news: we have an off-leash dog area right here in the resort!

Vehicles (One Car, One Spot)

One vehicle per accommodation or site. Need space for more? Ask us first and we'll do our best to fit you in! All roads in the resort are walking speed only (4 km/h), because little ones (and wildlife) are everywhere.

Water (It's a Mix of Magic)

We make our own water from desalination, bore water and rainwater. It's tested and safe to drink, so stay hydrated and enjoy!

Fires (Safety First)

Fires are allowed in our designated fire pits all year round, except during a Total Fire Ban.

Buy firewood and kindling from our shop or bring your Please don't collect wood from the resort or the national park.
February to November: Is the only time you can bring your own fire pit, we need to approve your brazier before you use it.
When you hire a brazier from us you will need to hire the brazier for the length of your stay and return it before departure. We need to approve your own brazier before you use it.
Never leave a fire unattended and put it out if Resort Management asks you

Website Info (Things Change)

We do our best to keep our website up to date, but prices and details can change without notice. Check back before you arrive just in case!

For further details about Ballina Beach Nature Resort, activities, and frequently asked questions, please refer to our website www.ballinabeach.com.au

Your Rights (The Official Bit)

Nothing in these terms limits your rights under the Australian Consumer Law.

We're so excited to have you at Ballina Beach Nature Resort! These guidelines keep everyone safe and happy, so you can relax and enjoy every minute. See you so