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Got a question? Check out our commonly asked questions

Will I be charged immediately for my booking?

No. For bookings during peak periods and events (including Christmas, NYE, Schoolies, and Festivals), once you have completed a booking online, we will contact you with payment information and terms and conditions before processing the payment. For all other bookings, you will pay on arrival. We understand that plans can change, so if you have any questions after making your booking, please don’t hesitate to call or email us and we will be as flexible as possible.

What if I can no longer travel due to COVID-19?

We understand the uncertainty around booking travel at this time, and want to ensure we provide flexibility wherever possible. We offer free cancellations up until 48 hours from your booking date during non-peak periods. If you have made a booking during a non-refundable peak period (including Christmas, NYE, Schoolies, and Festivals), and your booking is affected by COVID-19, please contact us so we can best work with you to provide flexibility.

I can’t see availability online for my chosen travel dates. Do you have a waitlist?

We’d love to help! In cases where your travel dates are showing as fully booked on our website, we often have alternative options available that may be suitable. Please call or email us and we’ll do our best to accommodate you. If you are looking to book a stay more than one year in advance, please contact us directly on info@thesurfhouse.com.au or (02) 6685 8750.

Do you have parking?

We do! Secure onsite parking for guests is available for $10/day. When you check in, The Surf House team will happily assist in organising and reserving a car spot for you. Parking is subject to availability and there are limited spaces available. In the event that the car park us full, we’ll do our best to assist in recommending alternative parking options in the area.

What is your cancellation policy?

During non-peak or event periods, we have a 48 hour cancellation policy, which means you can cancel your booking free of charge up until 48 hours from your stay. For bookings over peak times and events periods (including Christmas & New Years, Bluesfest, Splendour in the Grass and Schoolies), full payment will be taken prior to arrival in order to confirm the reservation, and bookings are non-refundable if cancelled. In the event of unexpected circumstances (such as border closures and lockdowns), we are understanding and happy to be flexible as much as possible. Please contact us  in the event your booking is impacted by travel restrictions, and we will work with you to rearrange your travels.

I would like to book a stay but I haven’t finalised my flights. What happens if my travel date changes?

If you would like to lock in your accommodation before booking flights, no worries! We offer flexible bookings and free cancellations up until 48 hours before your stay, during non-event periods. Pending availability, we will work with you to book in for your revised travel dates. As bookings during peak events (including Christmas, NYE, Schoolies and Festivals) are non-refundable, please contact us directly to chat through best steps. You can also refer to our booking terms and conditions for more information on date changes.

Will I be sharing a room with other people?

We have a variety of room types including private and shared options. Our shared rooms can accommodate 4, 6, or 8 guests and are suitable for groups travelling together and solo travellers looking to connect with others. When you book, you will be given the option to select a private shared room (to book the entire room) or a shared room (per bed basis).

I am travelling in a group and have booked a private shared room. What happens if one of my group members can no longer join us?

We understand things can change. Unfortunately, once the booking has been confirmed it is non-refundable. We can however organise a name change (with the approval of the person who made the booking) free of charge.

I’m travelling on a budget and looking for some cheaper meal options. What would you recommend?

You’re in luck! We have a full service kitchen onsite where guests can store and make food. We also offer affordable food and drink options at our onsite rooftop bar where you can tuck into $5 happy hour pizzas, daily from 3pm to 6pm ($10 outside of happy hour). We’re also conveniently located in the centre of town with a range of supermarkets close by, including Aldi (5 minute walk) and Woolworths (10 minute walk.)

My child is under 18. Will they be able to enter the bar even if they are not drinking?

Unfortunately we’re unable to have guests under the age of 18 in the bar area.

Do you have any work spaces?

Yes! Working from home (or even in the sunshine!) has never been easier! Our communal kitchen area is a great space for guests to set up their laptop/work stations. Enjoy comfortable seating and bench spaces, multiple powerpoints and fast free WiFi. Guests can also enjoy rooftop access with free, furiously-fast WiFi. Some private rooms also include desks for a comfortable WFH option.

I’m travelling to Byron Bay for the first time. Will you help me plan my trip?

Absolutely! Our friendly team are all Byron locals and love to recommend local beaches, day trips, restaurants and bars. Email us directly or DM us on Instagram for inspiration and help planning your trip. Keen to be inspired? Check out our blog and follow us on Instagram for up to date news, insider tips and recommendations.

Does it get noisy at the property?

We like to keep a well-balanced approach between play and prioritising a good nights’ sleep. Our lively Rooftop Bar closes at 10pm, after which we ask that all guests roll with our ‘no noise’ policy, and our crew are on hand to keep the vibe quiet and calm from this time.

Being in the centre of town, we do naturally attract a younger crowd who enjoy our close proximity to the hustle, bustle and bangin’ bars of Byron. Because of this, if a quiet stay is your top priority (and you don’t feel you will benefit from our added facilities, such as free surfboard hire, large communal spaces and access to our rooftop bar), then we may not be the best fit for your stay.


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