Response to COVID-19
Last updated: 27 January, 2022.
The health & safety of our guests and staff remains our top priority at The Surf House. Like many other businesses, we’re adhering to all advice supplied to us via WHO, The Australian Department of Health, along with all local, state and federal governments, constantly adjusting as the situation develops.
We wanted to update you on the additional measures, policies and procedures that have been implemented across the property, and reassure you that we’re doing everything we can to protect our guests and staff.
A SAFE STAY AT THE SURF HOUSE
In line with current advice, we may be unable to accommodate guests who have tested positive to Covid-19 in the past 7 days.
If you are uncertain of current regulations, please refer to your relevant government/health advice, including NSW Health case locations and alerts.
Please note, unfortunately, due to the nature of our property, we are unable to facilitate self-isolation or self-quarantining on site.
BOOKINGS & CANCELLATIONS
During these challenging times, we recognise the need for flexibility surrounding reservations for our guests. As such, we have updated our cancellation policy in response to the current climate and are taking every measure we can to accommodate those affected by these unprecedented circumstances.
Rest assured, we are here to support any guests impacted by these circumstances as best we can.
Should you need to cancel your booking, please either:
(a) In the case that you booked direct at thesurfhouse.com.au, please email the our team at firstname.lastname@example.org with the following information:
- Email address
- Booking reference number
(b) If you booked via a 3rd-party website (e.g. Booking.com, Agoda, etc.) you will need to contact them directly to discuss the cancellation and their respective policies.
To ensure you can continue to travel with confidence, we have updated our policies and procedures across the property in line with medical and government advice.
As such, we have made the following operational changes across our property:
- Actively promoting good hygiene practices & awareness through clear signage posted throughout the property
- Introduction of hand sanitising stations throughout all common/public areas
- Upholding and regulating physical distancing protocols through clear signage, floor markers, and security in public/common areas;
- Monitoring any/all gatherings in-line with government restrictions
- Intensifying our deep cleaning procedures through the property, in line with government standards
- Implementing increased sanitization of all communal areas and rooms through increased daily housekeeping schedule
In addition, we are following government protocols and health advice in regards to our Rooftop Bar.
For further information on the steps we are taking, or for advice on an upcoming trip, please be sure to email our friendly for the most up to date information.
Rest assured, our team has your back every step of the way. Our 24-hour reception teams are equipped with the most up to date information to ensure your safety, and our customer care gurus are online for any additional questions you may have.
If in doubt, please reach out and speak to our team directly.
Your Surf House Team
*Please note: Any cancellations within 24-hours of check-in will be treated on a case-by-case basis.