Guest questions

Answers, Before You Even Ask

The questions our concierge hears most — grouped by theme, searchable and answered without ceremony. Anything unresolved goes straight to the duty manager's desk.

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check-in casino rules dress code pets

Pre-arrival dossier

Stay & Booking Essentials

The rules of the house — check-in hours, deposits, cancellations and what happens if your plans change.

What are the check-in and check-out times?

Check-in opens at 14:00 and check-out closes at 11:00. Early arrivals are welcomed at the lounge — luggage is stored, the thermal circuit and pool are yours while the suite is prepared. Late check-out until 18:00 can be arranged for $95, subject to availability.

Is a deposit required on arrival?

A refundable pre-authorisation of $200 per night is taken on a credit or debit card for incidentals. It releases automatically within 5–7 business days after departure, depending on your bank.

How do cancellations work?

Flexible rates cancel free until 48 hours before arrival; advance-purchase rates carry a first-night fee. Event and penthouse bookings follow the schedule in your confirmation. The full policy is on our refunds page.

Can I book for someone else?

Yes — note the guest's full name at booking and we'll email them a confirmation. Third-party payment is accepted with a signed authorisation form, which the reservations desk sends on request.

What identification is needed at check-in?

A photo ID matching the booking name — passport or driver's licence — plus the card used for the reservation. International guests should carry a passport.

Is smoking permitted?

All suites and indoor venues are non-smoking under Queensland law. The cigar terrace on level 2 and the garden smoking deck are provided, with a curated selection from the humidor bar.

The gaming floor

Casino Questions

House rules for the tables — written plainly, because a confident player is a welcome player.

Play responsibly

Self-limit tools at the rewards desk

Who can enter the casino floor?

Any adult 18 or older with photo ID. Entry is free; the Meridien Salon Privé requires membership or a host's invitation. The floor operates 24 hours daily.

Is there a dress code for the casino?

Smart casual until 19:00 — collared shirts and no beachwear or work boots. After 19:00 and inside Salon Privé, the standard is evening attire: jackets encouraged, no sportswear.

Are beginners welcome at the tables?

Emphatically. Free learn-to-play sessions run daily at 15:00 and 19:30, and our First Deal Evening package includes a private croupier masterclass with matched-play credit.

How does the rewards programme work?

Tasman Rewards is free to join at the desk — points accrue on tables, machines, dining and stays, converting to credit, dining and suite upgrades. The Founders Circle tiers sit above it; see membership details.

Can I set limits on my play?

Yes — voluntary pre-commitment, session reminders and self-exclusion are all available confidentially at the rewards desk or through Queensland's Bet with Care programme.

At the table

Dining & Dress Code

Do I need reservations for the restaurants?

The Marlin Room and chef's counter require bookings — often a week out in season. Garden Grill and Café Crest hold walk-in tables daily, and in-suite dining runs 24 hours.

What is the dress code in the evening venues?

Smart casual throughout; the Marlin Room suggests jackets after 19:00. The rooftop bar relaxes to resort attire — though swimwear stays at the pool.

Can dietary requirements be accommodated?

Every menu carries allergen coding, and the kitchen builds vegan, gluten-free and halal-considerate courses on request. Tell us at booking and the chef writes to your needs, not around them.

Is there a corkage policy?

Bottles from outside may be opened at $45 corkage; anything not on our list can often be sourced by the sommelier at 48 hours' notice — usually cheaper than carrying it.

Are children welcome in the restaurants?

Children are welcome until 20:00 in Garden Grill and Café Crest with a dedicated young-guests menu. The Marlin Room and Velvet Gauge are adults-only in the evening.

Getting here

Transport & Arrivals

Cairns Airport sits 12 minutes from our door; the marina, rail and heli links are mapped on the contacts page.

Do you offer airport transfers?

Chauffeured S-Class and EQV transfers run on demand — $95 per vehicle to Cairns Airport, meet-and-greet at arrivals included. Shared shuttle seats are $28. See transfer options.

Is parking available?

Valet parking is included in every room rate; self-parking in the secure basement is $25/day for day visitors, free for diners and spa guests with validation.

Can I charge an electric vehicle?

Six 22 kW chargers sit in the basement vault — complimentary for in-house guests, billed at cost for visitors.

How do I reach the Great Barrier Reef from the hotel?

Our excursion desk runs a private pontoon and partner charters departing Marlin Marina — a 4-minute walk from the lobby. Details on the excursions page.

House policies at a glance

The Short Version

14:00 / 11:00

Check-in / out

48 hours

Free cancellation

Smart casual

Evening standard

22:00–07:00

Quiet hours

Still need a human?

The Duty Manager Never Sleeps

One person on property owns every question at any hour — call, write or walk to the desk beside the grand stair.

Direct line

+61 7 4030 8888 — duty manager, 24/7

Write to us

[email protected] — replies within 4 hours

Concierge chat

In-stay messaging from your suite tablet or the front desk

House glossary

Words You'll Hear at the Desk

The Dome

Our rotating copper casino dome — the landmark that crowns the gaming floor since 1973.

Salon Privé

The invitation-tier gaming salon — private tables, dedicated croupiers, tailored limits.

Turn-down

The evening ritual — linens drawn, lights lowered, tomorrow's weather card on the pillow.

The Sanctum

Level-1 wellness floor: six treatment chambers, thermal circuit and float rooms.

Founders Circle

The hotel's private membership — 300 seats worldwide, privileges beyond the rope.

The Inlet

Trinity Inlet — the working harbour our every sea-facing room overlooks.

Where to Look Next

Policies in full, prices in detail, and the journal essays our concierge writes between shifts.

Question Answered? The Key Is Waiting

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