Refund & Cancellation Policy
This policy sets out when payments made to Tasman Crest Hotel & Casino are refundable — covering accommodation, dining deposits, event bookings and excursions — and how refunds are processed.
Accommodation cancellations
Flexible-rate reservations cancelled by 14:00, 48 hours before arrival, are refunded in full. Cancellations inside the window, and no-shows, forfeit the first night's charge.
Advance-purchase and promotional rates marked non-refundable at booking are not refundable; where extenuating circumstances apply, the reservations office may offer date changes at its discretion.
Dining, spa & service deposits
Deposits for the chef's counter, private dining, spa rituals and service packages are refundable with 48 hours' notice. Within 48 hours the deposit may be converted to credit for a rebooked date within 90 days.
Where Tasman Crest cancels a booked service — for example a private event or ritual — you receive a full refund or priority rebooking at your choice.
Excursions & third-party bookings
Reef, heli and rainforest excursions cancelled by us due to weather or safety are refunded in full or rebooked first — your choice. Guest cancellations are refundable up to 48 hours before departure.
Where a partner operator's terms differ, the stricter terms disclosed at booking apply — we always show you these before payment.
Events & group bookings
Wedding, gala and conference deposits follow the staged schedule in the event contract — typically refundable within a cooling-off period and partially refundable thereafter, scaled to proximity of the event date.
Force majeure events affecting the venue entitle clients to full credit or refund under the terms of the event agreement.
How refunds are processed
Approved refunds return to the original payment method within 5–10 business days. Card refunds depend on your bank's processing time; international cards may take longer and may show exchange-rate differences we do not control.
Incidental pre-authorisations are not charges — they are released automatically after departure; banks may take several days to show the release.
Disputes & your rights
Refund requests are decided by the reservations office within three business days. If you disagree with a decision, you may escalate to the General Manager's office — contact details below.
Nothing in this policy limits your rights under the Australian Consumer Law, which applies to all our services.
Questions about this policy?
Refund requests go to the reservations office — email or the contact form with your booking reference for fastest processing.