Booking Policy
DEEP BLUE HOTEL & HOT SPRINGS
TERMS AND CONDITIONS
Updated October 2025
1. APPLICATION OF TERMS
1.1 These Terms and Conditions govern all accommodation reservations, facility use, admission tickets, spa and bathhouse services, dining reservations, and participation in the Loyalty Program at Deep Blue Hotel & Hot Springs.
1.2 By confirming a reservation, making a purchase, entering the premises, or using any Deep Blue facility, the guest acknowledges and agrees to be bound by these Terms and Conditions.
1.3 Nothing in these Terms and Conditions limits or restricts any rights, guarantees, or remedies to which a consumer is entitled under the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010 (Cth)) or the Fair-Trading Act 2012 (Vic). Where any clause is inconsistent with the ACL, the ACL shall prevail.
2. GENERAL CONDUCT AND RIGHT OF REFUSAL
2.1 Deep Blue reserves the right to refuse entry, service, or continued participation, and may remove any person from the premises without refund where the individual has:
(a) engaged in conduct that is unlawful, unsafe, or disruptive;
(b) appeared intoxicated or under the influence of drugs;
(c) breached any provision of these Terms; or
(d) failed to comply with reasonable directions from staff.
2.2 CCTV operates throughout the premises for security, compliance, and safety purposes.
3. ACCOMMODATION – HOTEL BOOKINGS
3.1 Reservation Requirements
3.1.1 All accommodation bookings are subject to availability and are confirmed only upon receipt of required payment or credit card guarantee.
3.1.2 Guests must be at least 18 years of age to make a reservation.
3.1.3 All rates are stated in Australian Dollars (AUD) and may vary according to date, occupancy, or seasonal demand.
3.2 Check-In and Identification
3.2.1 Guests must present valid photographic identification upon check-in.
3.2.2 The credit card used for the reservation must be physically presented at check-in for verification.
3.2.3 A credit card pre-authorisation is required as security for incidentals or damage. Pre-authorisations are released in accordance with each card issuer’s processing time frame.
3.3 Payment Obligations
3.3.1 Payment deadlines, deposit amounts, and cancellation terms applicable to the booking will be stated at the time of purchase.
3.3.2 All outstanding charges are payable upon check-out. Unpaid amounts remain the responsibility of the registered guest.
3.4 Cancellations and Amendments
3.4.1 General flexible bookings require cancellations to be made no later than 2:00pm, 24-72 hours prior to arrival (as specified in the individual rate policy). Failure to do so may result in the total accommodation cost being charged.
3.4.2 Early departures are treated as cancellations and may incur charges in accordance with the applicable policy.
3.4.3 May Races Period:
(a) Full pre-payment is required 30 days prior to arrival.
(b) Cancellations 30 -14 days prior incur a 50% fee.
(c) Cancellations within 14 days incur a 100% fee.
3.5 Property Damage and Additional Charges
3.5.1 Guests are responsible for maintaining the condition of the room and all property therein.
3.5.2 Damage, breakage, theft, or excessive cleaning required as a result of guest conduct may result in charges to the guest’s account.
3.5.3 Smoking or vaping within any guest room or prohibited area incurs a fee of up to $3,000, in addition to any remediation costs.
3.6 Lost Property
3.6.1 Items found are retained for 30 days and then donated to charity.
3.6.2 Deep Blue accepts no liability for loss, theft, or damage to personal property.
3.7 Pets and Assistance Animals
3.7.1 Pets are not permitted within the premises.
3.7.2 Accredited assistance animals are permitted, and appropriate documentation may be requested.
4. HOT SPRINGS SANCTUARY (OUTDOOR)
4.1 Ticketing and Entry Conditions
4.1.1 Admission is subject to availability and must be paid in full at the time of booking.
4.1.2 Tickets are valid only for the date and time specified and permit single entry.
4.1.3 Prices are expressed in AUD and may be varied at any time without notice.
4.2 Operating Conditions and Weather Events
4.2.1 The Sanctuary operates year-round. Refunds are not issued for adverse or inclement weather.
4.2.2 In the event of lightning, Deep Blue may suspend operations. Guests will be offered the option to:
(a) rebook for another available time;
(b) receive a credit voucher; or
(c) request a refund in accordance with the ACL.
4.3 Late Arrival
4.3.1 Guests must notify Deep Blue of late arrival.
4.3.2 Where no contact has been received within two hours of the session time, the booking may be cancelled without refund.
4.4 Cancellations
4.4.1 Direct bookings are subject to a 24-hour cancellation policy.
4.4.2 Cancellations inside 24 hours may incur a charge of up to 100% of the booking value.
4.4.3 Third-party bookings require a minimum of 7 days’ notice.
4.5 Age Restrictions
4.5.1 Children under 5 are not permitted in the Sanctuary under any circumstances.
4.5.2 Children aged 5-15 must be accompanied and supervised within arm’s reach by a responsible adult (18+).
4.5.3 Twilight sessions are restricted to guests aged 16+.
4.6 Conditions of Entry
4.6.1 Guests must comply with all posted signage and instructions, including but not limited to:
(a) showering before entry;
(b) wearing appropriate bathing attire and non-slip footwear;
(c) refraining from running, diving, or unsafe behaviour;
(d) not bringing glassware, outside food, flotation devices, or oversized bags;
(e) refraining from photography of other guests;
(f) maintaining appropriate behaviour;
(g) ensuring gates and safety barriers remain closed.
4.6.2 Deep Blue accepts no responsibility for loss or damage to personal items stored in lockers or brought onto the premises.
4.7 Health and Medical Considerations
4.7.1 Guests with medical conditions-including but not limited to heart disease, high/low blood pressure, neurological disorders, circulatory issues, pregnancy, recent surgery, or infectious illnesses-should seek medical advice before use.
4.7.2 Guests experiencing diarrhoea within the preceding 14 days must not enter any pool.
5. SALT THERAPY ROOM
5.1 Entry Conditions
5.1.1 Participants must be at least 12 years of age.
5.1.2 Guests aged 12–16 must be accompanied by a supervising adult holding a valid ticket.
5.1.3 Late arrivals will not be admitted and no refund will be provided.
5.1.4 Completion of a consultation/waiver form is mandatory.
5.1.5 No food or beverages may be taken into the room, and the salt room must remain a quiet environment at all times.
6. BATH HOUSE & DAY SPA
6.1 Booking Requirements
6.1.1 Full payment is required at the time of booking unless otherwise stated.
6.1.2 Packages, memberships, and gift vouchers are non-refundable except as required by the ACL.
6.1.3 Prices are subject to change without notice.
6.2 Appointments and Arrival
6.2.1 Guests must arrive a minimum of 15 minutes prior to their scheduled appointment.
6.2.2 Late arrivals may result in a reduced treatment duration without price adjustment.
6.2.3 Failure to arrive or notify Deep Blue will result in a no-show charge equal to 100% of the booking value.
6.3 Cancellation Policy
6.3.1 Day Spa treatments require 48 hours’ notice for cancellation or amendment.
6.3.2 Indoor Bath House and Infrared Sauna bookings require 24 hours’ notice.
6.3.3 Cancellations within these timeframes incur a fee equal to 100% of the booking value.
6.3.4 Third-party bookings require a minimum of 7 days’ notice.
6.4 Infrared Sauna Use
6.4.1 Guests are responsible for ensuring the suitability of infrared sauna use for their personal health.
6.4.2 Infrared sauna use is not recommended for individuals who are:
(a) pregnant or breastfeeding;
(b) under the influence of alcohol or drugs;
(c) experiencing cardiovascular issues;
(d) suffering from open wounds or severe skin conditions;
(e) fitted with medical implants not cleared by a medical professional.
6.4.3 Guests must immediately exit the sauna and notify staff if they experience dizziness, discomfort, or illness.
6.5 General Conditions of Use
6.5.1 Guests must:
(a) shower before entering any pool;
(b) wear appropriate attire;
(c) refrain from using glassware, alcohol, or drugs;
(d) return robes/towels after hire;
(e) supervise minors under their care;
(f) refrain from photographing other guests.
7. DINING – TIDES CAFÉ, RESTAURANT & BAR
7.1 Reservations
7.1.1 Reservations may require a valid credit card guarantee.
7.1.2 Public holiday surcharges may apply.
7.1.3 Special dining events may require pre-payment.
7.2 Cancellations
7.2.1 A 24-hour notice period applies to all dining cancellations.
7.2.2 Failure to cancel or attend may result in a cancellation fee, calculated per guest.
7.3 Conduct
7.3.1 The service of alcohol is subject to RSA laws.
7.3.2 Deep Blue may refuse service where a guest is intoxicated or behaving inappropriately.
8. LIABILITY AND RISK
8.1 Deep Blue provides services using due care and skill as required under the ACL.
8.2 To the extent permitted by law, Deep Blue is not liable for:
(a) injury, loss, or damage arising from misuse of facilities;
(b) injury resulting from failure to follow instructions;
(c) damage to or theft of personal property.
8.3 Guests acknowledge that the use of hot springs, pools, saunas, and wet-area facilities carries inherent risks, including slips, heat exposure, and uneven surfaces, and agree to exercise reasonable care.
9. LOYALTY PROGRAM
9.1 Participation
9.1.1 Participation in the Loyalty Program is voluntary and free of charge.
9.1.2 The Loyalty Card is not a credit or debit instrument and has no monetary value.
9.2 Earning Rewards
9.2.1 One stamp is issued per visit for eligible services as specified by Deep Blue.
9.2.2 Rewards are non-transferable and cannot be combined unless expressly permitted.
9.3 Misuse
9.3.1 Deep Blue may cancel a Loyalty Card for suspected fraud, manipulation, or misuse.
9.3.2 Identification may be requested at any time.
9.4 Program Amendments
9.4.1 Deep Blue may amend or discontinue the Loyalty Program at any time, subject to the ACL.
10. GIFT CARDS
10.1 Deep Blue Hotel & Hot Springs, Deep Blue Hot Springs and Deep Blue Bath House & Day Spa issue physical and digital gift cards (Gift Cards). The purchase, activation, use, redemption and expiry of Gift Cards are governed by the Deep Blue Gift Card Terms and Conditions, as amended from time to time (Gift Card Terms).
10.2 By purchasing, holding or attempting to redeem a Gift Card, you agree to be bound by the Gift Card Terms in force at the relevant time. The current version of the Gift Card Terms is available at:
https://www.thedeepblue.com.au/ gift-cards
10.3 To the extent of any inconsistency between these Terms and Conditions and the Gift Card Terms in relation to:
(a) the issue, loading, balance, expiry or cancellation of a Gift Card – the Gift Card Terms prevail; and
(b) the provision of accommodation, spa, bath house, hot springs, dining or other services redeemed using a Gift Card – these Terms and Conditions prevail, subject always to the Australian Consumer Law.
10.4 Gift Cards:
(a) are not legal tender, credit or debit cards and cannot be redeemed for cash, except as required by the Australian Consumer Law;
(b) may be used only for eligible goods and services as specified in the Gift Card Terms; and
(c) are valid for the period stated on the card or in the Gift Card Terms (currently three (3) years from date of issue), after which any unused value may be forfeited as permitted by law.
10.5 Where a booking or purchase is paid in whole or in part using a Gift Card:
(a) the booking remains subject to the applicable booking, cancellation and amendment policies set out in these Terms and Conditions; and
(b) any refund or credit to which you are entitled under the Australian Consumer Law or under these Terms and Conditions may, at our discretion and to the extent permitted by law, be made by re-crediting the relevant Gift Card or by issuing a replacement Gift Card.
11. PRIVACY AND DATA COLLECTION
11.1 Deep Blue Hotel & Hot Springs collects, uses, discloses and manages personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
11.2 By making a reservation, purchasing tickets, using our facilities, or accessing our website, you acknowledge that you have read and understood our Privacy Policy, available at:
https://www.thedeepblue.com.au/privacy-policy
11.3 Our Privacy Policy sets out:
(a) the types of personal information we collect;
(b) how we collect, store, use and disclose personal information;
(c) how you may access and correct your personal information;
(d) how you may lodge a privacy complaint; and
(e) our use of cookies, analytics and tracking technologies.
11.4 By providing personal information to us, you consent to its collection, use and disclosure in accordance with our Privacy Policy.
11.5 If you do not provide requested personal information, we may be unable to provide certain services or complete your booking.
CONTACT DETAILS
For all enquiries, please contact:
Hotel Reception: 03 5559 2000
Hot Springs & Sanctuary: 03 5559 2050
Day Spa: 03 5559 2020
Email: [email protected]