FAQ's

Palazzo Colonnades: Frequently Asked Questions

Booking & Reservations

Can I modify or cancel my reservation? Our cancellation policy varies depending on the rate you book and the booking platform used. Please refer to your confirmation email for specific details.
How can I update my payment information for my reservation? Please contact our reception team directly at 07 5538 4555 or email info@palazzocolonnades.com.au

Getting Here

Relax in Style with a Shuttle: Several shuttle services operate between the airport and Surfers Paradise, offering door-to-door convenience. Enquire at the airport or research online for options.

→ Book Here ←

Take a Scenic Tram Ride: For a budget-friendly option with beautiful views, hop on the G:link tram system. Catch the 777 bus from the airport to Broadbeach South station, then transfer to the tram which will take you directly to Surfers Paradise.

Taxi it There: Taxis are readily available at the airport for a quick and comfortable ride to Palazzo Colonnades.

Ride-Sharing Apps: Popular ride-sharing services like Uber and Lyft operate at Gold Coast Airport, offering another convenient way to reach our hotel.

Getting Around

Walking: Cavill Avenue is a 12 min walk from the building. Click here for directions.

Bus: Local buses run from the Remembrance Dr at Surfers Paradise Blvd stop in both directions. Click here for directions. For an up to date timetable click here

Taxi: Gold Coast Cabs 132227 or use our handy Taxi butler button at Reception to call a taxi. Uber, Lyft, Didi and Ola also operate in the area.

Tram: The tram stop is located outside to the right of the hotel (Northcliffe Station) and trams run approx. every 15 mins. Click here for route map.

‘Go Explore’ cards can be purchased from Reception for $5 per Child & $10 per Adult.

Please note these passes activate when you first tap on and can be used as many times as you like until the last service the same day. These cards are valid for travel on all Gold Coast tram and bus services.

Check-In & Check-Out

What is check-in time? Rooms are guaranteed ready by 2pm. Want to arrive earlier? We can store your luggage, let you park, and offer full access to facilities from 9am while your room gets prepped!
What is check-out time? Our standard check-out time is 10:00 AM. Late check-out may be available upon request and subject to availability (fees may apply).
What if I arrive after reception closes? No problem! We have a secure key safe for late arrivals. Just let us know in advance so we can send you the instructions.

Luggage Storage

Can I store my luggage before check-in or after check-out? We can store your luggage free of charge during reception hours ( weekdays: 9:00 AM to 4:00 PM, weekends & public holidays: 9:00 AM to 12:00 PM). There is a local service nearby to the hotel if you are requiring luggage storage after office hours → Stasher ←

Security & Payments

Do you accept credit cards? We accept Visa and Mastercard for your convenience. Please note a 1.5% processing fee applies to all credit card transactions.
Is there a security deposit required? A $200 security deposit is required for your reservation. Security deposits are typically released automatically within two business days of your departure, subject to no outstanding charges or damages.

Amenities & Services

What are the opening hours for the pool and facilities?Our pool and facilities are open for your enjoyment daily from 7:00 am to 9:00 pm. No glass or alcohol is allowed in the pools or spa area. Alcohol is permitted in plastic cups only in the immediate vicinity of the BBQ seating area, or in metal vessels eg; cans of beer.
What is the temperature of the pool and spa? Take a refreshing dip in our heated pool, maintained at a comfortable 28°C year-round. Relax and unwind in our outdoor spa, heated to a luxurious 38°C.
Do you have parking available? One complimentary underground car space is included with your reservation.
Is there Wi-Fi access? Yes, we offer complimentary unlimited Wi-Fi access to all our guests.
Do you have laundry facilities? All apartments have a washing machine and dryer in the room that you are welcome to use during your stay.
Do you provide a hairdryer? Yes, all our rooms come equipped with a hairdryer for your convenience. No need to pack your own!
What is included in the complimentary starter pack? We provide a complimentary starter pack upon arrival to get you settled in. This pack includes:

Bath essentials: Bath towels, hand towels, a bath mat
Cleaning supplies: Laundry detergent, dishwashing liquid, scourer, dishwasher powder
Kitchen & bathroom essentials: Tea towel, shampoo, conditioner, body wash, soap, toilet paper
Pool Towels: Please note that pool towels are NOT included in the complimentary starter pack. However, extra towels can be hired from reception for $5.00 per towel.

Our units are designed as self-contained apartments. Any additional supplies you may need can be purchased from our reception or from nearby convenience stores or grocery stores.

Policies

Illegal Activity: The possession, use, or sale of illegal drugs, firearms, or any other contraband is strictly prohibited on the premises. This will result in immediate eviction and potential legal action.
Prostitution: Prostitution and any related activities are strictly forbidden on the premises.
Noise: Guests are expected to always maintain reasonable noise level, respecting the peace and quiet of other guests. Unreasonable noise, particularly after 10:00 PM, will result in a warning and a potential fee of $250.00 for subsequent violations. Palazzo Colonnades has a strict NO PARTY POLICY.
Apartment Condition: Guests are responsible for leaving the apartment in a clean and tidy condition. Excessive mess or damage will incur additional cleaning or repair charges.
Lost Keys/Fobs: A $150.00 fee will be charged for lost keys or fobs, including after-hours callouts.
Fire Safety: False fire alarms triggered by negligence will result in a guest being charged the full amount levied by the Queensland Fire Services (up to $1,408.25).
Compliance: Guests are required to comply with the by-laws, rules, and regulations of the complex, as well as any reasonable instructions from the Palazzo Colonnades management. Failure to comply may result in eviction.
Pets/animals: Palazzo Colonnades does NOT allow pets in our apartments or common areas.
Smoking: Palazzo Colonnades is a smoke-free property. Smoking is strictly prohibited in all apartments, balconies, and common areas. A $2000 fine will be charged for violations.

Guests who violate the rules and conditions may be subject to immediate eviction with NO REFUNDS and potential legal action.

Local Area

What are some things to do in the area? The Gold Coast is a playground for fun, with something for everyone. Whether you're seeking heart-pounding thrills, sun-soaked relaxation, or cultural exploration, we've got you covered.

Need a personalized itinerary? Our reception team are local experts and love crafting the perfect Gold Coast experience. Just let them know your interests and they'll whip up a list of must-see attractions and hidden gems.
Want to start browsing now? Check out our booking page for inspiration – you might just discover your next Gold Coast adventure!

How close are you to the beach/tram/public transport? Planning a beach day or exploring the Gold Coast? No problem! We're located 300m from the beach, and for added convenience, a tram stop is located right outside our entrance, and a bus stop a short walk from the hotel.

Still have questions?

If you can't find the answer to your question here, please don't hesitate to contact our friendly reception team by phone at 07 5538 4555 or email info@palazzocolonnades.com.au. We're happy to help