Welcome to our FAQ page, designed to address your most common inquiries regarding our accommodations and services. Below, you will find answers to frequently asked questions, troubleshooting tips, and general inquiries. If you do not find the information you need, please feel free to contact us. We are here to help!
Q Stay specialises in the management of over 100 self-contained apartments and holiday homes located in the heart of Surfers Paradise and Broadbeach.
Our accommodation options are the perfect choice to explore everything the Gold Coast has to offer. We cater for all levels of comfort for short term stays and long term holidays.
it’s important to note that the properties available for booking are privately managed and might not be located close to each other. Each property is independently owned which means their locations can vary.
We require a security bond for all properties that we manage, the only exception is that we do not take a bond for guests that have booked through Airbnb.
Bond is taken at the time of check-in.
Our booking terms and conditions authorise for the bond to be charged for the following reasons:
Lost Keys
Any Damages To The Apartment
Callout Fee
Oustanding Reservation Costs
Bond Amounts
$250
1 and 2 Bedroom Apartments and Parkwood Cottage
$500
3 Bedroom, 3 and 4 Sub Penthouse Apartments, Wings Resort 3 Bedroom Penthouse Apartments
$1000
Parkwood House, 5 Bedroom Sub Penthouse, Golden Gate 3 Bedroom Penthouse
For guests staying less than 7 nights, a pre-authorisation charge is taken, this is a pending charge that is released 2 days after your departure. Please note that depending on your bank it may take a few days to be released after we initially release it. This pending charge will disappear, it will not show as a refund as the charge was not taken, it was only a pending charge.
For guests staying 7 nights or more, the bond charge is taken and will be released the following Thursday after your departure. When your bond has been released you will receive a confirmation e-mail with a receipt confirming this.
For any questions regarding the bond process please contact our team by e-mail.
If a guest is requesting check in outside regular check in hours, or designating another individual to perform check-in on their behalf, it’s possible that we may request a Guest Verification Photo. This precautionary measure aids us in confirming the alignment of reservation particulars with the person effecting the modifications.
Rest assured, our team is here to offer support throughout this process. Should you require any guidance or help with the verification photo, kindly get in touch, and we will be more than willing to provide further assistance.
Our team takes careful note of all special requests or specific events associated with your booking. However, please be aware that while we endeavor to fulfill these special requests to enhance your experience, we cannot guarantee them unless they have been confirmed in advance.
When making a reservation you can include a note on your booking indicating your preference for a high or low level apartment. However, it’s important to note that we cannot assure the availability of these requests.
We are unable to provide confirmation regarding the specific room level until we approach the date of your arrival. This is due to several factors including that we manage many apartments within the same category.
If your booking is for a specific apartment (Airbnb) you will be booking that property.
For any enquiries related to bookings, we kindly request that you direct your emails to [email protected]. To assist us in promptly locating your specific reservation, please ensure to include your reservation details in the email.
During the booking process, it’s essential to keep in mind that the total number of guests entered will influence the final price. Within each category type, a foundational number of guests is included within the price. If the number of guests surpasses this base count, an additional charge of $50 per person per night is applied. This fee encompasses the provision of extra bedding and linen to accommodate the extra guests comfortably. Each property has a maximum amount of guests that we can accommodate, if you have any questions please reach out to our team to discuss this further.
Early check-in is subject to availability and fees may apply. Please contact our reception team closer to your arrival to confirm if this is available. Due to high number of check-ins we cannot guarantee special requests but we will always try our best.
In the event that you need to check in beyond these hours, the subsequent fees are applicable. Additionally, we request that you provide us with a copy of your photo identification prior to your arrival.
The fee is to be paid in cash at the time of check in as our office will be closed.
Fees for after-hours check-in are as follows:
5:00 pm to 10:00 pm: $50
10:00 pm to Midnight: $100
Midnight to 8:00 am: $150
On the day of your arrival our team will contact you to confirm the after hours check in, and if required process the pre-authorisation bond and send you an SMS with the staff member’s contact details that will be meeting you.
Due to strict security measures, if you want to nominate someone to collect the keys please complete our Guest Nomination Form and see the requirements necessary for this request.
Q Stay manages private holiday accommodation on behalf of the property owner. It’s important to highlight that we are provided with a limited quantity of two keys for each apartment
Some of the apartments located at the resorts we manage are equipped with intercom systems, which you can find at the reception level as well as outside the premises. Utilizing these intercoms, you can enter the designated apartment number. In-house guests are then able to grant you access to the building. Subsequently, you’ll be able to use the lift and travel to the relevant apartment level.
We apologize for any potential inconvenience this process may entail, particularly for larger groups. If you encounter any issues during your stay please reach out to our team.
On departure we recommend taking your car out of the underground car park then returning the keys to the apartment or to our office. For guests staying at Circle on Cavill you will have access to the lifts until 12PM.
Feel free to use any of these methods for key return:
Key Return Form: You have the option to leave the keys on the kitchen bench, take a photo of them, and then conveniently upload the photo using our Key Return Form. Alternatively, you can email the picture to [email protected]. Remember to include your apartment number in the subject line to facilitate locating your booking.
Office Drop-off: If you prefer a more direct approach, you’re welcome to drop off the keys at our office. We’re open from 9:00 AM onwards. For those utilizing the parking facilities, we recommend removing your vehicle first before returning the keys. This advice is especially pertinent to certain resort parking areas where the key fob is required for exit. This process helps prevent any potential delays or complications when leaving the car park.
Whichever method suits you best, we’re here to make your departure as smooth as possible. Please feel free to select the option that aligns with your convenience.
Please note for guests staying at our Parkwood properties, the keys are to be returned to the lockbox.
The standard check-out time is 10 AM, and to avoid any potential bond charges, we kindly ask that you depart by this time. If you’re interested in a later check-out, it’s important to note that this option is subject to availability. There are associated fees for late check-out. Feel free to enquire about the possibility of extending your check-out time, and we’ll do our best to accommodate your needs based on availability.
Our reception office boasts a cozy size, and regrettably, we lack the capacity to accommodate luggage storage within our premises. To address this concern, we’ve compiled a list of alternative luggage storage options within Surfers Paradise for your consideration.
It’s important to bear in mind that pricing might be subject to change without prior notification. Additionally, please be aware that we are not affiliated with the following entities, and we assume no responsibility for any luggage storage-related matters before or after your stay.
Cost: The fee for luggage storage is set at $9 per bag. There is a booking fee of $2.20 applies at the time of payment. You can take advantage of this luggage storage option every day, operating between 9:30 am and 7:00 pm.
Lucky 7 Convenience Store
Location: 2/3184 Surfers Paradise Blvd, Surfers Paradise Cost: $10 per bag. This service is accessible seven days a week, spanning from 9:00 am to 7:00 pm.
Mantra Circle on Cavill Reception
Address: 9 Ferny Ave, Surfers Paradise
Note that this service is only available to guests staying at Circle on Cavill.
To utilize this service, a pre-authorization charge of $100 is secured as a bond. The charge of the locker is subsequently deducted from this sum, after which the bond is released.
Two sizes of lockers are on offer:
Small Locker:
Capable of accommodating 2 x carry-on bags and 2 x backpacks
Priced at $10 for a day’s hire
Large Locker:
Designed to house 2 x large suitcases and 2 x medium suitcases
During your stay, we do offer one towel per guest as part of the standard amenities. If you find that you require extra towels, we’re more than happy to assist. Additional towels can be arranged and delivered to your accommodation for a fee of $3 each. Please don’t hesitate to reach out to our staff if you need any further assistance or if you’d like to request extra towels during your stay.
We provide a small starter pack to help you settle in for the first night. However, it’s important to keep in mind that these items within the starter pack are not restocked or replenished during the course of your stay.
Before departing the apartments, please ensure to double-check and lock the doors securely. It’s worth noting that certain apartments might not be equipped with self-locking mechanisms. As the safety of our guests is of paramount importance, we strongly advise keeping the doors locked both during your stay and whenever you’re leaving the apartment.
Apartments will contain a garbage chute on each level, in addition to this there are also refuse rooms located through the buildings. Please only place bagged rubbish in the garbage chute. Any cardboard is to placed in the refuse rooms. Certain items are not allowed to be disposed of in the garbage chute
Please be informed that all our apartments are designated as non-smoking units. Should this policy be disregarded and additional cleaning becomes necessary, any associated costs will be deducted from the security deposit or bond held for your reservation. We kindly request your cooperation in maintaining a smoke-free environment for the comfort and safety of all our guests.
As part of our management of properties, we are only provided with the designated parking space assigned to each individual apartment. Should you find the need for additional parking, we recommend exploring the possibility of on-site paid parking options. Alternatively, on the day of your arrival, you can also inquire at our reception to determine if any extra parking spaces are available. However, it’s important to note that we cannot guarantee this availability.
While we strive to be as accommodating as possible, please keep in mind that parking is provided complimentary as part of your stay
If you’re interested in booking on-site facilities, including the private cinema, kindly make your reservations directly by calling the on-site reception. Please be aware that Q Stay does not manage these on-site facilities, and we are not affiliated with the on-site reception. However, our staff will be more than happy to assist you with any other queries or services related to your stay at Q Stay.
Troubleshooting
Please see our troubleshooting guide below for assistance during your stay. For emergencies please contact our team. If you come across any defective equipment or apartment issues during your stay, please complete our Maintenance Request Form
Should you experience any noise disturbance during your stay, we kindly ask you to reach out to the on-site reception or security team using the provided contact number, if available. For any urgent emergencies, please directly contact our reception for assistance.
If you experience connectivity issues, try turning off the modem for a few minutes and then turning it back on. Wait for the lights to come back on before attempting to reconnect. Make sure you enter the correct password. If there are different connection options like 3G/4G/5G, consider trying other connections, such as Apartment-3G or Apartment-5G. Switching to a new network may improve dropouts or interruptions. Keep in mind that heavy rain can also cause interruptions.
If you notice any error with the air conditioning, please contact our reception office for assistance by completing our Maintenance Request Form
When the A/C unit displays a snowflake icon, it indicates that it is in cooling mode. To achieve the best cooling results, ensure all doors and windows are closed. When leaving for the day or checking out, remember to switch off the A/C unit.
To maintain optimal performance, set the temperature between 22-24 degrees Celsius. Avoid setting the temperature below 20 degrees Celsius, as this may cause the condenser to ice up and lead to A/C malfunction. To maximize cooling efficiency and avoid unnecessary energy usage, keep all windows and doors closed while the A/C is operating.
We do not provide login access to services like Netflix. If you wish to use your own login, remember to sign out before departing. We are not responsible for any issues related to leaving an account signed in. To sign out of Netflix on any TV, open the app, go to the home screen, press the Left button on your remote to open the menu, scroll down, select Get Help, then choose Sign Out and confirm with Yes.
If you encounter issues with the televisions, first check that all cables are properly connected. Try turning off the TV from the wall for 5 minutes and then turning it back on. Adverse weather conditions like heavy wind and rain can affect the TV signal. Ensure that cables are securely connected to both the TV and the wall. If you have a digital set-top box, consider rebooting it. If you have an antenna, try adjusting it. If these steps don’t resolve the problem, please complete our Maintenance Request Form
In the event of a power outage, we recommend taking the following steps:
Begin by inspecting the fuse box, typically situated within the apartment’s wardrobe. If you find that a fuse has tripped, simply switch it back to the ON position.
However, should the fuse trip once again shortly after resetting it, there might be a possibility of a malfunctioning appliance causing the issue.
To investigate further, start by turning off the dishwasher. Following this, reset the mains power by flipping the switch. If the power remains stable without tripping, it suggests that the dishwasher could be the source of the problem.
Please remember to exercise caution while dealing with electrical components. If the issue persists or if you have any concerns, we strongly recommend reaching out to our team for assistance. Your safety is of paramount importance to us, and we’re here to help ensure your stay is as comfortable as possible.
Our apartments are equipped with an exhaust system in the bathroom, separate laundry, and optional ensuite.
For proper ventilation, it is recommended to keep the laundry doors open while using the dryer to prevent moisture-related damage to appliances. The exhaust system operates through a ducted system, drawing air through ceiling-mounted grilles with exhausts located in a central area.
The range hood’s ventilation is activated when the fan in the range hood is switched on.
Please ensure that the batteries are correctly installed. Are there any indicator lights when you press the buttons? If the issue persists, we can either replace the batteries or provide you with a new remote.
Should you come across any damages during your stay, kindly reach out to our reception office or fill out our maintenance form online. We will make a note of it in your booking. Please inform us whether you would like the issue fixed during your stay or after you check-out. It’s important to note that the apartments we manage are privately owned, so we may need to seek approval from the owner before replacing certain items.
The apartment should have sufficient inventory for the maximum number of guests, including plates, cutlery, bowls, and glasses. If there is an insufficient supply of any item, please complete our Maintenance Request Form and specify the items you need.
If you encounter any issues during your stay, please send photos to [email protected], and we will arrange for housekeeping to address the matter. It’s essential to inform us about any problems as soon as possible to ensure timely resolution.
If the dryer is not starting, please check and clean the dryer filter, as it may be full. After removing any debris, try starting it again. If the issue persists, switch off the machine from the wall and attempt to restart. If the problem continues, our maintenance team can be dispatched to assist.
There is a problem with the washing machine. It’s not draining.
If the washing machine is not draining properly, it is likely due to a clogged filter. Our maintenance team can be scheduled to fix this issue promptly. Please complete our Maintenance Request Form.
The washing machine has a spinning issue
If the washing machine drum stops spinning mid-cycle, try stopping the machine, draining the water, and rearranging the laundry. It’s possible that you are using too much detergent or an inappropriate type for the appliance, causing excess foam. The washing machine stops spinning to absorb the foam in its drum.
If you’re considering having a package delivered, we recommend reaching out to the nearby post office to enquire about the possibility of having it sent there. Upon your arrival, you can retrieve the package by presenting your photo ID at the designated location.
To confirm the procedure or any queries you might have, you can contact them directly at (07) 3002 5063. It’s important to note that any issues or concerns that may arise with this service are beyond our responsibility, as we are not affiliated with it.
There are several transportation options available from Coolangatta airport to Surfers Paradise, including:
Shuttle Bus: Shuttle buses operate from the airport to Surfers Paradise and other locations on the Gold Coast. These buses are usually shared by multiple passengers, and the fare is generally affordable.
Taxi: Taxis are readily available at the airport, and they offer a direct and comfortable transfer to Surfers Paradise. However, they can be more expensive than other transportation options.
Bus: There are several bus services that operate from the airport to Surfers Paradise and other locations on the Gold Coast. This option is usually the most affordable, but it may take longer than other transportation options.
Car Rental: If you plan on exploring the Gold Coast during your stay, renting a car can be a good option. Several car rental companies operate at the airport, and they offer a range of vehicles at competitive rates.
There are several cinemas that provide a variety of movie-going experiences. One of the most popular cinemas in the area is Event Cinemas Pacific Fair, which is located about a 20-minute drive from Surfers Paradise in Broadbeach. Event Cinemas Pacific Fair is a modern cinema complex that offers a range of movie options, including the latest blockbusters, arthouse films, and 3D movies. The cinema features comfortable seating, large screens, and state-of-the-art sound systems, providing a high-quality movie experience.
Another popular cinema in the area is Birch Carroll & Coyle Cinemas, which is located in Robina Town Centre, about a 25-minute drive from Surfers Paradise. Birch Carroll & Coyle Cinemas offer a range of movie options, including the latest releases, indie films, and special events. The cinema features comfortable seating, large screens, and high-quality sound systems, as well as a selection of snacks and refreshments.
For those who prefer a more boutique cinema experience, The Arts Centre Gold Coast is located in nearby Bundall, offering a range of independent and arthouse films in a smaller setting. The cinema features comfortable seating and a range of refreshments.
Surfers Paradise is well-served by a range of cinemas, providing movie-goers with a variety of options to choose from. Whether you are looking for the latest blockbuster, an indie film, or a special event screening, you are sure to find a cinema that suits your tastes in the surrounding area.
The mall is known for its modern and stylish design, with open-air spaces, water features, and art installations throughout. In addition to shopping and dining, Robina Town Centre also offers a range of entertainment options, including a cinema complex and a bowling alley. It is a popular destination for both locals and tourists visiting the Gold Coast.
Harbourtown Premium Outlets
Address: 147-189 Brisbane Rd, Biggera Waters
The mall features over 240 stores, including well-known brands such as Nike, Adidas, and Levi’s, offering a variety of discounted products. The mall is designed to look like an old-fashioned harbor, with boardwalks and water features, giving shoppers a unique shopping experience. In addition to shopping, the mall offers a range of dining options, including fast food and sit-down restaurants. It also has a cinema complex and a children’s play area, making it a great destination for families. Harbour Town is a popular shopping destination for both locals and tourists looking for bargains on high-quality products.
Pacific Fair Shopping Centre
Address: 2 Hooker Blvd, Broadbeach Waters
Pacific Fair is a large shopping centre located in Broadbeach on the Gold Coast in Queensland, Australia. The mall features over 400 stores, including luxury brands such as Louis Vuitton, Gucci, and Chanel, as well as popular fashion and lifestyle brands such as H&M, Zara, and Apple. The mall also offers a range of dining options, including cafes, restaurants, and a food court. Pacific Fair is known for its stylish and modern design, with open-air spaces, water features, and a large outdoor dining area. In addition to shopping and dining, the mall offers a range of entertainment options, including a cinema complex, a bowling alley, and an arcade. Pacific Fair is a popular shopping destination for both locals and tourists seeking a high-end shopping experience.
The area is home to several local supermarkets that cater to both residents and visitors alike.
One of the most popular supermarkets in Surfers Paradise is Coles, which is located on Surfers Paradise Boulevard. Coles is a large supermarket that offers a wide range of products, including groceries, fresh produce, meat, seafood, bakery items, and household essentials. Coles also offers a variety of specialty products, such as gluten-free and organic items.
Another popular supermarket in Surfers Paradise is Woolworths, which has locations in the Circle on Cavill Shopping Centre and Paradise Centre. Woolworths is a large supermarket that offers a similar range of products to Coles, including groceries, fresh produce, meat, seafood, and household essentials. Woolworths also offers a range of specialty products, such as vegan and vegetarian items.
For those who prefer a smaller, more local shopping experience, there are also several independent supermarkets in Surfers Paradise. These include IGA on the Gold Coast Highway . These supermarkets offer a more personal shopping experience and often stock a range of locally sourced products.
Surfers Paradise has a variety of local supermarkets to suit every shopper’s needs. Whether you are a resident or a visitor, you are sure to find a supermarket that offers everything you need for your grocery shopping.
One of the most popular pharmacies in Surfers Paradise is Chempro Chemist, which has locations across Surfers Paradise including Circle on Cavill, Chevron Renaissance and on the corner Surfers Paradise Boulevard and Trickett Street.
Another popular pharmacy in Surfers Paradise is Priceline Pharmacy, which is located on Cavill Avenue.
Chemist Locations
Chempro – Circle on Cavill
Address: Circle on Cavill Shopping Centre, 3184 Surfers Paradise Blvd, Surfers Paradise
We do not supply baby equipment however we work closely with Baby By The Beach, specifically catering to families with young children who are visiting the area. The service provides a range of baby equipment rental options and related services to make traveling with a baby or toddler as stress-free as possible.
The company offers a wide range of baby equipment rental options, including strollers, car seats, high chairs, cribs, and toys. All of the equipment is thoroughly cleaned and sanitized before delivery, ensuring a safe and hygienic experience for families. They also offer delivery and pickup services to make the rental process as convenient as possible for their customers.
In addition to equipment rental, Baby by the Beach also provides a range of other services to make traveling with a baby more manageable. These include baby food delivery, nappy (diaper) disposal, and laundry services. The company also offers baby-proofing services for accommodation, ensuring a safe environment for young children.
Located on the Gold Coast, Baby by the Beach is ideally situated for families who want to enjoy the area’s beaches and other attractions without worrying about the logistics of traveling with a baby. The service is designed to make family vacations as stress-free as possible, allowing parents to relax and enjoy their time with their children.
Baby by the Beach is an excellent option for families traveling with babies or toddlers to the Gold Coast. Their range of rental equipment, delivery and pickup services, and other related services make traveling with a young child much more manageable, ensuring that everyone can enjoy their time at the beach and beyond.
Aidacare provide a hire service for mobility equipment including shower stools and chairs
