Frequently Asked Questions

Q: Do you allow dogs in the park?

A: Well-behaved dogs are welcome year round on caravan and camping sites and selected cabin accommodation, including all peak period times, at the Manager's discretion. Dogs are not permitted inside any of our non pet-friendly accommodation or facilities (with the exception of registered Guide Dogs), but they are permitted on cabin balconies. Please contact us directly on 1300 559 745 to discuss your pet and travel needs.

Q: Do you allow camp fires in the park?

A: Yes, we do allow camp fires on our caravan and camping sites (local fire conditions permitting). Fires must be enclosed and off the ground in a fire pot or brazier. We have a limited number of fire pots available to hire, or you might like to bring your own. We also have firewood available for sale through Reception.

Q: What is check-in time?

A: Sites - from 11am, cabins - from 2pm

Q: What is check-out time?

A: Sites and cabins: 10am

Q: What hours is your office open?

A: Our summer reception hours are 8:30am - 7pm weekdays and 9am - 6pm weekends. Our winter reception hours are 8:30am - 6pm weekdays and 9am - 6pm weekends. These hours may be extended during peak periods. As a courtesy, please make arrangements for out-of-hours arrivals and departures with office staff prior to your stay. Guests who fail to arrive on the designated day will forfeit their payment.  There is a buzzer at reception for after hours emergencies.

Q: Do you offer and discounts?

A: Yes, BIG4 Perks+ members receive 10% off the standard rate per stay (up to $50 per stay). Plus exclusive in-park Perks to members (see here for more details). Not a BIG4 Perks+ member? Not a worry, you can sign up here, or we can do it on arrival at the park for you.

Q: What deposit or payment is required when I book?

A: A deposit or payment in full by credit card is required at the time of booking. The park will process this against your credit card and send a confirmation email. A 1.5% credit card fee applies to payments made by Visa and Mastercard. If you have made arrangements to direct deposit your payment(s), please provide your reservation number and name as a reference: BSB: 067 018 Account: 10070678. Peak period payments require full payment prior to arrival: Christmas by 1 November and Easter by 1 February. These can be paid in instalments via arrangements with reception. A credit card must be produced in the name of the person staying at the park on check-in. Any damage caused may be charged against this card.

Q: COVID-19 Flexi Booking

In compliance with the BIG4 Brand Promise & to support you during the COVID-19 situation, we’ve implemented a flexible booking policy for current and future bookings. This policy makes it easier to change your booking dates should an issue arise as a direct result of COVID-19. Guests will have the option to change the date of their booking or accept a credit valid for up to 12 months should any of the criteria, listed below, impact their planned stay:

  • You or an immediate family member tests positive for COVID-19
  • You are forced into self-isolation
  • You are awaiting the results of a COVID-19 test
  • A state or government directive is issued and means you are no longer able to travel to or from your destination

Proof in the form of a guest declaration will be required. Other documentation may also be requested by the individual park depending on the circumstances. For full terms and conditions, please refer to individual park pages.

Q: What about changes and cancellations (outside COVID-19 conditions)?

If your booking is not impacted by COVID-19 as described in the section COVID-19 Flexi-Booking our normal booking conditions apply.

Administration Fee for Cancellations: Here at BIG4 St Helens Holiday Park, we endeavour to do all we can to make your stay with us enjoyable. We understand that at times you may need to change or cancel your travel plans, so the following cancellations/changes conditions apply:

Peak Season: If a cancellation is less than 28 days prior to arrival the full payment is forfeited. If a cancellation is 28 days or more prior to arrival a $50 administration fee will apply.

Shoulder/Off-Peak: If a cancellation is less than 28 days prior to arrival the full payment is forfeited. If a cancellation is 28 days or more prior to arrival $25 administration fee will apply.

Changes to existing bookings within 28 days of arrival may be accommodated where possible and a $25 administration fee will apply.    

Q: Are there any extra fees?

A: Site Extras: $15 per adult, $10 per child (3-14 years old), per night. Cabin Extras: $22 per person, per night. Bonds: A bond payment may be requested at time of booking or check-in. This will be refunded within five days based on satisfactory inspection of the accommodation/satisfactory behaviour of the client(s)/group. Damage/Undue Cleaning: Any damage or extra cleaning as a result of your stay will result in extra charges being applied to your account and processed on your credit card.

Q:  Park Perks

Park Perks allows early check ins subject to availability and can only be confirmed on the morning of check-in.

Late check out is subject to availability and can only be confirmed on the night prior to check-out.

Free ice-cream - 1 per person per reservation (up to 4 people) to the total value of $12.

Free dog treat bag (if applicable).

Discounted firewood and fire pots are subject to availability.  Please enquire at reception for rates.

Discounted town bike hire is subject to availability.  Please enquire at reception for rates

Q: Extra Bits

Minimum stays may apply over peak season or special events.

There is no charge for children under two years of age who sleep in a cot.

Australian Standards maintain that children need to be nine years of age or above to sleep on the top bunk.  Even though it's fun, they also are not allowed to play on the top bunk.  Please make your booking with this in mind.

 

Didn't find an answer to your question here? Then please contact us.