Booking Terms & Conditions
VOYAGES INDIGENOUS TOURISM AUSTRALIA
GENERAL BOOKING TERMS AND CONDITIONS - AYERS ROCK RESORT
Effective for bookings made on and from 8 November 2023 (AEST)
1.1 These Terms and Conditions apply to all individual and small group bookings (being bookings of 9 or less rooms, cabins or campsites) made direct with Voyages for stays at Ayers Rock Resort. Different terms and conditions apply to bookings for 10 or more rooms, campsites cabins and can be provided on request. These Terms and Conditions do not apply to bookings made through a third party travel agent or tour operator. If you have made a booking through a third party travel agent or tour operator then that travel agent’s or tour operator’s terms and conditions will apply to your booking.
1.2 These Terms and Conditions are effective as at the date specified above and may be amended or supplemented by Voyages from time to time. The Terms and Conditions applicable to your booking are those that are current at the time a booking is made.
1.3 Promotional deals, packages and special events offered or arranged by Voyages may be subject to special terms and conditions (Special Conditions) These Special Conditions will be made available to you at the time you make your booking. To the extent of any inconsistency between the Special Conditions and these Terms and Conditions, the Special Conditions will prevail to the extent of the inconsistency in relation to the specific deal, package or event.
1.4 Voyages operates Ayers Rock Resort together with Sounds of Silence, Tali Wiru, Wintjiri Wiru Sunset Dinner, Wintjiri Wiru After Dark and Sunrise Reflections, Wintjiri Wiru Twilight, Desert Awakenings, A Night at Field of Light, Field of Light Star Pass, Field of Light General Admission, GoCA private art tours, Outback Sky Journeys, and any other experiences or tours operated by Voyages from time to time ('Voyages Experiences') but excluding any third party operated experiences or tours.
1.5 Voyages also acts as a booking agent for some independent third party suppliers located at Ayers Rock Resort ('Third Party Suppliers'), whose services and products may be booked through Voyages. As a booking agent for the Third Party Suppliers, Voyages may receive commission from those Third Party Suppliers for any bookings for Third Party Supplier products and services made by you through Voyages.
1.6 All prices quoted are in Australian Dollars. Voyages accepts no responsibility for any differences in currency exchange rates or refunds relating to currency exchange fluctuations.
1.7 “Us, we, our, Voyages” all mean Voyages Indigenous Tourism Australia Pty Ltd (ACN 146 782 591). “You, your” means the person who is making a booking.
2.1 You warrant to us that: (a) you are 18 years old and have the power and authority to enter into a binding contract with us; (b) the information you provide us about yourself and any other person included in the booking is true, accurate, current and complete as required by any registration process; and (c) you will promptly notify us of changes to this information.
2.2 You (as the person making the booking) are deemed to have accepted these Terms and Conditions on behalf of all persons included in the booking. It is your responsibility to read and understand these Terms and Conditions and to ensure other persons on whose behalf you make the booking read and understand them.
2.3 If you are making a booking on behalf of another person(s), you must provide Voyages with the contact details for the person(s) named in the booking. Voyages reserves the right to cancel the booking if such contact details are not provided or do not accurately reflect the person(s) named in the booking at the time the booking is made.
2.4 To the extent permitted by law, all conditions, warranties, guarantees, rights, remedies, liabilities and other terms implied or conferred by statute or the general law that impose any liability or obligation on Voyages are excluded under these Terms and Conditions. Nothing contained in these Terms and Conditions excludes, restricts or modifies the application of any provision, the exercise of any right or remedy, or the imposition of any liability which cannot be excluded under the Australian Consumer Law.
2.5 These Terms and Conditions are governed by the laws of New South Wales, Australia.
2.7 Voyages is not responsible for any liability, expense or loss arising out of any occurrences or events beyond Voyages' control, including (without limitation) acts of terrorism, war, civil disorder, embargo, strikes or industrial disputes, flight delays, natural disasters, weather conditions, epidemic, pandemic or any other type of public health emergency, crisis event, changes in law, or Government regulations, directives or declarations (such as Government imposed travel restrictions).
3. HOTEL ACCOMMODATION BOOKINGS
3.1 In order to confirm your booking you must provide us with the details of a valid credit card at the time of booking. By providing us with your credit card details, you authorise us to charge the credit card provided as follows:
(a) For flexible rate bookings: Your credit card will be charged the full amount of your accommodation booking at the time of check-in;
(b) For non-refundable rate bookings: Your credit card will be charged will be charged the full amount of your accommodation booking at the time of booking; and
(c) Any cancellation fees incurred under these Terms and Conditions.
3.2 A failure by you to make full payment for your booking at the required time may result in your booking being cancelled.
3.3 For small group bookings, arrival and departure details must be supplied to us no later than 7 days prior to arrival, or supplied at time of booking if the booking is made less than 7 days from the date of arrival.
4. ACCOMMODATION CANCELLATION POLICY
4.1 Flexible Rate Bookings: If you cancel or modify your booking and your cancellation notice is received by us:
(a) more than 7 days prior to your scheduled check-in date, we will not charge you a cancellation fee; and
(b) 7 days or less prior to your scheduled check-in date, we will charge your credit card a cancellation fee equal to 100% of your total accommodation booking value.
4.2 Non-Refundable Rate Bookings: If you cancel or modify your booking and your cancellation notice is received by us at any time prior to your scheduled check-in date, we will retain 100% of the total booking value held by us at the time of booking. No additional cancellation fee will be charged.
4.3 All cancellation notices must be provided to us via the following contact methods: 1300 134 044; or sent to us in writing by letter or an email to [email protected] and will only become effective when received by us.
4.4 If you do not show up on your scheduled check-in date or depart early after the check-in date for your own personal reasons, the terms of clause 4.1(b) will apply for flexible rate bookings and terms of clause 4.2 will apply for non-refundable rate bookings.
5. AYERS ROCK CAMPGROUND BOOKINGS
5.1. All campground bookings require payment of 100% of the total booking value at the time of booking.
5.2. If you wish to cancel or modify your booking you must notify us in writing to [email protected]
(a) Cancellations received more than 7 days prior to your scheduled check-in date - a refund of any payments made by you for the booking will be provided.
(b) Cancellations received 7 days or less prior to your scheduled check-in date - a cancellation fee equivalent to 100% of the total booking value will be imposed and any payment made by you for the booking will be retained by us in payment of the cancellation fee.
5.3. No refunds will be provided in the event you do not show up on your scheduled check-in date or you depart early for your own personal reasons.
6. PHOTOGRAPHIC IDENTIFICATION AND SECURITY ON ARRIVAL
6.1 You will be asked to provide government issued photographic identification upon your check-in at Ayers Rock Resort and Ayers Rock Campground for ID verification purposes.
6.2 You will need to provide a credit card authorisation when you check-in. This authorisation may be used to cover incidental charges including (without limitation) telephone charges, mini bar charges, room service charges, security bond or deposit for any breakages, damage or cleaning charges in excess of the normal level of cleaning incurred during your stay. Please note that Ayers Rock Resort no longer accepts cash as a form of payment.
6.3 Ayers Rock Campground guests will also need to provide vehicle registration details at time of check in.
7. CHILD POLICY
(a) For accommodation (other than Outback Hotel & Lodge): Children 15 years and under at time of check-in stay free when using existing bedding at accommodation at Ayers Rock Resort other than Outback Hotel & Lodge. Extra person rate applies for additional rollaway beds. When only one adult is travelling with children, the sole use adult rate will apply to the booking.
(b) For Outback Hotel & Lodge accommodation: Children 15 years and under at time of check-in stay free in existing Standard and Family Rooms only at the Outback Hotel & Lodge. Extra person charge applies for a rollaway bed in Standard Rooms. Rollaway beds are not applicable for Family Rooms or Dormitory accommodation. The following restrictions apply to Dormitory accommodation:
(i) 20 bed dormitories and 4 bed dormitories only permitted to be occupied by persons aged at least 18 years old and over; and
(ii) 4 bed dormitories are permitted to be occupied by persons aged under 18 years only if accompanied by an adult (person aged 18 years old and over) providing all 4 beds in the four bed dormitory are reserved and occupied by persons under one booking.
(a) Buffet breakfast: Children 4 years and under at time of check-in, who is accompanied by a full paying adult, may enjoy a free buffet breakfast at buffet breakfast restaurants. Children 5-15 years receive reduced breakfast price. A maximum of one (1) child per full paying adult applies.
(b) Lunch and dinner: Specially priced children's menus are available at selected restaurants for lunch and dinner.
(c) Children must be accompanied by an adult at all restaurants.
7.3 Voyages Experiences
(a) Field of Light General Admission: Children, 1 year and under at time of check-in, are not catered for. The child rate applies for ages 2 to 15 years.
(b) Desert Awakenings/Field of Light Star Pass/Wintjiri Wiru Sunset Dinner/Wintjiri Wiru After Dark/Wintjiri Wiru Twilight/Sunrise Reflections: Children, 4 years and under at time of check-in, are not catered for. The child rate applies for ages 5 to 15 years.
(c) Sounds of Silence/A Night at Field of Light: Children, 9 years and under at time of check-in, are not catered for. The child rate applies for ages 10 to 15 years.
(d) Tali Wiru: Children, 15 years and under at time of check-in, are not catered for.
(e) Other tours: For tours not listed above, the child rate applies to children 15 years and under at time of check-in.
7.4 Use of swimming pools
Minors or infants may only use the hotel and campground swimming pools if they are toilet trained and under their parent's or guardian's supervision at all times. No infant or minor is permitted to enter the hotel swimming pools wearing nappies including swimming nappies.
8. VOYAGES EXPERIENCES BOOKINGS
8.1 All prices quoted for Voyages Experiences are per person prices and include GST.
8.2 National Park entry fees and other government charges (except for GST) are excluded from the quoted prices. An Uluru-Kata Tjuta National Park Pass for each person will be required for any Voyages Experience that enters the Uluru-Kata Tjuta National Park. The Uluru-Kata Tjuta National Park Passes can be purchased online on Parks Australia's website at https://book.parksaustralia.gov.au/passes/uluru/. You will need to purchase these passes prior to the date of the relevant Voyages Experience.
8.3 All bookings for exclusive or bespoke Voyages Experiences are governed by separate terms and conditions, which will be provided upon request.
8.4 To reserve a place on any Voyages Experience at Ayers Rock Resort, you can choose to pay at the time of booking, or pay later. If you opt to pay later, a credit card will be required to secure your booking. No payment will be taken at the time of booking. Payment will be made at check-in.
8.5 Voyages makes every effort to operate the Voyages Experiences as advertised. However, itineraries may need to be changed at short notice due to weather conditions, accessibility issues or other events beyond Voyages' control.
8.6 If Voyages is unable to provide a Voyages Experience that is equivalent to the advertised itinerary due to events beyond Voyages' control, Voyages will offer you the choice of:
(a) rebooking the same Voyages Experience for another day;
(b) an alternative Voyages Experience that is equivalent to the advertised itinerary of the booked Voyages Experience in all material aspects; or
(c) receiving a refund for the Voyages Experience less any reasonable expenses incurred by us or services (e.g. food and beverage) already consumed by you or any person included in the booking.
8.7 Due to their nature and location, participation in certain Voyages Experiences may require a minimum level of fitness or physical capability. This may include (without limitation) the ability to navigate stairs while boarding and alighting from a bus, ascending and descending from dune tops of varying heights via pedestrian access, walking some distance on walking tracks and being outdoors for an extended period of time in hot weather conditions. Any specific fitness or physical capability requirements may be published on our website or otherwise notified to you at the time of booking ('Minimum Participation Requirement'). By booking a Voyages Experience, you warrant and represent that you and any person included in the booking satisfy the Minimum Participation Requirements published or notified to you. Voyages reserves the right to deny a person participation in a Voyages Experience if Voyages (acting through its authorised tour leader) reasonably determines that the person does not meet the Minimum Participation Requirements and that person's participation in the Voyages Experience poses a health and safety risk.
8.8 During a Voyages Experience, you may enter areas that require certain safety precautions or are of cultural significance. By booking and participating in a Voyages Experience, you and any person included in the booking agree to comply with;
(a) the reasonable directions of the tour leader in relation to (without limitation) matters affecting or likely to affect the safety or wellbeing of any participants in the Voyages Experience or matters concerning the cultural significance of a site; and
(b) all local laws and customs (including those of cultural significance) that you and any person included in the booking are informed of by the tour leader.
The tour leader may direct a participant to leave a Voyages Experience and no refund will be provided if:
(a) their actions or conduct or are likely to affect their safety or wellbeing or the safety or wellbeing of other participants
(b) they cause damage to any site of cultural significance; or
(c) they commit a material breach of any local laws or customs
8.9 Certain Voyages Experiences are suitable for children provided they are accompanied by a parent or guardian for the duration of the Voyages Experiences. Parents and guardians are responsible for ensuring that children participating in a Voyages Experience are under their supervision at all times for the duration of the Voyages Experience.
8.10 The following Voyages Experiences cannot accommodate children:
(a) Wintjiri Wiru Sunset Dinner, Wintjiri Wiru After Dark, Wintjiri Wiru Twilight, Sunrise Reflections, Desert Awakenings and Outback Sky Journeys - children aged 4 years and under are not permitted;
(b) Tali Wiru - children aged 15 years and under are not permitted; and
(c) Sounds of Silence - children aged 9 years and under are not permitted.
9. VOYAGES EXPERIENCES CANCELLATION POLICY
9.1 If you cancel a booking for a Voyages Experience, the following cancellation fees will apply:
(a) if your cancellation notice is received by us more than 7 days prior to the scheduled date for the Voyages Experience, we will not charge a cancellation fee; and
(b) if your cancellation notice is received by us 7 days or less prior to the scheduled date for the Voyages Experience, we will charge you 100% of the cost of the Voyages Experience per person.
9.2 All cancellation notices must be provided to us via the following contact methods: 1300 134 044; or sent to us in writing to email address - [email protected] and will only become effective when received by us. You authorise us to charge the cancellation fee to the credit card provided at the time of booking.
10. PRODUCTS OFFERED BY THIRD PARTY SUPPLIERS
10.1 Certain products and services you are able to book through us are provided by Third Party Suppliers who are independent of Voyages.
10.2 Products offered by Third Party Suppliers will be subject to separate terms and conditions, which will be notified to you at the time you make your booking.
10.3 You may be required to contact a Third Party Supplier directly to arrange for pick-up/drop-off times, appointments or other services which form part of your booking. Any requirements for you to contact the Third Party Supplier directly will be specified at the time of booking.
10.4 The Third Party Supplier is solely responsible for the product or service it is providing you and is liable for any breach by it of its obligations in respect of that product or service. Voyages is not liable to you for any breach by the Third Party Supplier of its obligations regarding any product or service it is providing you.
11. PUBLISHED RATES & PAYMENT
11.1 All quoted rates on our website, advertisements or brochures are subject to change at any time until the booking is confirmed. Some rates which are quoted are only valid for a minimum number of nights and if the number of nights included in your booking changes the rate may also change.
11.2 Payments made by credit card will incur a merchant service fee in addition to the total amount payable. All relevant merchant fees will be disclosed at time of booking.
12. BEST PRICE GUARANTEE
12.1 When you make your booking direct with us, we guarantee the lowest rate available on the date your booking is made (Best Price Guarantee).
12.2 If you find a lower publicly available rate offered by a third party on the same date your booking is made for the same hotel, same travel dates, same room type and same occupancy as those of your booking, we will match the lower price upon presentation of satisfactory evidence being provided.
12.3 The Best Price Guarantee does not apply to special rates offered by us as part of any sales or promotions after the date your booking is made, rates available only to members of any loyalty or other types of programs, government rates, group booking rates and rates which cannot be independently verified by us.
13. IMAGES AND MAPS
13.1 Any maps and photographs of the destination are indicative only.
13.2 Actual rooms occupied may vary in décor and inclusions from those shown in any photographs.
14. GUEST CONDUCT POLICY
14.1 A Guest Conduct Policy applies at Ayers Rock Resort and including Ayers Rock Campground. By agreeing to these Terms and Conditions, you also agree to comply with the Guest Conduct Policy as notified to you or as may be published on our website https://www.ayersrockresort.com.au/terms-and-conditions/guest-conduct from time to time.
14.2 In addition to the Guest Conduct Policy, you and your party must at all times comply with all rules, procedures and policies that apply to the Ayers Rock Resort and Ayers Rock Campground (if applicable) and notified to you by Voyages or any of its staff from time to time (whether verbally, on signage placed around Ayers Rock Resort or Ayers Rock Campground, via email or published on our website www.ayersrockresort.com.au.
15. PRE-ARRIVAL EMAIL COMMUNICATIONS
15.1 By agreeing to these Terms and Conditions, you consent to Voyages sending you pre-arrival email communications using the email that you provide with your booking. These pre-arrival emails will contain information relevant to your stay at Ayers Rock Resort or Ayers Rock Campground (such as check-in requirements) and may include marketing and promotional material about Ayers Rock Resort. You can opt-out of receiving these pre-arrival emails at any time by clicking on the unsubscribe link in the emails.
16. MAKING A COMPLAINT
16.1 In the unlikely event that you wish to make a complaint during your stay and to ensure that we are given the opportunity to resolve the issue, you must immediately notify the reception staff of the hotel or campground where you are staying of your complaint. If your complaint relates to a service which is provided by a Third Party Supplier then you will need to direct your complaint to the relevant Third Party Supplier. If a problem cannot be resolved to your satisfaction during your stay and you wish to follow this up, you may write to us on your return to the following address:
Voyages Travel Centre, GPO BOX 3589 Sydney NSW 2001 Australia or email us at: [email protected]
16.2 You must provide your booking reference number and full details of your complaint within 14 days from the last night of your stay at Ayers Rock Resort. We will only accept complaints from the person who made booking. If your complaint is written on behalf of other members of your travelling party, their full names and booking reference numbers must be clearly stated in the correspondence together with their authority for you to handle the complaint on their behalf. If you made your booking through a travel agent or tour operator then all communications regarding your complaint must go through that travel agent or tour operator.