Terms and conditions for travel and experiences

Accommodation at RACV resorts is provided by RACV directly.

Unless otherwise specified in your specific Travel Product terms and conditions, RACV Resort Booking and Cancellation policies apply to your stay at any RACV resort. 

Victorian Resorts

Cape Schanck Resort policies

Torquay Resort policies

Inverloch Resort policies

Cobram Resort policies

Healesville Country Club and Resort policies

Goldfields Resort policies
 

Queensland Resorts

Noosa Resort policies

Royal Pines Resort policies

Tasmania

Hobart Resort policies

All package prices are in Australian Dollars, inclusive of GST (where applicable).

In order to secure the package price, full payment must be made at time of booking. All package prices are correct at the time of publishing, and are subject to availability, surcharges, blackout periods, minimum night stays and seasonal variations. Final price will be displayed prior to payment and also listed on your booking documentation. 

RACV may receive remuneration through commissions, financial incentives and other means from booking or selling Travel Products and travel-related products and services on your behalf with Third Party Travel Providers and other third-party travel service providers.

Cancellation fees may apply to bookings, please refer to your booking documentation for cancellation and amendment fees (if booked by phone, details will be provided prior to payment).

Third Party Travel Providers may have different or additional conditions. Please check the package-specific terms and conditions for your Travel Product.

Full payment must be made at time of booking, You may pay by MasterCard, Visa and PayPal online.

Once booking is paid and confirmed you will receive individual travel vouchers for each component of your booking (i.e. hotel and service).

Travel vouchers must be presented at check-in and to receive each service. Identification may be required when travel vouchers are used.

Booking changes (RACV bookings):

We are unable to make changes to your booking details once your booking is confirmed. If you require a date change, You will need to cancel your booking and rebook alternative dates. Cancellation fees may apply.

If RACV needs to change any part of your booking for reasons beyond our control we will notify you. If any such changes result in your Travel Product costing more or otherwise being materially different to your original booking, then you may cancel the Travel Product and we will refund any monies already paid, less any fees charged either by us under these terms and conditions or by the Third Party Travel Providers.

Third Party Travel Providers may have different or additional conditions. Please check the package-specific terms and conditions for your Travel Product.

Refunds for Travel Products are subject to the specific Travel-Product terms and conditions that you agreed with RACV or the relevant Third-Party Travel Provider prior to completing your booking. Refunds may take up to 7 days to be received.

Third Party Travel Providers may have different or additional conditions. Please check the package-specific terms and conditions for your Travel Product.

If you wish to amend your Travel Product, we reserve the right to charge an amendment fee which will be advised at time of change. If you cancel your Travel Product altogether, you may incur a cancellation fee. The amount of this charge will vary depending on when the cancellation is made and the terms and conditions of the package or service you are cancelling.

The Third-Party Travel Provider may also charge cancellation and amendment fees as outlined in their relevant terms and conditions.

Most Third-Party Travel Providers treat name changes and route and/or itinerary alterations as FULL CANCELLATION and these can incur full cancellation charges.

Third Party Travel Providers may have different or additional conditions. Please check the package-specific terms and conditions for your Travel Product.

Travel documents include (without limitation) airline tickets, hotel vouchers, tour vouchers or any other document (whether in electronic form or otherwise) used to confirm an arrangement with a service provider (Travel Documents).

Travel Documents may be subject to certain conditions and/or restrictions including (without limitation) being non-refundable, non-date-changeable and subject to cancellation, re-issue and/or amendment fees.

All Travel Documents are non-transferable.

All airline tickets must be issued in the name of the passport/photo identity holder and some carriers will deny carriage if the name varies from the passport or photo identification provided and the booking may be cancelled.

It is your responsibility to ensure you have all required Travel Documents prior to travel. We will not be held responsible for tickets and/or documentation lost by you or a third party. Any charges associated with re-issue and re-sending of tickets and/or documentation will be at your expense. An incorrect name on a booking may result in an inability to use that booking and the booking being cancelled. Any errors in names, dates and timings on your documentation will be your responsibility. Please advise us immediately of any errors.

Nothing in these Terms and Conditions excludes any liability implied or imposed by any laws (including the Australian Consumer Law) that cannot be lawfully excluded or limited.

Where RACV can limit its liability under the Australian Consumer Law, RACV limits such liability to the following (at RACV’s option):

• in the case of goods, the replacement of the goods or the supply of equivalent goods, the repair of goods, the payment of the cost of replacing the goods or of acquiring equivalent goods; or
• in the case of services, the supplying of the services again, or the payment of the cost of having the services supplied again.

As an agent for Third Party Travel Providers, we are not liable to you for a breach of obligations by the Third-Party Travel Provider in providing you with a Travel Product.

The Third-Party Travel Provider is liable to you for a breach of obligations in providing you with the Travel Product.

Third Party Travel Providers may have different or additional conditions. Please check the package-specific terms and conditions for your Travel Product.

You warrant to us that:

• You are at least 18 years old and have the power and authority to enter into a binding contract with us and with the Third-Party Travel Providers of the Travel Products that you acquire
• You have read these Terms and Conditions and if booking for third parties, warrant that you have the authority to do so and have provided a copy of these Terms and Conditions to them.
• The information you provide us about yourself is true, accurate, current and complete (apart from any optional items) as required by any registration process
• You have read the terms and conditions of any applicable Third-Party Travel Provider and agree to be bound by those.
• You are responsible for checking the accuracy of all documents provided to you.
• You are responsible for contacting the airline at least 72 hours prior to travel to reconfirm your booking and you have accessed the Smartraveller website for any specific information about your intended destination.
• You accept that Passport/Visa and other required identification documents are your responsibility.
• You have considered acquiring comprehensive travel insurance and we are not responsible for any failure by you to acquire adequate insurance cover.
• You understand and agree that due to Covid-19, there may be restrictions in place in relation to the Travel Product you have purchased, for example, some amenities may not be available and/or social distancing rules may apply during your stay. You acknowledge that it is your responsibility to check with the Third-Party Travel Provider directly for their latest information.

These Terms and Conditions are governed by the laws of the State of Victoria and you agree to submit to the exclusive jurisdiction of the courts of the State of Victoria to determine any dispute arising out of or in connection with these terms and conditions.

We reserve the right to alter and/or update these Terms and Conditions at any time. If we make changes to any of these terms and conditions, we will post the amended terms and conditions on our website, applications, or services, which are effective upon posting. The applicable terms that apply to your package are those in effect at the time you make a booking with us.

Other third- party travel providers, such as hotel accommodation packages, transfers, attractions, experiences also have their own terms and conditions. These can be found at:

• EPS terms and conditions
• Hughes Transfers terms and conditions

RACV will also use all reasonable endeavours to advise you of any specific terms and conditions relevant to a third-party product (such as refund and cancellation conditions) at the time of booking.

We collect personal information for the following purposes: 

• assisting you with your travel plans including providing you with brochures, or to provide you with a travel quote
• to arrange bookings for travel services, including through our website and over the phone
• to manage your travel bookings and to communicate with you regarding your travel arrangements. This includes using your information to perform administrative functions such as payment, receipting, billing and handling complaints.

We also use information we collect in relation to your booking and details of your interactions with us (including online interactions) to:

1. monitor and maintain the quality of our services through quality assurance reviews and business reporting
2. conduct data analytics to help us understand your preferences, improve our products and services, our marketing and your experience with us.

The types of information we collect for these purposes include your name, contact details (such as email address, phone numbers, residential and mailing address), your date of birth of those who may be travelling with you, passport details, your RACV member number (if relevant), details of your emergency contact, your payment details, and your communications with us (such as emails and telephone calls). 

We will also collect details of any special requirements that you have and such other information as the accommodation and travel service providers and tourism operators may require to accept and complete your booking.

We usually collect information directly from you. If you provide us with personal information about another person, please make sure that you tell them about this Notice.

If you don’t provide us with the information we need, or if you provide us with incorrect or incomplete information, then we may not be able to provide our products or services to you, such as complete your travel booking or respond to your enquiry. It could also cause complications with any travel bookings you make, so it’s important to provide us with correct and complete information.

To assist you with your enquiries and to complete and administer your travel bookings, we may disclose information to accommodation and travel service providers and tourism operators as necessary to complete your booking or respond to your inquiry. You should be aware that the security arrangements for protecting personal information varies between travel service providers and tourism operators and we encourage you to check their privacy policies and privacy collection notices for information about how they handle and protect personal information. This is usually available on their websites.

Depending on your travel needs, we may use Hotelbeds PTE LTD to arrange hotel accommodation packages and other third-party travel providers to book transfers, attractions, and experiences. We also have an arrangement with the Expedia Group to arrange your travel needs. This means your personal information may be disclosed to an overseas recipient, particularly if you have booked services that will be provided overseas. We also use other service providers to provide us with technology platforms through which we manage travel bookings and assist us with support if we encounter problems.

Your information may be stored on servers located in other countries such as Singapore, Spain, United Kingdom and the USA, and disclosed to travel service providers and operators located in other countries depending on your travel destination. It’s important you’re aware that some countries may have less stringent or protective privacy laws than Australia. Where possible, we have taken steps to ensure acceptable security arrangements are in place to protect your information.

You agree that RACV and its related bodies corporate may contact you with marketing and information about their products and services, discounts, special offers, competitions and invitations to special events, for an indefinite period unless and until you opt out of receiving these communications. You agree that any contact details provided by you can be used for these communications, including to contact you by post, phone, email and SMS. If at any time you wish to opt out from receiving these communications, please let RACV know by using the “Opt Out” instructions in the RACV Privacy Charter (available at www.racv.com.au) or any opt out means provided in the communications.

Our Privacy Charter has up-to-date information about how you can get access to, and ask us to correct, your personal information. It also explains how to lodge a complaint if you’re not happy with how we’ve managed your personal information.

The company or person (other than RACV) who provides you with the Travel Product on terms and conditions agreed with you.

The service or product provided by either RACV or a Third-Party Travel Provider, for example, an airline or a hotel.

‘We’ and ‘us’ refers to Royal Automobile Club of Victoria (RACV) Limited.

Whereas ‘you’ refers to any person who acquires a travel product through RACV.