1. Eligibility Criteria
Sargood on Collaroy has been conceptualised, designed and licenced for people living with Spinal Cord Injury (SCI) and their families. It provides specific and customised support, programs and peer to peer opportunities for people living with SCI. People living with SCI, but who are ventilator dependent, or who are deemed to have behavioural problems associated with drugs and alcohol, or through traumatic brain injury or mental health conditions, may be excluded in consideration of other paying guests and the provision of a safe working environment, for the client, staff and visitors.
2. Making a Booking
2.1 Confirmation of Eligibility – you will need to firstly confirm your eligibility by acknowledging that you agree with the eligibility criteria appearing on the Sargood on Collaroy booking page i.e. that you have a non-progressive, non-palliative spinal cord injury and that your support needs may be reasonably met a Sargood on Collaroy.
2.2 Booking Form – you must agree to provide all information necessary to assist our staff to establish your support needs during your stay at Sargood on Collaroy. This information will be collected via an online form for each and every stay, and held in confidence only for the purpose of ensuring that adequate supports can be made available during your stay. Please note that we will retain information on guest support needs to assist in future bookings a guest may have with us, however, at the specific request of the guest, we will discard the booking form after departure.
2.3 Reservation Policy – When you make a booking enquiry you will be sent a booking form (clause 2.2). When you return the completed booking form with preferred stay dates and support requirement the request will be reviewed by our staff. If we are able provide accommodation and support, and also secure funding for your preferred dates, only then will you be allocated a room in our reservation system. A guest’s care and equipment needs may dictate the room we have to allocate. If a guest’s requested room and/or room type is unavailable for the above reasons, this will be communicated before booking confirmation.
2.4 Minimum nights stay – During peak periods there are minimum night stays attached to any bookings that fall within the below dates:
- December 20th – January 31st – 5 night minimum
- Long weekend – 2 night minimum
2.5 Rates & Charges – the prices quoted to you for your accommodation, and the activities, care and programs you have selected, are based upon the information you have provided and the
assessment of your support needs made by the Sargood on Collaroy staff, in consultation with you.
Quoted rates are inclusive of all compulsory government or regulatory charges and taxes (for example GST) where applicable.
Quoted rates do not include transport to or from events or activities held externally to Sargood on Collaroy, or items of a personal nature including but not limited to laundry, telephone, taxis, room service, meals or transfers, airport taxes, unless otherwise indicated.
These prices are subject to change if:
2.5.1 A payment which is due for a booking is not received by the stated due date;
2.5.2 Any details relating to your booking are incorrect or amended, for example your dates of stay, your room type, package type, increased care needs or the number of persons staying under your booking;
2.5.3 There is a change in or imposition of a government charge, tax or levy which entitles or necessitates Sargood on Collaroy changing the price of your booking.
If the price of a booking is changed under clause 2.4.1 – 2.4.3 before your stay, you may elect to pay the new price to confirm your booking, or cancel your booking and receive a full refund, provided that such cancellation is notified within 48 hours of receiving the revised quotation.
If you are due to arrive within this 48 hour window, and you choose to cancel, then a one night fee at the original rate is payable.
2.6 Booking Confirmation – once a booking has been confirmed and accepted by you, a pre-payment of 1 night’s accommodation will be debited against your credit card/Visa or Master debit card, or via electronic funds transfer (payments by EFT must be received within 48 hours of making the reservation) – this will only apply to private paying clients. Your credit/debit card details are retained securely. If you have an outstanding account, Sargood on Collaroy reserves the right to put all future bookings on hold until the account is paid.
2.7 Funder Approval – It is the responsibility of the guest to ensure that any part of their stay for which they are seeking funding, meets the criteria of that funder. The guest is liable for any costs of services provided, that the funder will not meet.
2.7.1 icare (lifetime care/workers care) participants are required to provide Sargood on Collaroy with an approval number (RP number) and Service Approval/Purchase Order from their coordinator or case manager as part of the booking form. No reservations can be processed until this approval has been received. Sargood on Collaroy will be tracking the number of nights against the approved maximum in the Service Approval/Purchase Order. Upon check in, a credit card/Visa or Master debit card must be provided. During your stay, credit card details will be securely recorded, and the remaining balance of incidental charges must be paid before departure. In the case where a credit card/debit card cannot be provided please note that if any incidental charges or damages are not paid for, no future stay at Sargood on Collaroy will be permitted until such fees are paid.
2.7.2 NDIS Participants who are NDIA managed must ensure that any services that are engaged are covered by the NDIS and are included in their plan. Before a reservation can be made, a Service Agreement must be drawn up by Sargood on Collaroy. Once the guest signs and returns the Service Agreement to Sargood on Collaroy, a service booking will be made in the MyPlace portal and funds will be secured; at this stage, the booking is confirmed. Upon check in, a credit card/Visa or Master debit card must be provided. During your stay, credit card details will be securely recorded, and the remaining balance of incidental charges must be paid before departure. In the case where a credit card/debit card cannot be provided, please note that if any accommodation/service and incidental charges or damages are not paid for, no future stay at Sargood on Collaroy will be permitted until such fees are paid.
2.7.3 NDIS participants that have a Plan Manager, must ensure that any services that are engaged are covered by the NDIS and are included in their plan. Before a reservation can be made, a Service Agreement must be drawn up by Sargood on Collaroy. Once the guest signs and returns the Service Agreement to Sargood on Collaroy, the agreement will be sent to their nominated Plan Manager; at this stage, the booking is confirmed. An invoice will be sent on day of departure to the guest and their Plan Manager to arrange payment. In the event that a Plan Manager refuses to pay the invoice issued, the guest is still liable for any service used. Upon check in, a credit card/Visa or Master debit card must be provided. During your stay, credit card details will be securely recorded, and the remaining balance of incidental charges must be paid before departure. In the case where a credit card/debit card cannot be provided, please note that if any accommodation/service and incidental charges or damages are not paid for, no future stay at Sargood on Collaroy will be permitted until such fees are paid.
Private Paying Guests (including self-managed NDIS participants) – A pre-payment of one night’s accommodation will be debited against your credit card/Visa or Master debit card, or via electronic funds transfer (payments by EFT must be received within 48 hours of making the reservation). The balance of the accommodation or package price for your select dates is due upon check in. Self-managed participants can submit a payment request to the NDIA, one week prior to receiving the support (your short-term accommodation at Sargood). In this case, participants must have an established Service Agreement with Sargood on Collaroy, and it is the responsibility of the guest to submit this request to the NDIA, to allow sufficient time for the funds to be received, to then pay for the short-term accommodation package upon arrival.
Upon check in, a credit card/Visa or Master debit card must be provided. During your stay, credit card details will be securely recorded, and the remaining balance of any incidental or other outstanding amounts, must be paid before departure. In the case where a credit card/debit card cannot be provided, please note that if any accommodation/service and incidental charges or damages are not paid for, no future stay at Sargood on Collaroy will be permitted until such fees are paid.
3. Cancellation and Refunds
3.1 A reservation may be cancelled without charge if more than 14 days notice is given prior to the arrival date (this excludes peak periods, conferences and courses). No-shows or cancellations within 14 days of the arrival date will forfeit a one night charge. In the case of funded stays, a one night deduction will be taken from your approved nights. In the event of cancellations due to extraordinary circumstances, refunds or altered booking dates may be made, subject to adequate verification.
3.2 In the case of a shortened stay, 48 hours notice is required, or a 1 night charge will be incurred.
3.3 During peak periods, or if you are partaking in a conference or course, a full charge will be incurred for any cancellation, no-show or shortened stay.
Peak Periods include:
- December 20 – January 31 (inclusive)
- Long Weekends
- Conferences and courses
3.4 Cancellation or downgrading of Booked Package – A guest may change package level without charge if more than 14 days’ notice is given prior to their date of arrival. Within 14 days of arrival, a guest may downgrade or cancel their package, however a one-night fee of the package rate initially booked will be charged. If multiple changes are made to a guest’s package type during their stay (e.g. from Wellness and Support Package to Wellness Package), a one-night fee of the package rate initially booked will be charged per each instance a request for change is made. If a guest would like to upgrade to a care package during their stay, Sargood on Collaroy will provide this service only if there is adequate staff availability.
3.5 Therapist Cancellation policy – Sargood on Collaroy will negotiate with you, opportunities to reschedule supports/services before any cancellation fees are charged. If a scheduled appointment is cancelled within 48 hours the guest will be charged the full fee for the cancelled service. Any preparatory work conducted by a therapist leading up to a guest’s booking, will be billed in the case of cancellation. If there are unforeseen circumstances or the guest is able to produce a medical certificate, the cancellation fees may be waived.
4. Check-In and Out
4.1 Check in is from 2:00pm – 5:00pm, or later with prior notice. Guests will have to complete a guest registration form when they arrive. Your credit/debit card details will be retained securely. If you have an outstanding account, Sargood on Collaroy reserves the right to put all future bookings on hold until account is paid.
4.2 Check out is at 10:00am on the day of departure. A late checkout is subject to availability; please contact reception prior to your day of departure to arrange this.
4.3 Should a guest depart before reception hours any outstanding accounts will be charge to the pre-authorised credit card
5. Security Deposits
5.1 You must provide credit card details when you check in, and sign the guest registration form
5.2 Your credit card may be used to cover incidental items including but not limited to telephone charges, security bond or deposit for any breakages or damage incurred during your stay (including the fine for setting off the fire alarm) or cleaning charges in excess of the normal level of cleaning.
6. Special Requests
Sargood on Collaroy does not guarantee that special requests can be accommodated.
7. Maps and Images
Photos and floor plans are indicative only.
8. Travel Insurance
Sargood on Collaroy strongly recommends that at the time of booking your purchase comprehensive travel insurance to cover items including but not limited to loss off booking amount through cancellation, loss or damage to personal baggage, loss of money and medical expenses.
9. Code of Conduct
9.1 For the benefit of guests, neighbours and staff we do have a Code of Conduct to help everyone enjoy their stay. We expect respectful behaviour from all guests. With this in mind please adhere to the following:
- Refrain from using abusive language or actions
- Please follow staff direction and adhere to responsible service of alcohol
- Use or possession of illicit substances is strictly prohibited
- No alcoholic beverages are to be consumed on the outdoor terrace after 9pm
- Refrain from making noise on apartment or communal balconies after 9pm
- Wilful damage to property will incur full costs of repair, replacement, cleaning and staff time to the guest.
Guests at Sargood are entitled to quiet enjoyment of the facility. Any action that has a detrimental effect on another person or the reputation of Sargood on Collaroy may result in cancellation of your accommodation.
9.2 Sargood on Collaroy prides itself on being environmentally friendly with the aim of preserving Collaroy’s coastal beauty for future generations. Please dispose of waste and recyclables appropriately in the bins provided.
9.3 Sargood on Collaroy is committed to providing guests and staff with a 100% smoke free environment. Please assist us in providing a safe and healthy environment for all guests and staff by refraining from smoking in rooms, on terraces and on Sargood on Collaroy grounds. Please also refrain from smoking within 4 metres of all entry doors. Smoking in your apartments and terraces may incur a $200 cleaning fee, as well as a $2000 fine for setting off the fire alarm. Northern Beaches Council has made smoking on the beach or within 10m of the children’s playground, a finable offense.
10. Use of Facilities
10.1 Guests and Visitors – Accommodation rooms, once confirmed, are only for use by designated guests and their nominated visitors/carers at the time of booking. By prior arrangement, additional cots may be provided to accommodate children, other family members, although an additional charge may be incurred.
10.2 Gymnasium – Access to Sargood on Collaroy’s Gymnasium is included in a guest’s stay, between 8am and 8pm. Please note that our gymnasium is not always staffed so by
accessing the gym independently you are doing so at your own risk. Please see clause 13, 14 and 15 for information regarding medical clearance and liability.
10.3 Recreational equipment – Access to adaptive recreational equipment is included in a guest’s stay. Please see Clause 11 and 12 for information regarding hiring of equipment and duty to reimburse for damage or loss.
10.4 We invite External Therapists, Case Managers/Coordinators and Suppliers to see guests onsite, however we reserve the right to deny entry to any individual or business onto the premise at any time. Sargood on Collaroy have the right to ask to site insurance certificates and appropriate evidence of competency at any time.
10.4.1 All services must be delivered in a guest’s room.
10.4.2 If the service cannot be delivered in the guest’s room the Therapist, Case Manager/Coordinator or Supplier must book the treatment room. As part of the booking you will have access to a double plinth, hoist and linen. The cost of booking the room is $20 / hour.
10.4.3 Please note that other communal spaces at Sargood on Collaroy, including the gym, are not to be used by External Therapists, Case Managers/Coordinators and Suppliers.
11. Assistance Animals
11.1 Sargood on Collaroy is happy to accommodate guests travelling with an assistance animal. If you have an assistance animal, and are visiting from another state, please note that you will still need to follow the Sargood on Collaroy policy, which adheres to NSW law as stated by the Office of Local Government (click here for more details).
11.2 Sargood on Collaroy requires proof of accreditation before allowing an animal to accompany a guest. Any guest bringing an animal without the proper accreditation, will be required to arrange alternate housing for the animal during your stay at Sargood on Collaroy.
11.3 A requirement of councils before issuing an accreditation for an assistance animal, is: “that your animal is trained to meet standards of hygiene and behaviour appropriate for an animal in a public place.” As Sargood on Collaroy is a hotel that accommodates other paying guests, including those that may also have Assistance Animals, it is important this council requirement is adhered to at Sargood on Collaroy. This means:
- your assistance animal must not urinate or defecate anywhere inside the building. They must be taken outside, and all faeces removed and placed in a rubbish bin after being sealed in a plastic bag (Sargood on Collaroy can assist with this).
- only animal water and food bowls are to be used for your assistance animal. Sargood on Collaroy has some available upon request.
- your assistance animal must not cause harm to another person, animal or property.
- your assistance animal must not disturb other guests by causing noise such as barking or scratching.
- your assistance animal must not sleep on beds, couches or furniture in the guest room or common areas. You may bring a clean animal bed, or ask staff if one is available to borrow. This is important for the sake of other guests that will use the property and may have allergies. Specific rooms may be allocated for those with assistance animals to aid in the comfort of others.
11.4 It is unlawful to impose a charge on a person to enter a place open to, or used by the public, only because the person is accompanied by an assistance animal unless:
- it is reasonably necessary to supply additional accommodation for the animal and a reasonable charge is applied for that accommodation; OR
- the owner, or person in charge, of the place reasonably incurs additional expense because the animal is present, the charge is reasonable in the circumstances and is charged to compensate for the expense.
This means any cost incurred by Sargood on Collaroy as a result of additional cleaning, property replacement or any other damages caused physically or to our reputation, due to this policy not being adhered to, will be passed onto the guest with the accompanying assistance animal.
12. Equipment hire policy
General Conditions of Use
12.1 All bookings and enquiries are to be made through Reception at Sargood on Collaroy between the hours of 9am-5pm 02 8597 0600.
12.2 If assistance is required to transfer in or out of the equipment booking must be made for assistance at the same time as booking the equipment.
12.3 Cost of hiring equipment is included in the price of the guest’s accommodation and Club Sargood memberships.
12.4 You can hire equipment for 1 hour per day subject to availability between 9am – 5pm.
12.5 Sargood on Collaroy has insurance for public liability/risk and any other matters relevant to the purpose for which the equipment will be used; to the value of $50,000,000.
12.6 The transportation of equipment to other locations is the responsibility of the hirer, who must ensure that the handling of the equipment is undertaken with due care.
12.7 Sargood on Collaroy will not be responsible for any costs associated with the set-up, removal or transport of the equipment.
12.8 Persons are not permitted to make any alterations or additions to Sargood on Collaroy’s equipment.
12.9 The hirer is not authorised to sub-hire or loan Sargood on Collaroy’s equipment to any other group during the term of the hire agreement.
12.10 The hirer must have completed the ‘Hiring of equipment Procedure’ and have been approved to use equipment.
12.11 At Sargood on Collaroy’s reasonable demand the hirer must pay for any damage to the facility and/or equipment or other items supplied by Sargood on Collaroy, which at any time may be found to be missing, damaged or damaged beyond repair or destroyed. Please note that the cost of equipment varies up to $30,000.
12.12 When taking the piece of equipment Guest must sign the equipment hire agreement and then sign it again with reception upon return.
Responsibilities of Sargood On Collaroy
12.13 Sargood on Collaroy reserves the right to deny a request to hire.
12.14 A register of bookings for equipment will be maintained by Sargood on Collaroy
12.15 Sargood on Collaroy will provide instruction and assure that hirer completes the Hiring of Equipment Procedure before using equipment.
12.16 Sargood on Collaroy will undertake an inspection of equipment prior and post the hire period.
12.17 In the event of damage to equipment being identified post hire Sargood on Collaroy will provide the hirer with details of the findings and the costs for repair or replacement of the equipment.
12.18 Sargood on Collaroy are responsible for the general maintenance of all equipment.
13. Medical Consent
Medical history forms will be filled out during the booking procedure. We advise all guests to check with their treating physician that they are fit to participate in activities that are run at Sargood on Collaroy. By signing this agreement, you are declaring that you have been given clearance from your GP or specialist to participate in recreational and gym activities. The therapist reserves the right to ask the client to have a bone density check and/or have written clearance from their treating physician before participating in the activity.
14. Risk Warning
You acknowledge and agree that your participation in any exercise, recreation, sport or training activity organised by us is an activity which is subject to risks. These risks include death, serious injury or illness due to:
- over exertion;
- aggravation of previous or existing illnesses or injuries;
- incorrect use of equipment;
- incorrect technique in performing exercises;
- undertaking exercises which are inappropriate for your particular physique, strength or ability level; and
- accidents with equipment or other users of the facilities at Sargood
15. Liability and waiver
By acknowledging that you agree to our terms and conditions, you are agreeing that:
- You have read the above risk warning; and
- You are aware that the gym activities are recreational activities can be dangerous, accept that there is a degree of risk and acknowledge that you participate in the gym and recreation activities at your own risk, whether at Sargood or at another location.
- You release us, our agents and servants, and all other parties associated with organising the gym and recreational activities from any responsibility or legal liability associated with your presence at and participation in the activities, whether at Sargood On Collaroy or at another location. To the extent that the Competition and Consumer Act 2010 (Cth) applies this release is limited to responsibility and legal liability for death or personal injury and does not apply to significant personal injury caused by reckless conduct by us.
16.1 Guests are encouraged and enabled to provide a range of feedback, including complaints, concerns, suggestions and compliments about Sargood on Collaroy’s services. Complaints can be made in person at the Concierge Desk, or via email to email@example.com, or in the online feedback form sent to guests after departure.
16.2 Management of a complaint provides the opportunity for complainants to have their issues resolved effectively and ensures that any identified risks are managed appropriately and that action is taken to minimise or eliminate those risks.
16.3 Feedback enables Royal Rehab to respond to the needs of consumers and review and improve the quality and delivery of services. Aggregated feedback and complaint data is used to implement quality improvement activities.
17. Liquor Licence
17.1 Sargood on Collaroy is a licenced venue. We may provide in-room alcohol to guests 18 years and over, between midday and 11pm each day, with charges added to your room account for payment upon departure. Tray service may be offered within the common areas of the property, however service and consumption must cease by 9pm in outdoor areas, and by midnight in indoor areas. Our staff must adhere to Responsible Service of Alcohol laws; and we ask that no offence to be taken if service is refused.
17.2 BYO alcohol is not allowed at Sargood on Collaroy.
18. Food and Dining
18.1 All guest rooms have a kitchenette for guests to arrange meals themselves, or have our Guest Attendants assist in meal preparation, if that service has been purchased.
18.2 A communal kitchen is available to all guests, and is located on Level 2. All items in this kitchen may be used by guests, provided items are returned to the place in which they were found.
18.3 Guests are expected to clean any mess they leave after using the communal kitchen.
18.4 Meals from local cafés and restaurants may be ordered for delivery or collection by Sargood on Collaroy staff upon request.
18.5 A limited menu may be available for food prepared on site.
18.6 Prior to a guest stay, grocery orders may be placed at the guest’s expense. Reception staff can offer assistance is arranging this service, and a surcharge may be incurred.
19. Media Consent
Sargood on Collaroy, from time to time, would like to share our guests’ experiences to show what is possible at Sargood on Collaroy and to encourage others in a similar situation to visit. We would share these images using various media, including but not limited to social media and print, only with your consent.
Media consent is either gained by signing the agreement on the booking form or by signing a Media Consent Form.
20.1 Guests are entitled to their privacy, and Sargood on Collaroy will make every effort to protect the right to privacy.
20.2 Guest personal details will not be shared with third parties, unless in direct relation to a service booked by Sargood on Collaroy staff for the guest.
20.3 Credit card details will be retained securely. Payments can be made in person, or over the phone with card numbers entered directly into the EFTPOS terminal.
20.4 At the guest’s request only, any notes related to their stay to be deleted upon checkout. If no request is made, notes will be retained for assistance in future bookings.