Accommodation providers

Whether you are an accommodation provider on the Gold Coast or at another popular Schoolies destination, the information and resources on this page will be useful.

The 2023 Safer Schoolies Gold Coast Response will be activated Saturday 18 – Friday 24 November.

The seven night safety response is a whole of government response that provides a suite of integrated health and support services, and initiatives aimed at enhancing the safety of school leavers and minimising disruption to the local community.

A key element of the response is the delivery of a nightly program of free activities which aim to divert school leavers from high risk behaviour and engage them in an alcohol and drug free, schoolies-only, area.

Schoolies may have booked accommodation on your property either via booking agents or through privately owned properties, or there may be some bookings that you aren't even aware of. We value the important role that you play in enhancing the safety of school leavers and ask that you help by reinforcing key safety messages and informing them of the many support services available during their stay.

The Safer Schoolies team have created a Safer Schoolies Information Guide designed to provide you with information you may need during the Safer Schoolies Gold Coast Response, including important key safety messages and information on the many support services available to school leavers during Schoolies.

Getting it right with your house rules

• Schoolies accommodation rules should be applicable for residents at all other times of the year, e.g. you should only impose noise restrictions and charge schoolies a bond if this is normal practice for all tenants, year round.
• Clearly outline your house rules and terms and conditions – at enquiry stage and prior to accepting a booking, a payment or check in. Include any cancellation fees, charges in your booking terms and conditions as well as rules regarding room inspections, visitors and balcony access.
• Reiterate the house rules to your guests upon check in and consider getting a signature of acknowledgment for your records and/or leaving a copy in the room.
• Provide third-party booking agencies with a copy of your correct, current house rules and terms and conditions, and confirm these are forwarded to all potential guests.
• Rules should state the behaviours that will result in eviction and include an eviction warning process.
• If a breach of the rules takes place, warning processes should be implemented and eviction of tenants should only happen in extreme circumstances.
• Room inspections can only occur if they are stated in your house rules and the customer has given signed consent for the inspection. A room cannot be entered without a valid and tangible reason, such as the likelihood of imminent danger to person or property, if consent is not held.
• Each apartment building should have an accessible complaint-handling and dispute-resolution process guide available for tenants.
• Retain supporting information relating to any bond deductions, e.g. diary notes, photographs, entry and exit reports or pages of an incident register.
• If there is to be a deduction to the bond, provide a written explanation of the damage done or loss incurred, and the reason for the deduction within 48 hours of the guests check out.
• Accommodation providers cannot discriminate on who the occupants are regardless of the unit owner’s preferences. If necessary, the unit owner may elect to remove their unit from the letting pool for a certain period.

Unfair rules or harsh consequences include:

• rules that only apply to young people or schoolies
• prohibit all glass from being brought in (if you need to stop tenants from bringing specific types of glass in all year round, be very specific)
• random bag or room searches without the consent of the owner
• charging guests false alarm call out fees when the fire service has not raised an invoice to the premises
• blanket statements that see a breach of any rule (irrespective of how minor or trivial) will result in eviction
• eviction of all tenants staying in an apartment for the conduct of one tenant
• imposing greater restrictions during Schoolies on the numbers of guests and times within which guests are able to visit apartments, than other times of the year
• making tenants liable for damage to common areas, irrespective of who caused the damage or in circumstances where the damage was a result of fair wear and tear
• seek to impose a charge or fee if guests are in apartments after the stipulated ‘no guests’ period
• prevent visitors from accessing public areas, such as a pool or garden
• eviction and/or notifying parents and/or the police if an underage guest is found to be under the influence of alcohol.

The Office of Fair Trading (OFT) undertakes checks to ensure resident letting agents are complying with their licensing requirements.

Dangers of lift overloading

• Lift safety poster (A4) (PDF, 1.5MB)
• Lift safety poster (A3) (PDF, 1.5MB)

In the past few years, emergency services have seen a rise in the overloading of lifts and resulting entrapments within schoolies accommodation. It is important to remember that during Schoolies, lifts will be under more stress and demand than usual and there is the real risk that there will be a lot of people in a lift at any one time.

• In the event of a lift overloading incident or entrapment, it is important for accommodation managers to take the incident seriously.
• Lift incidents can induce or aggravate existing or underlying medical conditions such as anxiety, asthma or diabetes. Guests may not have access to necessary medication. Heat related illnesses can also pose a serious risk to those entrapped.
• In the event of a lift overloading incident or entrapment, always call Triple Zero (000) as your first point of call as a precaution.

We understand that some accommodation providers are concerned about potential damage to their lift that may be caused by Emergency services arriving on scene before a lift technician however, property damage should never be prioritised over the health and wellbeing of your guests.

We encourage you to print and hang the below free lift safety poster in your lifts to raise awareness and potentially avoid any lift overloading incidents during Schoolies.

Hiring security guards

If you are considering hiring or employing security guards and/or crowd controllers it is suggested:

• the hiring is discussed and agreed to by the body corporate committee, especially the issue of how the cost of any extra security will be covered
• the security firm and individual officers are licensed appropriately. You can check a security provider’s licence on the Office of Fair Trading
• you have clearly established the role of the security officers and/or crowd controllers in both protecting the property and dealing with guests.

All security guards and/or crowd controllers should be briefed on the house rules, complaint handling and eviction procedures.

For more information visit the Office of Fair Trading or call 13 QGOV (13 74 68).

Important contacts during Schoolies

For operational updates during the Safer Schoolies Gold Coast Response, please follow us on Instagram and Facebook:

• SchooliesGC
• SaferSchooliesforParents

Get in touch

If you have any questions or require any further information, please don't hesitate to contact us:

• email SaferSchoolies@des.qld.gov.au
• call the Safer Schoolies Hotline – 13 QGOV (13 74 68) available 24 hours, 7 days a week

In case of emergency

In case of an emergency, don't risk it – always call Triple Zero (000).

We will share additional resources closer to the Safer Schoolies Gold Coast Response.

Newsletters

A community newsletter for all accommodation providers and residences in Surfers Paradise and surrounding areas including emergency contacts, road closures and other information on the Safer Schoolies Gold Coast Response.

• 2023 Safer Schoolies Gold Coast Response Newsletter: 18-24 November 2023 (PDF, 443.8KB)

Posters

Important contacts – Gold Coast

A handy one page list of key contact numbers particularly relevant during the Schoolies holiday period. Often handy to print and place behind front reception desk.

24hr emergency contacts

For accommodation providers to print and place in a prominent location within accommodation rooms/rental properties, prior to school leaver check (e.g. on the fridge or coffee table).

Lift safety

Below you will find a number of handy resources to support you, your staff and young people during the school leaver holiday period.

If you are a Gold Coast Accommodation Manager, please refer to the Gold Coast Accommodation Manager's resource page.

24hr emergency contacts

For accommodation providers to print and place in a prominent location within accommodation rooms/rental properties, prior to school leaver check in (e.g. on the fridge or coffee table).

Important contacts – Statewide

A handy one page list of key contact numbers particularly relevant during the school leaver holiday period. Often handy to print and place behind front reception desk.