Accommodation providers

Accommodation providers on the Gold Coast and other popular Schoolies destinations can benefit from the following tips and resources to ensure a smooth and enjoyable experience for providers and school leavers.

The Safer Schoolies Gold Coast Response is a coordinated whole-of-government response providing a range of integrated support services and initiatives designed to prioritise the safety of school leavers while minimising disruption to the local community over seven nights.

A central feature of the response is a nightly schedule of free activities specifically created to steer school leavers from high-risk behaviour and engage them in an alcohol-free and drug-free, Schoolies-only zone.

School leavers 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.

Getting it right with your house rules

• Schoolies accommodation rules should be applicable for residents at all other times of the year. For example, you should only impose noise restrictions and charge school leavers 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, taking payment or check in. Include any cancellation fees, charges in your booking terms and conditions, as well as rules about 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 guest's 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 school leavers
• prohibiting all glass from being brought in (if you need to stop tenants from bringing specific types of glass in 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 1 tenant
• imposing greater restrictions during Schoolies on the numbers of guests and times within which guests can visit apartments
• 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
• imposing a charge or fee if guests are in apartments after the stipulated ‘no guests’ time period
• preventing 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

In trecent years, emergency services have seen a rise in the overloading of lifts and resulting entrapments within Schoolies accommodation.

During Schoolies, lifts experience higher than usual demand and stress, increasing the likelihood of overcrowding

Accommodation managers must  take any lift overcrowding incidents or entrapments seriously to ensure the safety and wellbeing of school leavers.

Lift incidents can induce or aggravate existing or underlying medical conditions, such as:

• anxiety
• asthma
• panic attacks
• diabetes.

Guests may not have access to necessary medication and heat-related illnesses can also pose a serious risk to those entrapped.

If a lift overloading incident or entrapment happens, always call Triple Zero (000) in the first instance 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 the free lift safety poster and place 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

Find a list of relevant key contact numbers at Support; it's a good idea to print them and place behind front reception desk for easy access.

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

In case of emergency

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

Newsletters

The Safer Schoolies Community Newsletter is distributed to all accommodation providers and residences in Surfers Paradise and surrounding areas prior to the response.  This includes:

• emergency contacts
• road closures
• information on the Safer Schoolies Gold Coast Response.

Resources

Handy resources to support you, your staff and young people during the school leaver holiday period.

• Lift safety poster (A4) (PDF, 1565.82 KB)
• Lift safety poster (A3) (PDF, 1565.81 KB)