Compendium

+61 7 5595 6666

Welcome

HIDDEN
WELCOME

A very warm welcome to Turtle Beach Resort

Located in the heart of Mermaid Beach, our self-contained apartments provide an ideal family holiday destination on the beautiful Gold Coast. Enjoy your stay as you relax in family-friendly accommodation, with unparalleled facilities and activities to keep the kids entertained.

This guide contains information on services and facilities available within our resort, as well as local information on the Gold Coast area.

While you relax here at Turtle, we suggest you take time to experience some of the local attractions, restaurants and world-class beaches.

It is a pleasure to have you stay with us at Turtle Beach and we all hope you have an enjoyable and comfortable stay.

If there is anything we can do to assist and make your stay even better, please don’t hesitate to contact us on +617 5595 6666

– The Team at Turtle Beach Resort

RECEPTION HOURS

Reception is attended from:

  • Sunday to Thursday: 7:00am – 7:00pm
  • Friday to Saturday: 7:00am – 9:00pm

*Public Holidays subject to change*

If you are departing outside office hours, please settle your account the day prior. We accept Mastercard and Visa. Cheques are not accepted. All transactions must be carried out during office hours.

Management reserves the right to enter your apartment for cleaning, maintenance, and inspection.

CHECK-IN / CHECK-OUT

Check in time is from 3:00pm. Please see our reception open hours and if you will arrive outside these hours, please contact us to make arrangements prior to arrival.

Check out time is 10:00am. Please return keys to reception when checking out.

Guests departing outside office hours are asked to leave their key(s) in the after-hours key drop box located on the reception.

Please note that we have a luggage room available so that you can leave your bags on arrival or departure.

Please ensure all dishes are washed, dried and put away. All rubbish is to be removed from the apartment and disposed of in the bins located within the carpark. This includes any leftover food or drinks from the cupboard and fridge. Additional fees may apply should excess rubbish be left in your apartment. Failure to return all issued key cards at checkout will incur a replacement fee on your account.

CAR PARKING

Undercover security car parking is offered complimentary for all our guests. Each unit is allocated one carpark and is signed with the corresponding unit i.e. ‘UNIT 1’.

Please note our car park has a maximum height clearance of 2.05 meters.

Should your vehicle be oversize, please see Guest Services who will assist with alternative parking.

KEYS

You will need to use your resort key to gain entry to all areas of the resort. We recommend you keep your valuables secure and keep your apartment and vehicle locked at all times.

PLEASE NOTE: If keys are lost, please contact Reception so that a replacement set can be arranged. A $10 deposit will be required for your key, once the key is returned, this will be refunded.

RESORT MAP

MAINTENANCE NOTICES

For all maintenance notices, please click HERE.

Local Area

HIDDEN
ATM / POST OFFICE

Nearest ATM is located at 2375 Gold Coast Hwy, Mermaid Beach – inside Night Owl Convenience

The nearest post office is located at 2453 Gold Coast Hwy, Mermaid Beach – Australia Post.

CINEMAS

The nearest cinemas are Event Cinemas located in Pacific Fair Shopping Centre. CLICK HERE to see session times.

DOCTOR
EXPERIENCES

For great prices on local tours & experiences, we recommend ExperienceOz, where you can view prices and book instantly online.

LOCAL RESTAURANTS

Bam Bam Bakehouse

Cuisine: Breakfast & lunch
Location: Mermaid Beach

The Milkman’s Daughter

Cuisine: Cafe
Location: Mermaid Beach

Rafiki Cafe

Cuisine: Coffee Shop
Location: Mermaid Beach

Romanas Italian Restaurant

Cuisine: Italian
Location: Mermaid Beach

Mermaid Beach Surf Club

Cuisine: Family (with playground)
Location: Mermaid Beach

Mermaid Waters Hotel

Cuisine: Family (with playground)
Location: Mermaid Waters

More Thai

Cuisine: Thai
Location: Mermaid Beach

Chut & Co Cafe

Cuisine: Cafe
Location: Mermaid Beach

Little Truffle

Cuisine: Fine Modern Australian
Location: Mermaid Beach

MARKETS
MASSAGE / WELLBEING
PHARMACY
PUBLIC TRANSPORT

There is a tram stop conveniently located right outside the resort; this will take you South to Burleigh Heads or North to Helensvale. Trams run every 7 – 30 minutes, depending on the time of day. For more information, click here.

The Gold Coast taxi number is 131 008, if calling from your room phone remember to dial 0 for an outside line first (local call charge applies).

Guest Services can also book a taxi service for you (dial 9).

SHOPPING

For grocery shopping, we suggest Mermaid Plaza ‘Woolworths’ supermarket, which is a 2 minute walk from Turtle Beach Resort.

Opening hours are:

• Monday to Friday 6:00am – 10:00pm
• Saturday 7:00am – 10:00pm
• Sunday 8:00am – 8:00pm.

Pacific Fair Shopping Centre is located on the other side of the Gold Coast Highway; there you will find over 400 specialty stores including Myer, Kmart, Coles and Target.

There is also Robina Town Centre, Harbour Town and Australia Fair within driving distance.

Brochures are available at Guest Services.

Apartment Info

HIDDEN
ANIMALS
No animals of any kind are permitted within the complex without the prior approval of the Body Corporate. Guests who bring animals onto the property without authorisation may be required to vacate the Resort and may be evicted without the right to a refund.
Turtle Beach Resort accepts certified guide, hearing, and/or assistance dogs in accordance with the Guide, Hearing and Assistance Dogs Act 2009 (Qld) and the Anti‑Discrimination Act 1991 (Qld). All certified animals must display the Queensland Government–approved patch on their coat or harness, and a valid Handler Identity Card must be provided at the time of booking and prior to check-in. The identification details on the Handler Identity Card must match the handler present onsite. Failure to meet these requirements will result in cancellation of the booking. While Queensland recognises accredited assistance dogs from interstate under equivalent schemes, therapy animals and emotional support animals do not have public access or accommodation rights in Queensland and are not permitted on the property.
Guide, hearing, or assistance dogs may be required to be removed from the Resort if the animal’s behaviour poses a direct threat to the health or safety of others. Turtle Beach Resort accepts no responsibility for approved guide, hearing, or assistance dogs, and guests remain fully responsible for the conduct of the animal at all times. Where an approved animal causes damage, excessive soiling, or requires cleaning beyond normal wear and tear, the Resort reserves the right to recover reasonable additional cleaning, repair, or replacement costs, in accordance with Australian Consumer Law.
BREAKAGES

The registered occupier of the unit is liable for any breakages or damages done during their stay. Please report all breakages or damage to Reception immediately.

CHILDREN

To ensure a pleasant holiday is had by all, we ask parents to SUPERVISE their children. Please ensure all signs are adhered to as any damage caused by children will become the parent’s expense. Persons found vandalizing or damaging resort property or equipment will be required to pay all restriction costs and asked to vacate the resort

CLEANING

Units are not serviced daily. However, if you are staying with us for 9 nights or more a mid-stay service will be provided. Should you require a service or fresh linen, this can be provided at an additional cost.

May we respectfully advise that we are self-catering holiday apartments and as such you are responsible for maintaining the general tidiness and cleanliness of your apartment.

PLEASE NOTE: Should your unit be left in an unacceptable condition on your departure, an additional cleaning fee may be charged.

DEFIBRILLATOR

Defibrillators are located at Reception and The Deck.

ITEMS IN ROOM

All items in room (e.g. furniture, crockery and cutlery) are to remain in the rooms and not to be moved between other units if you have friends or family staying. Any items missing will incur a replacement charge.

MAINTENANCE

Should any item in your apartment require attention, please contact Reception as soon as possible so this can be rectified.

NOISE

Noise should be kept to a minimum after 10pm in both the public areas and individual apartments.

Parties are not permitted in the apartments. Roving night duty guards are on-site and required to enforce Body Corporate by-laws in this regard.

OCCUPANCY

As per Queensland Fire Regulations:

  • One Bedroom Apartment – no more than 3 persons.
  • Two Bedroom Apartment – no more than 5 persons.
  • Two Bedroom Family Suite – no more than 6 persons
  • Three Bedroom Apartment – no more than 7 persons at any one time.

This does include infants and babies. This ruling will be strictly adhered to.

RUBBISH (TRASH)

We ask that you dispose of your apartment rubbish regularly in the skip bins that are located in the basement car parks. Your nearest skip bin will be located close to your designated stairwell. Look for the yellow markings placed on the pillars.
Bottles, cans and paper go into the recycling facility located behind the carpark, infront of the resort. Please collapse cardboard boxes.

SECURITY

Your apartment should be locked when unattended. Please do not allow unidentified persons into the resort – ask them to contact Reception for entry. The resort is monitored by on-site security personnel after hours.

SMOKING

Turtle Beach Resort is a non-smoking resort. Smoking is prohibited throughout the resort, including all leisure facilities, restaurants, and inside apartments and on apartment balconies.

If you are impacted by cigarette smoke during your stay, please contact Management so we can assist in addressing the issue.

 

TELEPHONES

For your convenience, you can make telephone calls without going through Reception. You can receive calls anytime via your direct dial phone number.
To make an outside call please dial ‘0’ then dial area code, then the number.
For all ISO calls dial ‘0’ then ‘0011’ then the country code, then the number.
To dial from room to room just add ‘5’ to the front of the 3 digit room number (e.g. For unit 001 dial 5001).

VISITORS

Please ensure you have informed your visitors of your unit number if they wish to call you outside of office hours.

WASHING

As per Body Corporate By-Laws, washing is not permitted to be hung over the balconies railing please use the clothes airer provided.

Hotel & Facilities

HIDDEN
BBQ AREAS

Opening Hours: 7.00am – 9.00pm, BBQ areas must be vacated by 10pm

There are 8 barbecues located throughout the resort, please refer to the resort map for their locations. Please consider others and leave the area clean and tidy for the next guest.

CINEMA

On-site 22 seat cinema with 4 x showtimes daily. Please see Guest Services for timetables.

CLUB TURTLE KIDS CLUB

Club Turtle offers various activities throughout the week! Come along to our cozy PJ movie night with popcorn or wear your best dancing shoes for our groovy disco parties. Nintendo Switch and Xbox fun are also available for those children wanting a little screen time while on holidays. Children can also get creative with our wide collection of arts and craft & home corner toys for our juniors.

Please contact Guest Services for times and availability or book here.
$30.00 per session, per child. Ages 4-12 years old.

Sessions on Public Holidays require a minimum number of 8 children for the session to proceed.

Terms & Conditions Apply

EMERGENCY

POLICE, FIRE DEPARTMENT OR AMBULANCE – Dial: 000

https://www.qld.gov.au/emergency/emergencies-services

HOSPITAL – Dial: (07) 5688 6000
Robina Hospital, 2 Bayberry Lane, Robina – approx 15 minutes from resort
Open 24/7 with Emergency Room

IMPORTANT NOTICE:
A fire evacuation plan is located on the back of your apartment door, please ensure you have familiarized yourself with the nearest fire exit.

IN CASE OF FIRE – DO NOT USE LIFTS.
This property is fitted with an advanced fire protection system. In the case of a fire, please follow the procedures outlined below:

  1. If the fire alarm or automatic evacuation system sounds, please make your way to the nearest fire exit.
  2. Close the apartment door firmly behind you when all occupants of the apartment have vacated.
  3. Leave all bags in your room.
  4. Do not run. Do not use the lifts.
  5. Do not telephone Reception as we may require the phone lines for Emergency calls.
  6. Proceed to the assembly area at the front entrance of the building. Await further instruction from the Fire Services or Turtle Beach team member.
  7. Do not re-enter the building unless you are advised to do so by the Fire Brigade or a Turtle Beach team member.
GAMES ROOM

Located on the basement level in stairwell 19 and is equipped with token operated arcade, video and tabletop games. Card or cash can be converted into tokens using the token dispense machine located within the games room.

GUEST SERVICES

We offer FREE wi-fi. The password is issued at check in. Please see Guest Services with any enquiries.

Complementary WIFI is offered within each apartment. Your WIFI application will show you several of the resort’s wireless access points. Connect to the strongest “turtlebeach” signal. The system will recognise your device throughout the duration of the session. However, every time you reconnect you will need to reenter password.

TROUBLESHOOTING HELP

Please disable any firewalls as some will interfere and you are already protected behind our firewall.

• With wireless make sure you are connected to a resort wireless connection “turtlebeach” in your wireless networks’ utility, by clicking on WIFI network and clicking connect. Also check that you are connected to the strongest signal strength.

• If you have connection on the task bar but no welcome page when opening the browser, you can check if you are getting an IP by opening a command prompt and typing ‘ipconfig’. If you can see an IP of 10.200.xxx.xxx then you are connected.

• If you have connection on the taskbar but the login screen doesn’t open, try opening a web browser and going to turtlebeach.com.au this should force the log in page to open.

• If a different IP is shown then just right click local area connection in task bar, go to open network connections, right click the connection, scroll to properties, go to internet protocol, click the properties button and make sure you have ‘obtain an IP address automatically’ and ‘obtain a DNS server automatically’ ticked. Also click the advanced button on this page and make sure no gateway is shown in the gateway panel on the page that pops up. Before deleting the IP addresses or gateway, we suggest you make a note of the details so you can put them in later.

• If you are unable to get to network connections, then you do not have administrator rights and need to call your own IT department, to ensure your WLAN settings are enabled correctly.

PLEASE NOTE WIFI INTERNET ACCESS MAY NOT BE AVAILABLE IN ALL AREAS OF THE RESORT.

GYM / SAUNA

Opening Hours: 7am – 9pm.

Located on the basement level in stairwell 19. Children under the age of 18 are not permitted in the gym area. Please treat equipment with care at all times. Please use a towel and gym shoes whilst using equipment and wipe down equipment after use.

SPLASH ZONE

Please be advised that from 13 May 2026, the Splash Zone will return to the Winter operating hours. This is subject to change without notice.

Summer Opening Hours:
9am – 12pm
1pm – 5pm

Winter Opening Hours:
10am – 12pm
1pm – 4pm

Splash Zone water park open daily with 4 water slides, 2 toddler slides, dumping bucket, water cannons and more. Children 17 years old and under only.

Parent/Guardian supervision is required at all time. Slides are not permitted for adult use at any time.

LAUNDRY

All apartments are equipped with a washing machine and dryer.

MINI PUTT-PUTT GOLF

Opening Hours: 8.00am – 5.00pm

No bookings required, please see Guest Services for equipment.
Cost – $5.00 per child, $7.00 per adult, $17.00 per family up to 6 people.

POOLS & SPAS

Opening Hours: 7:30am – 9:00pm

3 x Children’s pool and 1 x Adult Pool (see map for locations).
Please wash off all sand before entering either the pool or spa. Please consider other guests when using this area.

  • Children under the age of 13 are to be supervised at all times.
  • Alcohol, glass and food are not permitted around the pool and spa areas.
  • Pushing, running, jumping or rough play is prohibited in the pool and spa areas.
  • Swimming whilst under the influence is not allowed.
  • No surfboards or boogie boards allowed in the pool.

FAILURE TO FOLLOW THESE RULES MAY RESULT IN YOUR ACCESS BEING RESTRICTED.

TENNIS & BASKETBALL COURT

Opening Hours: 8.00am – 7.00pm

Bookings are required, please contact Guest Services. Tennis equipment is also available for hire at Reception for $5.00.

THE DECK RESTAURANT

Opening Hours: 7 Days A Week 7:30am – 8:00pm

Fully licensed restaurant offering an A La Carte menu, wood fired pizzas, snacks and drinks. All menu items are available for take-away.

To order dial 7. Collection from The Deck required.

TODDLER PLAYGROUND

Opening Hours: 7:30am – 5:00pm (see map for location).

TURTLE BEACH SHUTTLE

WI-FI (INTERNET)

We offer FREE wi-fi. The password is issued at check in. Please see Guest Services with any enquiries.

Complementary WIFI is offered within each apartment. Your WIFI application will show you several of the resort’s wireless access points. Connect to the strongest “turtlebeach” signal. The system will recognise your device throughout the duration of the session. However, every time you reconnect you will need to reenter password.

TROUBLESHOOTING HELP

Please disable any firewalls as some will interfere and you are already protected behind our firewall.

• With wireless make sure you are connected to a resort wireless connection “turtlebeach” in your wireless networks’ utility, by clicking on WIFI network and clicking connect. Also check that you are connected to the strongest signal strength.

• If you have connection on the task bar but no welcome page when opening the browser, you can check if you are getting an IP by opening a command prompt and typing ‘ipconfig’. If you can see an IP of 10.200.xxx.xxx then you are connected.

• If you have connection on the taskbar but the login screen doesn’t open, try opening a web browser and going to turtlebeach.com.au this should force the log in page to open.

• If a different IP is shown then just right click local area connection in task bar, go to open network connections, right click the connection, scroll to properties, go to internet protocol, click the properties button and make sure you have ‘obtain an IP address automatically’ and ‘obtain a DNS server automatically’ ticked. Also click the advanced button on this page and make sure no gateway is shown in the gateway panel on the page that pops up. Before deleting the IP addresses or gateway, we suggest you make a note of the details so you can put them in later.

• If you are unable to get to network connections then you do not have administrator rights and need to call your own IT department, to ensure your WLAN settings are enabled correctly.

PLEASE NOTE WIFI INTERNET ACCESS MAY NOT BE AVAILABLE IN ALL AREAS OF THE RESORT.

 

Thank you for visiting Turtle Beach, we look forward to welcoming you again very soon!

FOLLOW US ON SOCIALS

« Return to Turtle Beach Website