General
I’ve found an injured animal. What do I do?
We cannot accept injured or displaced animals at Moonlit Sanctuary as we do not have a veterinarian onsite. For help, contact Wildlife Victoria at 8400 7300 or wildlifevictoria.org.au
Do you host children’s birthday parties?
No, but you can reserve our undercover picnic area and you are welcome to bring in your own food, hire our BBQ or purchase food from our café. We can also store your cake in our café until required. For more information, email bookings@moonlit-sanctuary.com
Can we book a wheelchair?
Yes, we have two wheelchairs available free of charge at admissions on presentation of a current license or passport. Book the wheelchair online when pre-booking your admission and encounters.
Can we book a pram?
No, prams cannot be booked online but we do have one pram available free of charge at admissions on presentation of a current license or passport. We cannot guarantee availability.
How do I report lost property?
Email bookings@moonlit-sanctuary.com and include a description or photo of your lost property. If it is found, we will contact you and you can come and collect the item. We can organise postage, if required, for a small charge..
What are your opening hours?
9:30am to 4:00pm every day except Christmas day
Do you accept cash?
Yes
What can I use my gift card for?
Day admission, night tours, and encounters. Gift cards cannot be used in the cafe or gift shop.
Bookings
Do I need to book admission only tickets?
Bookings are essential during peak periods including school and public holidays. At other times, we recommend and prefer bookings for admission.
Do I need to advise that we are running late for my scheduled day admission session?
No, not unless you have also booked an encounter or tour and will arrive less than 10 minutes before your booked encounter or tour start time.
How do I re-schedule or cancel my booking?
Please email bookings@moonlit-sanctuary.com
Having trouble booking online?
The session time or encounter may not have capacity. Choose the next session time or encounter time, if available.
Do you accept Companion, Carer or DVA cards?
Yes, Pensioners with a Companion Card receive free entry for their carer or worker. Carer Card & DVA cardholders are offered Concession entry. Please produce your card on arrival.
Do you offer Memberlink discounts to Emergency Services members?
Yes, go to Book tickets>Discount Vouchers on our website and choose “Memberlink Admission” Please produce your card on arrival.
Memberships
I’m a member, do I need to book?
Only for encounters, non-members who are accompanying you, and Night Tours. Staff will scan your member card on arrival.
What discounts do members receive?
Free admission for 12 months, 20% off gift shop purchases and the cost of day admission off night tour tickets.
I’ve lost or misplaced my membership card. Can I attend?
Yes, we can issue a new card or add your membership to your digital wallet on your next visit.
Cafe & Food
Do you have a cafe?
Yes, the cafe is open from 9:30am to 3:00pm daily.
Can I bring my own food or picnic to the sanctuary?
Yes, we have picnic tables available. These cannot be reserved.
Do you have BBQs for hire?
Yes, BBQ’s can be hired for $10 an hour. Book the BBQ when pre-booking your admission and encounters. You may not bring in your own portable BBQs.
Encounters
Is there a cancellation fee on encounters?
Not if 24 hours notice is received, if less than 24 hours, a cancellation fee may be applied. Email bookings@moonlit-sanctuary.com
Is there a fee for re-scheduling encounters?
No, not if we are contacted before the encounter is due to take place. Email bookings@moonlit-sanctuary.com
Do I need to arrive early for my encounter?
Yes, please arrive at the Park 20 mins before the start of your first encounter so you have time to check in and reach your encounter meeting place. You may wish to arrive a little earlier in peak periods.
Can I hold a koala and how long is the koala encounter?
Victorian law does not allow koalas to be held but you can pat, cuddle up to them and take a selfie. It is a short but memorable one-minute encounter.
Is the koala encounter an individual experience?
Koala encounters run hourly for a maximum of 40 guests. To alleviate guests needing to queue for long periods, you will be given a lanyard at admissions with a time for one of the three sessions within the encounter period.
Encounters are sold out online, can I buy on arrival?
To avoid disappointment, we do encourage guests to book their encounters. A small number of encounter tickets may be available to be purchased on arrival.
