Cancellation Policy

COVID-19 Update to our Cancellation Policy

Letter to all our guests from owners, Ian & Vicki

20th March 2020:  Dear guests -we are living in unprecedented times and your health and well-being is paramount. Can we reiterate we value your custom and ongoing business.

To that end all bookings which have been made for the next three months may be deferred for up to 12 months without penalty.

We have implemented steps within the business to limit contact including vans having to distance themselves at least a full site from one another, as well as cleaning regimes to do all we can for you, and our team. Further, all guests if they have travelled internationally recently are being asked to show passports to verify that they are not under self-isolation based on their arrival in New Zealand

Please email reception with your request to have your deposits ‘banked’ (much the same as Air New Zealand)

Please understand that our reception staff have been under a lot of pressure, so therefore allow us an appropriate time to respond to your enquiries.

A big thank you to those who have been polite and caring in your communications with our team – your respect is valued.

Kind regards and stay safe and well

Ian & Vicki Smith

Owners

CANCELLATIONS/REFUNDS:

1 December – 7 February

  • A 75% refund of the “requested deposit”, will apply to cancellations prior to the 1 November 2019.
  • No refund of the “full deposit requested”  will apply to cancellations made after the 1 November 2019.
  • There will be no refund or credit given for late arrivals or early departures.

Easter & Peak/High seasons excluding above dates

  • A 75% refund of the “requested deposit”, will apply to cancellations 42 days or more before the date of arrival.
  • No refunds will apply to cancellations within 42 days of the date of arrival.
  • There will be no refund or credit given for late arrival or early departures.

Mid and Low Season

  • A 75% refund of the “requested deposit”, will apply to cancellations 14 days or more before the date of arrival.
  • No refunds will apply to cancellations within 14 days of the date of arrival.
  • There will be no refund or credit given for late arrival or early departures.

Amendments:

Alteration Policy (Peak and High Season)

  • Alterations to arrival or departure dates can not be made after the “full deposit has been requested”.
  • Management reserves the right to cancel a reservation if the alteration reduces the reservation to below minimum stay requirements and cancellation penalties will apply.
  • Alterations may incur a rate change.
  • Alterations to reduce the numbers of guests staying can’t be made within 42 days prior to arrival.

Alterations Policy (Mid and Low Season):

  • Alterations prior to 14 days of arrival can be made subject to availability and may require a site/unit change.
  • Management reserves the right to cancel a reservation if the alteration reduces the reservation to below minimum stay requirements and cancellation penalties will apply.
  • Alterations may incur a rate change.
  • Alterations to reduce the numbers of guests staying or the arrival and departure dates can’t be made within 14 days prior to arrival.

Specials/Deals and promotions

Special Terms and conditions and cancellation policies apply to any special, deal or promotion that we run.  Please refer to our website for more information about these.