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Terms and Conditions

Check-In and Check-Out

Standard check-in is from 2:00 pm, and standard check-out is by 10:30 am. The property must be fully vacated by the check-out time to allow for cleaning and preparation for incoming guests.

An early check-in from 12:00 pm or a late check-out until 12:00 pm may be available for a fee of $75 + GST, subject to availability and prior approval. These options cannot be guaranteed and will depend on same-day bookings and cleaning schedules.

To guarantee an early check-in before 12:00 pm or a late check-out beyond 12:00 pm, an additional night’s booking is required.

Please note that some properties may have specific check-in or check-out arrangements. Guests should always refer to the individual property listing and arrival instructions for confirmed times.

Occupancy                                    

All properties are provided for short-term holiday accommodation only, for the dates specified in the confirmed booking. No tenancy or right to remain beyond the booked departure date and time is created.

The property must not be occupied overnight by more guests than the maximum number confirmed in the booking, including children and infants. Day visitors are not permitted without prior approval.

The property must not be sub-let, shared with non-registered guests, or used for any purpose other than a private holiday stay. The use of the property for parties, events, commercial activity, or gatherings is strictly prohibited unless expressly agreed in writing.

Caravans, tents, campervans, or any additional accommodation are not permitted on the property without prior written approval.

Failure to comply with occupancy conditions may result in additional charges or termination of the stay without refund.

No Smoking Policy

Smoking is not permitted inside any property. Where smoking is permitted outdoors, it must be done only in designated outdoor areas, with all cigarette butts disposed of appropriately.

A breach of the no-smoking policy inside the property will result in a NZ$500 + GST cleaning and deodorising fee, and may result in further charges if additional cleaning or damage is required.

Pets

Pets or animals are not permitted on the property unless prior written approval has been granted by Stay Waiheke.

Where approval is given, guests agree that:

  • Pets must not be left unattended inside or outside the property at any time

  • All pet waste must be removed from the property immediately

  • Pets must be kept off furniture and bedding unless otherwise agreed

  • Guests are fully responsible for any damage, additional cleaning, or disturbance caused by the pet

Additional cleaning or damage caused by pets may result in further charges.

Linen

Where linen is provided by Stay Waiheke, this includes bed sheets, pillowcases, bath towels and face cloths (per registered guest), hand towels, tea towels, and bath mats.

Beach towels and spa towels are not provided unless specifically stated in the individual property listing.

Some property owners store their own personal linen at the property. This linen is not intended for guest use. Guests who use owner-stored linen may incur an additional cleaning or replacement charge.

Quiet Enjoyment and Parties

Guests are required to respect the peace and quiet of neighbouring properties at all times. Local council noise regulations apply, and excessive noise or disturbance is not permitted.

Loud music and outdoor noise must be kept to a minimum after 11:00 pm.

Parties, events, weddings, post-wedding gatherings, or functions of any kind are not permitted at the property unless expressly approved in writing by Stay Waiheke in advance.

Failure to comply with noise or party restrictions may result in immediate termination of the stay without refund and may incur additional charges.

Children

Guests are responsible for assessing whether the property is suitable for children in their care. While Stay Waiheke is happy to provide general information about a property on request, no property should be assumed to be child-proof.

Children must be supervised at all times, both inside and outside the property. Stay Waiheke accepts no responsibility for accidents, injury, or loss resulting from inadequate supervision.

Booking and Reservation Policy

Stay Waiheke acts as the booking and management agent for the property owner. While every effort is made to ensure property information is accurate, any issues relating to the condition, facilities, or suitability of a property should be raised promptly so they can be addressed. Stay Waiheke may, where appropriate, provide the guest with the property owner’s contact details on request.

A booking is not confirmed until written confirmation has been issued by Stay Waiheke.

A 20% deposit of the total accommodation cost is required at the time of booking. The remaining balance is payable no later than 30 days prior to arrival. Guests authorise Stay Waiheke to charge the balance automatically if payment has not been received by 21 days prior to arrival.

Some properties may be subject to additional owner-specific terms and conditions. These will be disclosed at the time of booking where applicable. If a guest does not wish to proceed due to these additional terms, the booking may be cancelled, and a full refund will be provided, provided written notice is received by Stay Waiheke within five working days of completing the booking.

If full payment is not received at least seven days prior to arrival, the booking may be cancelled, and the deposit forfeited.

Cancellation Policy

All cancellations or amendments requested by the guest are subject to a $75 administration fee.

Cancellation fees apply as follows:

  • More than 30 days prior to arrival: loss of the deposit

  • Within 30 days of arrival: 100% of the total accommodation cost

  • Within 14 days of arrival, non-arrival, or no-show: 100% of all booking costs

No refunds are given for early departure, late arrival, or unused nights for any reason.

If a booking is cancelled by the guest, the cancellation is final. No refunds or credits will be issued if the property is subsequently rebooked, in whole or in part.

Property Unavailability

In the unlikely event that a property becomes unavailable or uninhabitable prior to arrival, Stay Waiheke will use reasonable efforts to offer a suitable alternative. If no alternative is available, all monies paid will be refunded in full.

The liability of the property owner and Stay Waiheke is limited to the refund of monies paid.

Cancellation by Stay Waiheke

Stay Waiheke reserves the right to cancel a reservation at any time. In this event, all monies paid will be refunded in full.

Property Maintenance

Although every effort is made to maintain properties in good order, reasonable wear and tear is unavoidable. Guests must notify Stay Waiheke as soon as possible if any issue relating to the property arises during their stay. Every effort will be made to rectify reported issues in a timely manner, and repairs will be arranged as soon as reasonably practicable after notification.

The guest is responsible for the safe-keeping of the owner’s property and contents during the booked period. Neither the owner nor Stay Waiheke is responsible for any lost or stolen items. Guests should ensure doors and windows are locked when away from the property and overnight.

Any breakage, damage, or loss to the property, contents, or structure of the building must be reported promptly to Stay Waiheke. The owner is entitled to recover from the guest the reasonable cost of repair or replacement required as a result of the guest’s act or default.

The guest agrees to keep the property in a clean, liveable condition and in good repair, subject to reasonable wear and tear, including:

  • The interior of the accommodation

  • Carpets, curtains, furnishings, and all other items within the accommodation

  • All fixtures and fittings, including outdoor furniture and any provided equipment such as kayaks or boats

Guests must ensure that baths, sinks, toilets, drains, pipes, gutters, and similar facilities are kept clean and free from blockages or obstructions.

The inside surfaces of windows must be kept reasonably clean. Any broken glass or mirrors must be reported promptly and may be charged to the guest.

Guests must not damage, alter, remove, or relocate any installations, furniture, fixtures, or fittings belonging to the owner or property manager without prior approval.

Bond/Security Deposit

The guest agrees to provide a valid Visa or Mastercard as security for the property and authorises Stay Waiheke to debit the credit card for costs incurred as a result of damage, breakage, or additional cleaning.

If damage or excess cleaning is identified at departure, the guest authorises Stay Waiheke to charge a bond of up to $1,000, which may be held pending investigation and resolution. Stay Waiheke will provide receipts for repairs or replacement of damaged items where applicable, and a $75 +GST administration fee may be charged in addition to the final invoice.

The guest acknowledges that liability is not limited to the bond amount, and further charges may apply where costs exceed the bond held.

Some owners or property managers may require the payment of an additional cash bond, in addition to providing a credit card. Cash bonds typically range between $500 and $1,500, depending on the property, and must be paid into the nominated bank account prior to check-in. Cash bonds are generally refunded within seven working days of departure, subject to inspection and resolution of any issues.

The property must be left in a clean and tidy condition, with all furniture returned to the position in which it was found on arrival.

Guests are fully responsible for cleaning all crockery, cutlery, kitchen utensils, oven, and BBQ, and for disposing of rubbish in the prescribed manner. If these items are left dirty or excessive cleaning is required, an additional cleaning charge $75 + GST will apply. 

All doors and windows must be closed and locked prior to check-out.

Neither the property owner nor Stay Waiheke shall be liable for any loss or damage to the guest’s personal property during the stay, however caused.

Whenever the property is left unattended, guests must secure all doors and windows and activate any alarm system where provided. A lockout or lost key call-out will incur a non-negotiable minimum fee of $100 + GST, charged to the guest’s credit card.

Guests must not change, install, or interfere with any locks, nor arrange for additional keys to be made, without prior written approval.

Principle

The guest agrees that failure to comply with these booking conditions may result in the immediate termination of the booking by the property owner or their agent. In this event, the guest and all other occupants must vacate the property immediately if requested to do so by the owner or the owner’s agent.

The guest acknowledges that no refund will be due or payable for any unused accommodation nights following termination of the booking.

By making a booking, the guest confirms acceptance of and agreement to all booking conditions set out above.

Insurance and no liability

 The renter agrees not to do anything that may adversely affect the owner’s or property manager’s insurance covering the accommodation.

The renter acknowledges that personal belongings and vehicles are not insured by the owner or property manager. All personal items and vehicles (including their contents) remain entirely the renter’s responsibility, and neither the owner nor Stay Waiheke accepts responsibility for any loss, theft, or damage.

Where the renter chooses to use any additional facilities at the property, including but not limited to kayaks, dinghies, bicycles, trampolines, spas, or swimming pools, such use is entirely at the renter’s own risk. The owner and Stay Waiheke accept no responsibility for injury, loss, or damage arising from the use of these facilities.

Children must be supervised at all times by a parent or responsible adult.

Left Property

Personal items left behind at the property will be held by Stay Waiheke for up to 30 days from the renter’s departure date.

The renter agrees to contact Stay Waiheke within 30 days of departure if they wish to have any items returned. An administration fee of $25 + GST applies to all lost property handling.

Guests requesting the return of lost items must provide a prepaid postpack, addressed to:

PO Box 67
Oneroa 1840
Waiheke Island
Auckland

Items will not be returned without a prepaid post pack. Any items not claimed within 30 days may be disposed of or donated at Stay Waiheke’s discretion.