Frequently asked questions

General

Why does pricing vary based on the number of guests?

We price our homes flexibly so smaller groups don't have to pay full price for a large property.

Our base rate covers a set number of guests and reflects lower utility, linen, and cleaning costs. Adding guests slightly increases the nightly rate to cover additional operational costs, allowing us to keep the property accessible and fairly priced for everyone—whether you're staying as a couple or a full group.

Booking & Payments

• What is your cancellation and refund policy?
• • Guest Cancellations:
  • • More than 21 days prior to arrival: 80% refund of the total booking value (the 20% deposit is non-refundable).
    • 21–16 days prior: 50% refund.
    • 15–8 days prior: 25% refund.
    • Within 7 days of arrival: Non-refundable.
  • Free Cancellation Properties: Select properties: Inner City Apartments 1–4, Oceanview Apartment, Kimberley 1–3, Sunseeker, Tipi Haere offer free cancellation with full refund up to 7 days prior to arrival.
  • Government Travel Restrictions: If pandemic/government travel restrictions prevent travel, full credits are provided toward a stay within 12 months.
  • Compassionate circumstances: If your travel plans are affected by circumstances outside of your control please contact our team to discuss compassionate circumstance credit options.
• When is the final payment due?
  A 20% deposit is charged at booking. The remaining balance is automatically charged to your Visa, MasterCard, or Amex 21 days (3 weeks) prior to arrival. For bookings made within 21 days of stay, full payment is due immediately upon booking.
• Do you require a security deposit or bond?
  Yes. A credit card authority or NZ$500 pre-charge is required (typically processed 21 days prior to arrival or at booking). Higher bond amounts may apply for larger groups or pet stays. Bonds cover costs for damage, loss, or excessive cleaning required beyond normal wear and tear.
• Are there extra fees (cleaning, linen, booking fees)?
• • Pricing on our website is all inclusive: Additional cleaning, linen, bookings fees will not be added on top at check-out.
  • Credit Card Surcharge: A 3% surcharge applies to MasterCard, Visa, or Amex payments.
  • Cleaning & Linen: A property-specific Guest Cleaning Contribution is included in the rate and covers standard cleaning times and linen usage for the number of guests booked at the property selected.

Check-in & Check-out

• What are the standard check-in and check-out times?
• • Check-in: This is property dependent and will be made clear on the listing information and booking confirmations.
  • For most properties we offer check-in anytime after 2:00 PM. At larger properties with more complex servicing requirements we offer check in anytime after 3:00 PM.
  • Check-out: By 10:00 AM on departure day.
• Can I request an early check-in or late check-out?
  Yes, early check-in (from 12:00 PM or earlier) and late check-out (until 12:00 PM) can usually be purchased as add-ons. Requests should be made at booking or at least 24 hours prior to arrival/departure. Unapproved late check-outs or overstays incur additional hourly fees ($55/hr + GST).
• How do I access the property when I arrive?
• • Self-Check-in: Properties with keypads or lockboxes allow flexible arrival anytime after check-in time once bond and billing verification are complete.
  • Meet & Greet: Select properties require personal check-in. Team support is available 7 days a week up to 8:00 PM. Late arrivals (after hours) incur an additional charge (~NZ$50) and acceptance of very late arrivals will be subject to our approval. Arrival details are emailed once payment is finalised.

Property Amenities & Stay Details

• Are linens, towels, and basic supplies provided?
  Yes. All beds are made with fresh linens, and bath towels are provided. Starter consumables and provisioning supplies are also provided. Mid-stay housekeeping and linen changes may be made available for longer stays or by request at an additional charge (please contact our team for more information).
• Is Wi-Fi available, and what are the speeds?
  High speed Wi-Fi is provided at all properties for standard web browsing and communication. If there are ever any exceptions to this rule we will make this clear on the listing and booking information. Fair-use and legal use policies apply. If you have special requirements please contact us in advance to discuss these.
• Is parking available on-site?
  Parking specifications vary by property (garage, driveway, or street) as shown on each listing. For apartment complexes (e.g., Latitude 41, The Sands, Oceanview, Malthouse Apartments), guests must adhere to designated parking spaces and building Body Corporate rules.
• Are pets allowed at the property?
  Pets are welcome at designated "Pet-Friendly" properties with prior written approval. Pets are not permitted on furniture (unless using your own protective covers) and may not be left unattended on site. Guests must clean up all pet hair/traces and droppings before check-out. Note: Certified service animals are always permitted by law.

House Rules & Guest Expectations

• Are visitors or small gatherings allowed?
  No. Properties are strictly for registered guests only and cannot be used as party or function venues. Excessive noise or disturbance affecting neighbours' quiet enjoyment may result in contract termination, security call-out fees, and bond deductions.
• What are our check-out responsibilities?
  Guests are asked to leave the property neat and tidy:
• • Wash and put away dishes (or load the dishwasher).
  • Leave used towels on bathroom floors and bed linens on beds.
  • Clean the BBQ and oven if used.
  • Turn off heating/cooling units and lock all doors/windows.
  • Separate rubbish and recycling into the bins as per council requirements (instructions provided).
  • Dispose of excess rubbish/recycling beyond standard limits (1x 60L bag / 1x recycle bin) at a local transfer station.

See our full Terms and Conditions.