Terms & Conditions
BOOKING AND RESERVATION POLICY
Guest(s) making a booking must be over 18 years of age.
A non-refundable booking fee of $30 is payable at the time of booking if booking directly through Waiheke Escapes.
A 50% deposit of the total accommodation charge is payable within 48 hours of booking and the guest authorizes Waiheke Escapes to charge the remaining 50% and security bond payable to the credit card nominated by the Guest at or around 30 days prior to the date of arrival.
For bookings made less than 30 days prior to arrival, full payment is required at the time of booking.
We accept payment by direct bank transfer, Visa or Mastercard. Please note a 2.75% fee applies to credit card payments.
Waiheke Escapes has the right to request a form of ID when the booking name does not match the credit card.
Dishonoured payments of balances not received 7 days before the start of the let will result in the booking being cancelled and the deposit forfeited.
All prices stated here are in New Zealand dollars (NZD). A 15% Goods and Services Tax (GST) is only applied to additional requirements and/or services.
Review all property amenities, specifications and unique characteristics, including environmental conditions, to verify that the home you have selected will be suitable prior to booking. Private homes may be constructed with unusual features, limited accessibility, or be sited amidst potentially dangerous conditions. Guests with mobility challenges or those traveling with children are specifically advised to discuss concerns or requirements with our reservation department as you will not be able to change homes upon arrival.
Bookings made directly through the ‘Waiheke Escapes’ website, will be issued with an automated confirmation notice, but may still be subject to change. Booking enquiries will be replied to within 24 hours during week days and within 48 hours during weekends. No property shall be considered booked until Waiheke Escapes has confirmed the booking in writing. Acceptance will be at Waiheke Escapes sole discretion.
The guest authorises ‘Waiheke Escapes’ to process the stated security deposit amount on his/her credit card, and to use these funds for costs incurred for damage, breakage or excessive cleaning. Where a credit card is not available, the guest agrees to pay a security deposit at the time of payment.
Guests are fully responsible for cleaning all crockery, cutlery, general utensils, oven and BBQ, and disposing of their rubbish in the prescribed way. If they are left dirty you may be charged a minimum but not limited to, excess clean charge of $50 + GST.
Because unexpected events can impact your travel plans, we recommend that you protect your holiday investment by purchasing travel insurance.
CHECK IN & CHECK OUT
Check in is from 2pm. There is no guaranteed check in before 2 pm.
Checkout is 10 am unless otherwise stated. Failure to comply will incur a surcharge which is 25% of the nightly rate.
If an early arrival or late checkout is permitted, a surcharge of 25% of the nightly rental rate will be payable subject to availability. Departures after 2 pm will be charged a full night’s rental.
Following check-in, notify us promptly if anything seems amiss at the holiday home. Please also ensure you review the guest compendium provided: it contains important property details, operating instructions and emergency procedures. Please DO NOT operate spa pools, televisions, or electronic devices until you have reviewed the associated instructions. Improper operation may impair performance or reception and result in a chargeable service call.
Please make contact 48 hours before arrival with your travel plans to organise key collection. Unless otherwise arranged, a key will be left in a secure lock box at your holiday home accommodation or the property manager will contact you regarding key placement.
A call out due to lost keys or lockout will attract a non-negotiable minimum fee of $80 + GST to be deducted from the renter’s security deposit or credit card.
I/We agree that if I/We break the following conditions of this agreement, Waiheke Escapes may evict without notice or refund.
I/We agree that at no time during occupancy shall more than the number of persons stated, stay overnight at the premises, without prior consent of the agent, whereupon extra charges may be required. Exceeding this number may invalidate any insurance policy on the property. If consent for extra people is not given by the agent – immediate eviction will follow with no refund given.
I/We shall not disturb the quiet and enjoyment of neighbours or any other condition imposed herein.
I/We agree that our visitors will leave the premises by 10 pm.
I/We acknowledge that additional persons may only be accommodated with the agents permission and the booking rate may vary as a result.
I/We agree that no caravans, tents or other accommodation will be placed at the property without written permission from Waiheke Escapes
I/We agree to not sublet the property nor use it otherwise than for the purpose of a holiday
Under the Terms & Conditions, the property is strictly not available for parties, weddings, commercial activities including photo shoots or functions of any kind unless prior arrangements have been made. Permission is at the sole discretion of the agent and the owner and a surcharge will apply.
The owner and Waiheke Escapes reserve the right to revoke or refuse to honour any holiday accommodation booking, at any time before or during the holiday rental period, which may in their opinion (and at their sole discretion) be unsuitable for the property.
Animals are not permitted on the property, unless pre-approval has been given by the agent. If unauthorised animals are found on the property, a $500 penalty fee will be charged, PLUS any extra cleaning fees, eviction, and the forfeiture of all prepaid rentals.
An additional charge of $12 per night for each pet (maximum of 2) will be charged if the property is Pet-friendly and the pet has been pre-approved. All pet waste must be removed from the property by the end of your stay or additional cleaning charges may apply. Pets are to be supervised at the property at all times. Any damage or extra cleaning, caused by your pet, will be deducted from the guests security deposit and/or charged to the credit card provided upon booking.
The guest shall be responsible for the property during the guest’s stay. This responsibility includes: taking reasonable care of the property; reporting any damages during the guests stay and leaving the property at the end of stay with all utensils, fixtures, fittings and equipment on, in or about the property in a clean and tidy condition. The guest must not remove anything from the property and all furniture returned to the place in which it was found on arrival.
The guest shall be liable for any breakages or damage caused to the property or any part thereof, or any chattels therein, that may occur during the guest’s stay.
The guest is responsible for making sure that there is no use of illegal substances or conduct of illegal activities at the property and/or any activities that could invalidate the insurance policy, as they are strictly prohibited.
Guests must be aware that water is precious on Waiheke Island and must be careful with water usage. Excessive water usage may result in a penalty of a $240 charge to refill the water tank.
Guests must be aware that septic systems are used on Waiheke Island and only items that have passed naturally through the body, and toilet paper may be placed in the toilets. Any items that can cause damage to the septic system, including sanitary items, must be disposed if in the bins provided. Charges for repairs caused by the incorrect disposal of items can be on-charged to the guests.
A standard cleaning charge is built into your nightly accommodation rental. If you wish, more frequent cleaning may be scheduled for an additional charge. Excessively littered and/or dirty conditions at check-out will result in extended housekeeping hours at an additional cost of $36/hour + GST. Should it be necessary to clean carpets, remove stains, repaint, repair finishes, or replace furnishings, textiles, BBQ or home wares, OR remove excess rubbish, you will be charged for labour, materials, and merchandise, plus a 20% service and handling fee. Excess cleaning costs will be charged either by way of your security deposit, or, to the credit card used to pay for your accommodation.
Where linen is provided by Waiheke Escapes, this includes bed sheets, pillow cases, face cloths, bath towels, bath mats hand towels and tea towels. Extra linen can be available at an extra cost.
Beach or spa towels are not provided (unless specifically stated on a property’s webpage) and guests should bring these with them.
Some property owners store their own linen in the house. This linen is not intended for guest use. An additional cost will be charged where laundering is required, if the owner’s linen is used.
Any lost property retrieved will be mailed on to the contact address we have on file and a minimum fee of $25 + GST plus postage and packaging will be charged to the guest credit card. Waiheke Escapes take no responsibility for the return of lost property.
SMOKING IN THE PROPERTY
There is no smoking permitted inside or outside of the property, unless otherwise stated. If tobacco odour is noted or cigarette butts found on the property premises on check out, a $500 minimum fine will apply. Cleaning costs will be charged either by way of the security deposit, or, to the credit card provided.
In the event that guest(s) set off security alarms – or damages or misuses appliances or electronics – the guest will be responsible for call-out fees. The call-out fee will be charged either by way of the security deposit, or, if none tendered, to the credit card used to pay for the accommodation.
Where a telephone is available, the Guest will ensure any calls made or any charges incurred are payable. Costs will be charged either by way of the security deposit, or, if none tendered, to the credit card used to pay for the accommodation.
We do not accept any responsibility or liability for acts of omission of third parties that may prevent or disrupt a guest’s booking. The information and descriptions supplied here are believed to be accurate and offered in good faith. Certain features or facilities may not be available from time to time due to circumstances beyond our control for which we accept no liability. In addition, no liability can be accepted by us for any injury, loss or damage to the guest, any member of the guest’s party or any visitor to the rental property, arising out of or in connection with the use of the rental property.
In the event that the renter uses extra facilities at the accommodation including, but not limited to, kayaks, dinghies, bicycles, trampolines, spas and swimming pools, such use is entirely at the renter’s own risk at all times and the Owner/Property Manager accepts no Liability for any injury or loss to the renter. Children are to be supervised at all times by a parent or responsible adult.
No liability can be accepted by us where the contract is affected by ‘force majeure’. In the context of these terms and conditions, ‘force majeure’ is any event that we could not, even with due care, foresee or avoid. These events include but are not limited to natural disaster, adverse weather, fire, acts of God, technical problems with transportation, threat of war, war, riot, civil commotion or strife, hostilities, industrial dispute, terrorist activity, nuclear disaster, government action or other events outside our control.
If by any means of any event of ‘force majeure’ that prevents Waiheke Escapes performing our obligations, then such delay or non-performance shall not be deemed breach or entitle a legal claim. We are therefore not responsible for the non-availability or the early termination of the agreement for any matter or reason which is beyond its control.
I/We acknowledge that Waiheke Escapes are the booking agent only and any dispute regarding the availability, the standard of the property or chattels will be solely between the person making the booking and the owner of the property.
The guest agrees Waiheke Escapes may pass the guests contact details to the owner of the property to allow direct contact to organise key collection or make any other arrangements regarding the holiday property.
The Guest agrees that by making a booking, they indicate to accept the booking terms and conditions as set out in this document.
WAIHEKE ESCAPES OFFICE HOURS
Our office operating hours are 9.00 am – 3 pm, Monday – Friday. You can reach us through this number +64(0)9 638 2551, +64(0)9 638 2594. However, we will be available on Waiheke Island, outside of these hours, in the case of an emergency – i.e. Power, Water, Sewerage, etc. Should this situation arise, please call us on +64 21 528 944.
At least 60 days “due notice” must be given by the guest to cancel a booking in writing (email or fax). Dates and conditions cannot be altered without due notice and are subject to the property owner’s approval and availability.
Cancellations prior to 60 days of the arrival date will incur a $50 cancellation admin fee.
Cancellations that occur within 60-30 days of the arrival date will incur 50% of the total accommodation cost unless rebooked, plus a $50 cancellation admin fee.
Cancellations that occur within 30 -14 days of the arrival date will incur 100% of the total accommodation cost unless rebooked, plus a $50 cancellation admin fee.
Cancellations that occur within 14 days of the arrival date will incur 100% of the total accommodation cost.
The bond, when applicable, will be refunded for all cancellations.
CANCELLATIONS & CHANGES FROM PROPERTY OWNER / WAIHEKE ESCAPES
I/We acknowledge that the owner/landlord may cancel the booking at his/her discretion at any time, should this situation arise all monies paid will be refunded to the guest. If the property owner cancels the booking, Waiheke Escapes will make their best efforts to find another suitable property for the guest. Waiheke Escapes is in no way liable to provide accommodation nor is it obligated to find the guest another property.
No further compensation will be offered.