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Getaway Te Anau Terms of stay

We strive to provide our guests with an exceptionally safe, clean and friendly experience. We want this to be your home away from home. The following policies and rules are part of our reservation agreement with you. As a guest of Getaway Te Anau you are agreeing to the following policies, procedures and conditions. These are designed to help insure all guests safety and enjoyment while staying with us here in Te Anau. Our policies and rules may change from time to time.

Reception Hours

Summer (September - May) 7.45am - 8.30pm
Winter (June – August) 8.00am – 7.30pm
We may close earlier in winter due to demand, please call ahead to check closing time and late arrival procedure.

Christmas Day Hours

Christmas Day we have limited opening hours (9am - 11am then 2 - 6pm).
We will have limited staff on during this time and appreciate your patience.
If you have a booking scheduled to arrive during this time, please check with our friendly reception as times may change and we may need to arrange a late arrival for you.

Check in/Check out policy

Check in time - From 2pm
We will do our best to have rooms ready by 2pm. However, as we pride ourselves in offering 5 star cleanliness there may be some instances where your room is not ready by 2pm due to extra cleaning of your room being required. We ask for your understanding in these instances. We have a great team of housekeepers who take pride in their work.

Early check ins
Early check ins are subject to availability and won’t be confirmed until day of arrival. Please contact Getaway Te Anau should you require an early check in.

Guest registration
All bookings require a valid credit card to be held on file in case of any additional costs incurred. Reception staff will ask for credit card details upon check in should you not already have one on file from the time of booking. It is also the guest’s responsibility to declare the number of people occupying each room/site upon check in.

Check out - By 10am
Late check outs - Late check outs are subject to availability and will be accommodated wherever possible. Unauthorised late check outs may result in additional charges. Should you require a late check out, please contact reception staff.

Late Arrivals
If you anticipate arriving outside reception hours, please contact reception on stay@getawayteanau.co.nz, or let us know during the time of booking. You will be given instructions on our late arrival procedure.

Confirmation and cancellation policy

Direct booking confirmation policy
A deposit of the first nights’ stay is required to confirm all reservations. Any remaining balance must be paid for upon check in.

Direct booking modification policy
Modifications can be made, subject to availability, and may require a room / site change. An administration fee may apply. Management reserve the right to cancel a reservation if the alteration reduces the reservation below minimum stay requirements and cancellation penalties will apply. No refund will be made should guests alter or leave for any reason before their reserved departure date. Accommodation and sites are allocated at the discretion of management who reserve the right to alter if necessary or cancel your booking at any time.

Direct booking cancellation policy
Standard policy
Cancellations within 1 day of arrival will incur a cancellation fee of 100% of the total booking cost. Any cancellations outside of this time will be subject to a 10% cancellation fee.

Peak Season, Events, Public Holidays Policy
   - No refund will apply for cancellations within 7 days of arrival.
   - Cancellations outside 7 days of arrival will be subject to a 10% cancellation fee of the total booking cost.
   - Peak season dates will change from year to year. Please confirm with the reservation department which season your reservation falls into.

Please note: Day of arrival begins at 12am on your scheduled day of arrival. This means “The day before arrival” is the full 24-hour period before this time. Please allow 72 hours for refunded funds to appear in your account.

We recommend all guests have person or travel insurance. Getaway Te Anau is not responsible for personal emergencies, schedule changes or bad weather.

For Online Travel Agent Bookings (Booking.com, Expedia etc)
The prepayment and cancellation policy will apply from the website you booked through as you have agreed to those terms and conditions when making your Reservation. Some third part sites require a deposit payment. If you have any questions regarding these, we encourage you to check your confirmation email from these sites.

All modifications and cancellations need to be made through these websites. Unfortunately, we are unable to amend or cancel bookings not made directly with Getaway Te Anau.

Conduct & Noise

No Noise after 10.00pm or before 7.00am. The only exception is New Year’s Eve, which is 1.00am. To ensure all our guests have a great holiday, we expect common sense and consideration to be shown at all times to other guests, staff and management. Management reserves the right to refuse admission to any person and to remove from the property any person, which in their opinion, does not conduct them self in a decent and reasonable manner. No refund will be made in such circumstances.

Getaway Te Anau is a family holiday destination and has strict rules regarding partying, excessive drinking and excessive noise.

Group Bookings

Group bookings are restricted to school groups, organised tour groups or small family groups. Getaway Te Anau reserves the right to refuse check in to any group they believe may be disruptive to other guests.

Reservations are a contract between Getaway Te Anau and the person named on the reservation and is not transferable to any other person. This means that the named person must occupy the unit/site booked for the duration of the contract and is ultimately responsible for all occupants and visitors. For group bookings this means one person is ultimately responsible/liable for group behaviour and damage. Management reserves the right to cancel any group booking where we believe the guest has misled staff about who is part of the group or the nature of their stay. Please refer to the above conduct & noise policy which also applies to groups.

Visitors

Getaway Te Anau takes Health & Safety very seriously. ALL VISITORS are required to register at reception.

Visitors will be permitted at mangers discretion. The registered guest will be responsible for the behaviour and conduct of their visitors.

The following rules apply to all visitors with no exception:
   - All visitors must sign in and out at reception
   - All visitors’ vehicles must remain outside the property
   - All visitors must depart by 9pm
   - All visitors must abide by Getaway Te Anaus code of conduct and behave in respectable manner.

Any guests found to have visitors that have been denied entry or have not been disclosed to reception staff will risk having their stay cancelled with no refund.

Pets policy

Getaway Te Anau has a no pet policy, the only exceptions are legitimate service animals.

Damage and additional cleaning costs

Management will charge additional costs for damages and/or additional cleaning required to resort property. These charges will be made to the credit card held on file from the time your booking is made.

Getaway Te Anau will make every effort to repair damage or clean mess prior to contacting professionals. Therefore, make an effort to keep costs to a minimum.

Examples include, but are not limited to:
   - Burnt Carpet/bench top
   - Broken Windows/doors
   - Smoking in room
   - Additional cleaning required due to extreme mess or sick
   - Damaged furniture
   - Guest compensation
   - Any additional cleaning required outside of what would ne expected on a standard check out

Damage/loss of property
Guests are liable for any damage caused, whether by deliberate, negligent or reckless behaviour. The registered guest will also be liable for any damage caused by any person traveling in their party or their visitors. We encourage guests to inform staff if these circumstances occur.

Damage discovered after check out
Should damage be discovered after the guest has departed Getaway Te Anau reserves the right to charge the credit card held on file.

Damage to units
Damage to units, including furnishing, fixtures and/or theft will be charged the full replacement value plus any additional shipping costs. Any damage to property, whether will full or accidental is the responsibility of the registered guest. These costs will be charged to the credit card of the registered guest and in serious cases, criminal charges will be pursued.

Health and safety policy

Getaway Te Anau takes the health and safety of its employees and guests extremely seriously. Whilst every effort is made to ensure everyone’s safety, accidents do happen and we encourage guests to let staff know should these occur.

Getaway Te Anau staff are trained in first aid and are happy to help where assistance is required.

Safe guest conduct
To ensure the safety of everyone we ask that guests conduct themselves in a safe and sensible manner. This includes, but is not limited to, the following:
   - Guests and visitors must not behave in a way that puts themselves or others at risk
   - Guests must abide by a total fire ban
   - Follow the strict 5km speed limit when driving through the property
   - No firearms or weapons permitted on the property
   - No tampering with fire safety equipment
   - Guests must follow all staff instructions in case of emergency
   - High levels of intoxication is not permitted on site, neither is the use of illegal substances

Additional information

Car parking
Each unit or site is allocated 1 parking space. Extra vehicles are to be parked outside the property unless otherwise approved by Getaway Staff.

Credit card fees
A 2% credit card fee applies to all credit card transactions. We accept all major credit cards including VISA, Master card, AMEX. Any card that is not a New Zealand debit card is treated as a credit card by New Zealand banks.

Special requests
Special requests are on a request basis only and cannot be guaranteed. While we will do our best to secure a specific room, extenuating circumstances may affect this.

Rates
All rates are quoted and charged in New Zealand dollars and include GST of 15%. All refunds will also be processed in New Zealand dollars. Getaway Te Anau takes no responsibility of exchange rates or transaction fees charged by your bank.