1. Booking confirmation
Thank you for visiting www.taraweraholidayhome.nz (the Website). By making a booking request for a property on the Website you (the guest) agree to be bound by these terms and conditions and our privacy policy located on the Website (Terms).
If you make a booking request through the Website, Tarawera Property Management Limited (TPM) will contact you within two working days to advise confirmation or non-acceptance of the booking request.
Acceptance will be at TPM's sole discretion. Acceptance of a booking will give you a license to occupy the relevant property on the booked days only, and subject to full compliance with all terms and conditions.
Should TPM not accept a booking request, TPM will refund any accommodation costs, service fee and add-on costs. The money will leave TPM immediately upon cancellation but can take up to 5 working days for your credit card provider / bank to return to your account.
2. Booking Periods and Minimum Nights
A booking that includes 25 December must start on or before 24 December and end on or after 26 December.
A booking that includes any nights from 1 January through 10 January must be for a minimum of 7 consecutive nights and be back-to-back or leave a gap of at least 5 nights. (If a booking request is submitted after 15 December for stays from 1 January, a 2-night booking may be accepted). A booking from 24 December to 31 December should be back to back or leave a minimum gap of 2 nights.
A booking over Labour Weekend, regional Anniversary Weekends, and Waitangi Weekend is for three nights, unless specified otherwise. A booking that includes Easter must be for a minimum of four nights.
At all other times a two consecutive night minimum stay applies, except where a specific property listing requires a longer or shorter minimum.
3. Persons on Booking and Maximum Persons
Bookings must not exceed the maximum number of people specified on the property listing, regardless of the number of beds available at the property.
Should the booking request not be accepted due to the number of persons in the group exceeding the maximum allowed on the property and / or the time period, any monies collected from the proposed guest will be refunded less the non-refundable service fee inclusive of GST.
The booking is valid for the number of persons and group configuration as indicated on the booking request. Any changes to the booking should be communicated to and agreed by TPM, in writing, so as to ensure the booking remains valid.
4. Cancellations and booking changes
If the booking is cancelled or reduced nights requested by you more than 60 days before the start of the stay, we will refund any add-on fees that have been paid but the Service Fee shall be forfeited with no refund due and:
- If you have not fully paid the accommodation costs, the amount paid in respect of accommodation costs is forfeit and no refund due;
- If you have fully paid the accommodation costs, we will refund 70% of the accommodation costs with the remainder being forfeit and no refund due.
If the booking is cancelled by you 60 or less days before the start of the stay, we will refund any add-on fees paid but all accommodation fees and the Service Fee shall be forfeit and no refund due.
If you cancel the booking after the final payment due date, you remain liable for the balance of funds due for the booked stay period.
If you fail to pay any amount when due, TPM may treat that failure as a cancellation by you of the booking.
Premature departure during a booking will not be eligible for any refunds.
The Service Fee is non-refundable under any circumstances once your Booking is confirmed.
Booking changes are by agreement only once your Booking is confirmed.
5. Person making the booking present for stay
You, as the person making the booking, must be present and onsite at the property throughout the stay, unless agreed in writing by TPM. If you do not stay at the property during the booking but your guests do, you will still be legally responsible for all your obligations under these Terms and Conditions and your guests' compliance with them.
6. Rental Payment & Rates
For all guests, the option exists to pay a 30% up-front, with balance of the booking cost paid by credit card 30 days prior to the stay. The card used at the time of the booking request will be charged for further payments.
Rates for a Property are valid and applicable at the time of booking, regardless of whether they are subsequently changed. Additional rates may appear under the special conditions of a specific property, which will apply in addition to the nightly rental rate. Rate Specials are only valid at the time of booking and must be applied at time booking is made. Weekday specials refer to Sunday nights through Thursday nights.
For bookings over New Year’s Eve or during festivals, concerts and similar events, a bond up to $750 may be charged. This will be refunded after checkout subject to the holiday home being returned in an acceptable manner and the property being respected and used in accordance with our terms and conditions.
7. Key Collection and property access
Contact your TPM holiday manager at least two hours prior to your arrival to ensure the property is opened, cleaned, and ready for your arrival.
8. Check in and out time
Check in time: 3.00pm Check out time: 10.00am. This applies all year round.
Final confirmation of early check-ins and late checkouts will not be available until the day of the arrival or checkout depending on other bookings for the property.
If an early arrival or late checkout is permitted, a surcharge of 25% of the nightly rental rate will be payable. Departures after 5.00pm will be charged a full night's rental.
9. Cleaning and rubbish
The property must be left clean and tidy and in the same condition in which it was found. Otherwise, you will be charged for additional cleaning at the following rates (+GST):
- $35 per hour for standard cleaning, washing, laundering
- $45 for abnormal or unreasonable cleaning and odour removal
- $20 plus tip fees for rubbish and recycling removal
- If you have booked the prepaid cleaning, this is based on the number of hours indicated when you selected the pre-paid cleaning option. Pre-paid cleans are non-refundable. Any unreasonable/excessive cleaning and rubbish removal beyond this amount will be charged to you as an additional charge based on the additional time taken.
- If the selected property has cleaning included in the nightly rate, there will be a number of hours of cleaning included as per the Special Conditions on the specific property listing. Any cleaning beyond this time or any unreasonable cleaning and rubbish removal will be charged to you as an additional charge based on the additional time taken.
- Costs will be deducted from the credit card used to make the booking.
10. Linen
TPM provide a linen package consisting of bottom sheet, top sheet, pillowcase(s), towel(s), tea towel(s), bathmat and face cloth(s). The beds will be made up for your arrival and the linen will be removed from the beds after your departure. Do not sleep on beds without linen.
An additional set of linen can be provided on request at a rate of $15 per person per linen set.
A linen servicing can be organised at a rate of $30 + GST per hour for a TPM representative to change the beds and all linen. Hire linen cannot be washed onsite, but the additional linen package can be ordered.
TPM cannot guarantee availability of the linen package if a request is made inside 7 working days before the start of the stay. Cancellations for the hired linen service requires 7 working days to the TPM, in writing and confirmed, for any refunds to be available.
Beach towels or additional linen can be hired. Please enquire with TPM for additional costs.
Should you use any of the owner's personal linen the laundering costs per clause 9 will apply.
11. Additional Services and Charges
Additional charges (+GST) will be payable as follows:
- A service fee - the entire service fee is charged as part of the first payment and is non-refundable. The service fee is calculated as a percentage of the total booking amount charged for the transaction, excluding any extras/add-ons. Typically, the higher the reservation amount, the lower the percentage of service fee.
- $25 for each booking change.
- $20 for up to two pets, if a pet is taken onto the property and the house is pet friendly.
- Port-a-cot rental, where available, at a rate of $10 per day or maximum of $40 per week.
- High-chair rental, where available, at a rate of $5 per day or maximum of $25 per week.
- $12.50 if your credit card is declined when TPM attempts to charge your credit card for the final payment. Failure to update your credit card details could also result in cancellation of your booking and forfeiture of any accommodation fees, additional or add-on fees, and service fees paid.
- $75 for lost keys, $25 each for lost / damaged Welcome Guide or Discover Pack
- $30 per hour to organise third parties to rectify a situation or $45 per hour if holiday manager has to conduct remedial work themselves at the house to sort out issues arising from stay
- Missing linen at replacement cost
- The cost of repair or replacement of damaged or missing items, plus and additional handling fee of 14% of the costs incurred.
- Debt collection and legal fees incurred in the collection of unpaid charges
- Interest on any overdue accounts at the variable interest rate of ANZ Bank from the due date of the invoice until payment is received.
- Costs will be deducted from the credit card used to make the booking.
12. Other Rules to 'Respect the House'
In addition to anything else stated in these Terms and without limiting TPM’s rights, a breach of the following rules could result in possible eviction from the property and/or up to $1,000 being charged per occurrence:
- Pitching of caravans or tents on the property without the written consent of TPM.
- Parties, events, weddings, receptions, stag / hen festivities without the written consent of TPM. Parties includes extra persons not authorised by TPM.
- Excess people above the maximum, not authorised by TPM in writing.
- Smoking on the property unless permitted by the property listing.
- Abuse, including verbal or physical, of TPM representatives, the owner or its representatives or the neighbours.
- Undue nuisance or noise to neighbours or the local community.
- Use of illegal substances or conduct of illegal activities at the property
- Anything that could invalidate the insurance policy for the property.
- Moving or re-arranging furniture.
- Cutting keys or obtaining remote door controls for the property.
- Tampering with smoke alarms.
- Leaving a fireplace, oven, or any other cooking unattended.
- Booking on behalf of another person without intending to be at the property during the stay.
- Bringing a pet onsite when unauthorised, or inside the house if the house only allows pets outside.
- Should you be evicted from the property, all amounts paid will be forfeited and the holiday manager may remain on-site at the property as you ready for departure. In the instance of eviction, a mandatory exit clean will be provided by your holiday manager and will be charged, to the booking credit card holder, at the rate of $35 + GST per hour.
13. Water
Water is a precious resource in many of our holiday destinations. Many properties are only on tank water, with no public town supply. You must be careful with water usage. TPM may charge excessive water usage back to you. Washing boats, jet ski's, kayaks, and other water toys are not permitted, unless agreed in writing by TPM. Should the water run out within 7 days of your departure due to excessive water usage, you may be liable for the cost of the tank refill.
14. Reporting a complaint
Should you have any issues during your stay, you should notify the holiday manager immediately. Contact details are available in the guest information folder/book for the property.
15. Unavailability
If the property becomes unavailable for any reason after the booking request is confirmed or the booking is frustrated, TPM may shift you into another property that can accommodate your booking in either the existing community or a nearby community. If this is not possible, TPM will cancel the booking and:
- If the Property Owner or TPM is responsible for the property becoming unavailable, refund the relevant accommodation, and additional or add-on fees paid (but not any service fees); or
- If the property has become unavailable for any other reason or the booking is frustrated, TPM may, at its discretion, provide you with a credit for the relevant accommodation, and additional or add-on fees paid (but not any service fees).
- TPM, its holiday manager nor the property owner will have any other liability or responsibility in connection with the unavailability of any property for any reason after booking.
16. Business Purposes
The Consumer Guarantees Act 1993 does not apply if the property is used for business purposes.
17. Liability
Any use of amenities, such as kayaks, canoes, surf boards, bikes, spa pools, is entirely at your own risk and neither TPM nor the property owner will be liable for any injury, loss or damage you or any other person may suffer.
You will advise the TPM holiday manager before your departure of any loss or damage that has occurred at the property during your stay.
You will be responsible for the full costs, both direct and consequential, including time of TPM and/or the owner and its representatives, of repairing or replacing any and all damage to the property and/or its contents, any lost income or other costs incurred by TPM and /or the owner and its representatives.
None of TPM, its agents, contractors or the property owner will be liable for any event beyond their reasonable control, or for any loss or damage you or any other person suffers during your stay, or for any damage to the property.
18. Prices and Payments
All prices displayed on this website are in New Zealand Dollars and may be changed at any time without notice. TPM is a NZ owned company. Booking and payment for the accommodation must be made by a valid credit or debit card through www.taraweraholidayhome.nz, using Visa or Mastercard. For your security, TPM does not hold your credit card details on file and therefore they must be entered at the time of each booking through www.taraweraholidayhome.nz.
19. Contract
TPM acts as Agent for the accommodation owner. These Terms are for the benefit of, and are intended to be enforceable by, the Property owner under the Contracts (Privity) Act 1982.
