Hawke’s Bay Holiday Homes – Booking Terms and Conditions
1. Scope and Definitions
1.1 Definitions
- Business, we, our or Owner/Manager: The entity trading as Hawke’s Bay Holiday Homes or any authorised property manager acting on behalf of a property owner.
- Guest, you or Renter: The individual making the reservation and every person included in the booking party. All members of the party are jointly responsible for complying with these terms.
- Property or Holiday Home: The house, land, chattels and fixtures provided for your stay.
- Third-party OTA: An online travel agent or booking platform such as Airbnb, Booking.com, Vrbo or similar that we authorise to take reservations on our behalf.
1.2 Agreement
These terms form a binding contract between the Guest and the Owner/Manager. By submitting a reservation request, paying a deposit or occupying the property you confirm that you have read and accept these terms. If you book through a third-party OTA, you must also comply with that platform’s rules. In the event of any inconsistency, the OTA’s terms may prevail.
1.3 Holiday use only
Our properties are let on a short-term basis for holiday purposes. They are not to be used as a primary residence and stays will not exceed 120 days. The Residential Tenancies Act 1986 therefore does not apply.
2. Booking Procedures
2.1 Making a booking
- Reservation requests: A reservation is considered provisional until the required deposit is received and we confirm acceptance. We may offer provisional dates to other guests until payment is made.
- Age requirement: The person responsible for the booking must be at least 25 years old and must be part of the staying group. All unaccompanied guests must also be at least 25. We may request photographic identification at any time.
- Guest numbers: You must provide accurate details of the number of adults and children staying. Any increase to the number of guests must be approved by us in writing and may attract additional charges.
- Right of refusal: We may decline any booking request at our discretion.
2.2 Rates and fees
- Tariffs: Rental rates, cleaning fees, linen hire and any other charges will be set out in your booking summary. Rates vary by property and season and include Goods and Services Tax unless otherwise stated.
- Bond: A security bond (usually between NZ$250 and NZ$1 000) may be required before arrival. The bond is held to cover damage, excess cleaning, unpaid fees or other breaches. Provided there are no deductions, the bond will be returned within 14 days of departure. Where no bond is taken, we may hold your credit card details and charge any additional expenses to that card.
2.3 Deposits and payment
- Deposit: A deposit equal to 50% of the total stay cost is required to confirm your booking. For reservations made within seven days of arrival, full payment is due when the booking is made.
- Balance: The outstanding balance (including any bond and additional fees) must be paid seven days prior to arrival. If payment is not received by the due date, we may cancel your reservation and retain the deposit.
- Payment methods: Payments can be made by bank transfer or by Visa/Mastercard. A credit‑card processing fee may apply. By providing card details you warrant that you have authority to use the card.
2.4 Bookings via OTAs
Where you book through an online travel agent, their payment and cancellation terms may apply. Any refunds or amendments will be subject to that platform’s policies.
3. Changes and Cancellations
3.1 Guest cancellation
The following refund schedule applies to direct bookings when you cancel:
| Notice period (before arrival) | Refund policy |
|---|---|
| 30 days or more | A full refund of all amounts paid, minus any non‑refundable administration fee. |
| Between 7 and 29 days | A 50% refund of the entire booking cost (including the deposit). |
| Less than 7 days or no-show | No refund; the full rental amount remains payable. |
Please note that third-party OTAs may apply different cancellation rules, which will govern your reservation through that platform.
3.2 Owner cancellation
If, before arrival, the property becomes unavailable or unfit for occupation due to circumstances beyond our control (for example, serious maintenance issues or sale of the property), we will refund all monies paid and will endeavour to offer similar alternative accommodation. If the property becomes uninhabitable during your stay, we will refund the unused portion of the rent pro rata. We are not liable for costs or losses arising from events outside our control.
3.3 Amendments
Requests to change dates, property or guest numbers must be made in writing. Amendments are subject to availability and our approval. We are under no obligation to agree to any changes once a booking is confirmed.
3.4 Force majeure
Neither party is responsible for failure to perform obligations if performance is prevented by circumstances beyond that party’s reasonable control, such as natural disasters, pandemics, government restrictions or acts of war. In such cases we will, in good faith, discuss refunds or credits after deducting any non‑recoverable costs.
4. Arrival and Departure
4.1 Check-in and check-out
Unless otherwise stated, check-in is after 3p.m. and check-out is by 10a.m. Early arrival or late departure may be possible for an additional fee and must be arranged in advance.
4.2 Access
Keys and/or lockbox codes will be provided once the final payment has been received and the arrival time has been agreed. If you expect to arrive after 7p.m., please notify us at least 24 hours in advance; failure to do so may mean you cannot gain access until the following day.
4.3 Departure
Guests must vacate the property by the stated check-out time and return all keys. Unauthorised late departure may incur extra charges and/or forfeiture of the bond.
5. Occupancy and House Rules
5.1 Maximum occupancy
The number of guests must not exceed the number specified in the booking. Exceeding this limit may result in immediate termination of the agreement without refund. Tents, caravans and campervans are not permitted unless expressly authorised.
5.2 Minimum age and presence of booking party
The person responsible for the booking must be present at the property throughout the stay unless otherwise agreed.
5.3 Parties and noise
Parties, functions and events (such as weddings or receptions) are not permitted without our prior written approval. Excessive noise, loud music or nuisance behaviour is strictly prohibited. Quiet hours apply from 10p.m. Breaches may result in eviction and forfeiture of the bond.
5.4 Pets
Pets are permitted only in homes specifically designated as pet friendly and only with our prior written approval. You must clean up after your animal, keep pets off the furniture and bedding, and follow any property specific pet rules. A pet bond of NZ$300 and a pet stay fee of NZ$50 will be charged. Pets must not be left alone inside or outside the property and all waste must be removed. Unauthorised pets or failure to follow these conditions may result in eviction, forfeiture of the pet bond and additional cleaning or pest-control fees.
5.5 Smoking and illegal substances
Smoking indoors is strictly prohibited. If smoke odours are detected inside, a NZ$500 cleaning/fumigation fee will be charged and we may charge you the nightly rate until the odour is removed. Where smoking is allowed outdoors, please close doors and windows and dispose of cigarette butts safely. The possession or use of illegal drugs or participation in illegal activities on the property will lead to immediate eviction.
5.6 Fire, fireworks and safety
Guests must obey any fire bans or restrictions. Open fires and fireworks are never allowed. Breaching this rule will incur a NZ$120 call-out fee and immediate eviction without refund. Do not tamper with smoke alarms or other safety equipment and keep all emergency exits free from obstruction.
5.7 Water and utilities
Many properties rely on tank or bore water. Use water sparingly; charges may apply for excessive consumption beyond normal usage. Please use electricity, gas and other utilities responsibly.
5.8 Cleanliness, rubbish and housekeeping
All rubbish must be placed in the correct bins or taken away when you leave. The property must be left neat and tidy – dishes washed, furniture returned to its original positions, surfaces wiped down and the barbecue cleaned if used. Our holiday homes are generally not serviced during your stay unless specifically stated. Mid-stay cleaning can be arranged for an additional charge. Any cleaning required beyond the standard exit clean will incur an extra fee of NZ$50 per hour.
5.9 Keys, security and access
Keys or access codes are provided via lockbox or keypad. You are responsible for all keys issued to you. Do not duplicate keys, remotes or change locks. Lost keys incur a replacement fee of NZ$100 and may require the locks to be changed at your expense. Call-outs for lock-outs or lost keys attract a NZ$50 fee.
5.10 Subletting and assignment
You may not assign your rights or obligations, sublet the property or allow unregistered guests to stay without our consent.
5.11 Health and safety and suitability
Every property is unique and may contain hazards or features that make it unsuitable for children or people with mobility issues. You are responsible for familiarising yourself with any potential hazards described in the property compendium and for taking appropriate care. If the property turns out to be unsuitable for your needs, refunds are not available.
5.12 Pools and spa pools
If the property has a swimming pool or spa pool, follow all hygiene and safety instructions provided. Children under 12 years must be supervised at all times. Do not enter pools or spas while under the influence of drugs or alcohol or introduce food, drinks, soaps or bubble products into the water. Fees of NZ$100 for a spa pool and NZ$500 for a swimming pool will apply if a pool must be emptied and refilled due to misuse. Spa pools must remain running unless we give written permission to turn them off.
5.13 Property access and maintenance
We or our representatives may enter the property at reasonable times to inspect or carry out maintenance. We will endeavour to notify you ahead of time, but in an emergency we may enter without prior notice. Please report any maintenance issues so that we can address them promptly. You are responsible for keeping the owner’s belongings secure. We are not liable for any lost or stolen personal items. Damage or loss to the property must be reported immediately and will be charged to you at cost plus 20% to cover administration.
5.14 Departure requirements
Before you check out, ensure the property is left neat and tidy, beds are left made or tidy, all furniture is returned to its original place, dishes are washed and put away, the barbecue is cleaned if used and finger marks are wiped from windows and glass doors. Dispose of all rubbish in the appropriate bins. Any personal items left behind will be stored for 30 days; to have them returned you must send a self-addressed, pre-paid postal bag.
5.15 Surcharges and fees
We reserve the right to impose additional charges for extra cleaning, damage or additional services. Extra cleaning is charged at NZ$50 per hour. Replacement of damaged or missing items will be charged at full replacement cost plus 20% administration. Unauthorised extra guests will be charged at the applicable nightly rate plus 20%. A credit-card processing fee of 2.9% and a charge back fee of $17.50 applies to all card transactions.
6. Damage, Loss and Bond
6.1 Guest liability
You are responsible for any breakages, damage or loss that occurs during your stay. Any damage must be reported immediately and the cost of repair or replacement will be deducted from your bond or charged to your credit card.
6.2 Bond deductions
We will provide you with a breakdown of any costs deducted from the bond. Any remaining bond will be returned within 14 days of departure.
6.3 Use of facilities
Use of additional facilities such as spas, kayaks or bicycles is at your own risk. Please follow all instructions and safety guidelines. We are not liable for injuries or accidents arising from such use.
7. Guest Responsibilities and Conduct
7.1 Responsibility for your group
The person who made the booking is accountable for the behaviour of all guests and visitors. Please ensure everyone in your party is aware of and follows these terms.
7.2 Respect for neighbours and property
Please treat the property and the surrounding neighbourhood with respect. We reserve the right to enter the property without notice if we believe there has been a breach of these terms or to protect the property.
7.3 Eviction
Breach of these terms — including but not limited to hosting parties, causing excessive noise, allowing extra guests, bringing pets without permission, smoking indoors or engaging in illegal activity — may result in immediate eviction without refund.
7.4 Insurance
Do not do anything that could invalidate or adversely affect the owner’s insurance. You agree to indemnify us for any losses resulting from a breach of this clause.
8. Owner Responsibilities and Limitations
8.1 Property condition and maintenance
We will provide the property in a clean and habitable condition at check-in. We will make reasonable efforts to address maintenance issues promptly, although immediate resolution cannot always be guaranteed due to factors such as availability of tradespeople or parts. We are not responsible for events beyond our control, such as power outages, water shortages or equipment breakdowns.
8.2 Health and safety obligations
We will comply with applicable health and safety laws and maintain smoke detectors and other safety equipment. Please let us know immediately if you identify any hazards.
8.3 Limitation of liability
Our total liability is limited to the amount you have paid to us for the stay and associated charges. We are not liable for any consequential or indirect losses, such as travel costs or loss of enjoyment. Use of the property is entirely at your risk. You agree to indemnify us against any losses or damages resulting from your breach of these terms.
8.4 Compliance with consumer law
These terms are intended to be fair and transparent. New Zealand accommodation providers must supply services with reasonable care and skill and must not mislead guests. If you believe any term is unfair, please raise it with us. Where a property is used for business purposes, statutory guarantees under the Consumer Guarantees Act 1993 may not apply.
9. Complaints and Dispute Resolution
9.1 Reporting issues
If you are dissatisfied with any aspect of the property, please contact us as soon as possible during your stay so that we can try to remedy the situation. Problems reported after departure may be harder to resolve.
9.2 Dispute resolution
If a dispute cannot be resolved through discussion, the parties agree to attempt mediation with a mutually agreed mediator. Should mediation fail, either party may refer the dispute to arbitration under the Arbitration Act 1996. Unless otherwise determined, the parties will share equally in the cost of the mediator or arbitrator.
10. Privacy and Data Use
10.1 Information collection
We collect personal information to verify identity, administer bookings, collect payment and manage the property. By booking with us, you authorise us to share information with property owners, credit agencies or debt-collection services if necessary.
10.2 Storage and use
We will store your personal data securely and use it in accordance with the New Zealand Privacy Act 2020. We may share your details with the property owner, our housekeeping staff or emergency services if required. If you default on payment, we may disclose your information to a debt-collection agency.
10.3 Marketing
We may send you promotional communications about special offers or new properties. You may opt out of these communications at any time.
11. Governing Law and Jurisdiction
These terms are governed by the laws of New Zealand. Any disputes will be subject to the exclusive jurisdiction of New Zealand courts unless resolved through mediation or arbitration as described above.
12. Amendments and Version Control
We may update or amend these terms at any time. The current version will be available on our website. The terms in force at the time your booking is confirmed will apply to your reservation unless changes are required by law.
13. Acceptance
By paying the deposit, confirming a booking (either directly or via an OTA) or occupying the property you confirm that you have read, understood and agree to these Terms and Conditions.
Key Consumer Rights Summary
Accommodation providers in New Zealand must carry out services with reasonable care and skill and must not mislead consumers. Your cancellation rights are determined by the terms agreed at the time of booking. These terms are designed to set clear expectations for your stay while protecting both your rights and the property owner’s interests.