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Terms & Conditions

  1. Introduction

These Terms and Conditions apply to all bookings made with The Queenstown Collection (“we”, “us”, “our”), whether booked directly through our website or via an Online Travel Agent (OTA). By confirming a booking, you (“the guest”) agree to be bound by these Terms and Conditions and any property-specific house rules.

These Terms are governed by and construed in accordance with the laws of New Zealand.

  1. Currency and Taxes

All prices are in New Zealand Dollars (NZD) and include Goods and Services Tax (GST) unless stated otherwise.

  1. Bookings & Guest Responsibility

All bookings must be made by a person aged 25 years or over, unless otherwise agreed in writing.

The person making the booking is responsible for:

  • All guests and visitors
  • Compliance with these Terms and all property house rules
  • Any loss, damage, or additional costs incurred during the stay

Guests must ensure the property is secure and that all windows and doors are locked upon departure.

We reserve the right to request valid photo identification and verification prior to arrival or during the stay.

  1. Payment Terms

Direct bookings:

  • A 25% non-refundable deposit is required for all bookings made more than 30 days in advance to confirm the reservation.
  • Bookings made within 30 days of arrival must be paid in full at the time of booking.

Payment is accepted via Visa and Mastercard. A 2.9% credit/debit card processing fee applies to all card transactions.
Guests with a New Zealand bank account may pay via direct debit.

OTA bookings:
Payment terms are governed by the OTA’s conditions in conjunction with these Terms.

  1. Cancellation & Amendments

Cancellation policies vary by property, season, and booking channel and are disclosed at the time of booking.

  • Direct booking cancellations must be submitted in writing.
  • OTA bookings are subject to the OTA’s cancellation policies.

No refunds are provided for:

  • No-shows
  • Early departures
  • Reduced length of stay

We strongly recommend that guests purchase comprehensive travel insurance. Refunds are not applicable in the event of natural disasters, severe weather, or environmental issues beyond our control. In certain circumstances, a partial refund or credit may be offered at the property owner’s discretion only.

  1. Online Registration & Security Pre-Authorisation

All guests must complete online check-in registration via our guest portal prior to arrival. Guests will be prompted approximately 30 days before arrival.

Depending on the booking channel, guests may be required to upload:

  • Valid photo identification
  • The credit/debit card used for booking

This is used solely for verification and fraud prevention and to confirm the minimum age requirement.

For selected properties, a security pre-authorisation of NZD $500–$1,000 may be required. This is a temporary hold (not a charge) and covers damage, loss, excessive cleaning, rubbish removal, noise complaints, or breaches of these Terms.

Access to the property will not be granted until the pre-authorisation is successfully completed. If costs exceed the held amount, additional charges may be applied to any card linked to the booking.

Any deductions will be processed after departure, with remaining funds released within a reasonable timeframe.

All personal information is securely stored using industry-standard encryption and deleted in accordance with retention requirements. The Queenstown Collection is PCI compliant.

Failure to complete online check-in at least 3 days prior to arrival will incur an administration fee of NZD $75 (including GST).

  1. Check-In & Check-Out

Check-in is from 2:00 PM on the date of your arrival.

Please ensure you have read and understood your arrival details in full so you are aware of how to access the property upon arrival. If you experience any issues at the holiday home during check-in, please notify The Queenstown Collection immediately.

Should you wish to request an early check-in, this must be arranged prior to your arrival. While we will endeavour to accommodate your request, please note that early check-in cannot be guaranteed. A surcharge of NZD $75 (including GST) applies to all approved early check-ins.

Check-out is strictly at 10:00 AM. Should you wish to request a late check-out, this must be arranged prior to your arrival. While we will endeavour to accommodate your request, please note that this may not be possible during busy periods. Late check-out between 10:00am and 1:00pm will incur a surcharge of NZD $75 (including GST.)

  1. Surcharges

The Queenstown Collection reserves the right to charge applicable surcharges to the card on file, including but not limited to:

  • Excess cleaning: Charged at cost plus 15%
  • Damages or missing items: Full repair or replacement cost plus 15%
  • Extra guests: NZD $500 (including GST) penalty
  • Extra beds (e.g. trundle or sofa bed): NZD $150 (including GST) per stay
  • Items left behind: Postage cost plus NZD $25 (including GST) administration fee
  • Credit/debit card processing fee: 2.75%
  • Non-emergency maintenance visits: NZD $75 (including GST) plus any associated costs

All special bedding or extra bed requests must be made at least 7 days prior to arrival.

  1. Occupancy & Visitors

Maximum occupancy limits are strictly enforced and include children and infants.
Unauthorised visitors or exceeding occupancy limits may result in immediate termination of the booking without refund.

  1. Housekeeping

Properties are not serviced during the stay. In-stay cleaning may be arranged upon request and must be paid for in advance.

  1. Bedding Configurations

Bedding requests must be confirmed at the time of booking. All configurations are subject to availability and cannot be guaranteed.

Changes made after final payment incur a fee of NZD $75 (Plus GST), plus any applicable linen costs.

  1. Use of the Property

Properties are provided for short-term residential accommodation only.

Strictly prohibited:

  • Parties or events
  • Commercial use
  • Anti-social or disruptive behaviour

Guests must comply with local noise restrictions at all times.

  1. House Rules

Property-specific house rules form part of these Terms. Failure to comply may result in additional charges, loss of security deposit, or termination of the stay without refund.

  1. Cleaning & Property Condition

The property must be left in a reasonable condition. Additional charges may apply for excessive cleaning, rubbish removal, rubbish/recycling placed in the incorrect bins, linen replacement, or unwashed dishes or appliances.

  1. Damage, Loss & Liability

Guests are responsible for all damage or loss (excluding fair wear and tear).
The Queenstown Collection is not liable for loss, theft, or damage to personal belongings.

  1. Fireplaces

Some properties include indoor or outdoor fireplaces. Where fireplaces are provided:

  • Guests must follow all provided usage instructions 
  • Fireplaces must never be left unattended 
  • Only approved fuel may be used 
  • Fireplaces must be fully extinguished when not in use 

Guests accept full responsibility for safe operation. Any damage, misuse, or additional cleaning related to fireplace use may incur charges.

  1. Spa Pools & Hot Tubs

Some properties include spa pools or hot tubs. Guests acknowledge and agree: 

  • Use is at their own risk
  • Children must be supervised at all times 
  • Glassware is prohibited in spa pool areas 
  • Health and safety guidelines provided must be followed

The Queenstown Collection accepts no liability for injury, illness, or loss arising from spa pool use.

  1. Internet & Utilities

Internet access is provided as a convenience and is not guaranteed. No compensation is payable for service interruptions beyond our control.

  1. Health, Safety & Alpine Conditions

Guests acknowledge that Queenstown properties may include stairs, decks, steep driveways, alpine weather conditions, fireplaces, and spa pools. Guests occupy the property at their own risk.

  1. Force Majeure

We are not liable for delays, cancellations, or disruptions caused by events beyond our control, including but not limited to:

  • Severe weather
  • Natural disasters
  • Government restrictions
  • Utility outages

Refunds or credits will be assessed at our discretion.

  1. Termination of Stay

We reserve the right to terminate a booking immediately and without refund if these Terms or house rules are breached or if guest behaviour poses a risk to people or property.

  1. Privacy

Personal information is handled in accordance with New Zealand privacy legislation and our Privacy Policy.

  1. Amendments

These Terms may be updated from time to time. The version in effect at the time of booking applies.