Waitakere Resort & Spa Terms & Conditions
1. General Hotel Terms & Conditions
a. Hotel Contact Details: All reservations, booking and enquiries can be made via email and will be replied to as soon as possible, but within 24 hours at the latest. For instant confirmation please reserve via our website or alternatively call the hotel directly.
b. Check In Policy: Standard check in time is from 2.00pm although you are welcome to store your luggage at the hotel if you arrive prior to 2.00pm
c. Check Out Policy: Standard check out time is up until 10.00am, please contact the hotel reception if you require a later check out time. Please note any late departures are subject to availability and charges may apply.
d. Age Policy: All reservations received must be made by persons who are 18 years or older and Proof of ID may be requested on check in. Any person under the age of 18 year must be accompanied by an adult at all times. Failure to comply may result in termination of the accommodation reserved.
e. Children Policy: 0-4 years: Complimentary accommodation in existing bedding. When dining with a paying adult, meal is complimentary. 5-12 years: No charge for accommodation if using existing bedding. If using a roll-away bed, the charge is $35 incl GST. When dining with a paying adult, 50% discount off the full menu price. 13 years and over – considered an adult. Full menu price would apply.
f. Extra Person Policy: Room rates are based on up to 2 people in the room and for any rooms that are able accommodate additional people there is an additional charge of NZ$50 per person per night.
g. Guarantee Policy: All reservations are required to be guaranteed by a valid credit card with sufficient funds at the time of booking, and for online bookings, the credit card will be debited for the full amount at the time of booking.
h. Rates Quoted – Currency & GST: All accommodation rates and services advertised by the hotel, whether directly, via marketing or online are quoted in New Zealand dollars on a per night or person basis (as specified) and are inclusive of GST of 15%.
i. Force Majeure: Waitakere Resort & Spa will not be in any breach of this agreement or in any way liable, if it is prevented from meeting its obligations due to an event of force majeure, such as an Act of God, War, Earthquake, Riot, Storm, Flood, Explosion, Strike, or any other cause not reasonably within the control of the hotel.
2. Cancellation & Refund Policy
a. Best Available Rate: Best Available Rate bookings are charged on departure from the hotel (except for bookings made through the hotel website which are charged at the time of booking) and are subject to a 48 hour cancellation policy. If the booking is cancelled inside 48 hours of the arrival date, they will incur a cancellation fee of a maximum of one night’s accommodation. No Show bookings will forfeit the full accommodation charges. Please note that some discounted rates and special deals will have different cancellation policies and these will be noted with the rate.
b. Prepaid Flexi-date Rates: Prepaid Rate bookings are charged at the time of booking, discount only available on select dates and must be booked at least 14 days prior to arrival. Rate is prepaid and non-refundable; you may re-book for an alternative date but must pay any difference in rate. If room rate is lower, no refund applies.
c. Package/Hotel Special Rates: All hotel specials and package rates will have individual cancellation policies that will be conveyed to the guest for hotel direct bookings or for online bookings they will be visibly displayed on both the reservation and payment screens and will require the customer to accept the terms and conditions at the time of confirming the booking.
d. Wairua Day Spa: If you need to cancel or postpone your appointment please advise us at least 48 hours in advance. Any changes to treatments also need to be made 48 hours in advance. Cancellations or postponements on the day of the appointment will incur a 50% fee. Please be aware that arriving late will result in your treatment time being affected as we run on a strict schedule and like to ensure all of our guests get the pampering time that they have booked.
3. PaymenT
a. Online Payment: All online bookings made on the hotel website are charged at the time of booking using a valid credit card (Visa, Mastercard & American Express) and the card number, expiration date and card security code must be entered to complete this transaction. Online payments are made via our payment platform using a third-party provider, DPS Payment Express system (DPS), who offers a secure payment system to protect customers credit card details with security settings that are compliant with all New Zealand regulatory and statutory regulations.
b. Credit Card Payments: Visa & Mastercard credit card payments are subject to a 2.6% credit card surcharge and American Express payments are subject to 3%. This charge will show up on your receipt/invoice as a credit card surcharge. Payments by cash, EFTPOS or direct credit do not incur a surcharge.
c. International Payments: Prices are advertised in New Zealand dollars so the amounts charged to credit card payments may fluctuate due to exchange rate fluctuations as bookings are converted into New Zealand dollars at the exchange rate on the day it is processed. If any cancellations are refunded then these are also processed in New Zealand dollars at the exchange rate on the day that the refund is processed so there may be a variance to the initial amount charged. The hotel is not liable for any exchange rate variances.
d. Refunds: Any refunds will only be made to the same credit card debited for the original transaction.
e. Payment Terms for In-house Accounts: All charges must be settled on departure unless prior arrangements have been made. Credit is available to approved companies, however a credit application must be completed
f. Data Security: Waitakere Resort & Spa takes the appropriate measures, in accordance with all regulatory requirements, to protect customer Person Information (PI) against accidental or unlawful destruction, alteration or unauthorized disclosure or access. We have implemented technical measures such as firewalls, login password systems and physical protection to this end. Credit card details are entered into the DPS Payment Express system which is (Payment Card Industry Data Security Standard) PCI DSS compliant and uses a Secure Socket Layer (SSL) technology to encrypt such PI.
4. Personal Information (PI)
a. Information Required & Collection: We will only collect PI that is necessary for the purposes of data processing and may be collected in certain circumstances, without limitation, as follows:
i. Hospitality activities such as booking a hotel room, check in and check out at the hotel, room charges during the guests stay, and any claims or requests.
ii. Participation in marketing programs, with customers consent.
iii. Provision of information by third party service providers such as tour operators, travel agencies, GDS reservations, online booking engines etc
iv. Internet activities such as filling in any online collection forms such as questionnaires etc
We do not knowingly collect PI from children under the age of 18 years, except name, age and nationality as provided directly by an adult on their behalf or without a relevant adult’s permission.
b. Confidentiality & Security: We will implement reasonable technical and organisational measures to protect the customers PI against accidental or unlawful alteration or loss, or from unauthorised use, disclosure or access.
c. Storage: PI will be kept for the period for the purposes of the data processing and in accordance with regulatory and statutory requirements.