Guest Responsibilities & Cancellation Policy

Guest Responsibilities

Main guest: You, the Guest named in the booking confirmation, are responsible for the Property and its contents during the booking period and must not sublet or leave the property in the care of any other person without from the Owner.
Identification: We may ask you to confirm your identity via scan of an official identity document.

Property Suitability: You are responsible for verifying that the property is suitable for your needs and is safe and suitable for e.g., infants, children, elderly, less abled or disabled individuals.
Property Use: Guests must not engage in any activities that could negatively impact the Owner's insurance coverage.
Holiday Use Only: The property is for temporary & transient short stay holiday accommodation only, and no right to remain beyond the booked dates exists.
Safety: You are responsible for the safety of all people and pets at the property, including ensuring that gates, pool covers, and other safety features are properly used, and you must also follow any safety guidelines provided by the Owner.
Guests Own Risk: Use of property, its contents and facilities are at the Guests’ own risk. The Lodge Lumsden Ltd, the Owner or Manager are not liable for any resulting loss, damage, or injury.
Property Security: You must ensure that the Property is secure at all times, locking all windows, doors, gates and turning off appliances & extinguishing fires when not in use, when vacating or when Guests are not present at the property.
Guest Liability: You are responsible for the safe-keeping of the Property and contents and for any damage, loss, or breakage caused by the Guests, visitors or pets, or if the property is left unsecured during the booked dates or when vacating, by any unauthorized person or weather conditions. The Owner may recover the cost of all repairs or replacements from you.
Personal Belongings: The Guests are responsible for their personal belongings and vehicles. TLL Ltd, the Owner or Manager are not liable for any loss or damage. Note that the personal belongings of Guests are not covered by the insurance policies of the Owner, Manager, or TLL Ltd.
Children: Children must be supervised at all times by a responsible adult over the age of 18.
Smoking: Smoking is not allowed inside or near to any building. You are liable for any additional cleaning costs to remove smoking odours or cigarette butts.
Keys & Remote controllers: You must return all keys and remote controllers as instructed and must not have keys copied or change or install any locks.
- Lost keys or remote controllers, tampering with key safes, or leaving keys in unapproved locations will result in additional charges which may include replacement of all locks and all associated keys. A basic minimum fee of $100 plus GST will apply for lost keys or lockouts.
Appliance Settings: Guests must not tamper with or alter any settings on the property's appliances, including heating, cooling, or security systems.
- Readjustment costs for any changes made to appliance settings will be at your expense.
Reporting of problems: You must report any problems, faults, breakages or damage to the Owner or Manager immediately.

Occupancy & Parties

Maximum Guests: The number and age range of people staying at, or using the property, at any time including children over 12 months of age, must not exceed the maximum number stated in the booking confirmation without written permission from TLL Ltd, Owner or Manager.
Additional Accommodation: No additional accommodation (e.g., tents, caravans, motorhomes) is permitted without written permission from TLL Ltd, Owner or Manager.
Prohibited Activities: Private or commercial parties, functions, gatherings or events of any kind, or any commercial activities e.g., filming, advertising, events, conferences, are not permitted without written consent of TLL Ltd or the Owner.
Noise Control: Guests must respect the neighbours’ rights to peace and quiet at all times, day and night, and must abide by local noise regulations. Intrusive or loud music or noise is not permitted at any time.

Help During Your Stay

Help & Assistance: The Owner or their Manager will provide help and assistance during normal hours and emergency help until 8 PM.
- Contact phone number will be advised by email before arrival and again by SMS text at check-In.
- Call-out fees may apply for issues caused by the Guests.
- Issues can usually be resolved quickly for you when the Manager is informed of the problem. Report any problems, faults, breakages or damage to the Manager immediately.
Property is privately owned & managed. TLL Ltd is the Owner or the Manager of the Property.

Check-In & Check-Out Times

Time Adherence: Check-in and check-out times are specified in your booking confirmation and must be followed to avoid additional charges. Early check-in or late check-out may be possible with written approval from the Owner, or Manager.

Vacating Responsibility: You must leave the property in a clean and tidy condition, with all furniture returned to its original location and must ensure that all appliances are turned off, fires fully extinguished and all doors, windows, gates, appliances turned off etc.

Cleaning

Cleaning Included: Cleaning will be specified as included in your booking confirmation and covers basic surface cleaning only, including vacuuming and mopping floors, cleaning bathrooms and toilets, wiping down of kitchen benchtops, sinks and stovetops.
BBQ cleaning: You must leave the BBQ clean.
Extra charges: Any costs for additional cleaning, rubbish/recycling removal, BBQ cleaning, washing dishes or emptying dishwasher, interior oven cleaning, excessive mess, removing cigarette butts or litter, returning furniture to original location, etc will be at your expense.

Linen

Extra charges: Any extra laundry costs will be at your expense, e.g., caused by misuse, pets, or by using beds or pillows without linen.

Water supply & Wastewater management

Please use water thoughtfully and only flush permitted items (no wipes of any type, sanitary products, etc.). Being mindful of this keeps everything running smoothly and avoids any extra charges for excessive water use or septic issues. Thank you for your care and understanding.

Pets are not permitted

Property & Facilities Maintenance

Issues must be reported to the Owner immediately to allow prompt resolution.
Maintenance & Presentation: The Owner, or their Manager, is responsible for maintenance of the Property, its contents and facilities and for cleaning, linen, presentation and preparation of the Property for Guests.
Reporting & Resolution of Issues: You must immediately notify the Owner of any damage, breakages, faulty appliances or if any appliance or facility is not available, or you have any other issue with the Property, its contents or facilities, and allow the Manager the time and opportunity to effect a resolution as quickly as possible.
Liability: The Owner or Manager will make every reasonable effort to promptly address any repairs, maintenance, or replacements during your stay. However, if an issue can’t be resolved within the booking period, or if it is not reported immediately, TLL Ltd, will not be liable.
Website Descriptions: Details regarding the Property, its contents and facilities displayed on the TLL Ltd website are by the Owner who is responsible for ensuring the information provided is correct.

Termination of booking:

TLL Ltd, the Owner, Manager or their agent may terminate the booking if these conditions are not adhered to, in which case the Guests must vacate the property immediately. No refund will be made.

Property availability

If the Property were to become uninhabitable or unavailable before or during the booked dates for reasons confirmed by the Owner or TLL Ltd, TLL Ltd will try to find a suitable alternative which is approved by you. If no suitable alternative is available, TLL Ltd will refund the balance of your payments, minus the cost of any dates already stayed.

Communication

TLL Ltd will communicate with you by email, SMS text and telephone.

Payments

Free Cancellation: Cancel with full refund up to 48 hours from initial booking date.
Securing your Booking: Payment will be due immediately to secure your booking.
Easy payment arrangements: Standard payment arrangements are included in your booking however split payments or other easy payment arrangements may be available. Please check with us.
Payment due dates: Payments and dates due are specified in the Booking Confirmation. Please understand, if your payment has not been received by 5pm local time on the due date, your booking could be cancelled. Please contact us.
GST is included: Unless specifically stated otherwise

Security Deposit

Security Deposit: A security deposit may be required and will be refunded within 5 business days after your vacating date provided the Property is left in good condition and no deductions are required.

Deductions: If additional costs are incurred or damage caused, full details will be provided to you before being deducted from the Security Deposit and the balance refunded. While possible additional costs or damage are assessed by the Owner or Manager and quotes for repair or replacement are obtained, the security deposit will be held in the TLL Ltd rental account.

Please note that Guest liability is not limited to the security deposit amount.

Cancel or Change your booking

Free Cancellation or Change: Cancel and obtain a full refund up to 48 hours from payment 1 due date.
- Or change your booking in any way during this period at no cost, e.g., change the property or dates. This flexibility allows you to confirm with other guests, make transport arrangements etc.
- Cancellations must be notified to WHH Ltd by email.
Cancellation insurance: WHH Ltd recommends taking Cancellation Insurance cover. (Google "Domestic Travel Insurance" if within NZ)
Acceptance of Terms & Conditions: By making payment for a booking, the Guest confirms acceptance of and agreement to these conditions and terms. WHH Ltd reserves the right to amend these Terms & Conditions without notice.

Standard Policy for Change or Cancellation of booking

Cancel or no show on Check-In date, or Early vacating: No refund can be made for cancellation on or after arrival date or if early vacating.
Transfer your booking to another person: It may be possible to transfer your booking to another person for the same booked dates. It is at TLL Ltd’s sole discretion whether a booking transfer is acceptable or not and TLL Ltd has the right to reject a booking transfer for any reason. In the event that TLL Ltd accepts a booking transfer, a transfer fee of $80 plus gst will be charged.

Special Pandemic Cancellation or Change PolicyWhen It Applies:

Travel Restrictions: If the New Zealand Government imposes travel restrictions within New Zealand due to a pandemic, and as a result, the Guest(s), who must be resident in New Zealand, are not permitted to travel to Waiheke Island for the booked dates.
Isolation Requirements: If the Guest(s) are required to isolate by the New Zealand Government due to a pandemic, they must provide official confirmation to TLL Ltd.

Exclusions:

If the travel restriction is personal or individual in nature, the Standard Cancellation Policy will apply.
This policy does not apply if the Guest(s) cannot travel to NZ from another country, or because New Zealand's borders are closed or entry to New Zealand is denied.

The Lodge Lumsden Ltd reserves the right to amend these Terms & Conditions without notice.