Booking Terms and Conditions

These are the terms for every booking made directly with Bespoke Stays, and you agree to them when you book.

Bookings made through Airbnb, Vrbo, or Booking.com follow that platform’s own cancellation terms, shown when you book.

1. Guest responsibilities

  • Keep the property in a clean and tidy condition.
  • Use all appliances, fixtures, and furnishings with care.
  • Lock all doors and windows when leaving.
  • Return all keys and access cards as instructed.
  • Report any damage, breakages, or missing items immediately.
  • The property must not be used for any unlawful purpose.

2. Property suitability

  • Guests are responsible for assessing a property’s suitability before booking, including accessibility, location, and features.
  • To the extent permitted by law, we are not liable for bookings made without proper assessment.

3. Age requirement

  • For insurance and security reasons, the primary booking guest must be at least 25 years old.
  • Guests under 25 must be accompanied by a responsible adult.

4. Occupancy and neighbours

  • Respect the property’s maximum occupancy limit.
  • Quiet hours are from 10.00pm to 7.00am.
  • Breaches may result in a penalty of up to $1,000, and immediate eviction without refund.

5. Payments

  • Payment is accepted by bank transfer, Visa, or Mastercard.
  • Full payment is required at the time of booking.
  • All credit card and processing fees are non-refundable.
  • Guests are responsible for any fees incurred through their payment method.

6. Changes to bookings

  • Changes to a booking, including date changes, must be requested at least 30 days before check-in, and may be permitted subject to fees.
  • Within 30 days of check-in a change cannot be made. If you cancel at that point, our Cancellation Policy sets out what is refunded.
  • We strongly recommend travel insurance to cover unforeseen circumstances.

7. Cancellations by us

If a property becomes unavailable, our Cancellation Policy sets out what happens, including when a full refund applies.

8. Cancellations by you

  • At least 30 days before check-in: full refund.
  • Between 7 and 30 days before check-in: 50% of the booking is refunded, for all nights.
  • Less than 7 days before check-in: no refund.
  • Within 48 hours of booking: full refund, provided you cancel at least 14 days before check-in.

Credit card and payment processing fees are non-refundable in every case, and are deducted from any refund. Our Cancellation Policy sets this out in full and forms part of these terms.

9. Security deposit

  • A security deposit may be required.
  • It is refunded after check-out, minus any costs for damage, cleaning, or missing items.

10. Additional charges

  • Any extra charges, such as damage or excessive cleaning, will be deducted from the security deposit or charged to the credit card on file.

11. Taxes and fees

  • All rates are in New Zealand dollars and include 15% GST unless stated otherwise.

12. Bedding configurations

  • Requests for specific configurations must be made at booking.
  • Changes after booking incur a $75 + GST fee.

13. Check-in and check-out

  • Check-in is from 3.00pm on arrival day. Report any issues immediately.
  • Check-out is by 10.00am.
  • Late check-out to 12.00pm is $80 + GST, where available.
  • Check-outs after 12.00pm may incur a fee equal to one night’s stay.
  • Lost keys incur a minimum charge of $50 + GST.

14. Housekeeping and cleanliness

  • Please leave the property clean and tidy.
  • Excess mess incurs cleaning fees at $45 per hour + GST.
  • Stays of more than 7 nights may require additional housekeeping at an extra charge.

15. Parties and events

  • Our properties are for residential use only.
  • Parties, events, and gatherings, including birthday parties, stag and hen dos, and wedding celebrations, are not allowed without prior written approval from Bespoke Stays. Ask us before your stay.
  • Where an event is approved, the number of guests must not exceed your booking limit.
  • Unapproved events may result in immediate eviction without refund, and a penalty of up to $5,000.

16. Eviction

Guests may be evicted without refund for excessive noise or disturbance, breaching the occupancy limit, or hosting unauthorised events.

17. Pets

  • No pets are allowed unless pre-approved in writing.
  • Unauthorised pets result in a $500 penalty, additional cleaning fees, and possible eviction.

18. Smoking and illegal substances

  • Strictly prohibited inside the property.
  • Breaches may result in a $1,000 penalty, plus additional cleaning and deodorising fees.

19. Lost property

  • Items left behind are returned at the guest’s cost.
  • A minimum handling fee of $25 plus postage applies.

20. Utility usage

  • For stays of 28 nights or more, power usage of up to $250 per month is included; excess usage will be charged to the guest.

21. Callout fees

  • Guests will be charged for unnecessary callouts caused by appliance misuse, security alarm activation, or negligence.

22. Force majeure

  • We are not liable for disruption caused by events beyond our control, such as natural disasters or government mandates.

23. Liability

  • To the extent permitted by law, we are not responsible for loss, theft, or injury during your stay.
  • We recommend travel insurance for your protection.
  • Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

By booking and providing payment details, you accept these terms and authorise us to charge your card for any applicable fees or damages. These terms may change from time to time, and the version on this page is the current one.