Queenstown Holiday Homes FAQs » Hoamz


Frequently Asked Questions

How do I find the property?
You will be emailed a set of directions and arrival instructions upon receipt of full payment, approx. 30 days prior to your arrival. There will be a basic map showing the location of the property, along with instructions for driving to it from Queenstown International Airport. Check in is strictly after 2pm on the day of arrival.

How do get my keys?
Please ensure you have the directions and arrival instructions with you which were emailed to you. These contain important information about how to access the property using the lock box code or lock combination. All available keys are provided to guests in the lockbox or inside the property upon check in. As our holiday homes are private residences, additional keys are generally not available.

What if there is an emergency with the property?
A Relaxaway property manager is on call for any emergencies which may occur during your stay. Please call the office on +64 (3) 442 7013 where a message will advise you of the mobile number of the on-call property manager. An emergency constitutes a threat to the safety of a guest and/or the property such as a fire, plumbing or electrical fault. If you have a non-urgent request during your stay, please contact our team during regular business hours (Monday-Sunday, 8.30am – 5pm)

Do I have to pay a security bond?
Yes - guests are required to pay a $500 security bond with their balance payment. This is refunded upon guest departure provided no damage or excess cleaning charges have been incurred. The security bond protects our owners from costs associated with any damages incurred or additional cleaning charges caused by guests during their stay.

Can I check out later than 10am?
Checkout is strictly 10am for all bookings unless otherwise arranged. Should you require a late check-out this must be arranged prior to your arrival. We will endeavour to accommodate your request, but please understand this may not be possible in busy periods as our cleaners need time to clean and prepare the property for guest arrival on the same day.

-  A late checkout of 12 noon will incur a surcharge of NZD $60 incl gst
-  Checkouts later than 12 noon on the day of departure will incur an additional tariff up to the equivalent of one night’s accommodation

What if I lose my key?
Relaxaway keep master keys for security reasons. If you misplace your key during your stay, a surcharge of $50 inc gst will apply plus the cost to replace the key. Because of security considerations failure to return keys may result in a charge to cover the changing of locks on the home.

Is linen provided?
Professionally laundered linen is supplied at all Relaxaway holiday homes. This includes all bed linen, bath towels, bath mats, face cloths, hand towels and tea towels. Guests are charged a linen fee as a part of their booking.

Can I hire baby equipment?
If you require baby equipment during your stay, please refer to www.totsontour.co.nz. They will drop off any equipment prior to your arrival. Any of our holiday homes which have this equipment already are advertised as doing so.

I’m having such a great time I’d like to stay longer! Can I?
If you wish to extend your stay, please contact our friendly reservations team who will be more than happy to help, dependent of course on the availability of the property.