Queenstown Holiday Homes Guest information » Hoamz

Terms and conditions

As a guest of Relax away holiday homes in Queenstown you'll experience the best of Queenstown from the luxury of your private holiday house or apartment. Relax away staff are on hand 24/7 to assist with any queries and requests - we want you to enjoy your stay in Queenstown as much as we love living here!

Below are the terms and conditions of renting a Queenstown holiday home through Relax away:


Checkout is strictly 10am. 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 inc 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

Keys - Queenstown holiday homes

Check in

You may check in to the property you have booked any time after 2pm on the date of arrival. Please ensure you have read and understood your arrival details fully so you are aware of how to access the property upon your arrival. Please notify Relax away immediately if there are any issues at the holiday home upon your check in. Please ensure you read the property compendium which you will find inside as this contains important information relating to your stay.

Should you require an early check-in this must be arranged prior to your arrival. We will endeavour to accommodate your request, but please understand this may not be possible.

Keys are in the lock box on the property. Because of security considerations failure to return keys will result in a charge to cover the changing of locks on the home.

Currency and taxes
All prices are in NZ dollars and include GST (NZ sales tax).

A 20% non refundable deposit is required on all bookings to confirm your reservation. 

Security bond
A refundable $500 security bond is payable upon confirmation of your reservation. This is refunded upon departure providing there has been no damage or excess cleaning charges incurred by the property during your stay. You will be notified within 3 days of departure of any appropriate charges.

Payment and cancellation policy
A 20% non-refundable deposit is required on all bookings made more than 30 days in advance of your stay to confirm your reservation. Bookings made within 30 days of your stay require full payment at time of booking. Cancellations which occur within this period will incur the total accommodation cost. We highly recommend you purchase travel insurance to protect your holiday from any unforeseen events or circumstances which may affect your travel plans.

Guest cancellations and changes
Should you wish to change your booking dates, contact us and we will assist if we can. Deposits are non-refundable once the booking is confirmed. Any bookings cancelled within 30 days prior to arrival are non-refundable. No changes are able to be made to your booking within 30 days of your arrival.

Changes and cancellations by Relax away Ltd
There are occasionally unforeseen occasions on which a booked property becomes unavailable. Should this occur Relax away will use its best endeavours to find suitable alternative accommodation or refund all charges. No further compensation will be made or liable for. In the event of a property sale, Relax away reserve the right to cancel future bookings, however will endeavour to relocate the reservation to a similar property in liaison with the guests.

Credit Cards
We accept payment via Visa and MasterCard only. A 2.5% processing fee is charged on all credit card transactions. If you hold a New Zealand bank account, you may pay the balance of your booking via internet transfer however the deposit must be paid via credit card. Please advise Relax away if you wish to pay using internet transfer.

Linen charge
In addition to the nightly rate there will be a surcharge of $25 incl gst per guest per stay.

Relax away Holiday Homes are not serviced during your stay. Should you require in-stay cleaning please advise us the level of service required and its frequency. In-stay cleaning will be arranged at a cost of $42 per hour incl GST.

Where appropriate we reserve the right to charge any surcharges against the credit card on file. Should the home be left in a state requiring greater than the standard cleaning service the additional cleaning will be charged at cost plus 15%. All damages or missing articles will be charged at full replacement or repair cost plus 15%. Should more than the booked number of individuals stay in the premises Relax away reserves the right to charge a $500 penalty in addition to correcting the daily rate to incorporate the additional guests. The premises may only be used for residential accommodation.

Smoking is not permitted inside the property. Should smoke odours be detected additional cleaning and/or fumigation costs will be charged. Additional time to tidy cigarette butts outside the property will be charged.

Local calls are free, but phones if provided are toll barred, so bring your cell phone for long distance calls.

Bedding configuration
Any requests for bedding configurations must be made at the time of booking. Relax away will make every effort to accommodate your request however please note bedding configurations cannot be guaranteed.

Reservations are limited to persons over 25 years of age. All guests staying at the property unaccompanied by a parent or guardian must also be over the age of 25 years. We reserve the right at any stage to request photo identification from guests.        

Where the property owner allows pets, should additional cleaning be required this will be charged at cost plus 15%. If pets are not permitted and pets are found on the premises or evidence of pets is found after departure a cleaning charge as required will be made.

Health and Safety
As a guest of Relax away Holiday Homes, it is your responsibility to familarise yourself with the potential hazards and hazardous areas/situations. A list of these are outlined in the property compendium folder which can be found at the property. All guests are required to practice all advised control methods to ensure no harm is caused to any persons staying at the property.

Property suitability
Relax away manages private homes. As such some properties may not be suitable for children or mobility impaired individuals. Please evaluate the property details and check with us if you have any questions. Reservations cannot be refunded if on arrival a property is found to be unsuitable for your needs.

Property occupancy 
Each property has specific occupancy limits which are strictly enforced and must be adhered to. The number of occupants is as per the reservation and may not be increased without approval from Relax away. As private homes you are asked to respect quiet hours between 9pm and 7am. Increased occupancy, excessive noise or illegal activity may result in penalty charges and eviction and forfeiture of all prepaid rental monies.

Relax away do not accept liability for acts or omissions of third parties that may prevent or disrupt a guest’s booking. Information and descriptions are supplied in good faith. Certain features or facilities may not be available from time to time due to circumstances beyond our control for which Relax away accept no responsibility. No liability can be accepted by Relax away for any injury, loss, or damage to the guest or guest’s property or any visitor to the rental property, arising out of or in connection to use of the rental property.

The guest agrees by the payment of the deposit to be bound by these terms and conditions. They also authorise booking agents to release to Relax away credit card details and authorise Relax away to charge the credit card for additional cleaning, damage, loss and other charges as detailed in these terms and conditions.

Offices and contact
Our offices are located at 20 Shotover Street, Queenstown and our regular business hours are Monday to Friday 8.30am to 5pm. We will however be closed on all public holidays.  If you wish to contact us call us on 64 (3) 442 7013. Outside of office hours calls are automatically diverted to a voicemail message which contains details of an on call property manager available for emergencies.