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Update: COVID-19 State of National Emergency in New Zealand

As guests and owners of Relaxaway are no doubt aware, the New Zealand Government | Te Kāwanatanga o Aotearoa has declared a State of National Emergency in response to the coronavirus (COVID-19) pandemic and moved to Alert Level 4, placing restrictions on essential and non-essential businesses and services.

We would like to thank all of our customers for their patience as our teams navigate their way through these unprecedented times. All refunds and cancellations are currently being processed, and we have been advised of wait times of up to 12 working days for these refunds to appear in customer accounts.

New bookings

We have ceased taking non-essential new bookings until April 23rd 2020.

While we will be processing new bookings through our direct website, www.relaxaway.co.nz, each booking request will be assessed by our reservations team and actioned based on the strict essential travel criteria.

Essential bookings

Under the measures adopted as part of the declaration of a State of National Emergency, hosts providing accommodation in a whole property are considered an essential business, so long as it is being provided for essential workers, isolation/quarantine or emergency housing. 

Relaxaway Holiday Homes have all properties on an ‘enquiry-only' basis, and we are urging medical professionals and anyone requiring emergency housing to contact us during this time.

Existing bookings

If you have an existing booking for check-in dates between today and April 23 2020, our advice is to follow the NZ Government’s restrictions that are in place. If your booking does not proceed, it will be credited to your Relaxaway Holiday Homes account or refunded if preferable.

We’ve adopted flexible cancellation policies to help all our guests through these challenging times.

Accommodation information

  • Relaxaway Holiday Homes have eliminated any physical interaction amongst staff and between customers. All homes are self-check-in and require a call directly with one of our property managers
  • All appropriate health, hygiene and safety measures are in place
  • We have restricted activity to only what is essential during the Alert Level 4 period

During Alert Level 4, to minimise the risk of transmission, ALL guests will need to stay in their accommodation for the duration of the time that they are required to self-isolate.

Guests who are self-isolating in accommodation for 14 days cannot be asked to leave during that period. This may mean longer bookings have to be declined if the booking overlaps with a guest’s self-isolation period.

Further information from Relaxaway

These are challenging times for all Kiwis and visitors to our country; we’re here to help where we can. It is for the reasons above and in our effort to support the Government, our frontline health-care professionals and to protect the wider community, that we have made these temporary but critical changes to our operation.

 

We have relaxed our cancellation and/or flexible date change policies with most of our homes. Contact us today if you would like to discuss booking a future stay – planning for a holiday can help us all feel positive during this home-based time.

If you have further questions, please do not hesitate to contact us today at queenstown@relaxaway.co.nz or to stay updated with the latest information, visit the www.relaxaway.co.nz news page www.relaxaway.co.nz/news.