Alloggio Management Holidays New Zealand – Master Terms and Conditions
Introduction
Welcome, and thank you for choosing to stay with an Alloggio Management Holiday Property in New Zealand.
These Master Terms and Conditions apply to bookings made through Alloggio Management for holiday accommodation within our New Zealand Holidays division, including bookings made through our New Zealand holiday accommodation brands, presently including Relaxaway and Bach Break.
They are intended to provide a clear and easy-to-read framework for guests staying in our New Zealand holiday properties. These Master Terms and Conditions also sit beneath and are supported by the broader Alloggio Group Charters and Policies, including those dealing with privacy, data use, marketing, compliance, technology use and data security.
Because some brands, regions, buildings and individual properties have their own operating requirements, these Master Terms and Conditions must be read together with:
the Alloggio Group Charters and Policies;
your booking confirmation;
the property listing;
any house rules, building rules, body corporate rules or guest guides provided for the property; and
any brand-specific or region-specific terms published for the relevant New Zealand holiday brand.
If there is any inconsistency, the following order of priority will apply unless the law requires otherwise:
any law that applies and cannot be excluded;
the Alloggio Group Charters and Policies for matters they expressly govern, including privacy, data handling, marketing, technology use and security;
your booking confirmation;
the specific property rules, guest guide requirements or building or body corporate rules;
the applicable brand-specific or region-specific terms; and
these Master Terms and Conditions.
For the avoidance of doubt, your booking is for short-stay or holiday accommodation only. It is not a residential tenancy agreement, lease or long-term occupancy arrangement.
Who we are
In these Terms, Alloggio Management, we, us and our means Alloggio Management NZ Ltd NZBN 9429051673611 and, where relevant, any New Zealand trading name, associated entity or holiday brand through which your booking is offered or managed, including Relaxaway and Bach Break.
We act as manager or agent for the owner, operator or person legally entitled to grant occupation of the property.
Your agreement with us
By making a booking, paying any amount toward a booking, staying at a property, or allowing other guests to stay under your booking, you confirm that:
you have read and accepted these Terms;
you are authorised to accept these Terms for all guests included in the booking;
all information you provide is true, accurate and complete; and
you will ensure all guests and visitors comply with these Terms.
The person making the booking is responsible for the conduct of all guests, visitors and invitees connected with the booking.
Minimum booking age
Unless a stricter requirement applies to a particular brand, property or booking, the booking guest must be at least 18 years of age.
Some brands or properties may require the booking guest, and in some cases all unaccompanied guests, to be 25 years of age or older. Where that applies, the stricter requirement will be stated in the property listing, booking terms or brand-specific terms.
Nature of stay
Our holiday properties are provided for short-stay accommodation purposes only.
Unless we have given prior written approval, properties must not be used for:
parties, functions, receptions or events;
commercial activity;
photo shoots, filming or content production;
special interest groups;
unlawful purposes; or
any use that is inconsistent with the residential nature of the property or the surrounding community.
Booking confirmation
A booking is only confirmed once:
we have accepted the booking;
the required deposit or full payment has been received or successfully processed; and
a written confirmation has been issued.
We reserve the right to decline or cancel a booking before check-in where:
payment has not been received in cleared funds;
the booking information is incomplete or inaccurate;
the booking does not meet the property or brand requirements;
the booking appears to be high risk, inappropriate or inconsistent with the intended use of the property; or
there has been a pricing, technical or listing error.
If we cancel a booking before check-in for one of the above reasons, our liability will be limited to the amount paid to us for the booking, except where the law says otherwise.
Payment terms
Deposits and balances
Deposit and final payment requirements may vary by brand, property, booking channel, season or rate type.
Unless different terms are set out in your booking confirmation or brand-specific terms:
a deposit may be required at the time of booking to secure the reservation; and
the balance must be paid by the due date stated in the booking confirmation.
If a booking is made close to the arrival date, full payment may be required at the time of booking.
If payment is not received by the due date, we may:
charge the saved card on file where permitted;
cancel the booking;
apply the relevant cancellation terms; and
relist the property for sale.
Card payments and processing fees
Payments may be made by card or by another payment method approved by us.
Where a credit card, debit card, merchant or transaction fee applies, that fee is non-refundable unless required by law.
Where permitted, you authorise us to charge the card used for the booking, or any card later provided by you, for:
accommodation charges;
approved extras and services;
security deposit or pre-authorisation amounts;
damage, loss, breakage or excess cleaning;
late departure or overstay charges;
call-out fees, key replacement costs, rubbish removal or other amounts payable under these Terms.
Currency and taxes
Unless otherwise stated, all prices for New Zealand properties are in New Zealand dollars and include GST where applicable.
Pricing
Rates are subject to change until a booking is confirmed.
Some brands or properties use dynamic pricing. This means rates may rise or fall based on demand, seasonality, length of stay, booking window, local events or other commercial factors. Once your booking is confirmed, the rate is locked in unless you later amend the booking.
Guest service fees and extras
Your booking total may include guest service fees and other charges. Depending on the brand, region, property or booking channel, these may include booking fees, administration fees, distribution costs, technology fees, linen charges, vendor administration fees, incidental damage fees, credit card or merchant charges, extra person charges or other service-related costs.
Additional charges may also apply for optional or requested services, including where available:
early check-in;
late check-out;
extra linen;
cots, highchairs or stroller hire;
extra beds or bedding changes;
cleaning during your stay;
pet stays;
posting of forgotten property;
after-hours check-in support; and
non-emergency attendance at the property.
Applicable fees will be shown in the booking process, property listing, guest registration, guest guide or brand-specific terms where relevant.
Security deposits and pre-authorisations
Many properties require a security deposit, card pre-authorisation, bond or saved card authority before arrival.
The amount and method may vary by brand or property.
Where a bond or pre-authorisation is required:
it must be completed by the deadline we specify;
keys or access details may be withheld until it is completed; and
the amount may be used or claimed toward any amounts due under these Terms.
A bond or pre-authorisation does not limit our rights. If the loss or damage exceeds the bond amount, you remain liable for the balance.
Guest registration, ID and verification
We may require online guest registration before arrival. This may include:
identity verification;
government-issued photo identification;
credit card verification;
age verification;
vehicle details;
guest names and contact information; and
acceptance of additional property or building rules.
If required registration is not completed correctly or on time, we may:
delay or refuse check-in;
cancel the booking in serious cases; or
charge an administration fee where permitted by the applicable brand terms.
For some properties, brands or regulatory environments, we may be required to collect the full names, ages or details of all guests.
Check-in and access
Unless otherwise stated in the property listing, booking confirmation or brand-specific terms, standard check-in is from 3.00 pm on the arrival date.
Some regions, brands or properties may have different check-in times.
Access instructions will only be released once all required steps are completed, including payment, guest registration, ID checks and any bond or pre-authorisation requirements.
Depending on the property, access may be provided by:
key safe or lockbox;
keypad;
office collection;
meet and greet; or
another method advised by us.
If you are arriving outside business hours, you must let us know in advance where required. Additional after-hours or special arrangement fees may apply.
Check-out and departure
Unless otherwise stated in the property listing, booking confirmation or brand-specific terms, check-out is by 10.00 am on the departure date.
Some properties or brands may have a different standard check-in or check-out time.
On departure, you must:
vacate on time;
return keys, fobs, remotes and access devices as instructed;
leave the property reasonably clean and tidy;
wash and put away dishes unless otherwise advised;
place rubbish and recycling in the correct bins or disposal area;
switch off lights, appliances and heating where reasonable;
secure windows and doors; and
follow any departure instructions given in the guest guide or booking correspondence.
Late departures may result in:
waiting-time charges from cleaners or staff;
a late check-out fee;
an extra night’s charge; or
deduction from your bond or card authority.
Property condition and description
We describe properties honestly and in good faith. However, holiday properties are privately owned and may change over time.
Furniture, styling, décor, appliances, bedding configurations, views, landscaping and facilities may vary from photos or prior stays due to replacement, maintenance, owner updates, wear and tear, seasonal conditions or matters outside our control.
If a feature is essential to your stay, you should confirm it with us before booking.
We are not responsible for minor, non-material variations between website images and the condition of the property at the time of your stay.
Occupancy and visitors
The property may only be occupied by the number of guests approved in the booking confirmation.
Unless we give prior written approval:
extra guests are not permitted;
visitors may be restricted or prohibited;
day visitors may not be allowed at some properties;
tents, caravans and additional mattresses are not permitted; and
the property must not be used in a way that exceeds its approved capacity.
If we reasonably believe the property is overcrowded or being used in breach of these Terms, we may require unauthorised persons to leave immediately or terminate the booking without refund.
Noise, parties and community standards
Our properties are located within local communities and residential settings where guests are expected to act respectfully at all times.
You must not:
create excessive noise;
disturb neighbours or other occupants;
hold parties, events or gatherings without written approval;
behave in a threatening, abusive or offensive way; or
do anything that breaches a building rule, local requirement or guest conduct standard.
Some properties have quiet hours or stricter conditions due to their location or building setting. Where those apply, you must comply with them.
Security attendance, contractor attendance, body corporate penalties or related costs resulting from your booking may be charged to you.
Serious or repeated breaches may result in immediate eviction without refund.
Smoking, vaping and fire safety
Unless a property listing clearly states otherwise, smoking and vaping are not permitted inside the property.
Some properties also prohibit smoking anywhere on the grounds, balconies, courtyards or common areas.
Guests must comply with all fire safety directions, including those relating to smoke alarms, BBQ use, fireplaces and outdoor heating.
You must not:
tamper with smoke alarms or fire safety equipment;
leave a fireplace, heater or BBQ in an unsafe condition; or
create a fire hazard.
You are liable for any cleaning, deodorising, fumigation, call-out, compliance or repair costs arising from a breach of this clause.
Pets
Pets are only permitted at properties specifically approved as pet friendly and only where disclosed and approved in advance.
Pet fees, pet conditions and breed, size or number restrictions may apply.
If an unauthorised pet is brought to a property, we may charge additional cleaning or damage fees and may terminate the booking in serious cases.
Guests remain fully responsible for any pet-related damage, noise, nuisance, fleas, waste, injury or additional cleaning.
Parking and vehicles
Guests must only park in the spaces allocated to the property or those lawfully available for guest use.
Vehicles must not obstruct neighbours, driveways, common areas, lawns or emergency access points.
Additional vehicles may be prohibited at some properties.
Cleaning, rubbish and linen
Properties are generally provided on a fully self-contained basis.
The booking price may include a standard departure clean, but this does not cover unreasonable mess, excess rubbish, unclean BBQs, heavily soiled furnishings, smoking residue, stains, or failure to follow checkout instructions.
Additional cleaning charges may apply where the property is left in a condition requiring more than the standard clean.
Guests must follow local rubbish and recycling requirements and any property-specific bin instructions.
Some properties include linen and towels. Other properties may require guests to bring linen or hire it separately. This will be stated in the property listing, booking information or applicable brand terms.
Beach towels are not usually supplied unless specifically stated.
Damage, loss and breakages
You must notify us as soon as possible if:
there is damage on arrival;
something breaks during your stay;
a safety issue arises; or
something is lost, missing or not working.
You are responsible for any damage, loss, breakage, theft or excess cleaning caused by you, your guests, visitors or invitees, fair wear and tear excepted.
This includes damage to:
the property;
furniture and furnishings;
appliances and equipment;
keys, remotes, fobs and access devices; and
neighbouring property where caused by your conduct.
Where relevant, we may charge the reasonable cost of repair, replacement, specialist cleaning, labour, administration, call-out fees and any associated third-party costs.
Keys, remotes and lock-outs
You must keep keys, remotes, fobs and access devices secure at all times.
They must not be copied, retained after departure or provided to unauthorised persons.
Lost keys, remotes, fobs, after-hours lock-outs, replacement of key barrels or security attendance may result in charges to you.
During-stay issues and maintenance
If there is an issue during your stay, please contact us promptly so we have a fair opportunity to investigate and respond.
We may arrange for cleaners, maintenance contractors, tradespeople, owners or authorised representatives to attend the property where reasonably necessary to:
inspect an issue;
perform urgent repairs;
carry out maintenance;
comply with legal obligations; or
protect the property or incoming guests.
Where permitted by law, we may enter the property at reasonable times for those purposes, and immediately in an emergency.
Non-emergency call-outs caused by user error, failure to follow instructions, or no fault being found may be charged to you where the applicable brand terms allow.
Amenities and use at your own risk
Spa pools, pools, stairs, balconies, fireplaces, kayaks, surfboards, bikes, jetties, bunk beds, BBQs and similar features may present risk.
You and your guests use all amenities at your own risk.
Children must be supervised at all times.
You are responsible for satisfying yourself that the property is suitable for your group, including children, elderly guests or guests with mobility, medical or accessibility needs.
Health, safety and disclosure
You must take reasonable care for your own safety and the safety of others during your stay.
You must tell us before arrival about any material medical, access or safety requirements that may affect the stay or require special handling, to the extent necessary for us to consider whether the property is suitable and whether arrangements can be made.
We do not guarantee that every property is suitable for every guest.
Cancellations by you
Cancellation terms vary across our New Zealand Holidays division depending on the brand, booking channel, property, season, event period and rate type.
The cancellation policy that applies to your booking will be the policy shown:
at the time of booking;
in your booking confirmation;
in the applicable brand-specific terms; or
in the booking channel terms where you book through a third-party platform.
Unless the applicable booking terms state otherwise:
all cancellation requests must be made in writing;
credit card, merchant or transaction fees may be non-refundable;
there is no refund for early departure, unused nights or no-shows; and
amendments may be treated as cancellations where requested too close to arrival or where the original dates cannot be resold.
We strongly recommend travel insurance.
Changes or cancellation by us
Sometimes a property becomes unavailable due to sale, owner decision, maintenance, safety concerns, utility failure, weather event, emergency, legal requirement or other circumstances outside our reasonable control.
If that occurs, we may:
offer comparable alternative accommodation where reasonably available;
move your booking to another property of a similar standard where appropriate; or
cancel the booking and refund amounts paid to us for the unavailable nights.
Except where required by law, we are not liable for additional costs such as travel, transport, loss of enjoyment, event tickets, alternative accommodation costs or consequential losses.
Force majeure and events outside our control
We are not liable for failure to perform, delay, cancellation, interruption or property impacts caused by events outside our reasonable control, including:
severe weather;
flood, fire or storm;
utility outages;
road closures;
acts of government or authority;
public health events;
industrial action; or
other unforeseen events.
This includes where an external event affects your ability to travel or continue your stay.
Building works, neighbourhood activity and local conditions
Holiday properties are located in active communities. Construction, renovation, road works, landscaping, neighbour activity, pest treatment, internet interruptions and similar matters may occur before or during your stay.
These matters are often outside our control and do not automatically entitle a guest to compensation, refund or relocation unless the issue materially prevents occupation and the law requires otherwise.
Compliance with laws and rules
You must comply with all applicable laws, local regulations, body corporate rules, community rules and guest conduct standards that apply to the property and your stay.
Disclosure of conduct breaches
If you or any occupant under your booking seriously breaches these Terms or applicable rules, we may, where permitted by law, disclose relevant information about the breach to the property owner, building manager, body corporate, security provider, platform provider, legal advisers, insurers, regulators or other relevant persons.
Liability
To the maximum extent permitted by law:
we do not accept liability for loss, damage, injury, delay, inconvenience or expense arising from your use of the property or inability to use the property, except to the extent directly caused by our negligence or breach of law;
we are not liable for the acts or omissions of owners, neighbours, contractors, utilities, telecommunications providers, third-party platforms or other third parties;
we are not liable for loss of enjoyment, indirect loss, consequential loss, loss of opportunity or travel-related costs; and
you are responsible for securing your own travel insurance and protection for personal belongings.
Nothing in these Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under applicable New Zealand law.
Indemnity
You indemnify us, the property owner and our related bodies corporate, officers, employees, contractors and agents against claims, liabilities, losses, fines, penalties, damages, costs and expenses arising from:
your breach of these Terms;
any act or omission by you, your guests, visitors or invitees;
property damage, nuisance or injury caused during your stay; or
your unlawful, negligent or reckless conduct,
except to the extent the loss is caused by our negligence, wilful misconduct or breach of law.
Alloggio Group Charters, Policies, Privacy and Data Use
All bookings, guest interactions and services provided under Alloggio Management and each New Zealand holiday brand, trading name or associated entity within the Alloggio group are subject to the broader Alloggio Group Charters and Policies.
These group policies form the overarching framework that applies across our brands and entities, including in relation to:
privacy and personal information handling;
data security and cyber protection measures;
how guest, owner and user data is collected, stored, used and disclosed;
direct marketing, service communications and customer engagement;
website, platform and technology use;
legal, risk and compliance standards; and
any other group-wide policy or charter published by the Alloggio group from time to time.
To the extent permitted by law, these Master Terms are to be read together with the Alloggio Group Charters and Policies. Where a group policy deals with privacy, data handling, marketing consents, cookies, security controls or related matters, that group policy will apply across all Alloggio brands and entities unless a stricter legal requirement applies.
We collect, use, store and disclose personal information in accordance with our privacy policy, our data security settings, the Alloggio Group Charters and Policies, and applicable privacy laws.
This means that, depending on the nature of your interaction with us, we may use your information to:
manage and administer your booking;
verify identity and payment details;
provide guest support and operational communications;
improve our services, websites, systems and guest experience;
conduct internal reporting, fraud prevention, risk management and compliance activities;
send service updates, booking-related notices and other necessary communications; and
where permitted by law, send marketing, promotional material or relevant offers from Alloggio group entities, brands or related services, unless you have opted out or told us in writing that you do not wish to receive those communications.
Where required for booking administration, compliance, fraud prevention, marketing administration, technology operations or guest servicing, we may share relevant information with service providers, payment processors, identity verification providers, technology partners, property owners, building managers, related Alloggio group entities, contractors or authorities.
Alloggio takes privacy, confidentiality and data security seriously. We use reasonable administrative, technical and organisational safeguards designed to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.
By making a booking or using our services, you acknowledge that your information will be handled in accordance with this clause and the applicable Alloggio Group Charters and Policies.
Severability and updates
If any part of these Terms is found to be unenforceable, the remaining parts continue to apply.
We may update these Master Terms and Conditions from time to time. The version that applies to your booking is the version published or provided at the time your booking is made, unless a later version is required by law.
Contact
If you need help before or during your stay, please contact the relevant Alloggio holiday brand or booking support team shown in your booking confirmation.
For New Zealand contact details, please refer to your booking correspondence or the relevant brand website.