Trova

Staysouth Policies

Booking terms & conditions

Any guest making a booking must be over 25 years of age and all/any guests unaccompanied by a parent or guardian must also be over 25 years of age

All Staysouth bookings are secured by way of email confirmation from Staysouth to you/the guest. A booking is deemed to be confirmed and a property secured once a valid credit card number is received.

All credit card details held on file against a booking must be entered by the Lead Guest into Staysouth’s reservation system/secure merchant services vault via a secure email link provided by Staysouth Reservations. If credit card details are not entered by the Lead Guest via this secure link Staysouth reserves the right to cancel your booking before check-in time or within 48hours of the emailed booking confirmation, whichever is sooner.

Note: this link is generated by Staysouth and is not the same as that generated by an online third-party booking platform e.g. Booking.com or Expedia etc. If you have already entered your credit card details via one of these platforms, Staysouth may still require you to re-enter your details using our link as well as provide photo ID in the name of the lead guest and the cardholder, you may also be asked to produce the card and corresponding photo ID at the time of check-in (to verify the card belongs in fact to a person staying). This is to protect us, Staysouth, and our Property Owners in the event of credit card fraud.

Cancellation terms for all single unit bookings:

Bookings made with zero deposit at the time of booking
Payment in full is required no later than 60 days prior to the arrival date.
If cancelling more than 60 days before check-in, NO CANCELLATION FEE applies, regardless of the reason for cancellation.
If cancelling within 60 days before check-in a CANCELLATION FEE of 100% of the total accommodation cost applies

Any unused nights are considered a no-show or a last-minute cancellation and are non-refundable. No refunds will be given if a guest vacates the property early.

Multi-Unit Bookings:

Multi-unit bookings (more than 1x apartment or villa) booked during NON-PEAK periods require a 25% deposit at the time of booking. The deposit is refundable, minus an administration fee of $250 per villa/apartment if cancelled more than 60 days prior to the arrival date. The balance payment is due 60 days prior to arrival, and the booking is non-refundable from this point onwards.

Multi-unit bookings (more than 1x apartment or villa) booked during PEAK periods (24Jun to 15Oct; 15Dec to 31Jan inclusive) require a 25% deposit at the time of booking. The deposit is refundable, minus an administration fee of $250 per villa/apartment if cancelled more than 90 days prior to the arrival date. The balance payment is due 90 days prior to arrival, and the booking is entirely non-refundable from this point onwards.

Staysouth recommends all guests (domestic or international) hold travel insurance in case of cancellations.

Staysouth recognises that our cancellation policies are strict, however, we manage these properties on behalf of the individual owners, and we are often not able to re-fill gaps left due to cancellations.

Payment Methods: Staysouth accepts bank/wire transfers and VISA & MASTERCARD card payments.

All bank transfer fees must be paid by the payer and from 12 June 2020, all card transaction fees are included in the Staysouth.com rates. All international transfers incur an additional landing fee of NZD25.00. Any shortfall in bank transfer payments will be charged to the lead guest's credit/debit card entered at the time of booking.

Non-payment or issues with credit cards: Occasionally there may be an issue with a credit card. Should this occur, a replacement credit card is required to be supplied via Staysouth’s direct and secure email link and monies due must be immediately paid. Failure to do so may result in immediate cancellation of the booking, with no refund given.

SECURITY BOND, INCIDENTAL CHARGES & DAMAGE

Incidental & Additional Charges: All bookings require valid Lead Guest credit card details to be held on file in case of any incidentals, damage caused and/or failure of the guests to perform all obligations set out in Staysouth’s Terms & Conditions, and general policies herein or in its properties’ Compendium. These charges may include but are not limited to: telephone charges, property servicing, concierge services, additional cleaning fees or removal of excessive rubbish, penalty fine for strong odours (cooking and or smoking) found in the property, excessive noise created or disruption caused to other surrounding residents, penalty fines for breaking any local laws, regulations & restrictions. Any additional charges must be settled immediately.

Standard Security Bond: All bookings require a bond by way of a “Credit Card Pre-Authorisation” to cover any damage caused to the property. The Lead Guest will be advised of the cost upon booking (property specific and varies between NZD500 to NZD1500). Staysouth will place the bond pre-authorisation on The Lead Guest’s credit card on the day of check-in.

Access will not be given to the property until the bond pre-authorisation is in place and the appropriate credit is held successfully. The amount held against your credit card’s available limit will be released back onto the card when an exit inspection has been completed to confirm that there are no missing items and that there is no excessive cleaning required, sorting of chattels etc. between properties (in cases of multi-apartment or villa rentals), excessive rubbish to be removed or any damage to the property.

Should the cost for any required reparations exceed the bond amount held, Staysouth reserves the right to immediately charge any card supplied/on file and relevant to the booking. The Lead Guest authorises Staysouth after the post-stay inspection; to debit their credit card with any associated costs required to make good the property and return it to the same condition it was in when guests checked in.

The pre-authorisation is not a charge or transaction against your card and does not incur any additional fees.

The Security Bond will only be released after a full post-stay inspection is conducted to confirm there has been no damage to the property, no missing items and no excessive cleaning and/or rubbish removal is required.

Non-standard Security Bond: On occasion, Staysouth may require that a higher than usual bond be held. This may be due to a property being used as a venue for a function or event for groups larger than the normal occupancy limits or film job. This will be explained and notified at the time the relevant booking is made.

RATES - ACCOMMODATION & EXTRAS

Prices and information are subject to availability and rates at the actual time of booking. Overnight Rates are secured and agreed at the time a booking is confirmed and a deposit received. Staysouth.com reserves the right to amend online advertised rates at any time. Any rate adjustments do not affect any confirmed bookings already in place.

Most Staysouth properties have a “base rate” valid for up to a certain number of guests. If your party comprises more than this number an additional per person per night cost applies. The correct overnight rate paid to Staysouth is the Lead Guest’s responsibility. An incorrect number of guests specified and paid for may result in penalty charges, the immediate termination of stay or eviction with no refund of unused nights, or temporary denial of access to the property until alternative accommodation for the extra guests is booked and paid for and proof of such provided to Staysouth.

All overnight accommodation rates and any additional prices, fines or fees listed in The Rental Agreement or in any email, phone or SMS/text correspondence and/or on Staysouth’s websites are in New Zealand dollars (NZD) and, unless otherwise specified, will include a 15% Goods and Services Tax (GST).

LEAD GUEST: LIABILITY FOR YOUR GUESTS & INVITEES

It is the Lead Guest’s responsibility to ensure all Terms, Conditions, Rules & Policies specified in The Rental Agreement are complied with by your guests and invitees and you, the Lead Guest acknowledge that you, your guests and invitees:

Use the Property and any extra facilities included in your rental of the Property at your own risk;
Children are supervised by a parent, guardian or responsible adult at all times;
Are responsible for any call out charges arising through damage or misuse of alarms, appliances, electronics or excessive use of services;
Are responsible for any call out charges arising from complaints received from neighbours and/or other guests, the body corporate, police or governing bodies/representatives;
All personal items belonging to you, your guests or your invitees, any vehicles and vehicle contents belonging to or under your, your guests or invitee’s responsibility remain solely your responsibility;
Staysouth accepts no responsibility or liability for any damage to any property or for any injury, loss or damage that you, your guests or invitees may suffer during your stay.

UNFORESEEN CIRCUMSTANCES, FORCE MAJEURE, ISSUES BEYOND STAYSOUTH’S CONTROL

Staysouth, at its discretion, may choose to relocate guests to an alternative property, or cancel any booking in the event of Force Majeure, if the property has become unsafe for any reason or any other unforeseen circumstance beyond Staysouth’s control. Staysouth will not be liable for any loss or damage sustained by the guest due to any of these situations or from such relocation or cancellation.

Staysouth.com Ltd. does not accept any responsibility or liability for acts of omission or misrepresentation by third parties and third-party websites that may prevent, disappoint or disrupt a guest’s booking and stay at a Staysouth property.

All information and descriptions listed on any and all Staysouth owned websites are believed to be accurate and are offered in good faith. On occasion and due to circumstances beyond our control; certain features or facilities may not be available and for this we accept no liability. Every effort has been made to describe the property accurately and supply and provide what has been described on our website and we do not accept any liability if the property does not meet guest expectations.

Staysouth and the Property Owner accept no responsibility for any issues and inconvenience arising from situations/conditions beyond the boundary of the Property. Staysouth will make every effort to advise in-house guests of any known and pre-scheduled maintenance works required in the property itself or in the property’s building, however, neither Staysouth nor the Property Owner accept any responsibility or liability for these works.

Cancellation Policy

As all Staysouth properties are privately and individually owned, late cancellations have a significant impact. We require a current credit card with expiry date and CCV number to confirm a booking. Full payment of the booked accommodation and services is required 60 days prior to arrival.

All cancellation and/or amendment requests must be received in writing via email. Staysouth will acknowledge and confirm receipt of all amendments and cancellations by return email.

Cancellation: means the cancellation of all or any number of nights confirmed i.e. it may be the entire booking or it may be some of the nights/part of the total nights booked. A request to decrease the number of nights of stay is considered a cancellation of those nights now not staying i.e. if booked for 8 nights and you wish to cancel 3 of those nights to now only stay 5 nights – the 3 nights “not stayed” are considered a cancellation.

Cancellation terms for all single unit bookings:

Bookings made with zero deposit at the time of booking
Payment in full is required no later than 60 days prior to the arrival date.
If cancelling more than 60 days before check-in, NO CANCELLATION FEE applies, regardless of the reason for cancellation.
If cancelling within 60 days before check-in a CANCELLATION FEE of 100% of the total accommodation cost applies

Any unused nights are considered a no-show or a last-minute cancellation and are non-refundable. No refunds will be given if a guest vacates the property early.

Multi-Unit Bookings:

Staysouth recommends all guests (domestic or international) hold travel insurance in case of cancellations.

Staysouth recognises that multi-villa policies are strict, however, we manage these properties on behalf of the individual owners, and we are often not able to re-fill gaps left due to cancellations.

Cancellations and written refund applications received from the lead guest may be considered on occasion. Staysouth, at its sole discretion, may agree to a partial or whole refund on compassionate grounds (e.g. family bereavement). Please do not be offended if Staysouth requests proof of the reason for cancellation.

Any refunds due will only be refunded to the credit/debit card used to pay the deposit or by bank transfer if the deposit was paid by bank transfer.

Failure to receive relevant VISAs to travel to and stay in New Zealand will not be considered a viable reason for a refund.

Amendments: Should you wish to amend your booking; please contact us as soon as possible, in writing, so we may accommodate your request. Changes are at Staysouth’s discretion and due to availability, time of year and/or property owner requests/specifications may not always be possible. Staysouth reserves the right to charge an administration fee of NZD75-NZD250+GST to amend an existing booking.

Amendments must be received in writing 60 days prior to the original check-in date and means: a change of check-in date (must be completed within one year of the original booking’s check-in date), a change to the number of guests, the addition/cancellation of extras in the way of baby gear or guest services or housekeeping requirements or a change in the bed configuration selected at the time of confirmation.

A guest may transfer and amend booking dates subject to the following conditions:

We receive the request in writing and more than 60 days prior to check-in;
You pay any/the balance owing on the original booking prior to the booking being amended;
Staysouth cannot guarantee availability for your alternative requested dates;
Staysouth cannot guarantee the same overnight rate for your alternative requested dates of stay;
If the new booking value is of a higher value to the original booking you will be required to pay the difference at the time the balance of payment would normally be due ie 60 days prior to the new check-in date;
If the new booking value is less than the original booking, no refund will be given;
Any amount previously paid towards the original booking will be credited against the new booking;
New dates must be notified, and availability and rates confirmed at the time of transfer;
A change of date is only permitted once, thereafter if you require dates to be changed, the request will be treated as a cancellation.

If a request to change the date of check-in is received within 60 days of the booking’s check-in date, this will be considered a cancellation, and treatment of this amendment/cancellation is at Staysouth’s sole discretion and may depend on the time of year; seasonality; availability; reason for the amendment, etc.

Cancellation of Extras: These may be refunded if the following conditions are met:

Cancelled more than 24 hours prior to check-in or to when the service/extra is required.
No costs have been incurred by Staysouth. Staysouth expects to recover all/any costs incurred on your behalf.

GUEST TRAVEL INSURANCE & LIABILITY

Staysouth.com Ltd. highly recommends guests carry Travel Insurance to protect against unforeseen and unexpected changes to travel plans which may cause booking cancellation and/or amendments and to protect the Lead Guest against any charges and costs associated with any damage done to and/or any breakages suffered to the property. Staysouth will make every effort to provide you with any documentation required for a travel insurance claim.

Check in & Check Out

Standard check-in time: from 03:00pm
Standard check-out time: before 10:00am

Staysouth is not based at the property and the property does not have an onsite “Reception” so the following have been put in place for guests’ seamless and easy self-check-in (and check-out):

A pre-arrival email with directions, your apartment/villa number, instructions on how to access your property and its Wi-Fi access details will be emailed directly to the Lead Guest approximately 5-7 days prior to your check-in date. If your booking has been made and confirmed within 5-7 days of check-in, your pre-arrival email will be sent as soon as the booking has been paid in full.

On the day of check-in; and once the security bond (by way of a pre-authorisation on the Lead Guest’s credit card) is in place and the property is ready for you to self-check-in; a further email & SMS/mobile phone text message will be sent to the Lead Guest with the property’s door or lock-box code. This will then give you access to the property.

Guests may check-in at any time from 3pm onwards.

Meet & Greet Service: Should you require a meet and greet; Staysouth is happy to conduct one. You will need to pre-book. Cost is NZD75 if conducted between 3-6pm and NZD150 if between 6-8pm. Should our staff need to wait for more than 15 minutes without any contact from you or if they are required to return at another time there will be a further call-out fee of NZD150+GST.

Early Check-In:

Check-in earlier than 3pm may be available by prior arrangement. Any early check-in requests cannot be guaranteed and will be charged as an additional fee to guests as follows;

Prior to 11am will incur an extra nights charge
Between 11am-1pm will incur 50% of the nightly charge
Between 1pm-3pm will incur $150 charge

GUEST CHECK-OUT & DEPARTURE

Staysouth properties’ standard check-out is 10am and guests may depart at any time prior to 10am.

Before leaving we ask that you:

Notify Staysouth of any breakages and/or damage to the property, its furniture or chattels;
Stack and turn the dishwasher on;
Clear the washing machine and dryer of any personal items and ensure they are empty;
Ensure all furniture is in its original position;
Place rubbish in the appropriate bins provided (see compendium for property-specific details) and ensure the property is neat and tidy;
Empty the safety deposit box (if your property has one) and ensure it is unlocked and open;
Turn off all heaters, gas fire, lights, hairdryers and electric blankets;
Logout of any TV channel Apps e.g. Netflix;
Ensure any keys, remote controls, garage door openers are all returned to where they were when you arrived;
Lock all doors, close all windows.

Standard cleaning upon your departure is built into the nightly accommodation rate. However, the Lead Guest is responsible for ensuring the property is left in the same neat and tidy condition it was in when you arrived – this includes washing up, BBQ cleaned (if your property has a BBQ) & rubbish placed in appropriate bins.

Should an excessively littered or dirty property result in extended housekeeping hours required to service and prepare the property for the next guests; Staysouth.com, at its sole discretion, reserves the right to charge extra time at NZD50+GST per hour. Should it be necessary to clean carpets, fumigate, remove stains, repaint, repair finishes, or replace furnishings, textiles, BBQ or homewares, or remove excess rubbish; you will be charged for any Staysouth staff’s or any commercial or professional contractor’s travel, labour, materials, and merchandise, plus an administration fee of minimum 1 hour @ NZD50+GST. These costs will either be deducted from the security bond held against the Lead Guest’s credit card or in the event the transaction is declined, to any credit card held on file in reference to your booking.

Unauthorised late departure: Failure to depart the property without prior arrangement with Staysouth Reservations, will incur additional penalty fees to guests which may include and not limited to, additional staff or cleaning costs including waiting time and will be deducted from the security bond held against the Lead Guest’s credit card or debited to any credit card held on file in reference to your booking.

Authorised late check-out: Guests may only checkout after 10am by prior arrangement. Any late check-out requests cannot be guaranteed and will be charged as an additional fee to guests as follows;

Between 10am-midday $150
Between midday-2pm will incur 50% of the nightly charge
After 2pm will incur and extra night's charge

Apartment & Villa Servicing

All Staysouth properties are self-contained, self-catered and self-serviced.

Other than your departure clean; in-house housekeeping or servicing is not included in your overnight rate. Upon request customised and additional servicing can be arranged – costs as well as staff availability and rostering conditions apply.

Bed Configuration Policy: Each property has its own bed configuration limitations, please check these at the time of booking and specify your requirements. Once confirmed by Staysouth and accepted by guests; any request to change the configuration upon arrival (for example, from two singles to a zip king) may result in an additional callout fee and linen charges.

PRE & POST STAY INSPECTIONS

Staysouth conducts both pre-stay and post-stay inspections. This is to ensure the property is maintained at its high level of presentation, that appliances and fittings in the property are working correctly and safe for use and that guests are not erroneously charged for causing any breakages or damage.

Should you notice something broken, damaged or not working correctly please advise Staysouth immediately. We will advise if this is pre-existing and/or we will make every effort to repair it as soon as possible. We hold detailed photos, notes and files of all/any known marks/damage/issues to each Staysouth property. If not reported and if not on file as a pre-existing condition, Staysouth may assume the damage occurred during your stay and the Lead Guest would then be liable for the repair/replacement.

Upon your departure and at the time of the post-stay inspection; if Staysouth, at its sole discretion, is not satisfied with the condition of the property, reasonable wear and tear notwithstanding, we reserve the right to debit costs to the card/s held on file or deduct from the bond the cost to return the property to the condition it was in at the time of your arrival. A written breakdown of all charges will be emailed to the Lead Guests once charged.

Should an excessively littered or dirty property result in extended housekeeping hours required to service and prepare the property for the next guests; Staysouth.com, at its sole discretion, reserves the right to charge extra time at NZD55+GST per hour. Should it be necessary to clean carpets, fumigate, remove stains, repaint, repair finishes, or replace furnishings, textiles, BBQ or homewares, or remove excess rubbish; you will be charged for any Staysouth staff or any commercial or professional contractor’s travel, labour, materials, and merchandise, plus an administration fee of minimum 1 hour @ NZD55+GST. These costs will either be deducted from the security bond held against the Lead Guest’s credit card or in the event the transaction is declined, to any credit card held on file in reference to your booking.

Lost keys, remote controls and garage remotes incur charges between NZD100 - NZD250 +GST. These costs will be deducted from the security bond or debited to either a credit card held on file. An invoice/receipt will be emailed to the Lead Guest.

Minimum Night Stays

All of our properties have a minimum night stay policy. This does vary according to the time of year. As a guideline, our minimum night stay is 2 or 3 nights during shoulder season and 5 to 7 nights during high season. The minimum night policy may vary between our different apartments and complexes.

If requesting a stay less than the minimum specified, a surcharge may apply. Please talk to our friendly reservation staff to discuss your booking requirements, as we do try to accommodate if possible.