Reservations

All guests under the age of 18 must be accompanied by a parent/guardian or an individual over the age of 18. The property has the right to refuse any booking if the legal parent/guardian over 18 cannot provide a current photo ID.

Payments

We accept cash (NZD), EFTPOS, Visa and Mastercard. When paying by credit card a 2.5% credit card surcharge fee will apply. The price advertised might not be the same price charged to the credit card account due to exchange rate movements.

Check-In

Check-in hours are 3 pm onwards.

Please provide an estimated time of arrival and a New Zealand contact phone number when you make your booking.

Late Arrival

If you expect to arrive later, please contact us before 8 pm and ask for late check-in arrangements.

Check-Out

Check-out is BEFORE 10 am on your departure day.

Please make sure you have left the kitchen clean and tidy with dishes washed and dried (or dishwasher loaded and switched on). Please separate rubbish, recycle and glass according to the accommodation booklet. We reserve the right to charge an extra cleaning fee.

No Show
If you do not show up for your reservation, then your booking, in its entirety, may be cancelled. This is equivalent to a last-minute cancellation. Please refer to the Cancellation terms below.

Children

Children between 0 to 5 years old occupying the same room with at least one adult and using existing bedding are Free of Charge (no additional linen provided). Additional charges may apply if extra beds or linen (including rollaway or cots) are required.

Children between 5 to 12 years old will be charged NZD 45 / per person;

Children over 12 years old will be charged NZD 65 / per person.

Extra Bed

All beds in our holiday houses can be split into singles to cater to different needs. Extra beds and baby cots are also available (costs may apply). Please contact our staff for more options.

Accurate guest numbers

Our rooms are priced differently according to the number of guests staying in. Please kindly inform us of any additional guests prior to check-in (including all children), should it differ from your booking request. We will amend your tariff accordingly. 

Please note: Failure to inform us of additional guests or children will result in a penalty charge of NZD100 per additional guest. We also reserve the right to terminate your booking WITHOUT a refund.

Smoking

Smoking (including vaping) is NOT permitted anywhere in our holiday homes.

Pets

Pets are NOT permitted.                                                  

Parties, excessive noise, disruptive behaviour

Our holiday houses are located in residential areas. Please be respectful and keep any noise/music inside after 10 pm. Gatherings, parties and functions must not be held without permission from Explore Tekapo Excessive noise, disruptive behaviour or anything unlawful will be dealt with immediately and may result in you being asked to leave the property immediately.

Vehicles and belongings

Guests must report any loss of or damage to their property immediately on discovery to Explore Tekapo and shall make themselves available to assist with any reports made by the provider to the police.
Explore Tekapo shall not be liable to a guest for any loss or damage to property caused by the misconduct or negligence of a guest.

Force Majeure

Explore Tekapo shall not be liable for any failure or delay in performing any of its obligations under this Agreement if the failure or delay was due to any cause beyond its reasonable control, including but not limited to war or threat of war, civil or political action or disturbance, riot, natural disaster, fire, epidemic, testing positive for Covid-19, bad weather, terrorist activity (threatened or actual), military activity, governmental or regulatory action, industrial dispute, failure of power or machinery, failure of or interruption in externally provided services and utilities, and all similar events outside holiday homes control.
Whilst all reasonable efforts have been taken by Explore Tekapo to ensure that Bookings made under this Agreement are able to proceed, we reserve the right to relocate any bookings to another accommodation of similar size and standard. The Client acknowledges that Explore Tekapo accepts no liability for any loss or damage suffered by or caused to the Client in consequence of the relocation.
 

Damage to Property

We reserve the right to charge guests the cost of rectifying damage caused by the deliberate, negligent or reckless act of the guest to our property or structure.
Should this damage come to light after the guest's departure, we reserve the right to charge the guest’s card or send an invoice to the registered address.
We will however make every effort to rectify any damage internally prior to contracting specialists for repair and therefore will make every effort to keep any costs that the guest would incur to a minimum.

Additional Charges

A cleaning surcharge may incur if the house is left in an untidy state. This includes evidence of pets.

If there is evidence of smoking inside the house you will be charged an additional night's stay.

Weather Conditions

Lake Tekapo is in Mackenzie High Country, New Zealand. The temperatures here can drop to below zero degrees Celsius during winter, ice and snow are common due to the alpine climate. All our houses are heated with either wood fires or electrical heating appliances, however, please be prepared to wear warm clothing indoors. Please check road conditions and drive cautiously when there has been frost or snow. Please note we do not refund for road closure due to weather.

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Cancellation 

A full refund will be given for cancellations made at least 14 days prior to arrival. 

Please note – special events and promotional room rates/offers may be non-refundable. Please refer to the terms of these special rates.

Changing a booking

Changes to your booking can be made at least 1 day prior to arrival without any charges. 100% of the first night's stay will be charged for changes made on arrival day.

Please note: Availability of changes is not guaranteed. Please contact us to discuss possible options.

Refund policy

All cancellations and amendments must be received by email or in writing. Refunds will only be made within 14 days to the same card/account of the original transaction.

*We are not able to refund you if test positive for COVID-19.  We can only offer a credit note for returning within 12 months from the original booking date.

Christmas/ Easter / Public holiday bookings – Special T&C and cancellation

During New Zealand public holidays, the following policies apply:

A booking deposit for All cancellations is non-refundable.

Any cancellations will only be refunded a maximum of 50% of the total booking amount (including the deposit amount) if the check-in date is at least 14 days away. No refunds will be given for cancellations made within 14 days of check-in.

Should you make a change to your booking within 14 days of Check-in, price differences between your original booking and the replacement booking are non-refundable