General Terms & Conditions

You’re not committed until you secure your booking by paying. Payment 1 is due now, but you have a 48-hour Free Cancellation or Change period.

These are general terms & conditions and apply to all holiday homes and all bookings.
Your personal booking details will be displayed on the next page, once you have agreed to these general terms and conditions. You are not committed until you secure your booking by paying.
Please read carefully as they contain important information and are not ‘just the usual’.

Definitions

WHH Ltd: Waiheke Holiday Homes Ltd, the booking agent
Guest or You: The individual named in the booking confirmation, aged 25 or older unless otherwise agreed in writing by WHH Ltd.
Guests: Refers collectively to all individuals staying at or using the Property.
Property: The holiday property.
Owner: The legal owner of the Property.
Manager: The Owner’s representative, responsible for managing the Property.

Guest Responsibilities

Main guest: You, the Guest named in the booking confirmation, are responsible for the Property and its contents during the booking period and must not sublet or leave the property in the care of any other person without written permission from WHH Ltd or the Owner.
Identification: We may ask you to confirm your identity via scan of an official identity document.

Property Suitability: You are responsible for verifying that the property is suitable for your needs and is safe and suitable for e.g., infants, children, elderly, less abled or disabled individuals.
Property Use: Guests must not engage in any activities that could negatively impact the Owner's or Manager's insurance coverage.
Holiday Use Only: The property is for temporary & transient short stay holiday accommodation only, and no right to remain beyond the booked dates exists.
Safety: You are responsible for the safety of all people and pets at the property, including ensuring that gates, pool covers, and other safety features are properly used, and you must also follow any safety guidelines provided by the Owner or Manager.
Guests Own Risk: Use of property, its contents and facilities are at the Guests’ own risk. WHH Ltd, the Owner or Manager are not liable for any resulting loss, damage, or injury.
Property Security: You must ensure that the Property is secure at all times, locking all windows, doors, gates and pool covers, turning off appliances & extinguishing fires when not in use, when vacating or when Guests are not present at the property.
Guest Liability: You are responsible for the safe-keeping of the Property and contents and for any damage, loss, or breakage caused by the Guests, visitors or pets, or if the property is left unsecured during the booked dates or when vacating, by any unauthorized person or weather conditions. The Owner may recover the cost of all repairs or replacements from you.
Personal Belongings: The Guests are responsible for their personal belongings and vehicles. WHH Ltd, the Owner or Manager are not liable for any loss or damage. Note that the personal belongings of Guests are not covered by the insurance policies of the Owner, Manager, or WHH Ltd.
Children: Children must be supervised at all times by a responsible adult over the age of 18.
Smoking: Smoking is not allowed inside or near to any building and is not permitted at all at some properties. You are liable for any additional cleaning costs to remove smoking odours or cigarette butts.
Keys & Remote controllers: You must return all keys and remote controllers as instructed and must not have keys copied or change or install any locks.
- Lost keys or remote controllers, tampering with key safes, or leaving keys in unapproved locations will result in additional charges which may include replacement of all locks and all associated keys. A basic minimum fee of $100 plus GST will apply for lost keys or lockouts.
Pools, Spa pools or hot tubs - Guests must follow all written & verbal instructions provided & will keep any pool clean and sanitary & at correct water level.
Appliance Settings: Guests must not tamper with or alter any settings on the property's appliances, including heating, cooling, or security systems.
- Readjustment costs for any changes made to appliance settings will be at your expense.
Reporting of problems: You must report any problems, faults, breakages or damage to the Manager immediately.

Occupancy & Parties

Maximum Guests: The number and age range of people staying at, or using the property, at any time including children over 12 months of age, must not exceed the maximum number stated in the booking confirmation without written permission from WHH Ltd, Owner or Manager.
Additional Accommodation: No additional accommodation (e.g., tents, caravans, motorhomes) is permitted without written permission from WHH Ltd, Owner or Manager.
Prohibited Activities: Private or commercial parties, functions, gatherings or events of any kind, or any commercial activities e.g., filming, advertising, events, conferences, are not permitted without written consent of WHH Ltd or the Owner.
Noise Control: Guests must respect the neighbours’ rights to peace and quiet at all times, day and night, and must abide by local noise regulations. Intrusive or loud music or noise is not permitted at any time.

Help During Your Stay

Help & Assistance: The Owner or their Manager will provide help and assistance during normal hours and emergency help until 8 PM.
- Contact phone number will be advised by email before arrival and again by SMS text at check-In.
- Call-out fees may apply for issues caused by the Guests.
- Issues can usually be resolved quickly for you when the Manager is informed of the problem. Report any problems, faults, breakages or damage to the Manager immediately.
Property is privately owned & managed. WHH Ltd is not the Owner or the Manager of the Property.

Check-In & Check-Out Times

Time Adherence: Check-in and check-out times are specified in your booking confirmation and must be followed to avoid additional charges. Early check-in or late check-out may be possible with written approval from WHH Ltd, the Owner, or Manager.

Vacating Responsibility: You must leave the property in a clean and tidy condition, with all furniture returned to its original location and must ensure that all appliances are turned off, fires fully extinguished and all doors, windows, gates, pool covers etc are carefully locked.

Cleaning

If Cleaning Included: Exit cleaning will be specified as included in your booking confirmation and covers basic surface cleaning only, including vacuuming and mopping floors, cleaning bathrooms and toilets, wiping down of kitchen benchtops, sinks and stovetops.
If Cleaning Not Included: If Exit Cleaning is not specifically included in your booking confirmation, you must leave the Property cleaned as found, including doing basic surface cleaning such as vacuuming and mopping floors, cleaning bathrooms and toilets, wiping down of kitchen benchtops, sinks and stovetops.
Rubbish removal: You must remove all rubbish and recycling and follow instructions provided at the Property for disposal.
BBQ cleaning: You must leave the BBQ clean.
Extra charges: Any costs for additional cleaning, rubbish/recycling removal, BBQ cleaning, washing dishes or emptying dishwasher, interior oven cleaning, excessive mess, removing cigarette butts or litter, returning furniture to original location, etc will be at your expense.

Linen

If Linen Included: If included, details will be specified in your booking confirmation. Changes to linen requirements within 15 days of arrival may incur a fee.
If Linen Not Included: If linen is not specifically included in your booking confirmation, you must bring all your own linen, including both Top & Bottom sheets for all beds used, 2 pillow slips per person, towels, hand towels, bath mats, kitchen towels.
Extra charges: Any extra laundry costs will be at your expense, e.g., caused by misuse, pets, or by using beds or pillows without linen.

Pets

Pets are only allowed on any part of the Property, including the grounds, if specified in your booking confirmation.
If permitted, you must bring all pet equipment (e.g., water and food bowls, towels, pet bed, furniture covers), must ensure flea and worm treatments are current, maintain cleanliness at the home and remove pet faeces from the grounds.
Pets must not be left unsupervised and must not disturb neighbours.
Pets must not be allowed on furniture unless properly covered with clean covers provided by you.
You are liable for pet-related damage and for any additional cleaning, laundry and administration charges that may apply.

Property & Facilities Maintenance

Issues must be reported to the Manager immediately to allow prompt resolution.
Maintenance & Presentation: The Owner, or their Manager, is responsible for maintenance of the Property, its contents and facilities and for cleaning, linen, presentation and preparation of the Property for Guests.
Reporting & Resolution of Issues: You must immediately notify the Manager of any damage, breakages, faulty appliances or if any appliance or facility is not available, or you have any other issue with the Property, its contents or facilities, and allow the Manager the time and opportunity to effect a resolution as quickly as possible. WHH Ltd is NOT the Owner or the Manager of the Property.
Liability: The Owner or Manager will make every reasonable effort to promptly address any repairs, maintenance, or replacements during your stay. However, if an issue can’t be resolved within the booking period, or if it is not reported immediately, the Owner or Manager, nor WHH Ltd, will not be liable.
Website Descriptions: Details regarding the Property, its contents and facilities displayed on the WHH Ltd website are provided to WHH Ltd by the Owner who is responsible for ensuring the information provided is correct.

WHH Ltd is the Booking Agent & is not the Manager

Booking Agent Role: WHH Ltd acts as the Owner’s booking agent at all times and not as a principal in renting the Property. As the booking agent, WHH Ltd has no authority to arrange maintenance, repairs or replacements at the Property. You must contact the Owner or Manager for assistance during your stay.
Disclaimer of Liability: As the booking agent, WHH Ltd is not responsible for any issues relating to the property, its contents or facilities, its availability, or for any damage, loss or injury caused by or to the Property, its contents or facilities. Any dispute will be solely between the Owner and the Guest & WHH Ltd will not be liable or involved in any way.

Termination of booking:

WHH Ltd, the Owner, Manager or their agent may terminate the booking if these conditions are not adhered to, in which case the Guests must vacate the property immediately. No refund will be made.

Property availability

If the Property were to become uninhabitable or unavailable before or during the booked dates for reasons confirmed by the Manager, Owner or WHH Ltd, WHH Ltd will try to find a suitable alternative which is approved by you. If no suitable alternative is available, WHH Ltd will refund the balance of your payments, minus the cost of any dates already stayed.
A Property becomes unavailable only very rarely and is outside of the control of WHH Ltd. In such cases, the liability of WHH Ltd, the Owner, and the Manager is limited to refunding the amount you paid. WHH Ltd reserves the right to cancel any booking at any time, in which case, a full refund will be provided (except in the case of Termination of booking).

Communication

WHH Ltd will communicate with you by email, SMS text and telephone.
WHH Ltd will give the Owner or their Manager your mobile phone number so they can communicate with you during your stay.
If necessary, WHH Ltd may provide your full contact details to the Owner.

Payments

Free Cancellation: Cancel with full refund up to 48 hours from Payment 1 due date.
Securing your Booking: Payment 1 will be due immediately to secure your booking.
Easy payment arrangements: Standard payment arrangements are included in your booking however split payments or other easy payment arrangements may be available. Please check with our friendly team.
Payment due dates: Payments and dates due are specified in the Booking Confirmation. Please understand, if your payment has not been received by 5pm local time on the due date, your booking could be cancelled. Please contact our friendly, helpful team.
Trust Account Protection: Your payments are held securely in the Waiheke Holiday Homes Rental Trust account, ASB Bank, Oneroa.
- Payments are made to the Owner no less than 5 days after your check-in date.
- WHH Ltd has operated the Rental Trust account for more than 20 years.
GST is included: Unless specifically stated otherwise

Security Deposit

Security Deposit: A security deposit is required and will be refunded within 5 business days after your vacating date provided the Property is left in good condition and no deductions are required.

Deductions: If additional costs are incurred or damage caused, full details will first be provided to you before being deducted from the Security Deposit and the balance refunded. Please note that Guest liability is not limited to the security deposit amount.

Cancel or Change your booking

Free Cancellation or Change: Cancel and obtain a full refund up to 48 hours from payment 1 due date.
- Or change your booking in any way during this period at no cost, e.g., change the property or dates. This flexibility allows you to confirm with other guests, make transport arrangements etc.
- Cancellations must be notified to WHH Ltd by email.
Cancellation insurance: WHH Ltd recommends taking Cancellation Insurance cover. (Google "Domestic Travel Insurance" if within NZ)
Acceptance of Terms & Conditions: By making payment for a booking, the Guest confirms acceptance of and agreement to these conditions and terms. WHH Ltd reserves the right to amend these Terms & Conditions without notice.

Standard Policy for Change or Cancellation of booking

FREE CANCELLATION or CHANGES up to 48 hours after Payment 1 due date: Payment will be refunded in full for cancellation. Changes are free of WHH Ltd fees.
Cancel more than 90 days before Check-In: Payments will be refunded less 20% administration fee and less service fee.
Change or Transfer more than 90 days before Check-In: You can change your booking dates and/or transfer your booking to a different WHH Ltd Property (at nightly rates advertised for the new dates or property). Amendment fee $80 plus gst.
Cancel or Change less than 90 days before Check-In date: Your payments are non-refundable and non-transferrable, except for:
- If the dates are re-let: If the Property re-lets for the original dates booked, your payments will be refunded minus a fee of 20% of the Booking Total.
  - If you rebook: In this instance, if you rebook and transfer the refund to your new booking, the fee will only be 10% of the Booking Total.
Cancel or no show on Check-In date, or Early vacating: No refund can be made for cancellation on or after arrival date or if early vacating.
Transfer your booking to another person: It may be possible to transfer your booking to another person for the same booked dates. It is at WHH Ltd’s sole discretion whether a booking transfer is acceptable or not and WHH Ltd has the right to reject a booking transfer for any reason. In the event that WHH Ltd accepts a booking transfer, a transfer fee of $80 plus gst will be charged.

Special Pandemic Cancellation or Change Policy

When It Applies:

Travel Restrictions: If the New Zealand Government imposes travel restrictions within New Zealand due to a pandemic, and as a result, the Guest(s), who must be resident in New Zealand, are not permitted to travel to Waiheke Island for the booked dates.
Isolation Requirements: If the Guest(s) are required to isolate by the New Zealand Government due to a pandemic, they must provide official confirmation to WHH Ltd.

Exclusions:

If the travel restriction is personal or individual in nature, the Standard Cancellation Policy will apply.
This policy does not apply if the Guest(s) cannot travel to Waiheke from another country, or because New Zealand's borders are closed or entry to New Zealand is denied.

What Happens Next:

Credit for Future Booking: You will receive a credit for the amount paid, minus a pandemic booking transfer fee of $50 (for credit values under $500) or $80 (for credit values of $501 or more).
Use of Credit: The credit can be used towards one future booking at the original Property, subject to availability.
- If the original Property is no longer available for rental, the credit can be used towards a booking at another WHH Ltd Property.
Rate Changes: If the new booking dates are at a higher rate than the original dates, the higher rates will apply.
Validity of Credit: The credit is valid for 24 months from the original booking start date.
- Expiry: The new booking must be made within 12 months of the original booked dates and must be for dates within 24 months of the original booked dates.
No Refunds: Unfortunately, no refunds will be offered under this special policy.

WHH Ltd reserves the right to amend these Terms & Conditions without notice.