Terms & Conditions

1. Booking and payment

• A booking exists once we have confirmed it in writing, not when you send the enquiry.
• Rates are in New Zealand dollars and include GST at 15%. They are per room per night unless stated otherwise.
• A deposit of one night's tariff is taken on stays of three nights or more, on all package bookings, and on every booking during Art Deco Festival week.
• The balance is settled on departure. We accept EFTPOS, Visa, Mastercard and American Express. A 1.9% surcharge applies to American Express.
• We may pre-authorise a card on arrival for incidentals. The pre-authorisation is released at check-out and can take a few days to clear at your bank's end, not ours.

2. Cancellation and changes

• Flexible rates — cancel free until 2pm the day before arrival.
• Package bookings — cancel free until 2pm two days before arrival; after that the deposit is retained.
• Advance-purchase rates — non-refundable and non-transferable. These are clearly labelled before payment.
• No-show — one night's tariff is charged and the remaining nights released.
• Shortened stays — once you have arrived, nights already committed are charged.
• We may cancel a booking if the deposit is not paid, if the hotel cannot open for reasons outside our control, or if a previous stay ended in a serious breach of these terms. In the first two cases you get a full refund.

3. Arrival and departure

• Check-in 3pm; check-out 11am. We move both where we can — ask rather than assume.
• Late check-out to 1pm is free if the room is not going out again the same day, and NZ$60 if it is.
• Bags can be left before check-in and after check-out. The Ahuriri Bathhouse is available from noon on the day you arrive.
• Photo identification is required at check-in for the person paying.

4. In the hotel

• The building is entirely non-smoking, including balconies and the car park stairwell. Smoking in a room incurs a NZ$350 cleaning charge. There is a covered spot by the loading bay off Coote Road.
• Vaping is treated the same as smoking.
• Assistance dogs are welcome everywhere. Other animals are not accommodated.
• Quiet hours are 10pm to 7am. Ninety per cent of the rooms have someone in them who has an early flight.
• Guests are responsible for damage beyond fair wear, charged at cost.
• Parking is free, on-site, first-come, and is used at your own risk. The height limit at the Coote Road entrance is 2.1 metres.
• Lost property is held 90 days and can be posted at your cost.

5. The Breakwater Room — the gaming lounge

• Entry is restricted to persons aged 20 years and over. This is required by the Gambling Act 2003 and cannot be waived by us for any reason.
• Photo identification must be produced on every entry: a New Zealand driver licence, Kiwi Access Card or passport. Images of documents are not accepted.
• Entry is free and does not require you to be staying in the hotel.
• Opening hours are midday to 2.00am daily, with last entry at 1.15am. The room does not open outside those hours.
• Dress is smart casual. High-visibility workwear, gang insignia and anything obscuring the face are not permitted.
• We do not extend credit, cash cheques or lend money for gaming, and staff may not do so personally.
• Game rules and table limits are displayed at each table. The duty manager's decision on the conduct of a game is final.
• We may refuse entry or ask a person to leave without giving a reason, and will do so where host responsibility requires it.
• Self-exclusion agreements are honoured in full for their term. See host responsibility.
• Gaming credit issued as part of a package is non-transferable, has no cash value, is not exchangeable or refundable, expires at check-out, and is void for any person who has self-excluded.

6. Dining and events

• Restaurant bookings are held 15 minutes past the reserved time.
• Groups of eight or more may be asked for a set menu and a deposit.
• Event bookings are governed by a separate written agreement, which sets out deposits, final numbers and cancellation. Where it conflicts with this page, that agreement wins.
• Final numbers for an event are required seven days ahead and are charged whether or not everyone comes.
• Alcohol is served under the Sale and Supply of Alcohol Act 2012. We refuse service to intoxicated persons and to anyone under 18 without exception.

7. Liability

Nothing here limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 where you are dealing with us as a consumer. Where those Acts do not apply — a business booking, for instance — our liability is limited to the amount you paid for the affected service.

We are not liable for loss caused by events outside our reasonable control, including earthquake, flood, storm, fire, power failure, an act of a public authority, or a road closure between here and the airport.

8. Website content

Text and photographs on this site are ours or licensed to us, and may not be reproduced commercially without permission. Room photographs are representative of the category, not of a specific room — a 1937 building does not give you sixty-four identical floor plans.

We keep this site accurate but do not warrant it is free of error. Prices and hours change; the rate you are quoted at booking is the rate that applies.

9. Complaints and law

Tell the duty manager while you are here — almost everything is fixable on the night. Otherwise write to [email protected]. We acknowledge within two working days and answer within ten.

These terms are governed by New Zealand law and the New Zealand courts have exclusive jurisdiction.

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