Booking Terms & Conditions

Helpful information. Updated: 22 August 2023


When you make a booking, you guarantee that you have the authority to accept on behalf of yourself and your party the terms of these booking conditions.

  • Guest(s) making a booking must be over 25 years of age. Any guests under 25 years old must be accompanied by a parent or guardian for the duration of their stay.
  • A deposit of 25% of the total accommodation cost is required to confirm a booking.
  • Final payment is due 42 days prior to arrival.
  • A security bond of NZ$1,000 is required. This will be taken as a pre-authorization on your credit card 2 days prior to check-in and the funds will be released within days of your departure. For bookings of 18+
    nights, the bond will be taken as a charge and refunded within 7 days of your departure and a full
    inspection has been completed.
  • If the balance is not paid 28 days prior to arrival, the booking will be cancelled and the deposit forfeited.
  • All prices stated are in New Zealand dollars (NZD) and include a 15% Goods and Service Tax (GST).
  • We accept Visa, MasterCard and American Express with 3.5% transaction fees.

The number of adults and children to occupy the property must be stated at the time of booking and must not exceed the allowed number of guests stated in the property description.

Please note that some properties are best suited for adults. If specified in the property description children under 10 years old require the Owner’s approval prior to booking.

Use of property

The property is a residential dwelling and is to be used strictly for residential purposes by the guest(s) and the number of occupants nominated at the time of booking. The use of the property for a function, party, or any other form of event is strictly prohibited. Prior approval may be given at selected properties suitable for events, and a fee applies.

Please be mindful that the property is located in a residential area and be courteous to your neighbours. In accordance with the QLDC Residential Visitor Accommodation rules, quiet hours are to be observed between 10pm and 7am.

Use of extra facilities at the property including, but not limited to, sporting equipment, bicycles, spas and swimming pools, is entirely at your own risk at all times.

A standard exit clean is included in your booking; however, you are expected to leave the property in a satisfactory state.

Security bond

Relax it’s Done 2019 Ltd requires a security bond of $1,000 per booking, per property.

This will be taken as a pre-authorization on your credit card 2 days prior to check-in and the funds will be released within 7 days of your departure and a full inspection has been completed. For bookings of 18+ nights, the bond will be taken as a charge and refunded within 7 days of your departure and a full inspection has been completed.

The security bond is released to the guest by way of the credit card used for pre-authorisation less any costs, which include but are not limited to:

  • Excessively littered and/or dirty conditions at departure that result in extended housekeeping hours.
  • Loss of keys, missing items, carpet cleaning, repair of damages to the property and chattels or excessive rubbish removal.
  • Any additional charges incurred by damage will be charged on the credit card used for the security bond.
  • If payment has not been received for damages Relax it’s Done will engage with Baycorp (Debt collection agency) to collect any outstanding costs which may include legal fees.

Unexpected events can impact your travel plans; we recommend that you purchase travel insurance.

  • Cancellations that occur within 42 days of arrival will incur the total accommodation cost.
  • Cancellations 43 days or more prior to arrival will be refunded 95% of the accommodation cost.
  • Credit card fees are non-refundable.
  • Changes or alterations to bookings can be made after our confirmation has been issued providing the request is received at least 43 days prior to arrival. All changes are subject to availability.
Check-in & departure

Check-in:           3.00pm onwards

Departure:        10.00am strictly

An early check-in or late departure can sometimes be accommodated depending on previous or arriving guests. This request must be made by prior arrangement and cannot be guaranteed.

Please note that on turnover days housekeeping does their best to get the property ready as quickly as possible, yet we do not want them to skimp on quality in favour of the quickness, so please be patient if you arrive to Queenstown prior to the 3.00pm check-in time.

Spa pool

If the property has a spa pool that you would like to use during your stay there is a fee to have it professionally prepared and valeted prior to your arrival. Please refer to the listing for further information and cost (if applicable).


You will be advised if your booking includes a complimentary housekeeping service during your stay. Additional services can be arranged prior to your arrival for an additional charge and are dependent on availability. Please enquire.

The departure clean fee covers a standard exit clean, however, you are expected to leave the property in a satisfactory state. Please refer to the house compendium for detailed departure instructions.


The home is professionally cleaned and managed, providing you reassurance that the standards are high.

Cleanliness has always been top of our mind, as you can see from our guests’ reviews, but we know that it’s even more critical now.

Departure cleans are carried out to our current high standards with all surfaces cleaned using anti-bacterial surface cleaner, paying particular attention to all touchpoints (e.g. door handles, switches, hand rails).

All linen items are commercially hired and cleaned.

As borders are open and no travel restrictions apply our standard Cancellation Policies apply.

Should you have any questions or require more information, please do not hesitate to get in touch.

Smoking & drugs

Smoking and vaping is prohibited inside the property including garages and bathrooms. Please smoke outside, keeping doors and windows closed so smoke does not enter the house and dispose of cigarette butts appropriately.

If tobacco odour is noted on the departure inspection, the guest is liable for any additional professional cleaning, de-fumigation and painting costs if required.

The use of illegal substances or conduct of illegal activities at the property is strictly prohibited and will be reported to the Police and result in eviction.


Animals are not permitted anywhere on or in the property. If animals are found on the property, a penalty fee may be charged, plus any extra cleaning fees if required.

Lost Property

Return of lost property can be arranged at a cost of NZ$40 + the cost of postage.

Property availability / Force majeure

Should a reserved property become unavailable, due to unanticipated conditions out of our control such as the sale of the property or force majeure – Relax it’s Done 2019 Ltd does not accept any liability for such an occurrence, financial or otherwise.

In the event of such a situation occurring, every effort will be made to find alternative comparable accommodation for the intended dates of stay or if no alternative is available we reserve the right to cancel the booking on behalf of the Owner. All unused rental fees and charges will be refunded. No further compensation will be offered.

Force majeure – These include, but are not limited to; adverse weather conditions, fire, flood, earthquake, transportation, war, riot, civil strife, endemics, industrial dispute, terrorist activity, natural or nuclear disaster or any other circumstances beyond our control.

Property condition

Whilst the Owners strive to maintain all facilities and appliances are in full working order, in the event of any malfunction, we will do our best to rectify the problem as soon as possible. Please report all maintenance issues immediately; non-urgent issues will be rectified during business hours.

We cannot be held liable for loss of services such as electricity or water supplies, or any actions taken in the vicinity of your accommodation by any person(s) or authority over which we have no control.

Every reasonable effort has been made to describe the property offered as fully and as accurately as possible.  All bookings are made and accepted based on the descriptions contained in the website, or as varied by us and we do not accept any liability if the actual property does not meet your expectations.

House compendium

Each property has a compendium containing important house specific information and operating instructions.

Guests should refer to this compendium prior to contacting Relax it’s Done.  If the issue is found to be user error rather than a fault with the property charges may apply.