COVID-19 Cancellation Policy &

Terms and Conditions

Updated: 28 September 2021

In the event of COVID-19 related travel restrictions preventing your stay in Queenstown we offer the following:

  • We can amend your booking to a new date with no change fee (the nightly rate may differ).
  • Cancel your reservation and refund the full amount less the NZ$300 administration fee. The administration fee can be credited towards a future booking with Relax it’s Done at any of our properties (subject to availability).
  • Please note once you have checked in to the home no refund will apply, the cost of unused nights can be credited towards a future booking with Relax it’s Done Ltd at any of our properties (subject to availability).

The above policy applies for travellers within New Zealand only at this stage.

If you are travelling from another country, the original cancellation policy will apply in all cases while the border remains closed.

Once Quarantine-Free Travel resumes, our COVID-19 cancellation policy above will apply to all bookings.

The home is professionally managed and cleaned by Relax it’s Done, providing you reassurance that the home has been meticulously cleaned.

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.

We use commercially hired premium linens and the home is well-stocked with essential amenities, as well as luxury toiletries.

We strive to make your stay as comfortable and enjoyable as possible.

To ensure the health and wellbeing of both our guests and staff we will be implementing the following procedures to ensure we operate within the government guidelines.

Departure cleans are carried out to our current high standards with all surfaces cleaned using anti-bacterial surface cleaner.

All linen items are hired and commercially cleaned.

To assist with potential contract tracing, each property has a QR code poster and we will maintain a log of any contacts and home visits made during the working day.

If any of our staff exhibit symptoms at any time they will be instructed to undergo a test at the local COVID-19 testing station. They will only return to work if the test result is negative and they are feeling completely well.

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

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

  • Cancellations that occur within 30 days of arrival will incur the total accommodation cost.
  • Cancellations 31 days or more prior to arrival will incur a NZ$300 administration fee.
  • Changes or alterations to bookings can be made after our confirmation has been issued providing the request is received at least 31 days prior to arrival. All changes are subject to availability.

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 30 days prior to arrival.
  • A security bond of NZ$1,000 will be added to the total booking price and taken with final payment.
  • If the balance is not paid 21 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 and MasterCard with 3% transaction fees, alternatively you can pay via bank transfer.

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 13 years old require the Owner’s approval prior to booking.

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.

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

This bond is payable with the final balance 30 days prior to arrival and is held in trust until after the guests have vacated the property and a full inspection has been completed.

The security bond is refunded to the guest by way of the credit card used for payment 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.

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.

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.

Bookings of 7 nights or more receive 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.

A standard exit clean is included in your booking; however, you are expected to leave the property in a satisfactory state. Please refer to the house compendium for detailed departure instructions.

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.

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

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.

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.

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.