Updated: 28 September 2021
In the event of COVID-19 related travel restrictions preventing your stay in Queenstown we offer the following:
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.
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.
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:
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.