Peace of mind policy
Now guests can book with additional assurances geared at providing a heightened level of security and confidence to help protect their overall holiday investment should it not be possible to travel due to the Covid-19 situation.
50% DEPOSIT:
Due immediately upon booking to confirm
50% BALANCE:
Due 60 days prior to your date of arrival, reservations less than 60 days prior the full payment is due immediately upon booking.
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Our Peace of Mind Policy may not address all of your concerns and we invite you to direct any and all of your comments directly to us and we are open to discussing specific accommodations to meet your specific needs.
Cancellation & Refunds:
A cancellation for any reason received 60 days or more prior to your scheduled arrival date will receive a full refund less a 15% cancellation fee of funds received at that time to cover processing costs.
A cancellation received less than 60 days prior to the date of arrival due to travel closures /restrictions specifically related to COVID-19 (see below Criteria), will receive a credit equivalent to the total funds received to be applied towards a future booking within 12 months of the original reservation dates: Rescheduling is based on availability, seasonal rates and booking requirements will apply and may vary from original reservation dates.
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If the applicable credit is less than the amount owing on the replacement reservation, guests will be responsible for paying the difference owing. If the applicable credit is more than the future rental amount owing for any reason, including but not limited to seasonal rates or occupancy rates, a refund will not be issued.
If the guest cancels less than 60 days prior to arrival for any reason other than COVID-19 related restrictions, such as personal reasons, medical reasons, weather, loss of employment, etc, all funds are non-refundable and a credit will not be applied. These are usually covered by your personal travel insurance.
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Saving Grace:
For reservations made at least 5 days prior the start date we offer a 24-hour Grace Period immediately upon booking. The Grace Period ends 24 hours after your booking confirmation is received and your deposit is paid. All booking confirmations are secured using an email confirmation from Topp Stays to you/the guest. Booking cancellations received within the 24-hour Grace Period will incur no penalties.
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Checking-In
Check-in time: from 3:00pm
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Topp Stays Queenstown is not based at the property and the property does not have an onsite “Reception” so the following have been put in place for guests’ seamless and easy self-check-in (and check-out): A pre-arrival email with directions and your apartment/villa number will be emailed directly to you, the Guest, 24 hours prior to your stay, to protect the security of the guestsstaying in the property before you.
On the day before check-in, and once the security bond (by way of a pre-authorisation on the Lead Guest’s credit card) is in place and the property is ready for you to self-check-in, an email will be sent to the Guest who booked
with the property’s door or lock-box code, instructions on how to access your property and its Wi-Fi access details. This will then give you access to the property.
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Guests may check-in at any time from 3pm
Early Check-In: Check-in earlier than 3pm may be available by prior arrangement, please enquire. Any early check-in requests cannot be guaranteed and Aura Queenstown reserves the right to charge an additional fee.
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During your stay
Observe and respect the arrival and departure times.
Wash and tidy away dishes, leaving the kitchen as you find it.
Clean any spills on floors and furniture immediately to avoid damage.
All outdoor areas & balconies must be vacated between 10pm and 7am. Disturbances will be taken very seriously.
Checking-Out
Check-out time: before 10:00am
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Topp Stays Queenstown standard check-out is before 10am and guests may depart at any time prior to 10am. Before leaving we ask that you:
Notify Topp Stays Queenstown of any breakages and/or damage to the property, its furniture or chattels;
Load dishwasher and turn the dishwasher on;
Clear the washing machine and dryer of any personal
items and ensure they are empty;
Ensure all furniture is where you found it;
Place rubbish in the appropriate bins provided (see
compendium for property-specific details) and ensure the property is neat and tidy;
Turn off all electric appliances and heaters
Ensure any keys, remote controls, garage door openers
are all returned to where they were when you arrived;
Lock all doors, close all windows and return the keys to
the lockbox.
Standard cleaning upon your departure is charged at the time of booking. However, you, the guest are responsible
for ensuring the property is left in the same neat and tidy condition it was in when you arrived – this includes washing up, BBQ clean (if your property has a BBQ) & rubbish placed in appropriate bins.
Should an excessively dirty or rubbishy property result in extended housekeeping hours required to service and prepare the property for the next guests; Topp Stays Queenstown reserves the right to charge extra time at NZD40+GST per hour.
Should it be necessary to clean carpets, fumigate, remove stains, repaint, repair finishes, or replace furnishings, textiles, BBQ or homewares, or remove excess rubbish; you will be charged for any Topp Stays staff’s or any commercial or professional contractor’s travel, labour, materials, and merchandise, plus an administration fee of minimum 1 hour @ NZD40+GST. These costs will either be deducted from the security bond held against you, the Guest’s credit card or in the event the transaction is declined, to any credit card held on file in reference to your booking.
Unauthorised late check-out:
Failure to depart the property without prior arrangement with Topp Stays Queenstown Reservations, may incur additional charges. These may include additional staff or cleaning costs including waiting time and will be deducted from the security bond held against you, the Guest’s credit card or debited to any credit card held on file in reference to your booking.
Authorised late check-out:
If you are unable to leave by 10am or wish to request a late check out, it is essential to contact Topp Stays Queenstown 48 hours prior to your departure time. We will do our best to accommodate your request, however, as we have tight turnaround times for housekeeping it may not be possible especially during high season, Aura Queenstown reserves the right to charge an additional fee.
Security Bond:
Incidental & Additional Charges:
All bookings require valid credit card details to be held on file in case of any damage caused and/or failure of the guests to perform all obligations set out in Topp Stays Queenstown’s Terms & Conditions, and general policies or found in the properties’ Compendium.
These charges may include but are not limited to; property servicing, additional cleaning fees or removal of excessive rubbish, penalty fine for strong odours (cooking and or smoking) found in the property, excessive noise created or disruption caused to other surrounding residents, penalty fines for breaking any local laws, regulations & restrictions. Any additional charges must be settled immediately.
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Standard Security Bond:
All bookings require a bond by way of a “Credit Card
Pre-Authorisation” for the value of $500 to cover any damage caused to the property outside of normal wear and tear.. We place the bond pre-authorisation on your credit card on the day of check-in.
Access will not be given to the property until the bond pre-authorisation is in place and the appropriate credit is held successfully.
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The amount held against your credit card’s available limit will be released back onto the card when an exit inspection has been completed to confirm that there are no missing items and that there is no excessive cleaning required, excessive rubbish to be removed or any damage to the property during your stay.
Should the cost for any required reparations exceed the bond amount held, Topp Stays Queenstown reserves the right to immediately charge any card supplied/on file and relevant to the booking. As the guest, you authorise Topp Stays Queenstown after the post stay inspection; to debit your credit card with any associated costs required to make good the property and return it to the same condition it was in when you, and your guests, checked in.
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The pre-authorisation is not a charge or transaction against your card and does not incur any additional fees. However, should your card be charged for any damage etc. a standard 3% bank fee reimbursement charge for all credit card transactions applies.
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The Security Bond will be released after a full post-stay inspection is conducted to confirm there has been no damage to the property, no missing items and no excessive cleaning and/or rubbish removal is required.
Rates, Prices & Extras:
Prices and information are subject to availability and rates at the actual time of booking. Overnight Rates are secured and agreed at the time a booking is confirmed and a deposit received. Topp Stays Queenstown reserves the right to amend online advertised rates at any time. Any rate adjustments do not affect any confirmed bookings already in place.
Certain Topp Stays Queenstown properties have a “base rate” valid for up to a certain number of guests, if your group consists of more than this number, an additional per person per night cost applies.
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Incorrect number of guests specified and paid for may result in penalty charges, immediate termination of stay or eviction with no refund of unused nights, or temporary denial of access to the property until alternative accommodation for the extra guests is booked and paid for and proof of such provided to Aura Queenstown.
All overnight accommodation rates and any additional prices, fines or fees listed in this Agreement or in any email, phone or text correspondence and/or on Topp Stays Queenstown’s websites are in New Zealand dollars (NZD) and always include a 15% Goods and Services Tax (GST).
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Your Liabilities:
It is your responsibility to ensure all Terms, Conditions, Rules & Policies specified are complied with by your guests and invitees and you acknowledge that you and your guests and invitees:
Follow the House rules found in the guest
compendiums at the property
Use the Property and any extra facilities included in your rental of the Property at your own risk
Children are supervised by a parent, guardian or
responsible adult at all times
Are responsible for any call-out charges arising through damage or misuse of alarms, appliances, electronics or excessive use of services;
Are responsible for any call-out charges arising from complaints received from neighbours and/or other guests, the body corporate, police or governing bodies/representatives;
All personal items belonging to you, your guests or your invitees, any vehicles and vehicle contents belonging to or under your, your guests or invitee’s responsibility remain solely your responsibility
Topp Stays Queenstown accepts no responsibility or liability for any damage to any property or for any injury, loss or damage that you, your guests or invitees may suffer during your stay.