Lake Taupo Holiday Terms and Conditions | The Retreat

Rental Agreement

Terms & Conditions

[Last updated: December 10, 2024]

Pricing

All prices displayed are priced in New Zealand dollars (NZD) and include the New Zealand Goods and Service Tax (GST) unless otherwise stated.

Bookings are not considered guaranteed without receipt of payment.

Payments and Cancellation Policys

Payments are due as per the applicable policy at time of making the booking.

Refunds for cancellations will be processed according to the policy applicable to the booking.

A refund or partial refund may be requested and granted dependent on the reason for the late cancellation. This is subject to management’s discretion and/or terms and conditions of the booking platform the booking is made under.

Booking Change Requests

The Retreat will endeavour to facilitate any changes requested by guests after their booking booking has been confirmed, subject to availability and at the sole discretion of The Retreat.

Changes and Cancellations

If unforeseen circumstances arise that cause a Chalet to be unavailable we reserve the right to cancel the booking at which time we will make every effort to help facilitate the guest finding alternative accommodation any monies paid by the guest that are considered unutilised will be refunded in full. No further compensation will be offered.

There may also be unforeseen circumstances which mean the specific Chalet the guest has booked may no longer be available. In this instance, we reserve the right to change the Chalet the guest is booked into. Any changes will be communicated with the guest with as much notice as possible before arrival date.

Check In and Check Out

The Retreat has the following check-in and check-out times and policies.

  • Check In time: from 2:00 PM – earlier check in may be granted if requested by the guest and The Retreat is able to make available. If available, the guest will receive a message confirming an earlier check in time has been granted. If no confirmation message has been received, please assume check is no earlier than 2:00 PM.
  • If the manager is unable to be present to check you in, then keys will be left in a lockbox for you to access your Chalet. A house manual is located in the chalet which contains information.
  • Upon arrival in your Chalet please contact us immediately if anything does not seem right.
  • Check-Out: 10:00 AM  – if a late check out is required, the guest must pre-arrange with our onsite Manager or make a request at the time of booking. We will do our best to accommodate your request but cannot guarantee it will be granted.
  • The Retreat reserves the right to charge the guest an additional one night’s tariff if the guest fails to check out by 12pm on the day of departure.

Accommodation Manager

  • The accommodation manager lives on site and is usually available to check you in and is on hand to answer any questions or queries during your stay. If they are unavailable at check in, instructions will be emailed to you with location of the keys and your Chalet.
  • The best method to contact the Manager is to send a text or Whatsapp message(+64 21 174 4088), email ( manager@theretreat.co.nz ), or use the messenger function within the booking platform you booked with.
  • Please respect their home and privacy during your stay at The Retreat and be considerate of the time of day for making contact and requests.
  • Please phone the Manager if there are any immediate or significant concerns with the property and we will do our best to resolve the problem.
  • Abuse towards our staff will not be tolerated in any way.
  • If you consider your wellbeing or life is being threatened at any time during your stay, please dial 111.

Emergency Phone Numbers

Emergency numbers in New Zealand are:

  • Police: 111
  • Ambulance: 111
  • Fire: 111

Residential Accommodation Only

The Retreat provides accommodation in a residential area and is to be used strictly by guests for residential purposes.

The number of occupants must not be exceeded from the number of occupants that have been booked.

The use of any of the property for a function, party or any other large
gathering is prohibited unless prior approval has been given by Management in advance of arrival date.

Any guests in breach of the above conditions; may result in extra charges for the registered guest, potential eviction from the property/immediate termination of the booking and forfeiture of all prepaid booking costs. The Retreat reserves the right to charge a guest for expenses and/or damages incurred by The Retreat as a direct result of a guest’s stay and/or resulting from a Guest breaching the terms and conditions.

Guest Obligations and Responsibilities

The guest/s is responsible for the property they have chosen to book for the duration of
their stay. The responsibilities of the Guest include:

  • Only occupying the property with the number of people they have booked the property for.
  • Leaving the property at the end of your stay with all utensils, fixtures, fittings,
    furniture, and equipment located on, in and around the property in a clean and tidy condition. Guests may not remove any of the above property from the Chalet.
  • Taking reasonable care of the property.
  • Staying within the boundaries of Property.
  • Being considerate of other guests and neighbours, including but not limited to privacy, noise levels, and driving vehicles in a considerate manner.
  • Quiet time is to be observed between 9pm and 7am.
  • The Guest may be liable for any breakages and/or damage the guest cause to the property, fittings or chattels. If you notice any pre-existing damage or breakages on your arrival at The Retreat please contact us immediately and report this at managero@theretreat.co.nz or phone +64 21 174 4088. The onus is on the guest to take photo evidence of any damage immediately upon discovery.
  • Extra cleaning charges (soiling fee) will apply if our housekeeping team have extra work beyond what is relatively expected in a turnover at the end of a guests’ stay.
  • If we discover that any of the following has occurred during your stay, then any repairs, replacement and costs associated with that including additional cleaning fees or staffing will be charged to the registered guest. This includes but is not limited to any of the following: excess rubbish, soiled/stained carpets, soiled linen, damage/stained walls, damaged floors, cleaning human waste eg. vomit or fecal matter, replacement of damaged or missing furniture, fittings or soft furnishings.
  • The Retreat reserve the right to inspect the property at any time during your
    stay.
Key Return

Please close all doors and windows and leave the key on the dining room table upon check out. A lost key will result in a $45 charge (GST inclusive).

Chalet Suitability and Access

It is the Guest’s responsibility to review all property amenities, specifications, size and unique characteristics, including environmental conditions to make sure the Chalet is suitable to the guest prior to booking.

Each of our Chalets has stairs to access the bedrooms which are located on the top floor. All of our pathways are sealed in concrete pavers or wood. The Retreat takes no responsibility for accidents or injury, so please take extra care in wet weather or icy conditions.

Age of Guests

The leading group member making a booking must be over 20 years of age. Additionally, all guests who are unaccompanied by a parent/guardian must be over 20 years of age. Bookings made through a family member or with prior approval will be considered.

Children

We welcome children and families to stay at The Retreat. Parents/Guardians must take full responsibility for their children’s behaviour and safety whilst staying at The Retreat.

Parents/guardians to supervise and take full responsibility for their children at ALL times during their stay, including in the common facilities (eg. poolhouse) or at the lakefront in and out of the water.

Parking

There is one car park allocated per Chalet, please only park in your allocated park. If you have more than one vehicle or visitors call in, please contact the Manager who will advise where best to park. Failing this, please park up on Rutherfurd Lane.

Visitors

Visitors are permitted at the discretion of management. The registered guest is responsible for the behaviour of all visitors whilst on the property. All deliberate or reckless acts that result in damage to our property and/or discomfort to our guests, will be charged to the registered guest.

Bedding and Bed Configurations

Please confirm at the time of booking or no later than one day prior to your arrival, if you would like any of the bed configurations changed to suit your sleeping requirements. We will do our best to accommodate your needs.

Housekeeping

On arrival your Chalet will be provided with premium linen, tea towels, bath towels and mats.

If you are booked in for more than four nights, housekeeping will come through your Chalet with fresh towels, remove rubbish and top up toilet tissue.

If you stay more than 8 nights, your Chalet will receive fresh linen (including beds made up), a light clean, and waste removed. If you don’t require your room to be refreshed, please let management know.

Smoking or Vaping

All Chalets are smoke and vape free. If you wish to smoke, please do so outside and away from open windows, doors and other guests. In the event a guest has smoked in an area that has caused smoke residue in a Chalet, The Retreat will engage a specialist cleaning company and reserves the right to charge the guest for such costs and any resulting loss of income.

Illegal and Illicit Activities

The Retreat has no tolerance for illegal and/or illicit activities. This includes the use and/or being found in possession of drugs and/or associated paraphernalia. Guest(s) will be asked to vacate the property immediately.

Pets

Pets are allowed on the property with prior permission from Management (with the exception of service dogs who are welcome at all times). Please note The Retreat is not fenced and borders the lake and river mouth.

If you check in with a pet, you automatically agree to our Pet Policy agreement, outlining which includes the following terms:

  • The pet fee is charged.
  • Limited to x2 domestic pets per Chalet.
  • Please keep pets contained or under control/on leash in the shared guest areas of The Retreat and outside your Chalet.
  • Pets must not be left unattended at any time during your stay.
  • Guests are responsible for monitoring their pets at all times, particularly when outside the Chalets.
  • Guest are responsible for picking up and disposing of ALL of their pets faecal matter. This must be in a sealed bag and can be placed in the wheelie bin located in the cupboard by the entrance to your chalet.
  • Pets are NOT permitted on any Chalet furniture or beds.
  • Guests are required to bring bedding, food and water bowls for their pets.
  • Guests are responsible for keeping pets from making excessive noise, being disruptive or aggressive to other guests. If your pet is deemed dangerous, harmful or disruptive, management has sole discretion to evict your pet, which the guest acknowledges may result in needing to find other accommodations and no refund will be provided by The Retreat. The hotel Retreat also reserves the right to contact animal control to have a pet removed.
  • If your room requires extra cleaning, or if damages are incurred as a result of your pet, The Retreat will charge the guest for additional cleaning services and repairs.
  • Should you be in breach of any of the conditions of our Pet Policy, management reserves the right to cancel your booking and evict you from The Retreat.
Swimming Pool Area

Your set of keys will open the door to the indoor pool and spa area. Please keep the door closed at all times.

  • The swimming pool hours are between 9:00am and 10:00pm
  • The swimming pool is unattended with no lifeguard present.
  • Children under the age of 13 years must be accompanied by an adult, (age 18 years and over) at all times while utilizing the swimming pool.
  • Appropriate swimwear must be worn at all times.
  • Please replace the swimming pool and spa covers after use and leave pool area tidy.
  • All guest(s) are required to adhere to the above and the rules displayed at the facility at all times.
  • Guests that leave the pool or spas damaged, soiled or dirty may be charged for the costs incurred to clean and/or make good any damage.
Personal Property Lost or Left After Your Stay

If you leave personal belongings at The Retreat, please contact our Manager to make arrangements to return or collect. ‘Lost/left’ property will be kept at the office for two weeks, if unclaimed it will either be disposed of or donated to charity.

Power and Heating

The guest is responsible for turning off heating sources and all other appliances and lights when not occupying the Chalet. Please do not leave lights or other appliances on when the Chalet is not occupied. Please leave heating sources on low in winter when the Chalet is not occupied for safety as well as power consumption. Thank you.

Eviction

The Retreat reserves the right to evict guests from the property at any time if these Terms and Conditions have been breached. The Retreat is not required to refund the guest for any monies paid in the event of an eviction. The Retreat reserves all of its rights to apply additional charges for damage and extra cleaning fees.

Payment for Extras

The Retreat reserves the right to charge any extra costs, penalties or any other costs that a guest may be come liable to pay (under these Terms and Conditions) to the guest. The Retreat may also recover any associated collection costs, plus interest of 15% per annum on all overdue amounts. If necessary, The Retreat reserves the right to pursue legal proceedings to recover money owed by a Guest.

Force Majeure

The Retreat does not accept any liability where a Guest booking is affected by ‘force majeure’. In the context of these terms and conditions, ‘force majeure’ is any event that we could not, even with due care, foresee or avoid.  These events include but are not limited to war, threat of war, terrorist attack, riot, civil commotion or strife, hostilities, industrial dispute, nature disasters, fire, earthquake, acts of God, terrorist activity, nuclear disaster, health pandemic, adverse weather, government action, technical problems with transportation or other events outside of our control.

Liabilities

The Retreat does not accept any responsibility or liability for acts of omission of third parties that may prevent or disrupt a Guest’s booking or stay. The information and descriptions supplied on our website and online booking platforms are believed to be accurate and offered in good faith. Certain features or facilities may not be available from time to time due to circumstances beyond our control for which we accept no liability.

In addition, no liability can be accepted by us for any injury, loss or damage to the Guest, any members of guest’s party or any visitor to the rental property, arising out of or in connection with the use of the rental property.

Agreement

By paying any accommodation charges and/or security bond (as applicable) to The Retreat or to a booking agent/booking platform, the Guest(s) agree to be bound by these Terms and Conditions.