Terms & Condition

Last updated: September 2025

LUXURY AWAY

Cancellation Policy

New Zealand Dollar: 30% of the total accommodation fee is due at the time of booking. The remaining balance is due 60 days before arrival. All paid prepayments are non-refundable. Management reserves the right to cancel the booking if payment is not made according to the Terms and Conditions.

If you have booked your stay via a 3rd party booking platform (e.g., Airbnb, HomeAway, or other), please refer to the booking terms stated on the platform and submit a cancellation request via the platform.

Party Prevention Policy

The property is not a “party house” and these activities are strictly prohibited. By relevant Queenstown laws these prohibited activities are defined as “parties, including, for example, bucks nights, hens nights, raves, wedding receptions or similar parties.”

No guests or visitors have permission to enter, remain or engage in any such prohibited activities at the property or engage in anti-social behaviour, including ignoring curfews and/or excessive noise. Any person purporting to act in contravention of this restriction does so as a trespasser rather than as a guest or permitted visitor at the property.

Noise Monitoring System

All of our properties are equipped with a noise monitoring system that continuously tracks noise levels (without recording audio/conversations) and promptly alerts the property manager if noise exceeds permissible limits.

This system assesses decibel levels across the property, solely focusing on sound intensity without recording or eavesdropping, ensuring no collection, storage, or sharing of personal data occurs.

Guest Registration Form and Security Bond

The Guest Registration Form and Pre-Authorisation for the Security Bond will be handled directly by the Property Manager and not by any third-party booking agent (OTA).

Definitions

Booking means the period for which you have paid to stay at the Property.
Property means the home you have booked as per your confirmation notice and all its fixtures, fittings and equipment.
Management means the owners and managers of the Property.
Deposit means the non-refundable deposit you pay to secure the booking – this is advised in writing to you.
Guests means the persons who stay overnight in the Property during the Booking. Full guest names and contact telephone numbers must be provided via the Guest Registration Form prior to arrival.
Visitor means a person a Guest permits to visit the Property during the Booking.
Security Bond means the bond you pay to cover any damages or costs that may occur during your stay. Providing there are no damages or costs, this is refunded after your stay.

Acceptance & Responsibility

Your booking is not confirmed until payment is received by us. Receipt of your payment confirms that you have read and agreed to our Terms and Conditions herein.

The person whose name is on the booking must be staying at the property. This person is responsible for the booking with us and ensuring all guests and visitors are aware of the Terms and Conditions and House Rules. All guests staying at the property must be nominated on the Guest Registration Form.

Identification and credit card details will need to be provided when you complete your Guest Registration Form. A credit card Pre-Authorisation is taken for the Security Bond 24 hours before your arrival.

The guests warrant this is for holiday purposes and indemnify the Management for any other form of use.

We recommend that all guests have travel insurance for their holiday.

Access codes and instructions for entry to the property will not be provided without a valid Pre-Authorisation and guest identification.

Payment

A non-refundable deposit of 30% of the total accommodation fee (or deposit as advised to you in writing) is required to secure the booking within 2 days of the Booking Request Confirmation email. Bookings are not confirmed unless and until this deposit is received.

Payment of the booking deposit constitutes the client’s acceptance of these Terms and Conditions.

The balance of the booking amount must be received in full 60 days prior to occupancy. If the full balance is not received, Management has the right to cancel the booking and attempt to re-let the property.

Payments of the amount due must be received in New Zealand dollars, net of any bank or other transaction charges.

We accept payment by the following methods: credit card or direct deposit into our New Zealand bank account.

A credit card surcharge of 2.9% will be levied to cover transaction costs associated with credit card payments.

Refundable Security Bond

A valid credit card must be provided with your Guest Registration Form for NZD $1,000.00, or as otherwise stated, for the Security Bond Pre-Authorisation. This will be held for the duration of your stay and returned to the credit card used once the property has been checked. We cannot provide access to the property without this Pre-Authorisation being processed.

Any damage, loss or expense incurred by Management as a result of your breach of these Terms & Conditions will be charged against the Security Bond. Examples include, but are not limited to: breakages, damage, excess cleaning requirements, extra guests beyond those declared, misrepresentation of your stay, and security callouts.

If a deduction is to be made due to any of the above, an hourly administration fee of NZD $70.00 may also be charged to cover arranging for replacement or repair of each item/issue.

By completing and accepting the terms on the Guest Registration, you agree and authorise us to debit the credit card provided if there are any damages/costs that exceed the Security Bond limit.

Variations & Cancellations

If you wish to vary or cancel your booking, please advise us immediately at info@luxuryaway.co.nz and confirm in writing.

Management is not obliged to accept any variations to the booking if they are adversely affected by the request, and Management retains the right to treat all cancellations and variations at their discretion.

Your deposit is non-refundable in the event of a cancellation or unpaid balance.

If the full balance has been paid and cancellation is made within 60 days of the stay at the request of the guest, the full amount paid is not refundable unless the house is re-let for the entire period at the same tariff. If a refund is made due to the property being re-let at the same value and for the same dates, then we will provide you with a refund less a NZD $100 booking and service fee. If the property is partly re-let or at a lesser value we will provide you with a part refund thereof less a NZD $100 booking and service fee. If the property is not re-let, there will be no refund issued.

We recommend that all guests have travel insurance for their holiday, regardless of where they are travelling from.

Unavailability & Unforeseen Circumstances

The owners will make every effort to ensure the property is available as booked. However, the owners reserve the right to make alterations to the booking due to unforeseen circumstances and/or allow tradesmen to have access to the property to facilitate any repairs if necessary.

If the Property becomes unavailable for your occupancy due to unforeseen circumstances, Management will inform you immediately and endeavour to obtain suitable alternative accommodation for your occupancy; failing which, any monies paid will be refunded in full.

We cannot be held responsible for any unforeseen breakdowns of appliances, etc. Luxury Away maintains our properties to the highest standard, however, at times unforeseen issues can occur. All repairs will be carried out or replacements purchased at the earliest convenience.

Every action will be taken by our staff to minimise inconvenience caused; however, there is no obligation from Luxury Away to issue any partial refunds or discounts if the issue was unavoidable.

Luxury Away has no control over any construction or renovation work at neighbouring properties. In a busy tourist city, there is always some type of construction work occurring somewhere in the neighbourhood. We cannot provide any refunds due to this activity.

Arrival & Departure

Check in on arrival day is at 3:00 pm and check out on departure day is at 10:00 am. These times are strictly adhered to in order for us to prepare the property for guest arrivals.

It is your responsibility to secure the property, lock all doors and windows, and leave the key in the secure Key Box on departure. For smart locks, the front door must be fully closed.

Disturbance & Antisocial Behaviour

No guests or visitors have permission to enter, remain, or engage in any such prohibited activities at the property, or engage in anti-social behaviour including ignoring curfews and/or excessive noise. Any person purporting to act in contravention of this restriction does so as a trespasser rather than as a guest or permitted visitor at the property.

In accordance with Queenstown Lakes District Council and Holiday Rental Industry guidelines, disturbance to the neighbours—including excessive noise and anti-social behaviour—is prohibited and may result in termination of rental and loss of all monies paid.

In compliance with QLDC noise rules:

No use of outdoor areas between 10:00 pm and 8:00 am.
No amplified sound, including music, in outdoor living areas from 8:00 pm to 8:00 am.
Guests must move inside and close the doors and windows. Noise must be kept to a minimum.

Our Security team and Property Manager are on standby and will respond to any complaints from neighbours regarding anti-social or offensive behaviour, curfew violations, or excessive noise disturbances.

Activities involving strippers, topless waitresses, or related industries are strictly prohibited without exception. Outdoor nudity is strictly prohibited in all circumstances.

If the Security/Property Manager is called out to the property, you will be charged a call-out fee, and we reserve the right to either issue a reminder warning of the Terms and Conditions or terminate your booking. If your booking is terminated, we reserve the right to retain all monies paid, including your Security Bond.

House Rules

House rules must be complied with along with any instructions from the Property Manager and their caretakers of the property, including Security, concerning occupancy, property, health and safety, and quiet enjoyment of the property and the neighbours’ amenity.

Keys and remotes (if provided) are your responsibility during your stay.
Number of guests must not exceed that stated on the Booking Confirmation and Guest Registration Form, or subsequently agreed in writing/email. Fees apply for excess guests not agreed with Management in advance. Any misrepresentation regarding guests or intention of your stay may result in eviction and loss of monies paid.
Visitors may visit you at the home but may not remain on the property overnight. Visitor numbers must not exceed 10 at any given time unless by prior written arrangement.
All Visitors must comply with the Terms and Conditions and House Rules.
Responsible behaviour is expected by all guests and visitors to the property, including compliance with our Disturbance and Antisocial Behaviour policy.
Pets are not allowed under most circumstances. If permission is granted, it must be in writing.
Smoking or vaping is not permitted inside the house at any time.
Parking of cars must be in accordance with our guidelines as well as Council regulations.
Caution must be taken on all tiled areas, wooden floors and outdoor areas, as they may be slippery when wet.

On departure:

The property must be vacated on time and secured.
All food must be removed from fridges.
All rubbish must be put in the appropriate recycle (yellow), glass (blue), and waste (red) bins provided.
Crockery and cutlery must be washed and packed away.
All furniture and furnishings must be left in the position they were in when you arrived.

Additional costs of NZD $70/hour apply for:

Checking out later than the standard/agreed time
Excessively littered and/or dirty conditions
BBQ cleaning
Oven cleaning
Carpet cleaning and stain removal
Excessively soiled or damaged linen (e.g., food, makeup, fake tan, or other stains)
Paint, replacement of furnishings, fixtures or homewares (labour and materials)
Deodorising of smoke, cigarette, or strong food smells

Standard exit cleaning and rubbish removal are included in your tariff; however, additional charges will apply as listed above.

The house will be cleaned for your arrival and then cleaned on your departure.

Damage, breakages, theft/loss, and security are the tenants’ responsibility during your stay. You must lock all doors and windows when you leave the property and ensure it is secured at night. You must notify us immediately of any damages, breakages, or theft. Management may deduct from your Security Bond the amount required to repair or replace any items (at Management’s discretion).

The Owners/Management take no responsibility for the tenant’s personal property during your stay.

Drugs or illegal activities are strictly prohibited on the premises. Alcohol must be consumed responsibly.

Maintenance issues must be advised to Management at the earliest opportunity during business hours so Management can rectify the situation quickly and efficiently. You must allow repair/service technicians access to the property during reasonable hours. Failure to follow this procedure may hinder Management’s ability to rectify the issue. We have an After-Hours Emergency Only number for guests.

Variations to these conditions may only be made by prior arrangement with Management in writing. Management reserves the right to terminate the rental at any time if any of the above conditions are not adhered to.

Conditions for Special Deals & Return Guest Discounts

Bookings are subject to availability and must comply with the Terms and Conditions of our stays.

Special deals and/or promotions cannot be used in conjunction with any other special or discounted offer.

Pricing is subject to management discretion on rate periods and inclusions. Exclusions may apply for some school holiday periods, and standard rates may apply for “Stay and Pay” deals.