I have a booking during  Alert level 3 or 2 - what do I do? 

Alert level 3 restricts inter-regional travel, e.g. essential workers, with limited exemptions for others, and Alert level 2 is to reduce non-essential inter-regional travel. Our cancellation fee of $75 is waived through to 30 June 2020 at this point, and most owners are applying full refunds to this period. Each listing has its cancellation terms displayed. At any time you can get in touch with Holiday houses support by emailing us with your query.

I have a booking during the shutdown period - what do I do? 

Our cancellation fee of $75 is waived through to 30 June 2020 at this point, and most owners are applying full refunds to this period. Each listing has their cancellation terms displayed. At any time you can get in touch with Holiday houses support by emailing us with your query.

Is the house clean and safe from Coronavirus? 

As a site, the role we play is connecting holiday house owners with potential renters and nothing more. We do not personally manage the houses listed with us, the house owner or property manager maintain their listing and bookings individually. This means you’ll need to check with the owner/manager what cleaning processes or additional processes that have been implemented. You can do this through the ‘Messaging’ section, or enquire button.

I want to book soon, what should I do? 

We recommend reviewing the latest local travel recommendations and restrictions in addition to following guidance from the NZ Governments Covid-19 site.

We also suggest that you review the property's cancellation policies.

Can I stay in one house for the entire lockdown on your site? 

Many of our houses have had cancellations and if you find a property with the required length of time available you can send a request, which will need to be approved by each property owner/manager. Please see https://covid19.govt.nz/ for details around the lockdown rules.

If I make a booking is it possible to visit the property?

Lock down period has started. This means from 11:59pm 25 March, domestic travel is not allowed for at least four weeks. This means you should not be travelling between regions until the shutdown has been lifted. Please see the Governments Covid-19 site for further detail.

If you and your ‘bubble’ are in need of a safe place to stay during lockdown, provided you are staying locally you are still able to contact property owners.

What is your Coronavirus cancellations policy?

Cancellation requests from 23 March through to 30 May 2020 will have a waived cancellation fee. Our full policy can be found at: https://support.holidayhouses.co.nz/hc/en-us/articles/360001415355-Covid-19-cancellations 

Why can’t you refund my booking on behalf of the owner/property manager immediately?

The homes on our platform are owned and/or managed by each individual owner or property manager. Cancellations and refund policies are determined by homeowners and property managers, but the vast majority of them are rising to the occasion and moving booking dates or giving refunds to guests in these extreme circumstances.

What options do I have if the owner or property manager is refusing to cancel and refund my stay?

We are requesting that owners and property managers go above and beyond their standard policies to accommodate cancellation requests where possible. For any reservation booked before March 13th with a stay night between March 13th and April 30th, we expect owners and property managers to offer a full credit or rebook stay dates within the next year subject to any seasonal rate change costs. However, if future travel cannot be accommodated and your reservation is outside of the properties listed cancellation refund window, we ask that you work with the owner or property manager directly for an acceptable refund amount. Our Covid -19 policy will continue to be reviewed regularly.