We recommend reviewing the latest recommendations and restrictions guidance from the NZ Governments Covid-19 site.
I need to cancel due to the current Alert Level, what should I do?
You can cancel your booking directly with the property owner. You’ll find their contact details in your booking confirmation email.
If you aren’t able to contact them then please get in touch with us with your booking reference. We’ll reach out to them on your behalf to help facilitate your refund.
If you have been charged a $75 Holiday Houses cancellation fee please let us know and we will refund this.
What do the Alert levels mean for my booking?
At any alert level, do not travel if you have cold, flu or COVID-19 symptoms, are awaiting a test or if you need to self-isolate.
Alert Level 4 is a full lockdown where domestic travel is not allowed. Holiday House stays should be cancelled if your region is at Alert Level 3 or the Holiday House you have booked is in an area at Alert Level 3.
Alert Level 3 restricts inter-regional travel. Holiday House stays should be cancelled if your region is at Alert Level 3 or the Holiday House you have booked is in an area at Alert Level 3.
Alert Level 2, you can travel anywhere in New Zealand that is at Alert Level 1 or 2 for any reason, but make sure you do it in a safe way.
Will I be refunded if I can’t travel due to the current alert level?
Holiday Houses is encouraging all property owners to refund any guest that is unable to travel due to Government imposed restrictions. Our $75 fee will be waived and we’ll ask the property owner to also forfeit their usual cancellation fee.
Cancellations and refunds are at the discretion of the property owners and the Holiday Houses community has been very understanding in these difficult times. Please contact the property owner to arrange for a refund of your booking or to move your travel dates if you’re unable to travel.
In extenuating circumstances, Holiday Houses may fully refund your booking if the payment was facilitated by us without the property owner’s permission if you are unable to travel due to government imposed restrictions. Holiday Houses may require evidence of this.
What happens if the alert level changes between now and my travel dates?
The best thing to do is reach out to the property owner to chat about your options. You can discuss the possibility of a full refund if you have to cancel, or potentially rescheduling your booking to another time. You can find their contact details in your booking confirmation email.