For bookings made after 22/02/22
We’re endeavouring to find a solution to COVID related cancellations that’s fair to both owners and renters. We appreciate that for every renter who’s paid for a holiday they can’t take, there’s an owner who will lose out on that booking.
If you’ve booked a holiday and you are now unable to travel due to COVID-19, the best thing to do is reach out to the property owner. You can discuss the possibility of rescheduling your booking to another time, or a potential refund. You’ll be able to see the owner’s cancellation terms on your booking confirmation email.
We would ask that, given the exceptional circumstances, property owners offer the following options to their guests:
- Offer to change the booking date for your guest.
- If rescheduling the holiday is unsuitable for your guest, please consider refunding them in full. If you’re unable to accommodate a full refund, please think about refunding more than your normal cancellation policy offers, given the exceptional circumstances. Our $75 processing fee can be waived by our support team, just reach out to them.
Property owners can choose whether or not to charge their full cancellation policy, at their discretion. However, the vast majority are showing the kindness that Kiwis are known for - rescheduling or refunding cancelled holidays during these unprecedented times.
For bookings made before 22/02/22
Online bookings – when Holiday Houses have processed the payment
A full refund may be provided if a booking can not be attended, or the booking was for an event that has been cancelled, due to government-imposed restrictions. Holiday Houses may require evidence of this.
Holiday Houses may, at its sole discretion, refund the booking in full without the property owner's express permission regardless of the cancellation policy agreed to at the time of booking.
Our $75 processing fee can be waived by our support team.
Enquiries and bookings directly with owners
Holiday Houses expect property owners to fully refund a booking if it can not be attended, or the booking was for an event that has been cancelled, due to government-imposed restrictions. Property owners can request reasonable evidence of this.