Terms & Conditions

Last updated 1 May 2026

1. These terms

These terms apply to every booking made with Cliffside Collection Hospitality Ltd (NZBN 9429046318725) and to the use of this website. By making a booking you accept them on behalf of every guest in your party. They are governed by New Zealand law, and the New Zealand courts have jurisdiction. Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 where those Acts apply.

2. Bookings and rates

• A booking exists once we have confirmed it in writing and taken the deposit. An enquiry, whether by form, email or telephone, is not a confirmed booking.
• Rates are quoted in New Zealand dollars, include GST at the prevailing rate, and are per room per night unless stated otherwise.
• Rates shown on this website are indicative lead-in rates. The rate for your dates is the one we confirm in writing.
• The lead guest must be 18 or over, and photo identification is required at check-in.
• We may cancel a booking where it was made on the basis of a manifest pricing error, where payment fails, or where the booking is for a purpose we do not permit — in which case any deposit is refunded in full.

3. Payment

• A deposit of one night's tariff is taken at the time of booking. The balance is payable on departure.
• Package and advance-purchase rates are charged in full at the time of booking.
• We accept Visa, Mastercard, American Express, EFTPOS and cash in New Zealand dollars. Card surcharges, if any, are disclosed before payment.
• A pre-authorisation of NZ$150 per stay is held against the card on check-in for incidentals, and released on departure.

4. Cancellation and no-show

Rate type	Free cancellation	If cancelled later
Flexible	Until 48 hours before 15.00 on the day of arrival	One night's tariff is charged
Package	Until 7 days before arrival	The package is non-refundable
Advance purchase	Not available	The booking is non-refundable
Groups of 5+ rooms	Until 30 days before arrival	As set out in the group agreement

A guest who does not arrive and has not cancelled is charged the first night and the remainder of the booking is released. Early departure does not attract a refund of nights already booked.

5. Arrival and departure

Check-in is from 15.00; check-out is by 11.00. Early check-in and late check-out are subject to availability and may be charged. Reception is staffed 24 hours, so late arrivals are not a problem provided you tell us the flight.

6. During your stay

• The whole property is smoke-free and vape-free indoors, including balconies. A cleaning charge of NZ$350 applies to any room smoked in.
• Quiet hours run from 22.30 to 7.00.
• Guests are responsible for damage or loss caused by them or their party, and we may charge the card on file for the reasonable cost of repair or replacement.
• Visitors to guest rooms must be registered at reception and must leave by 23.00 unless added to the booking.
• We may refuse service to or remove any person behaving in a way that endangers or seriously disturbs others, without refund.
• Lost property is held for 90 days and returned at the owner's cost.
• Assistance dogs are welcome throughout. Other animals only by prior arrangement, in ground-floor rooms.

7. Gaming lounge

• Entry is restricted to people aged 20 years and over, in accordance with the Gambling Act 2003. Valid photo identification is required at the door, from everyone, every time.
• The rules of each game, table minimums and maximums are displayed and available from the cage. The rules of the house apply, and the duty manager's decision on a disputed hand or spin is final.
• Play is in New Zealand dollars, in person, on site. We offer no credit, no cheque cashing and no account play of any kind.
• Intoxicated persons may not gamble and will be asked to leave the floor.
• Photography and video recording are not permitted anywhere on the gaming floor.
• We may refuse entry, refuse a wager or require any person to leave the gaming lounge at our discretion, including where required by our host responsibility obligations.
• Self-exclusion is available at any time and, once in place, cannot be lifted on request during the agreed period. See our Host Responsibility page.
• Gaming credit included in a hotel package is valid on site for the dates of the stay, has no cash value, is not transferable, cannot be exchanged for cash, and is available only to guests aged 20 and over.

8. Dining, spa and events

Restaurant bookings not cancelled at least 4 hours ahead may attract a NZ$25 per person charge on tables of six or more. Spa treatments cancelled with less than 24 hours' notice are charged in full. Event bookings are governed by a separate written agreement, which prevails over these terms where the two differ.

9. Liability

We are liable for loss or damage caused by our negligence or that of our staff. We are not liable for indirect or consequential loss, nor for loss of items left in public areas or in vehicles. Valuables should be kept in the in-room safe; a safe-deposit facility is available at reception. Where accommodation is booked for business purposes, the guarantees in the Consumer Guarantees Act 1993 do not apply.

10. Events beyond our control

We are not liable for failure to provide services because of circumstances beyond our reasonable control — including severe weather, road closures, earthquake, fire, flood, power failure, industrial action, epidemic or government direction. In those circumstances we will offer alternative dates or a refund of amounts paid for services not provided.

11. Website

Content on this website is provided for information and may change without notice. Photographs are indicative; individual rooms vary. All text, images and marks on this site belong to us or are used under licence and may not be reproduced without written permission.

12. Complaints

Tell us at the time if something is wrong — most things can be put right during a stay. Otherwise write to [email protected]. We acknowledge complaints within two business days and respond substantively within ten. Complaints about our gaming operation may also be made under the process on our Host Responsibility page.

Cliffside Collection Hospitality Ltd · 118 Lake Esplanade, Queenstown 9300, Otago, New Zealand · NZBN 9429046318725