Guest Booking Terms & Conditions

 1. Introduction

Welcome to Meadowstone Holiday Home Management Ltd (Meadowstone).

These Terms & Conditions apply to accommodation booked directly through our website or directly with Meadowstone.

Meadowstone manages holiday accommodation on behalf of individual property owners. Unless otherwise stated in your booking confirmation, Meadowstone acts as the authorised booking and property management agent for the accommodation owner.

By making a booking, you agree to these Terms & Conditions, the property-specific house rules and the details confirmed at the time of booking.

Bookings made through third-party platforms, including Airbnb, Booking.com and Vrbo, are also subject to the applicable platform's terms and booking conditions.

2. Bookings and Confirmation

All bookings are subject to property availability and confirmation.

The person making the booking must be at least 18 years old and is responsible for ensuring that all guests comply with the booking conditions.

A booking is confirmed once the required payment has been successfully processed and written confirmation has been issued by Meadowstone.

The number of guests must not exceed the maximum occupancy stated in the property listing.

3. Accommodation Rates and Charges

Accommodation rates are quoted in New Zealand dollars (NZD).

The total booking price, including applicable GST, cleaning fees, linen charges and any other compulsory charges, will be disclosed before the booking is confirmed.

Cleaning and linen are charged separately from the nightly accommodation rate unless otherwise stated.

Any optional services or additional charges must be agreed upon before being charged.

4. Payment Terms

For bookings made more than 30 days before arrival:

A deposit of 30% of the total booking price is required to confirm the reservation.

The remaining 70% is payable 30 days before arrival.

For bookings made within 30 days of arrival, full payment is required when booking.

Payments may be processed securely through Meadowstone's authorised payment provider, Stripe.

If a scheduled payment fails, Meadowstone will contact the guest and provide a reasonable opportunity to complete payment before considering cancellation of the reservation.

5. Guest Cancellation Policy

Guests wishing to cancel must notify Meadowstone in writing.

Our standard cancellation policy is:

30 days or more before arrival: 

A full refund of payments received.

14 to 29 days before arrival: 

A refund of 50% of the total booking price. Any amount paid above the applicable cancellation charge will be refunded.

Less than 14 days before arrival:

The standard cancellation charge is 100% of the booking price, subject to applicable consumer law and the circumstances of the cancellation.

Where cancelled dates are successfully rebooked, Meadowstone will review the cancellation charge, taking into account the replacement booking revenue, reasonable costs and any loss incurred.

We will consider requests arising from exceptional circumstances, including events that make the accommodation inaccessible or prevent the booking from being fulfilled.

Nothing in this policy limits a guest's rights under applicable New Zealand law.

Guests are encouraged to obtain appropriate travel insurance.

6. Cancellation by Meadowstone or the Property Owner

In the unlikely event that confirmed accommodation becomes unavailable due to circumstances within the control of Meadowstone or the property owner, guests will receive a full refund of payments made for the unavailable accommodation.

Where possible, Meadowstone may offer suitable alternative accommodation. Guests are not required to accept an alternative.

Where accommodation cannot be provided because of circumstances outside the reasonable control of the parties, including natural disasters or government restrictions, refunds and other remedies will be determined in accordance with applicable New Zealand law.

 7. Security Bond and Property Damage

A temporary security authorisation of NZ$500 may be placed on the guest's nominated payment card before arrival.

This is a temporary hold, not an upfront security deposit or an additional accommodation charge.

The authorisation may reduce the funds available on the guest's card until released.

The hold will be released after departure, subject to the payment provider's processing arrangements, unless a justified charge is required.

Guests are responsible for damage or loss caused by themselves or members of their booking party beyond reasonable wear and tear.

Any proposed damage charge will be supported by reasonable evidence, and guests will be informed of the nature and amount of the charge.

Meadowstone will not make deductions for ordinary wear and tear or pre-existing damage.

Where damage costs exceed the authorised amount, any additional claim will be assessed and pursued lawfully.

8. Check-In and Check-Out

Standard check-in and check-out times will be confirmed in the individual property listing and booking confirmation.

Early check-in and late check-out may be available by prior arrangement.

Guests must follow the arrival and departure instructions provided by Meadowstone.

9. Guest Responsibilities and House Rules

Guests are expected to treat the accommodation, furnishings, facilities and surrounding neighbourhood with care and respect.

Guests must:

- Comply with the property's maximum occupancy.

- Observe the property's stated quiet hours.

- Respect neighbouring properties and residents.

- Follow all safety instructions and property-specific rules.

- Report accidental damage or maintenance issues promptly.

- Leave the property in a reasonably tidy condition.

- Ensure the property is securely locked when unattended.

Parties, events and gatherings are not permitted without prior written approval.

Smoking and pets are permitted only where expressly authorised in the property listing.

Additional cleaning costs may apply where cleaning requirements exceed normal expectations, provided those costs are reasonable and supported by evidence.

10. Cleaning and Linen

A standard cleaning and linen charge will be displayed during the booking process.

This covers the property's normal departure cleaning and the provision of linen as described in the listing.

Guests are not expected to undertake professional cleaning before departure.

However, guests are expected to remove rubbish as instructed, wash or stack used dishes where requested and leave the accommodation in a reasonably tidy condition.

Excessive cleaning requirements resulting from unreasonable use may incur an additional reasonable charge.

11. Property Facilities and Amenities

Guests may use the facilities specifically included in their booking.

Some properties offer shared facilities, including swimming pools, tennis courts, gyms, saunas or other recreational amenities.

Guests must comply with all applicable facility rules and safety instructions.

Children must be appropriately supervised.

Facilities may occasionally be unavailable due to maintenance, safety requirements or circumstances outside Meadowstone's control.

Where a material advertised facility becomes unavailable, Meadowstone will assess the circumstances and any appropriate remedy in accordance with applicable law.

12. Maintenance and Access

Guests should promptly report maintenance issues, damage or safety concerns.

Meadowstone or an authorised contractor may require access to the property to undertake necessary repairs, maintenance or inspections.

Except in emergencies, reasonable notice will be provided and access arranged with consideration for guests' privacy and enjoyment of the accommodation.

13. Guest Conduct

Meadowstone reserves the right to take reasonable action where guests engage in unlawful behaviour, cause serious disturbance, create safety risks or materially breach these Terms & Conditions.

Where appropriate, guests will be given an opportunity to remedy the issue.

In serious circumstances, a booking may be terminated in accordance with applicable law.

Any refund entitlement will be assessed fairly, taking account of the circumstances.

14. Personal Information and Privacy

Meadowstone collects and uses personal information for accommodation bookings, guest communications, payment processing, property management and related services.

Personal information is handled in accordance with our Privacy Policy and applicable New Zealand privacy law.

Our Privacy Policy is available on the Meadowstone website.

15. Liability and Consumer Rights

Meadowstone takes reasonable care in managing accommodation and providing its services.

Guests are responsible for taking reasonable care of their personal belongings and using the property and its facilities safely.

Nothing in these Terms & Conditions excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand legislation.

Any liability will be assessed in accordance with applicable law and the circumstances of the claim.

16. Complaints and Disputes

Guests are encouraged to contact Meadowstone promptly if they have concerns about their booking or accommodation.

We will make reasonable efforts to investigate concerns and resolve disputes fairly and promptly.

If a matter cannot be resolved directly, either party may pursue the remedies available under New Zealand law.

17. Changes to Terms & Conditions

Meadowstone may update these Terms & Conditions from time to time.

The version accepted when a booking is confirmed will ordinarily apply to that booking unless a subsequent change is agreed upon or required by law.

The current version will be available on our website.

18. Contact Us

For booking enquiries, cancellations or questions about these Terms & Conditions, please contact:

Meadowstone Holiday Home Management Ltd

Wānaka, Otago, New Zealand

Email: hello@meadowstone.nz

Website: meadowstone.nz

Your home, thoughtfully cared for. Exceptional care, every stay.