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COVID-19 Policy

BELOW IS OUR UPDATE AND POLICY REGARDING COVID-19 AND UPCOMING TRAVEL.

We understand flexibility is important right now. We have therefore adjusted our standard Terms and Conditions to accommodate any guests impacted by government-imposed COVID-19 restrictions, either by the New Zealand Government or by the national authorities in our guests’ country of residence.

 CANCELLATION/DISRUPTION DUE TO COVID-19 RESTRICTIONS

We have special terms and conditions to assist Guests impacted by Covid-19 lockdowns and travel restrictions (referred to collectively in these terms as “Restrictions”).  If you cannot travel due to Restrictions imposed by our Government, or a national authority in your country of residence, the following applies.  Please email us on reservations@goodstays.co.nz:

For Guests who have booked but haven’t arrived yet, Goodstays offers the following two options:

  • We’d still really like you to have a good stay with us. You can transfer your reservation to any of our Goodstays holiday homes (subject to seasonal rates and availability) with your new arrival date to be within 12 months of your original reservation date.  Please lock in your new dates within 14 days of the Restrictions applying.  If you don’t lock in new dates with 14 days, Goodstays will retain the non-refundable part of your payment and refund you any balance.  In all circumstances, Goodstays 25% deposit is non-refundable.   
  • Or, if you’ve paid the full balance for your stay, you can request a refund of 75% of that balance. Disruptions due to Covid-19 have caused Goodstays significant costs and losses, and while we wish we could provide full refunds, we would not be able to operate with ongoing service and support required to operate a property management business.

For Guests who have already arrived in a Goodstays’ property:

If you choose to depart early, Goodstays will not refund for unused nights.  Goodstays invites Guests in this situation to rebook the same property when the Restrictions end with negotiated rates (subject to seasonable rates and availability) at the discretion of Goodstays and the homeowner.

We require any amendment requests by email to reservations@goodstays.co.nz. We will endeavour to respond within 6-12 business hours upon receipt.

 For cancellations of reservations unaffected by COVID-19 restrictions, our standard Terms and Conditions apply.

Third-party Platform Reservations

If you have booked through third party platforms such as AirBnB, VRBO/Bookabach, Booking.com etc, please contact the platform directly to send through your change request for Goodstays to review before any amendments can be processed.

These special terms and conditions only apply to disruption/cancellations due to Covid-19 lockdowns and travel restrictions.  Our standard terms and conditions apply to all other circumstances.

Further to the above and to ensure that Goodstays is in a position to meet your requirements and fulfil the provision of the travel services, we will continue to monitor and assess our Terms & Conditions to accommodate all guests.

Should you have further questions on these options and how they affect your reservation, please contact us.

Stay safe and be kind.
We look forward to hosting you across the Southern Lakes again soon.

 

 -The Goodstays Team ❤ 

What happens if I am unable to travel due to a government lockdown?

Our team will provide you with options to defer your travel and waive any amendment fees.

Guests who are not in a position to rebook can take the 75% refund option minus the 25% non-refundable deposit.

Do I receive a full refund if I am unable to travel due to Covid-19?

Full refunds are not an option that we can facilitate as a locally owned and operated business.

We will expand on our terms to provide guests with additional options and flexibility to defer across any of our holiday houses.

If I am unable to travel can I hold credit?

Regretfully, we are unable to facilitate credit but guests are given 14 days to consider new dates to defer to otherwise the reservation will default to the 75% refund minus the 25% non-refundable deposit.

Note, guests can adjust their reservation later to align with new flights or a change of circumstances and are advised to speak to our reservations team.

Can I defer my travel across multiple stays?

Yes, and we will do all the administration and waive the fee’s and you can spread this across multiple properties.

What options do you offer for guests affected by travel and Covid-19?

Guests can rebook the same property for up to 12 months, or as many guests group sizes split, you can select any of our holiday houses and our team will transfer your details and email you a new confirmation.

The other option is to cancel and receive a 75% refund less the 25% non-refundable deposit.

I need to rebook my flights, how long does it take to change my reservation?

We will respond to all guests within 6-12 hours, 7 days a week. All travel now carries an element of risk so its worth doing your homework regarding flights, insurance and also consider a second set of dates in case you are affected.

Its worth the extra planning so that you can reduce the stress and rebook quickly and efficiently, our team will be on hand to assist.

What happens if we are staying in holiday home during a sudden lockdown?

Once you have arrived into the home the revenue is paid out to the homeowner. Should you need to leave several days early, we invite you to rebook the same house again so we can contact the homeowner to provide additional nights at no cost and/or discount for your next stay.

Our team will assist to be as flexible as possible to organise a flexible checkout or delayed departure, based on the government advice and official mandate under the provision for time provided to travel home.