Terms and Conditions
All rates displayed are in NZ dollars and are inclusive of taxes.
We use dynamic pricing and the price of our rooms, products and services fluctuates based on demand and other factors. Before confirming a reservation or purchase, we will provide you with a total price for the requested number of rooms and nights, together with the charges for any additional products or services you may have added. Depending on the room rate selected, payment may be due at the time the reservation is made through our site or at a later date, such as upon check-in at the hotel.
Unless otherwise indicated extras such as breakfast and other gratuities are not included in the rate but you may be able to add them to your reservation during the booking process or they may be available to you during your stay.
Payment of the full booking amount plus a security deposit is taken as a credit card pre-authorisation at check-in. The pre-authorised amount is set aside by the credit card company until check-out when we complete payment, release the security deposit and charge any additional room charges. This payment will be taken from the credit card registered to the booking unless otherwise organised.
Guests wishing to pay with debit card or cash must pre-pay the full booking amount at check-in. A credit card is still required for the security deposit pre-authorisation. Please see below for further information about pre-authorisation.
Rainforest Retreat are not responsible for currency conversion and therefore any questions regarding currency conversion must be directed to your credit card company.
PRE-AUTHORISATION & DEPOSIT
All reservations must be guaranteed with a valid credit card at time of booking. We pre-authorise all credit cards for a nominal amount on the day of booking to check for validity and sufficiency of funds. Please note this process validates the presented credit card, and protects both the cardholder and merchant from increasing fraud incidents. A deposit is not required at time of booking, except for Agent and Advance Rate Group Bookings.
We may pre-authorise a credit card for any charges we determine that the guest may be likely to consume during their stay. This may also include an amount to cover a security bond / deposit for damages. The pre-authorised amount is set aside by the credit card company for a period of up to 10-days. The pre-authorisation will affect your available funds and / or spending limit. For more information on this practice we suggest the cardholder contact their card issuer. No money is taken from your credit card but it will show as a ‘Pending Transaction’ and you may choose to use a different payment type to pay your final bill.
We require minimum of 48 hours’ notice prior to the date of arrival for all cancellations or amendments to accommodation reservations.
Any change to the arrival date, departure date or room type of this reservation is subject to the hotels’ availability at the time the change is requested and may result in a possible rate change or an additional fee.
Non-refundable bookings have no option to cancel or receive a refund at a later date.
Bookings made via an online agent such as Booking.com, Expedia or Ctrip must be cancelled by the guest via this agent before Rainforest Retreat is able to formally cancel the booking.
Rainforest Retreat will operate within the Consumer Guarantees Act & Fair-Trading Act.
OUR RIGHT TO CANCEL
We may cancel your reservation at any time with immediate effect by giving you written notice (which includes e-mail) if you do not pay us when you are required to do so or you breach the contract between us in any other material way. If we cancel your reservation where you are at fault, we reserve our legal rights in respect of your breach of contract.
We may also cancel your reservation if an event outside of our control (including industrial action, acts of terrorism, explosion, fire, flooding, and failure of power and/or water supplies or emergency evacuation) means that we are unable to make your room available to you. In such event we will contact you to let you know as soon as possible and if you have already paid for your room, we will refund your payment to you, or if you have not yet paid for your room, you will not have to make any payment to us.
Save as set out above, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an event outside of our control. Such limitation of liability does not affect your statutory rights.
THIRD PARTY BOOKINGS
Bookings made through a third-party website are subject to that site’s terms and conditions. Please be aware these may differ from ours.
MAXIMUM ROOM OCCUPANCY
The maximum number of guests per room type is clearly specified on our website and via all our online agent sites. Failure to book appropriate rooms/bed numbers for your group may result in members of your party being turned away and/or penalty charges.
Guests must be at least 18 years old in order to make a reservation or complete a purchase through our site or any other booking channel. In using this website and submitting credit card details you represent and warrant that you are of sufficient age to create a legal binding obligation for any liability incurred. For the avoidance of doubt, any persons aged 17 years or younger must be accompanied by a parent or guardian for the duration of their stay in our hotel.
All guests must provide valid identification in the form of a Driver’s License or Passport at check-in.
PRIVACY OF INFORMATION – WEBSITE USE
Rainforest Retreat recognises the privacy concerns of its customers, clients, guests, contacts and the users of its website. We store your details in our Property Management System as a profile. Which in the future can be used for any other bookings which will already have your preferences mentioned so we can cater all your needs.
ARRIVAL & DEPARTURE
Check-in is from 3pm.
If you arrive earlier on the date of your stay we are more than happy to hold your bags for you until your room is available.
Early check-in is subject to availability on the day of arrival.
We require valid photo identification on check-in in the form of Driver’s License or Passport and evidence of your booking reference for bookings made via travel agents and OTA websites.
The guest is not entitled to the provision of specific rooms unless the Hotel has confirmed this in writing.
We request that guests advise us of late arrival plans (arrival times after 20.00 NZT) prior to date of arrival. In these instances directions on how to obtain the room key will be informed by the Rainforest Retreat Reservations Team.
Entrance into the Rainforest Retreat building will be treated as an acceptance to our terms and conditions
In the event that the (a) guest does not arrive for their booking, the booking will be cancelled in its entirety at 09.00 NZT on the morning after the reservations set arrival date. Rainforest Retreat shall inform the guest of charges payable, which may range from the cost of one to two nights depending on the length of booking. The Hotel is not obliged to keep the room/apartment available after this time.
If remaining nights are required by the guest, the guest must notify the Hotel before 09.00 NZT and request that the Hotel sends an updated confirmation with amended dates of the reservation in writing. The remaining nights will then function as a new booking and the same No Show terms will apply.
Check-out time is 11am. We request that guests fully vacate the apartment by this time. Belongings cannot be stored in the apartment after this time however we have secure storage available on request.
Late check-out is subject to availability, must be pre-arranged and may incur additional charges.
If you wish to extend your stay please contact the team with as much notice as possible; extensions are subject to availability and may result in a room move. If you wish to shorten your stay this must be done with at least 24 hours’ notice of your new check-out date.
Any delays in vacating room after 11am will result in an additional delay fee on the top of the room rate.
All non-guest visitors must be met by a named guest and signed in at reception before accessing the building. The named guest is responsible for the visitor whilst onsite and liable for any damages, and room fees for that the visitor incurs.
There is a maximum of two non-guest visitors allowed access to the building per room/apartment unless otherwise pre-authorised with management. These visitors must be signed out by 10pm in compliance with our Fire and Egress process.
If Rainforest Retreat guests wish to add extra people to their room occupancy this must be pre-arranged with the front desk team and must not exceed the capacity of their room/apartment.
Smoking is not permitted inside any part of Rainforest Retreat buildings, this includes the use of vapes. There are designated areas for smokers outside the building. Any guest who smokes inside the rooms are liable to pay a cleaning fee. Any guest suspected or caught altering with smoke detectors or sprinklers will be asked to leave the property immediately without refund.
FIRE ALARM CHARGES
Our fire alarms are automatically connected to the fire service. If there is evidence to suggest that a heat or smoke sensor has been set off purposefully or through a guest’s active negligence, heavy use of aerosol products or smoking/vaping in the building the guest will be liable to pay the fire service call out charge (NZ$1200). Any guest suspected or caught altering with smoke detectors or sprinklers will be asked to leave the property immediately without refund.
STRONG ODOUR FOODS
We ask guests to refrain from cooking strong odour foods (shellfish, fish, cabbage) in their apartment/room. If an apartment/room is left uninhabitable after check-out due to strong odour we reserve the right to charge the guest a cleaning fee.
For a stress-free stay for all our guests in the hotel, Rainforest Retreat requests that you be mindful of other guests trying to rest. After 10pm we request you to respect all other guests and keep the noise level to a minimum. Should we receive any noise-complaints this will be considered as a first warning and if repeated, we reserve the right to ask you to leave the hotel premises quietly. We have the right to ask guests to leave, without refund, should inappropriate and/or threatening behaviour be observed.
a) The hotel is liable with due care and diligence of a prudent businessman for its contractual obligations. The guest has no right to claim for compensation. This does not apply to damage due to injury of life, body or health, if the hotel is responsible for the breach of duty, other damages based on deliberate or gross breach of duty of the hotel and damages based on deliberate or negligent offence of contractual obligations of the hotel. A breach of duty of the hotel is on par with a legal representative or a vicarious agent. Should there be any disturbance or imperfection in service, the hotel will resolve the matter upon knowledge or reproach by the guest. The guest is obliged to make a reasonable contribution in order resolve the problem and to minimize the possible damage.
We are liable to you as a result of our breach of these Purchase Terms for reasons within our control, we shall only be liable for losses that are direct losses and a reasonably foreseeable consequence of such breach.
b) Except as prohibited by applicable law or as set out in the “LIMITATION OF OUR LIABILITY” section, our maximum liability to you, whether in contract, tort (including negligence) or for breach of statutory duty shall in no event exceed the price of your reservation and purchase, if applicable, unless the Hotel Proprietors Act 1956 applies, in which case our liability will be limited to the maximum prescribed under that Act.
c) Messages, correspondence and consignments for guests are handed with due care. The hotel will take care of the delivery, storage and (if requested) forwarding at the guest’s costs. The client has no right to claim for compensation except in the case of intent or gross negligence.
DAMAGE & THEFT
If you or any member or invitee of your group causes damage to the hotel, removes hotel property, injures other guests or their property, or otherwise breaches any of these Purchase Terms, we reserve the right to:
- Cancel your reservation with immediate effect and (if appropriate) eject you from the hotel.
- Retain all sums paid by you and/or charge you the full amount of your reservation.
- Charge for any damage, loss of revenue, missing hotel property, handling fees.
- Refuse future reservations from you and/or refuse you entry or accommodation at any of our hotels.
We will not be liable for any refund or compensation in such circumstances.
Belongings that are left at Rainforest Retreat will be securely stored for up to 6 weeks. After this time items will be donated to our favoured local charity. Rainforest Retreat are not liable for lost property and storage.
If you believe you have left behind any of your personal belongings, please contact the hotel reception so this can be traced and returned to you as soon as possible.
Guests are liable for handling, postage and courier costs or charges for returning lost property. Alternatively, lost property can be collected in person from the Hotel Front Desk.
Where a guest feels that we have not responded adequately to an enquiry, or otherwise wishes to raise a dispute with us, guests can contact us at firstname.lastname@example.org We will endeavour to resolve the matter promptly.
Rainforest Retreat strongly recommend that at the time of booking you purchase comprehensive travel insurance to cover items including but limited to: loss of booking amount through cancellation, loss or damage to personal luggage or possessions, loss of money and medical expenses.
When you post and/or tag any social media content (including, without limitation, photos, text, graphics, audio, video, location information, comments or any other materials) in relation to Rainforest Retreat on social media sites (such as Instagram or Facebook) (“Social Content”), we may request your permission to use this Social Content in connection with our business. Such use may be in conjunction with our website, electronic media and/or print material.
By consenting to our request to use your Social Content, you agree to us publishing your name or username associated with that content, and using all or any of your Social Content.
You agree, represent and warrant that:
- You own, or have obtained from third parties, all appropriate rights in your Social Content.
- The Authorised Entities’ use of your Social Content will not violate the intellectual, proprietary or other rights of any third party, or any applicable law.
- The Social Content is not libellous, defamatory, obscene, pornographic, abusive, indecent, threatening, hateful, offensive or other unlawful.You release the Authorised Entities from any liability relating to its use of your Social Content in accordance with these Social Media Terms.
ACCESSING OUR SITE
Our site is made available free of charge. However, if you access our site through a mobile device, your mobile service provider may apply additional charges.
We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. Access to our site is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of our site without notice. We will not be liable to you if for any reason our site is unavailable at any time or for any period.
You agree not to use our site or transmit any information or communications to or through our site in a manner that violates any domestic or international law or is (or is intended to be) fraudulent or abusive. All information or communications transmitted to or through our site must not: contain any defamatory, libellous or obscene material, as determined by us; infringe upon the rights of any third party; or contain or otherwise constitute junk mail, spam, solicitations (commercial or non-commercial) or bulk communications of any kind.
We and our affiliates may cancel or modify any transaction (or any part thereof) where it appears that you have engaged in fraudulent or inappropriate activity or where it appears that the transaction contains or resulted from a mistake or error.
INTELLECTUAL PROPERTY RIGHTS
We (by ourselves or through our affiliates) are the owner, licensee or permitted user of the intellectual property rights in our site and of the content and material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You must not use any part of our site for commercial purposes without obtaining a licence to do so from us or, as the case may be, our licensors.
You must not copy, display, modify, download, reproduce or transfer to a third party any of the content or materials on our site in any way without our prior written permission. However, unless otherwise stated on our site, you may print and/or download an extract of any page(s) from our site for your personal use provided you: do not modify the printed copies or extracts; do not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text; and ensure that our status (and that of any identified licensors or contributors) as the owners of content on our site is acknowledged. If you breach this provision, your right to use our site will cease immediately and you must, at our option, return or destroy any printed copies or downloaded extracts of our site.
The trademarks, trade names, logos and trade dress displayed on our site (collectively, the “Trademarks”) are registered and/or common law Trademarks of us, our affiliates and various third parties as the case may be.