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Booking Terms and Conditions

please read these Booking Terms and Conditions carefully.

All bookings made via Participating Websites or with VR Group directly are made subject to these Terms and conditions and the person making the booking will be deemed to have accepted these Terms and Conditions on behalf of all persons who will be staying at the Participating property under the booking once any payment is made in relation to the booking.

Bookings may also be governed by and subject to additional terms and conditions which are applied by individual participating properties. These terms and conditions may relate to items such as payments, deposits and cancellations and you should confirm the exact conditions directly with the participating property before booking. If there is any inconsistency between the participating property terms and conditions and these Terms and Conditions, the individual property terms and conditions will prevail.

If booking via your Travel Agent the terms and conditions provided by your Travel Agent will apply to your booking and you should ask your Travel Agent for a copy of these terms and conditions.

Some Terms and Conditions vary according to the property type. You should ensure that you read the Terms and Conditions carefully to ensure you are aware of the Terms and Conditions which apply to your particular booking.


In these Terms and Conditions:
i. “Booking Credit” means credit which may be applied to future accommodation or accommodation package bookings with VR Group subject to clause 13.
ii. “VR Group” means VR Group 2011 Ltd trading as VR Group.
iii. “You” and “Your” mean the person who is making the booking.

Photographic Identification
Upon check-in you will be asked to provide photographic identification such as a driver’s licence or a passport.
a. If you are unable to provide such identification your booking may be cancelled and you may be liable to pay VR Group an amount equal to the full booking amount plus any other costs incurred by VR Group in connection with the booking. Accordingly, any pre-payment you have made in relation to the booking will be forfeited to VR Group under this term.
Only guests named on the booking will be allowed to check in, unless a prior written arrangement has been made with the participating property directly, at least 24 hours prior to check in date.

How To Book / Quotes and Reservations

Bookings can be made online via any of the Participating Websites or with VR Group direct by calling Central Reservations on 0800 VR HOTELS (0800 874 683) or + 649 337 5800 if calling from overseas.
a. Bookings are subject to availability and applicable pricing of the relevant participating property at the time of the booking and some conditions and/exclusions may apply including but not limited to minimum stay requirements.
b. Any quote given is an estimate only of price and the price will only be confirmed once a payment is made on the booking and you receive written advice from VR Group that the payment has been received and the booking has been confirmed.
c. Any confirmed price is subject to change if:
• a payment which is due on a booking is not received by VR Group by the date the payment is due; or
• there is a change in or imposition of a government charge, tax or levy which entitles or necessitates VR Group changing the price of your booking.
d. If you reasonably believe a written confirmation or invoice which has been provided to you is incorrect, you can request that VR Group reissue that written confirmation or invoice and you may either pay the amount specified on the reissued written confirmation or invoice by the date which is specified as being due, or alternatively, cancel your booking.

Payments may be made by Visa, MasterCard, Diners and American Express and Telegraphic Transfer (allow 7 days transaction time).
a. A 2% surcharge will apply to all credit card / debit card transactions however no surcharge will apply to EFTPOS transactions, cash or national bank transfers.
b. Bookings are unable to be paid by cheque.

Deposit and Final Payment
A one night deposit will be charged upon booking:
a. Deposit and Final Payment will be refundable as per our cancellation policy (see Rates and Charges below) and terms by which rate type has been selected.
b. Full remaining payment will be due upon check in.

Rates and Charges
a. Any quoted rates are in the relevant participating property’s local currency and are subject to change at any time until full payment is received.
b. Quoted rates are inclusive of 15% GST where applicable.
c. Quoted rates do not include transport to or from the participating property or items of a personal nature such as laundry, telephone, taxis, room service, meals, transfers, existing or proposed taxes (including airport taxes) or government charges, unless otherwise indicated.
d. If you have been quoted a rate that includes meals and or transport you should contact the relevant participating property directly to obtain details of these inclusions.
e. Some quoted rates are valid only for a minimum number of nights and if the number of nights included in your booking changes, the rate may also change to the current BAR rate. You would be required to pay the difference.
f. Please visit the relevant participating property website or contact the participating property direct for further information on specific inclusions, exclusions and rate specific cancellation policies.

Refunds will depend on the rate type booked and the terms and conditions of the participating property.
Refunds would be made via the same payment mode (incl same credit card) as originally paid. Refund on different cards or different modes would not be accepted.

All amendments are subject to the availability and applicable pricing of the relevant participating property at the time the amendment is requested.
a. Amendments are subject to availability and may be requested within the following time frames:
• 24 hours prior to your scheduled check-in time.
b. If amendments are requested outside the time frames you may be charged a 100% cancellation fee in addition to the cost of your amended booking and any reduction in the amount which is payable by you in such case will be at VR Group’s absolute discretion.
c. If the rate, which applies to an amended booking, is greater than the rate, which applied to the original booking, you must pay the difference along with any amendment fee in full at the time the amendment is requested.

If a booking is cancelled any non-refundable deposit will not be refunded as per the terms and conditions of the offer purchased. Additional cancellation charges may apply.
• Within 24 hours of your scheduled check-in time: a 100% cancellation fee will apply and you will be required to pay to VR Group the full amount of your booking less any amount which you have already paid.
• You will be charged for one night's hotel stay unless your hotel reservation required a full payment in advance or a minimum length of stay. Please refer to our cancellation policy upon booking for specific rate type cancellation policies.
• Cancellations must be made prior to the properties’ earliest check in time (2pm), 24 hours prior to arrival to avoid the one night’s room charge. Earliest check in times may vary between properties.

No-Shows or Terminations
If you do not show up for your booking or terminate your booking early after you have checked in you will be charged a 100% cancellation fee and will be required to pay to VR Group the full amount of your booking less any amount which you have already paid. In case of a no show and no intimation the booking will be deemed cancelled, no refund will be offered.
a. If you wish to terminate your stay early because you are dissatisfied with some aspect of your stay, property management may in its absolute discretion provide you with what is necessary. If a refund is offered for unused nights, rates may be adjusted in to reflect the minimum stay rates across all bookings.

Check-in: Standard
Standard check-in time is 2:00pm but times may vary for particular participating properties and you should confirm the check-in time with the relevant Participating property prior to your scheduled check-in day. New Zealand’s daylight savings hours apply.
a. If you wish to guarantee your ability to check-in prior to 2:00pm you must book an additional nights stay and pay the applicable rate for that additional night.

Check-out: Standard
Standard check-out time is 10:00am but times may vary for particular participating properties and you should confirm the check-out time with the relevant participating property prior to your scheduled check-out day.

Late Check-out

If you wish to check-out later than the standard check-out time you must obtain approval from property management at least 12 hours prior to your scheduled check-out time.
Property management may approve a request for late check-out in their absolute discretion.
• if you check out before 11:00 with prior approval from property management no surcharge will apply;
• if you check-out between 11:00 and 1:00pm a surcharge of $65.00;
• if you check-out between 1:00pm and 2:00pm a surcharge of $100.00; or
• if you check-out after 2pm a charge equivalent to the fully daily rate which applies to your booking.

Security Deposits
You must provide a credit card authorisation or imprint when you check-in.
a. This authorisation may be used to cover incidental items including but not limited to telephone charges, security bond or deposit for any breakages or damage incurred during your stay or cleaning charges in excess of the normal level of cleaning.
b. The pre-authorisation process validates your credit card, and protects both the cardholder and merchant from increasing fraud incidents.
c. The pre-authorised amount is set aside by the card issuer for a period of up to 14 days from the date of pre-authorisation and the pre-authorisation will affect your available funds balance or spending limit. For more information on this practice please contact your card issuer.
d. Once a pre-authorisation has been made, VR Group cannot release, remove or lower the authorised amount, until we process the final account on departure. This is a restriction imposed by the card issuer, and cannot be negotiated.
e. Where a credit card is not available a minimum $250.00 cash deposit will be required on check-in. (The actual amount required may be higher at some Participating properties.) Debit cards would not be accepted for pre-authorisation security deposit.

Room Allocation
In the unlikely event that VR Group cannot provide accommodation at the Participating property for which you have booked, VR Group will at no additional expense to you relocate you into an alternative property which in the reasonable opinion of VR Group is of comparable quality and in a comparable location.
a. If a property of comparable quality in a comparable location is not available, VR Group may relocate you to a property of less comparable quality or less comparable location in which case VR Group will pay you an amount which it reasonably believes represents the difference between the rate payable for the alternate property and the rate paid by you for the participating property at which you had booked.
b. Should you wish to be relocated to an alternative property other than the property chosen by VR Group under this term, you will be required to pay any difference in price between the VR Group's choice of property and your chosen property.
c. If you and VR Group cannot agree on an alternative property then you may request that VR Group cancel your booking and provide you with a refund for the full amount of that booking less any amounts which you owe to VR Group.

Children's Prices

In most cases, children's prices for accommodation refer to children occupying the same room/unit with at least two adults and using existing bedding.
a. Children under 5 will be complimentary using existing bedding.
b. Additional charges will apply if extra beds or linen (including rollway’s, sofa beds or cots) are required. Some room types are not designed to have extra bedding. All room types have a maximum number of occupants, including children and infants. Please check maximum room occupancy prior to booking.

Facilities and Services
Whilst care is taken to ensure that the description of facilities and services of the VR Group is accurate, these are continually being changed, upgraded, and on occasion taken out of service and if any feature/facility is essential to you in choosing a particular property, it is your responsibility to confirm with the property prior to making your booking that the feature/facility will be available during your stay.
a. To the extent permitted by law VR Group is not liable for omissions, errors or changes to the facilities and services at a property, whether temporary or permanent.
b. Accommodation facilities listed may not apply to all room types.

Special Requests
Whilst VR Group attempts to satisfy all special requests, VR Group does not guarantee that special requests will be accommodated.