We want your stay with us to be a happy one. If you have any questions about our Terms & Conditions please ask. By booking accommodation with us you agree to these Terms & Conditions.
Guests making a booking and staying at Edelweiss Motel must be 18 years of age or over. Managers reserve the right to ask underage to vacate the premises. Persons under the age of 18 may not occupy a unit on their own unless accompanied by parents or legal guardian staying in a separate unit that have given permission and accept full and final responsibility.
A valid credit card is required to make a booking reservation. Your card will not be charged until check-in, but is held as security for your reservation and utilised for any applicable cancellation or non-arrival charges. This card may also be used for any charges remaining unpaid on check-out.
We operate seasonal rates which are subject to change according to demand and availability. Minimum booking periods may apply. Rates cannot be guaranteed when making amendments to existing reservations.
Rates quoted in your booking are based on the number of occupants and length of stay requested in your booking. Alterations to these details may affect the nightly rate charged.
Children are very welcome but must be supervised at all times when on the property, including the pool and spa.
Please no pets, even the little ones! Registered assistance dogs are welcome. Please let us know and we will be sure to provide water bowls.
If you are making the booking for or on behalf of an Organisation, you warrant that you have the appropriate authority to accepts these Terms and Conditions on behalf of the Organisation.
Check-in is available from 2pm.
Your unit may be available prior to this time, although we do not guarantee early arrivals, we will certainly do our best.
Check-out time is before 10am on the day of departure. Later check-out is by pre-arrangement only. Please ask.
You may be asked to produce proof of your Identity in order to check-in. This is in the interests of safety and security of our staff, motel and guests.
No cancellation fee is payable on reservations cancelled up to 7 days prior to arrival.
After 7 days and up until 48 hours, the first nights accommodation amount will be charged.
Cancellations with less than 48 hours notice will result in the total amount for the booked accommodation being charged. In the event of a late cancellation every effort will be made to resell the room and you will only be responsible for the cost if this is unsuccessful.
A no show will result in the value of the total booked accommodation being charged.
Cancellation conditions for Groups and Corporate bookings will be advised at time of booking.
Earlier departure than the reserved date, may not result in a refund, unless we are able to replace the booking. Early departures must check-out by 10am.
Payment for all accommodation must be made in full on the day of arrival and a valid credit card will be requested from the occupant of the unit when checking in.
Payment via third party may be arranged in advance by contacting us.
For guests without a credit card, photo ID will be requested and full cash payment of accommodation plus a bond for incidental charges may be required at check-in.
Overdue/recovery charges will be made if your account is not paid in full.
In the event of non-payment, we reserve the right to charge the guarantor’s credit card (supplied at the time of reservation).
Internet Services, Fair Use & Copyright
WIFI is available at Edelweiss Motel and is free and unlimited however fair use applies.
Only VDSL connections are available in Paihia town and fibre rollout dates from Chorus are not yet available (planned 2017 to 2024). WIFI speeds across our network are managed to ensure that guests will be able to read emails / search the web, and upload holiday photos in normal fair use. Video streaming (including Netflix) cannot be supported.
The proprietors accept no liability for infringement by guests of Copyright (Infringing File Sharing) Amendment Act 2011 – which prohibits the illegal download and sharing for copyrighted material. Penalties are extensive and all efforts shall be taken to recoup these penalties, from the offending party, by proprietors.
- No visitors in units after 10pm.
- Don’t cook odiferous foods. If a unit is unable to be occupied by subsequent guests from cooking smells, you may incur a charge.
- Report any breakages or damage to motel property immediately. We understand accidents happen.
- Leave your unit clean and tidy. If your room is left in an unsatisfactory state, including excessive rubbish or misuse of motel property (including linen), Edelweiss Motel reserves the right to charge for the cost of extra cleaning, repairs or replacements required to restore our guest rooms or property to its normal condition.
- Do not smoke in any unit at Edelweiss Motel or tamper with smoke alarms. We appreciate your co-operation in ensuring our guests and employees are not subject to second hand smoke. If you do smoke, then you may be charged appropriate cleaning and loss of income charges.
- Be aware that these Terms and Condition override any third party arrangements at the discretion of management.
At Edelweiss Motel Paihia, Bay of Islands, we strive at all times to deliver a professional, caring and courteous service to all our customers all of the time. However if you feel we have not lived up to this promise or if you feel we can improve or enhance our existing services we would like to hear from you.
If there is something troubling you, please do let us know as soon as possible so we can do something about it. We would rather resolve any issues quickly during your stay so you can have a comfortable one. A full copy of our complaints procedure is available here (see Complaints & Accolades below).
By booking accommodation at Edelweiss Motel you are agreeing to these terms and conditions. You acknowledge that the named guest will be personally liable for all accommodation and incidental costs charged to the unit after check-in, for any loss or damage to the room during a stay at Edelweiss Motel, for any cancellation or non-arrival fees, and for any debt collection costs incurred.
Complaints & Accolades
At Edelweiss Motel Paihia, Bay of Islands, we strive to deliver a welcoming, professional, caring and courteous service to all our customers all of the time. However if you feel we have not lived up to this promise or if you feel we can improve or enhance our existing services we would like you to tell us! If you are happy, please tell your friends to come stay too!
Our formal customer Complaint Procedures and Guest Comment Cards are available at reception however if there is something troubling you, please do let us know as soon as possible
If you have a comment to make regarding our service you can:
- let us know at reception
- use a guest comment card
- write to us at the address below, email us or message us on Facebook
Your feedback is important and you will receive a written response. (Please note this is not always possible if your booking was not made directly with us or your feedback is on a website other than ours).
Our standards for dealing with complaints.
- We will treat your complaint properly, fairly and impartially
- We will apologise for any mistake, explain what happened and put it right where ever possible
- We will change the way we do things to avoid making the same mistake in the future
Complaints Procedure – Stage One
If you are dissatisfied with some aspect of our service, please express this to the person with whom you are dealing. They will try to help. We aim to resolve all difficulties quickly and efficiently.
Complaints Procedure – Stage Two
If the first response is not satisfactory, you can write to our owners. They will investigate further and you will receive a response within 10 working days of receipt. The address to write to is: Hanno NZ Limited, PO Box 18, Kerikeri, New Zealand.
Last reviewed: September, 2017