RATES

All rates displayed are in NZ dollars and are inclusive of taxes.

SURCHARGES

A surcharge of 2.5% for Visa and Mastercard may apply to all payments made by the property. AMEX, JCB, and Diners International are not accepted at our properties.

CANCELLATION POLICY

We require a minimum of 48 hours’ notice prior to the date of arrival for all cancellations or amendments to bookings made on the Fully Flexible Rate.

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, Trip.com etc. must be cancelled by the guest via this agent before U Hotel Group is able to formally cancel the booking.

Please note that during low seasonal periods, special periods and/or Force Majure events such as COVID and during COVID alert levels our fully Flexible Cancellation Policy may be shortened to 6 pm on the day of arrival, which means you will be able to cancel without penalty until 6 pm of your check-in date. If cancelled after 6 PM on the day of arrival, 100 % of the Entire Stay shall be charged. Please check this when making your booking online.  Please note that this policy can change without notice.

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.

GROUP BOOKINGS

For group booking please phone or email the hotel directly to ensure the right rooms and options are available.

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.

CHILDREN

Guests must be a minimum of 18 years of age, unless accompanied by legal guardians. We require valid identification on check-in in the form of a Driver’s License or Passport.

Children (under 12 years old) are welcome and your stay is free if using existing bedding.

If you require a roll-away bed, a charge will apply (from $35 per night, per rollaway bed). The extra roll-away bed fits in only a few rooms and we advise you to check this prior to making a booking. Roll-away beds are subject to availability.

All cots and extra beds must be reserved in advance and are subject to availability.

PETS

Assistance dogs, such as guide dogs, hearing dogs, and dogs for those who are disabled, are permitted. Please note that some of our apartments, residences, and hotels may not have an elevator, and accommodations will be accessed via a staircase if there are no elevators at the property.

Most of our Hotels and Motels accept pets and there will be a pet fee charged per pet, per night (from$35 based on breed/size of pet). Note: not all properties accept pets and so please inquire with us at [email protected] if you are unsure. We reserve the right to charge $100 per pet, per night if the pet is not declared as an addition to the room occupied before the stay.

 

PARKING

Parking is generally available in most of our Hotels and Motels and in some U Suites properties (charges may apply). We may require your registration number to secure parking at properties with parking and this should be booked before your stay.  Please contact us at [email protected] for more information and assistance with parking.

 

ACCESS

Please note that as our properties vary in location and size, not all hotels/motels/sleeperies and residences have direct elevator access to rooms.  This will be clearly mentioned on the site and if there is no information on the property page or if it is unclear, please contact us at [email protected] .

 

ELIGIBILITY

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.

ARRIVAL & DEPARTURE

CHECK-IN

Check-in is from 2 pm for most of our Hotels and Motels and from 3 pm for our Apartments and Residences (U Suites).  The check-in and check out time will be stated on your confirmation.

Early check-in is subject to availability on the day of arrival.

We will 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 all websites.

LATE ARRIVALS and AUTOMATED CHECK IN

We request that guests advise us of ETA prior to date of arrival.  Not all properties have manned reception desks and so it is important that we are aware of your time of arrival. We will send you details of access into your room prior to your arrival as check in is automated.

NO SHOW

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. The property 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 residence is not obliged to keep the apartment available after this time.

If remaining nights are required by the guest, the guest must notify management before 09.00 NZT and request that the management 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

Check-out time is 10am. We request that guests fully vacate the apartment by this time. Belongings cannot be stored in the room after this time.

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.

NON-GUEST VISITORS

All non-guest visitors must be met by a named guest. 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 four non-guest visitors allowed access to the apartment unless otherwise pre-authorised with management. These visitors must be signed out by 10pm in compliance with our Fire and Egress process.

If registered guests wish to add extra people to their room occupancy this must be pre-arranged with the team and must not exceed the capacity of their apartment.

YOUR STAY

SMOKING

Smoking is not permitted inside any of our rooms or apartments, this includes the use of vapes. There are designated areas for smokers outside the building or on the balcony outside the rooms. Any guest who smokes inside the rooms is liable to pay a cleaning fee. Any guest suspected or caught altering smoke detectors or sprinklers will be asked to leave the property immediately without a refund.

FIRE ALARM CHARGES

Our fire alarms are not 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 a charge no exceeding NZD$1,200. Any guest suspected or caught altering with smoke detectors or sprinklers will be asked to leave the property immediately without refund.

SOCIAL CODE

For a stress-free stay for all our guests in the property, U Hotel Group 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 premises quietly. We have the right to ask guests to leave, without refund, should inappropriate and/or threatening behaviour be observed

DAMAGE & THEFT

If you or any member or invitee of your group causes damage to the residence, removes residence 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 residence.
• Retain all sums paid by you and/or charge you the full amount of your reservation
• Charge for any damage, loss of revenue, missing property, handling fees.
• Refuse future reservations from you and/or refuse you entry or accommodation at of our locations.
• We will not be liable for any refund or compensation in such circumstances.

LOST PROPERTY

Belongings that are left at the apartment will be securely stored for up to 8 weeks after this the items will be donated or handed over to the local police station depending on the deemed value.

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.

DISPUTES PROCEDURE

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 [email protected] .  We will endeavour to resolve the matter promptly.

PROHIBITED CONDUCT

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.

U HOTEL GROUP CCTV Privacy Notice

U Hotel Group and its subsidiaries issue this Privacy Notice to inform our guests and staff members of the scope of the personal information that is collected with its Closed-Circuit Television (CCTV) system and your rights in relation to that information. Nothing in this Notice limits or excludes your rights under the New Zealand Privacy Act 1993.

U Hotel Group has CCTV monitoring and recording capabilities at all sites.  CCTV cameras are primarily located in reception, car parks and other public areas. Additional cameras are located throughout the property owned or operated by U Hotel Group that cover sensitive areas and processes. Signage advising of CCTV equipment will give notice of public areas covered by such equipment. The purpose of collecting information via our CCTV system is to support the compliance of our Health and Safety obligations as well as support the reduction of crime and damage to property. Video footage may also be used to enhance safety training for our staff.

Audio may be recorded depending on the CCTV system.

The security and integrity of your information are of the utmost importance to U Hotel Group takes all reasonable steps to protect personal information against loss, manipulation, misuse, and unauthorised access. U Hotel Group employs protections against unauthorised access to personal information. U Hotel Group may make archived CCTV images available to official government agencies in accordance with principles 10 & 11 of the New Zealand Privacy Act. Individuals who have been recorded by our CCTV cameras have the right to access that footage and to make any corrections so long as that information relates to you and is reasonably accessible. Video footage is stored for a maximum of 10 weeks unless its archival is required for one or more of the aforementioned reasons. The length of storage of footage varies between cameras so the information may not be available at the time of your request.

You may request confirmation of whether or not U Hotel Group holds personal information about you and if so, you may request access to this information. Access will be granted unless one of the grounds for refusal, listed in the New Zealand Privacy Act, applies.

PRIVACY POLICY

This privacy policy sets out how we use and protects any information that you give us when you use this website.

We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information:

• name and job title
• contact information including email address
• demographic information such as postcode, preferences and interests

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and for the following reasons:

• Internal record keeping.
• We may use the information to improve our products and services.
• We may periodically send promotional email about new products, special offers or other information which we think you may find interesting using the email address which you have provided, to do this you need to opt in for this service.
• We may contact you by email, phone, or mail.
• We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. To prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is an element of data that a website can send to your browser, which may then store it on your system. We use cookies in some of our pages to store your preferences and record session information. The information that we collect is then used to ensure a more personalized service level for our users. Please be assured though that your credit card number will not be saved for security reasons. You must type the credit card number each time you make a purchase.

You can adjust settings on your browser so that you will be notified when you receive a cookie. Please refer to your browser documentation to check if cookies have been enabled on your computer or to request not to receive cookies. As cookies allow you to take advantage of some of the Website’s essential features, we recommend that you accept cookies. For instance, if you block or otherwise reject our cookies, you will not be able to book flights or use any products or services on the Website that require you to log-in.

This information is treated confidentially and will not be shared with anyone outside of the Company unless otherwise stated in this Privacy Policy. We will only use this information to make informed decisions regarding the purchase of online advertising.

Links to other websites

Our website may contain links to enable you to visit other websites of interest easily. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.

You may request details of personal information which we hold about you under the Data Protection Act 1998

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.