FREQUENTLY ASKED QUESTIONS

Covid-19 Protection Framework

Safety and wellbeing are at the forefront of U Hotel Group and the services we provide and as such we are adhering to the New Zealand Government COVID-19 Protection Framework.

We will continue to operate in a contactless manner where possible.

Traffic Lights

Under the New Zealand Government’s COVID-19 Protection Framework Traffic Light system, our hotels are able to open with no capacity limits as they are an essential service.

The following restrictions and protocols however may apply to our properties across the country at each different level:

GREEN

  • As most of our properties operate in a contactless manner we will continue to operate in this manner where possible.
  • Guests My Vaccine Pass may be scanned or a screenshot may be requested prior to check-in of the guest and accompanying guests staying in the room.
  • Hotel QR codes should be scanned when entering the premises by guests and visitors.

ORANGE

  • As most of our properties operate in a contactless manner we will continue to operate in this manner where possible.
  • Guests My Vaccine Pass may be scanned or a screenshot may be requested prior to check-in of the guest and accompanying guests staying in the room.
  • Face coverings must be worn by staff in all areas of the hotel. Guests are encouraged to wear a face mask in public areas of the property.
  • Hotel QR codes should be scanned when entering the premises by guests and visitors.

RED

  • As most of our properties operate in a contactless manner we will continue to operate in this manner where possible.
  • Guests My Vaccine Pass may be scanned or a screenshot may be requested prior to check-in of the guest and accompanying guests staying in the room.
  • Face coverings must be worn by staff in all areas of the hotel. Guests are encouraged to wear a face mask in public areas of the property.
  • Hotel QR codes should be scanned when entering the premises by guests and visitors.

We are adhering to the New Zealand government guidelines for this framework. Should these change, our policy and regulations may be altered to fit in line with new amendments.

 

Cleaning and Sanitisation

Face Coverings:

As mandated by the New Zealand Government,

Property/Hotel Level:

  • All screens and touch points to be sanitised regularly
  • Hand sanitiser will be available in public areas or at the reception desk (at properties with reception or arrival desks) for guests to use
  • There will be minimal touch/contact between staff and guests

Check-in process:

  • As most of our properties are contactless we endeavour to process guest id prior to check in to facilitate this.
  • Hand sanitiser will be available in public areas or at the reception desk (at properties with reception or arrival desks) for guests to use
  • There will be minimal touch/contact between staff and guests

Check-out process:

  • Guests are to leave their room key in the room or in a drop box if available
  • Guests will be emailed receipts/invoices rather than be provided a printed copy
  • If a guest needs to sign a receipt or invoice, pens will be sanitized after each use

Elevator Etiquette

  • It is recommended that only one staff member or guest/ bubble occupy the elevator at any one time
  • Rails and buttons to be cleaned hourly

Room:

  • Touchpoints within guest rooms to be fully sanitised after each guest departs, including but not limited to:
    • Room: light switches, power points, door handles, fridge/minibar frontages, remote control, air conditioning controls, lamps & curtain pulls
    • Bathroom: Walls and floor, around basin taps and shower rose, shower door handle (if applicable), hairdryer handle
  • Shower curtains and bath mats (where applicable) to be replaced between guests.
  • Top two layers of tissues, and first 10 sheets of toilet paper to be removed and disposed of between each guest
  • Toilet brushes will be sanitised between each guest
  • The repeated use of collateral in the room (e.g. guest compendium, room service menu etc.) has been minimised
  • Guests will find our brochure for all hotel/motel properties in each room which will be sanitised after departure
  • Guests staying more than one night will be asked if they would like their room serviced daily

What are you doing to help stop the spread of COVID-19?

At U Hotel Group we are doing all we can to ensure that your stay is safe, comfortable and most importantly clean and hygienic.  We would like to assure all our guests that we are doing everything to ensure our hotel guests, staff and suppliers are looked after and the steps we are taking.

Hygiene is our top priority & the below are some of our commitments to U:

  1. Monitoring the health of all our staff ensuring they are in the best shape.
  2. Rigorous cleaning and sanitisation of guest rooms.
  3. Providing hand sanitisers in all public areas for staff and guest use
  4. Actively disinfecting our lifts, door handles and other high touch point areas
  5. Provision of medical masks and gloves for our guests and employees upon request, subject to availability.
  6. Regular training of our employees ensuring proper hand hygiene and awareness of COVID-19. This is vital to help combat the spread of viruses and the health of our employees and guests.
  7. Thermometers available at the property to conduct temperature checks of our guests and employees upon request, in certain jurisdictions and subject to availability.

We care for our guests and employees by introducing additional measures to safeguard their wellbeing. Our employees are constantly briefed on the guidelines provided by the World Health Organization and local health authorities. They are ready to render assistance to any guest that may feel unwell.

What is your Cancellation Policy over Covid Alert Levels?

During COVID alert levels our fully Flexible Cancellation Policy may be shortened to 6pm on the day of arrival, which means you will be able to cancel without penalty until 6pm 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.

Is the Reception desk open 24 Hours?

Our staff are available from 9am to 3pm daily and outside of these hours we are available via call or email.  If you are arriving after 3pm or have any questions don’t worry, we have a contact service via phone and messaging service which will operate throughout so yes . . . it’s available for 24 hours but only slightly differently 

 

If there is no one based at the property what security systems do you have in place?

We are big on security and privacy and have listened to U and your needs when it comes to contactless check-in and check-out, which has resulted in automated service offerings. No reception means no need for additional staff, but still offering 24/7 assistance via our messaging service and contact number along with external, entrance way and hallway security cameras to ensure peace of mind throughout your stay.  Access to rooms and the villa are via a keypad lock which uses a unique code and this information is sent to you on the day of your arrival.

 

What time is Check out and what time can we check in from?

Check in from 2pm and Check Out is at 10am. We are happy to offer a complimentary late check out up to 12pm if the room is available and charges may apply for requests after 12pm.

 

Do you store luggage until Check-in and after Check-out time?

Yes we have a store room at the facility to store bags and this can be booked on a first come first served basis.

 

Do you accommodate Late Check-out?

We do accommodate late check-out, but it is based upon availability, just contact us and we will do all we can to assist you.

 

If we are staying for more than 1 night do you service rooms?

We do not provide housekeeping service during your stay unless this is requested.  Charges may apply.

 

Can anyone use the kitchen and communal areas?

Yes, all registered guests are welcome to use our kitchen, dining area and laundry during your stay.  We ask that you clean up after yourself when you have used kitchen crockery/utensils as a courtesy to other guests.  We provide cleaning soaps and materials for your convenience.

 

Where are you located?

We are located at 89 Haven Road within walking distance to the city shopping and supermarkets. We are a historical villa which we have converted to short-term accommodation and some rooms are accessible via 1 flight of stairs.  There is no elevator access to these rooms located on the 1st level of the villa.

 

What makes the location so good?

Everything on your doorstep! U Boutique on Haven – Nelson is located on 89 Haven Road which is next to Big Save Furniture and diagonally opposite to the Warehouse and Countdown Supermarkets.  We are a short 5 minute stroll away from the city centre and a short 5 minute drive to the Tahunanui Beaches and the Airport.  Supermarkets, cafes, restaurants, bars, banks and retail are just a 5 minute walk away from the property and still just only minutes away from the best beaches if you need to get into away to relax.

 

Do you provide parking?

We do have 4 onsite carparks available on a fist come first served basis. There are on-street carparks available directly outside the property which are complimentary.

 

 

  • Services & Amenities

U Boutique on Haven offers complimentary internet wi-fi access throughout the villa and features a Flat screen 40-inch TV with streaming services

  • Coffee and tea amenities are provided in the kitchen located on the ground floor
  • Free Wi-fi
  • Iron and Ironing board available
  • Cot available on request – complimentary
  • Extra bed available in certain room types only at a charge of $35 per night
  • Extra heater and fans