U Residence Hotel Wellington

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 are 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.

Is the Reception desk open 24 Hours?

Our hotels are open 24 hours and due to changes in operations made due to COVID-19 we have automated our after-hours check-in with codes for entry, key retrieval and information in rooms to ensure a comfortable stay.

Reception Services – We are manned from 8 am to 6 pm, 7 days a week and we are available 24 hours by contacting the hotel telephone number should you require anything at all.  As we are based either within the property or in close proximity we will attend to any request immediately for any after-hours queries.

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.

What time can we check-in from?

Check-in from 2 pm and Check-Out is at 10 am. 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. Please let us know your Estimated Time of Arrival (ETA) so that we can prepare for your arrival. Your arrival and check-in instructions will be sent to you the night prior to your arrival or on the day of arrival.

We’ve booked a room with breakfast, where is the Café?

We do not have a Café at the hotel and we provide a Continental breakfast basket which will be delivered to your room the night prior so that you can enjoy your breakfast which includes cereal, fruit, juice, yoghurt, toast, milk and cookies at your leisure in the morning. If you haven’t booked our breakfast don’t despair, our breakfast is available for $20 per person so just talk to us when you get in!

 

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

Yes, we do.

 

Do you accommodate Late Check-out?

We do accommodate late check-out but it is based upon availability, just ask the Manager and we will endeavour to assist you.

 

Where are you located?

We are located on the 4th floor of 181 Wakefield Street which is right next to the Thrifty Car Rental building. Take the elevator up to the 4th floor and follow the instructions for access.

 

What makes the location so good?

U Residence Hotel’s location is without a doubt one of its best selling points. Being close to all the action (Courtenay Place, Waterfront, Cuba Street, theatres) but still nestled in a quiet street, is something that many of our guests appreciate. The close proximity to the waterfront, nightlife and shopping precincts makes it a popular choice.

 

Is there transportation available to/from the airport?

There are different modes of transport to/from the airport.  Ride-sharing vehicles, as well as shuttles and local taxis, are the most popular.  Prices may vary based on day and time of booking.

 

Does the hotel provide parking?

Wellington is a walking city with most attractions with easy walking distance so no need to bring the car but if you have to then no worries, we have 2 car-parks at the hotel that can be reserved for $35 per night.  Off-Street Carparks are available on Wakefield Street we will be happy to assist with queries. Please DO NOT leave any valuables in your vehicle.

 

 

How do we get to and from the airport/ferry terminal/railway station and how long does it take?

There are many transport options to get you to and from the main touchpoints. These include public busses, shuttles, taxis and ride-sharing facilities. Information on prices and services are easily available in the information counters in the respective building.  

 

What are U Residence Hotel’s green policies?

U Residence Hotel Wellington is very conscious of waste and recycles cardboard, glass and plastic materials wherever possible. We provide heated towel rails in the rooms to encourage guests to reuse towels and keep them warm and dry. We happily exchange towels that are left on the bathroom floor.

 

Services & Amenities


 

All amenities located on ground floor are suitable for wheel chair access. U Residence Hotel Wellington offers complimentary internet wi-fi access throughout the hotel and each room features a Flat screen 50 inch TV with over 50 channels and Smart TV options

  • Coffee and tea amenities are provided in all rooms
  • Free Wifi
  • Iron and Ironing board available in all rooms
  • Continental breakfast basket available
  • Walk to City and harbour area
  • Off-street carpark available
  • Baggage Storage
  • Daily Newspapers
  • In-room laundry
  • Cot available