Policies
RESERVATIONS
RATES
All rates displayed are in NZ dollars and are inclusive of taxes.
HOTEL BUSINESS OWNERSHIP ENTITY
U Residence Hotel is owned and operated by the U Hotel Group which is a New Zealand owned company.
SURCHARGES
A credit card surcharge of 2% for Visa and Mastercard will 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, or Ctrip must be canceled by the guest via this agent before U Suites is able to formally cancel the booking.
Please note that during 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 canceled 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 an 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.
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 most welcome at U Hotel Group Properties and your stay is free if using existing bedding. The use of a baby cot is Free of Charge but is subject to availability.
If you require a roll-away bed, this is charged $35 per night per roll-away 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.
We do not allow pets in any of our Apartments and Residences. We however accept pets in some of our Hotels and Motels. Please inquire with us at [email protected]
PARKING
Parking is generally available in most of our Hotels and Motels and in some U Suites properties (charges may apply). For eg., U Suites Kilbirnie does not have allocated car parking but there are free car parks in the vicinity. Please contact us at [email protected] for more information and assistance with parking.
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 legally 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 our Hotels and Motels and from 3 pm for our Apartments and Residences (U Suites).
Early check-in is subject to availability on the day of arrival.
We require valid photo identification on check-in in the form of a Driver’s License or Passport and evidence of your booking reference for bookings made via travel agents and OTA websites.
LATE ARRIVALS
We request that guests advise us of late arrival plans (arrival times after 19.00 NZT) prior to the date of arrival. In these instances, directions on how to obtain the room key will be informed by the U Suites Team.
NO SHOW
In the event that the (a) guest does not arrive for their booking, the booking will be canceled in its entirety at 09.00 NZT on the morning after the reservations set arrival date. U Hotel Group is not obliged to keep the room/apartment available after this time.
If the guest requires remaining nights, the guest must notify U Hotel Group 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 10 am. We request that guests fully vacate the room/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 that the visitor incurs.
There is a maximum of two non-guest visitors allowed access to the building per room/apartment unless otherwise pre-authorized by management. These visitors must be signed out by 10 pm in compliance with our Fire and Egress process.
If U Hotel Group 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 room/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 automatically connected to the fire service in many of our properties. 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 the fire service call out charge (NZ$1200). Any guest suspected or caught altering smoke detectors or sprinklers will be asked to leave the property immediately without a refund.
SOCIAL CODE
For a stress-free stay for all our guests in the hotel, U Hotel Group requests that you be mindful of other guests trying to rest. After 10 pm 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. We have the right to ask guests to leave, without a 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 hotel/motel/apartment/residence, removes 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 property.
Retain all sums paid by you and/or charge you the full amount of your reservation.
Charge for any damage, loss of revenue, missing hotel, motel, apartment, or residence, and handling fees.
Refuse future reservations from you and/or refuse your entry or accommodation at any of our hotels/motels/apartments/residences.
We will not be liable for any refund or compensation in such circumstances.
LOST PROPERTY
Belongings that are left at any U Hotel Group property 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. Alternatively, lost property can be collected in person by mutual agreement.
DISPUTES PROCEDURE
Where a guest feels that we have not responded adequately to an inquiry, 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, libelous, 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 a 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 is not recorded.
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 OF INFORMATION – WEBSITE USE
We use Seekom’s iBex platform in order to manage reservations and your personal data in a secure way. Seekom is a technology service to help us manage our business and is committed to improving the user experience for our customers (yes that’s you!). iBex stores your personal data which may include name, email address, home address, phone number, and reservation details. For further details, please see Seekom’s privacy policy.
Additionally iBex utilises Hotjar in order to better understand our online users’ needs and to optimize this service and experience. Hotjar uses cookies and other technologies to collect data on our online visitors behavior. This may include device type, screen size IP address (captured and stored only in anonymized form), , browser information, geographic location (country only), preferred language used to display our website). Hotjar stores this information in a pseudonymized user profile. Neither Seekom, Hotjar nor we will ever use this information to identify individual users or to match it with further data on an individual user. For further details, please see Hotjar’s privacy policy.
You can opt-out of the creation of a user profile, storing of data about your usage of our site and Hotjar’s use of tracking cookies on other websites by following this opt-out link.