POLICIES

RESERVATIONS

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RATES

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

SURCHARGES

A credit card surcharge of 2% for Visa and Mastercard, and 4% for AMEX will apply to all payments made by the hotel.

CANCELLATION POLICY

We require minimum of 48 hours’ notice prior to the date of arrival for all cancellations or amendments to accommodation reservations.

Any change to the arrival date, departure date or room type of this reservation is subject to the hotels availability at the time the change is requested and may result in a possible rate change or an additional fee.

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 cancelled by the guest via this agent before is able to formally cancel the booking.

U Hotel Group Hotels will operate within the Consumer Guarantees Act & Fair-Trading Act.

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 most welcome at U Suites Kilbirnie and your stay is free if using existing bedding. The use of baby cot is Free of Charge but is subject to availability.

If you require the sofa bed made up, this is charged $35 each per night. Should the sofa bed not be able to be made up we will place arollaway bed in your apartment.

PETS

Assistance dogs, such as guide dogs, hearing dogs, and dogs for those who are disabled, are permitted. Please note that the hotel does not have an elevator and all accommodations are accessed via a staircase.

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.

 

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’ behaviour. 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.

 

ARRIVAL & DEPARTURE

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CHECK-IN

Check-in is from 3pm.

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

We may 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 travel agents and OTA websites.

 

LATE ARRIVALS

We request that guests advise us of ETA prior to date of arrival.  We will send you details of access into your apartment prior to your arrival as the apartments are not staffed 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 Hotel 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 Hotel is not obliged to keep the room/apartment available after this time.

If remaining nights are required by the guest, the guest must notify the Hotel before 09.00 NZT and request that the Hotel 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 11am. 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 two non-guest visitors allowed access to the building per room/apartment unless otherwise pre-authorised with management. These visitors must be signed out by 10pm in compliance with our Fire and Egress process.

If U Suites Kilbirnie guests wish to add extra people to their room occupancy this must be pre-arranged with the front desk team and must not exceed the capacity of their room/apartment.

 

YOUR STAY

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SMOKING

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

FIRE ALARM CHARGES

Our fire alarms are 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 the fire service call out charge (NZ$1200). 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 hotel, U Suites Kilbirnie 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 hotel 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 hotel, removes hotel 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 hotel.

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 property, handling fees.

Refuse future reservations from you and/or refuse you entry or accommodation at any of our hotels.

We will not be liable for any refund or compensation in such circumstances.

LOST PROPERTY

Belongings that are left at U Suites Kilbirnie 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.