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 sanitizers 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.

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 Residences are open 24 hours and due to changes in operations made due to COVID-19 we have automated our check-in with codes for entry and information in rooms to ensure an comfortable stay.

As such we will not have a ‘reception’ service that is manned but we are available 24 hours by contacting the given 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.

What time is check out and when can we check in from?

Check in is from 3pm and Check Out is at 11am. 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.

Is the Reception desk open 24 Hours?

Our U Suites Apartments are host serviced apartments and arrival information for keys and stay communications will be emailed and communicated to you in advance.  We are available to help you settle in and will give you all the relevant information to make sure your stay is comfortable.

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

Luggage can be stored at U Residence Hotel located at 4/181 Wakefield Street which is a 5 minute walk away.  Please let us know if you require this service

Do you service the rooms daily? 

No we do not service the room on a daily basis but we are happy to arrange for a clean should you require one during your stay.  Charges will apply.

Where are you located?

U Suites on Courtenay is located on the corner of Courtenay Place and Tory Street at the Maison Cabriolet Apartments @ 60 Courtenay Place, Te Aro Wellington. The entrance to the apartments is on Tory Street (green gate) next to the garage entrance.

What makes the location so good?

Both U Suites on Courtenay and U Suites on Manners location is without a doubt one of its best selling points. Being close to all the action of Cuba St and Courtenay Place and right in the heart of the entertainment districts, is something that many of our guests appreciate. The close proximity to the waterfront, nightlife and shopping precincts makes the a very 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?

U Suites on Courtenay has 1 secure covered car-park per apartment – Charge of $35 per day applies and subject to availability. Please note that there is a  height restriction of 1.85m within the car-park

U Suites on Manners does not have car-parks as there are car park options in the vicinity. 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 contact us and we will be happy to direct you to the car-parks close to the apartments.  Charges will apply.

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 touch points. 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.