BOOKING TERMS AND CONDITIONS

Mainstay International Hotels, Mainstay Hotels Australia
& Mainstay New Zealand Hotels

The rates on the Mainstay Hotels website are only available by booking through this website.

You must be at least 18yrs of age to book hotels on the Mainstay Hotels website.

Mainstay Hotels reserves the right to change information published on its website at any time.

Mainstay Hotels does not accept any liability for unavailability of rooms caused by the hotel over-selling the hotels own room inventory.

All requests made by clients are forwarded to the hotel and are subject to availability and cannot be guaranteed by Mainstay Hotels, this includes the bedding configuration of the hotel room.

CREDIT CARD INFORMATION – A valid credit card must be submitted to make all bookings.  This credit card will be used via a secure site to debit the total cost of the accommodation confirmed.  Once your credit card has been processed, we will email your Confirmation Voucher to you, which MUST BE retained for check-in purposes.

For all accommodation in New Zealand your credit card will be charged in New Zealand Dollars.  For all accommodation in Australia your credit card will be charged in Australian Dollars.  The cost of your booking is converted using our bank’s exchange rates on the day of the transaction.

All clients will be required to provide a credit card at hotel check-in to cover incidental charges.  You may also be required to present photo ID on arrival at the hotel.

CANCELLATIONS – A cancellation charge will apply for all bookings after the confirmation has been issued.  The cancellation fee will vary according to the check in date.  Cancellation fees will be charged in New Zealand dollars for all accommodation in New Zealand and in Australian dollars for all accommodation in Australia.

When a booking is cancelled within 2 days of the check in date or less, a cancellation fee equal to the first nights accommodation will apply.  The same will apply if the client does not show up at a property.

When a booking is cancelled anytime up to 2 days prior to the check in date a cancellation fee of $25.00 will be charged.

All cancellations must be made in writing by emailing us on res@mainstayhotels.com or by faxing us on +64-3-358-5012.

We require your Booking ID, and your Name & Surname used in the booking.  A cancellation must be confirmed back to you by one of our consultants.  If you have not received a confirmation of the cancellation within 24hrs of submission, it means that we have not received it and you must resubmit it.

AMENDMENTS – An amendment charge may apply in all bookings after the confirmation has been issued.  If you would like to extend the length of your stay or the number of rooms on a particular property then no extra charges will apply.  If you would like to decrease the length of your stay or the number of rooms on a particular property then a fee of $25.00 will apply if outside of 2 days prior to check-in.  If within 2 days to check-in the first nights accommodation may be charged.  Should you require a change to a booking from one property to another you will not be charged an amendment fee but you will be charged a cancellation fee on the property that you are cancelling (please see cancellation policy for this).

All amendments must be made in writing by emailing us on res@mainstayhotels.com or by faxing us on +64-3-358-5012.

We require your Booking ID, and your Name & Surname used in the booking.  An amendment must be confirmed back to you by one of our consultants.  If you have not received a confirmation of the amendment within 24hrs of submission, it means that we have not received it and you must resubmit it.

CHILD POLICY - Children up to 12 years old sharing a room with an adult, using existing bedding and not requiring a rollaway bed, will be accommodated free of charge. In any circumstances where a rollaway bed is required, the extra person rate will apply.  Cots are available at the same cost as an extra person charge.

COMMISSION - All bookings made through the Mainstay Hotels Australia or Mainstay New Zealand Hotel sites are at nett rates and are non-commissionable.

RELOCATION POLICY - If, for any reason, the Hotel is unable to provide all or part of the accommodation reserved, it will immediately contact the Operator/Client and undertake every effort to secure comparable alternative accommodation. The Hotel will be responsible for any additional costs of accommodation exceeding those quoted by the Hotel and for any additional transport costs.

COMPLAINTS
In the event of a problem or complaint on arrival to a Mainstay property the client must contact the Mainstay Hotels office to advise.  Mainstay Hotels will endeavour to rectify the situation for a mutual acceptance by all parties.  For any complaints after the stay the client must notify Mainstay Hotels in writing within 7 days of the end of service provided.  All care will be given to satisfy all parties involved to a resolution.