Frequently
Asked Questions
Where are you located?
We are located on Hotel Access Road, Waitomo, New Zealand.
What is your cancellation policy?
If your booking was made directly with the property (including bookings made by phone/email and on our website, unless marked as non-refundable), a 10% administration fee (minimum $20) applies if you cancel at least 72hrs prior to your arrival date; if you cancel less than 72hrs prior to arrival or do not arrive for your booking, a 100% cancellation fee applies.
Group booking cancellations must be received no less than 7 days prior to arrival for a full refund of the deposit. Cancellations that are received 7 days or less will incur a charge for the first night on all accommodation booked. Cancellations received 2 days or less or no shows will incur a charge for all accommodation booked.
If you do need to cancel, please email [email protected] with details of your booking, and we can get that sorted for you.
How do I make changes to my booking?
To make a change to your booking, please contact our friendly staff on 07 878 3395 or email [email protected] and they will be able to help you.
What are your reception hours?
Our reception is open from 8 am to 6 pm daily. Ice creams and healthy bars are available for purchase.
What time can I check in?
Check-in is from 2 pm. If you would like to check in earlier than 2 pm, please give our friendly team a call to arrange on 07 878 3395
Our office is open until 6 pm daily. If you will be checking in later than 6 pm, please give us a call to organise key pick-up.
What time is check out?
Check out is 10 am. Late check-outs are subject to availability and can only be confirmed on arrival.
Do you take group bookings?
Our team is experienced in group bookings and will work with you to find the best accommodation options for your group.
Can I book now and pay on arrival?
We require full prepayment for all online bookings. However, for direct bookings we can work with you for alternatives.
Do you allow pets?
We do not allow pets on the property.
Does my room come with bedding and towels?
Our rooms come with all bedding and towels. Further bed linen or towels can be hired from Reception.
Is there parking available?
Every room has a parking space for one vehicle at no extra charge. If you have a particularly large vehicle, trailer, or multiple vehicles, it helps to let us know in advance.
Can I request a specific room number?
We would love to know your preferences and requirements, but we cannot guarantee specific room numbers.