Booking Terms & Conditions

Things to Note Before Booking

• This is a self-service accommodation- there are no staff on site, however, your hosts will be reachable via phone or email should you have any questions during your stay.

Crystal Waters

• Accessing the suites requires descending 50 steps, therefore our property may not be suitable for individuals with mobility restrictions or those who have difficulty navigating stairs. We want all our guests to have a comfortable and enjoyable experience, so please take this into account when making your booking.

• Our property is built on a hillside, providing stunning views and a unique experience. However, it is important to note that navigating the property requires a reasonable level of fitness. The terrain may include inclines and uneven surfaces, so guests should be prepared for physical activity during their stay.

• Please be aware that while our property offers a serene and picturesque setting, there is a road that runs between the lake and the bottom of the property. As a result, road noise may be audible within the suites at certain times. We strive to provide a peaceful atmosphere, but we want to ensure that you are aware of this potential inconvenience beforehand.

Redfern Retreat

• Accessing the suites requires ascending a few flights of stairs, therefore our property may not be suitable for individuals with mobility restrictions or those who have difficulty navigating stairs. We want all our guests to have a comfortable and enjoyable experience, so please take this into account when making your booking.

We appreciate your understanding and want to ensure that you have a full understanding of these factors before making your reservation. If you have any questions or concerns, please do not hesitate to reach out to our team.

1.   Definitions

1.1.   The Property- Crystal Waters, 11 Crystal Lane Fernhill Queenstown 9300 or Redfern Retreat 23A/B Redfern Terrace Arthurs Point

1.2. Us, we, our- Crystal Waters

1.3.   You- all future, current or past guests of Crystal Waters

1.4.   Extras- additional expenses such as mid-stay cleaning or extra linen

2.   Rates and Inclusions

2.1.   Rates are quoted in New Zealand dollars ($NZD) and are GST inclusive.

2.2.   Rates are charged on a per-night basis and include the cost of electricity, linen, heating, firewood for use of woodstove.

2.3.   Rates are subject to confirmation at the time of reservation and subject to all payments being paid upon booking.

2.4.   A 3% credit card surcharge will apply to all credit card payments. Direct payment to Crystal Water’s bank account is also available to New Zealand residents. If a bank transfer is preferred and confirmed, payment is required within the following 48 hours, otherwise, the reservation will be cancelled.

2.5.   Extras can be purchased at time of booking or during your stay. All accounts for Extras must be paid in full prior to departure.

2.6.   Check in is at 3pm and Check out is at 10am

2.7.   Inclusions. The following are included with your booking.

2.8.   The use of The Property facilities including Spa Pools

2.9.   One designated parking spot and use of the first come first serve parking.

2.10.  Wifi, TV

2.11.  Tea & Coffee

2.12.  Toiletries

2.13.  The suite is suitable for 4 people. A baby cot is available for use.

3.    Reservation & Cancellation Policy

3.1.   There is a two-night minimum stay for our suites, except where a single night is available between existing bookings and made available for booking.

3.2.   Booking Confirmation- in order to secure a reservation at The Property we must receive full payment at the time of booking.

3.3.   Cancellation- Your reservation is fully refundable if cancelled 60 days or more prior to arrival or within 48 hours of booking.

3.4 Group bookings (when more than one suite is booked) are not refundable.

3.5.   Your reservation cannot be transferred to another guest without prior approval and the booking dates may not be changed.

3.6.   You are obliged to pay the nightly rate even you your plans have changed and you are have not stayed in it.

3.7.   There is no refund if you vacate The Property early.

3.8.   In the case of a refund, credit card charges are not refundable.

3.9.   If you do not pay the full amount at booking, your reservation will not be confirmed, and we will be entitled to terminate the booking and retain any amounts paid to us.

4.    Force Majeure

4.1.  Neither host nor guest will be liable for any delay or failure in the reservation if it is caused by an event beyond its reasonable control (for example natural disasters), provided that the Host or Guest gives written notice of fact and circumstance. Their booking credit can be held for 12 months and applied toward a future stay. Refunds are not available and travel insurance claims are recommended.

5.    Right to Cancel Contract By Us

5.1.   We may cancel the Accommodation Contract under any of the following circumstances:

5.1.1.    The Guest is deemed to be likely to commit any act incompliant with laws or regulations or against the public order or morality, or is found to have committed such an act.

5.1.2.    The Guest has committed any act significantly inconvenient to other guests.

5.1.3.    The Guest is deemed to be acting or having acted in an unsociable manner including overindulgence in alcohol or use of prohibited drugs.

5.1.4.    Guests are welcome to have visitors to The Property, but no parties are allowed on the premises.

5.1.5.    The Guest does not observe Crystal Water’s House Rules, outlined in this contract.

5.2.   Non-availability of Accommodation

We would only cancel your stay if your accommodation was unavailable for reasons beyond our control. We would however attempt to offer you alternative accommodation. If this was not possible, or unacceptable to you, then we would refund all monies paid by you for the accommodation. Our liability would not extend beyond this refund.

6.    Housekeeping

6.1.   A single charge of $250 will be charged per stay.

6.2.   You are expected to leave The Property in a satisfactory state. Additional cleaning charges may be applied if necessary.

7.    Smoking & Drugs

7.1.   Smoking and vaping are prohibited on our property.

7.2.  If tobacco odor is noted on departure inspection, the guest is liable for any additional professional cleaning, de-fumigation and painting costs if required.

7.3.   The use of illegal substances or conduct of illegal activities at The Property is strictly prohibited and will be reported to the police and result in eviction.

8.    Pets

8.1.    No pets are allowed on The Property.

9.    Lost Property

9.1.   Return of lost property can be arranged at NZ$20 + the cost of postage.

10. Use of The Property

10.1.  The Property is a private residence. Please be mindful of other guests and surrounding property owners during your stay. Quiet hours are to be observed between 10pm and 9am.

10.2.  Use of extra facilities at The Property, including, but not limited to the spa pools is entirely at your own risk.

10.3.  Public access to The Property is prohibited at all times, guests are welcome to have visitors however, in doing so they will assume liability for their conduct, behavior and any damage they cause.

10.4.  We respect our guest’s privacy during their stay, however, if the host requires, they can inspect The Property at any time with a minimum of two hours’ notice. Such notice may be provided by phone message.

10.5.  When staying at The Property, the use of The Property for a function, party, or any other form of event is strictly prohibited, unless arranged prior.

10.6.  Parking spaces are allocated for each suite. There is unassigned overflow parking available on a first come first serve basis. You are not permitted to park in a space assigned to another suite.

11. Your Responsibilites

11.1.  You may not accommodate more than the maximum number of occupants as stated when booking.

11.2.  You are responsible for the cost of repairing or replacing any damaged or missing furniture, fixtures and fittings that occur during your stay.

11.3.  You must take reasonable care of your own health and safety and make sure that you behave in a safe manner at all times. You agree to observe any health and safety notices on The Property and must ensure that your acts do not endanger the health and safety of others.

12. Departure

12.1.  You shall vacate The Property no later than the required departure time. Departure time is 10am, unless otherwise agreed.

12.2.  Late check-out is subject to availability and could incur additional charges.

12.3.  If Extras have been purchased during your stay, accounts must be settled in full prior to departure.

13.  Insurance/ Liability

13.1.  Your personal effects are not insured by us. You are responsible for all personal items you bring to The Property and for any loss or damage to such items. If you choose to store your luggage in the ski locker prior to check-in or after check-out, this is entirely at your own risk and we take no responsibility or liability for any loss or damage.

13.2.  All facilities and any activities you participate in will be at your own risk. We do not accept any responsibility for injury or loss suffered.

13.3. Children under the age of 10 must be supervised at all times by a parent or responsible adult.

14. Disputes

14.1. If a dispute arises between you and us, we will use all reasonable endeavors to obtain a resolution of the dispute by discussion between concerned parties. If that process does not result in a resolution of the dispute, then the dispute may be referred by any of the parties to the New Zealand Disputes Tribunal. A dispute does not excuse any party from performing its obligations under these Terms and Conditions.

15. Privacy & Website Policy

15.1.  We respect your privacy. Any information collected will not be viewed or sold to anyone and will be used only by us to manage your experience as a guest of The Property.