BOOK TWIZEL LTD RENTAL TERMS AND CONDITIONS
BOOK TWIZEL LTD RENTAL TERMS AND CONDITIONS.
All guests agree to be bound by this Book Twizel Ltd Rental Agreement with its Terms, Conditions and Policies listed herein. By paying a deposit, accommodation charges and/or security bond, either directly to Book Twizel or through a booking agent; the Lead Guest is aware of and accepts this Agreement.
1. BOOKINGS AND PAYMENTS
1.1.
All Book Twizel bookings are secured by way of email confirmation from Book Twizel to you/the guest. A booking is deemed to be confirmed and a property secured once the deposit is paid and a valid credit card number is received.
1.2.
All credit card details held on file against a booking must be entered by the Lead Guest into Book Twizel's reservation system/secure merchant services vault via a secure email link provided by Book Twizel Reservations. If credit card details are not entered by the Lead Guest via this secure link Book Twizel reserves the right to cancel your booking prior to check-in time or within 48hours of the emailed booking confirmation, whichever is sooner. Note: this link is generated by Book Twizel and is not the same as that generated by an online third-party booking platform eg Booking.com or Expedia etc. If you have already entered your credit card details via one of these platforms, Book Twizel may still require you to re-enter your details using our link as well as provide photo ID in the name of the lead guest and the card holder, you may also be asked to produce the card and corresponding photo ID at the time of check-in (to verify the card belongs in fact to a person staying). This is to protect us, Book Twizel, and our Property Owners in the event of credit card fraud.
1.3.
Total payment of the booking is made across two payments:
1.3.1. Payment One - A deposit of 25% of your accommodation cost is required to confirm your booking and secure the property. If booking online; this will be automatically charged to your credit/debit card at the time of booking.
1.3.2. Payment Two - The remaining 75% is due 30 days prior to your arrival date and will automatically be charged to the card used at the time of booking. Please note: Credit card data is held in a secure and encrypted environment.
1.4.
Bookings made within 30 days of your arrival: 100% of your accommodation cost will be charged at the time of booking (this may be processed in two payments).
1.5.
Payment Methods: Book Twizel accepts New Zealand bank transfers and VISA & MASTERCARD card payments. 1.5.1. All bank transfer fees must be paid by the payer into:
Account Name: Book Twizel Ltd
Bank Name: Westpac
BSB Code/ Bank Account Number: 03-1592-0471889-000
Bank transfers requires your Book Twizel Reservation ID number is entered as a reference in the particulars of your transaction/s in order to match payment.
1.5.2. All card transactions incur an additional non-refundable administration fee of 3%.
1.6.
Payment Two - Alternate Payment Method: If you prefer to pay via bank transfer into our NZ bank account please advise us in the SPECIAL REQUIREMENTS or COMMENTS field in the online booking form and we will email you our bank details. All bank transfer fees must be paid by the payer, including international landing fees or cash handling charges. Any shortfall in bank transfer payments will be charged to your credit card.
1.7.
Amendments to the booking will be managed In Payment Two along with any add-ons like baby equipment hire, roll-away bed etc. Visa & MasterCard transactions incur an additional administration fee of 3%. This are accepted.
1.8.
Non-payment or issues with credit cards: Occasionally there may be an issue with a credit card. Should this occur, a replacement credit card is required to be supplied via Book Twizel's direct and secure email link and monies due must be immediately paid. Failure to do so may result in immediate cancellation of the booking, with no refund given.
2. AMENDMENTS & CANCELLATION
2.1.
As all Book Twizel properties are privately and individually owned, late cancellations have a significant impact. We require a current credit card with expiry date and CCV number to confirm a booking. Full payment of the booked accommodation and services is required 30 days prior to arrival.
2.2.
All cancellation and/or amendment requests must be received in writing via email. Book Twizel will acknowledge and confirm receipt of all amendments and cancellations by return email.
2.3.
Cancellations: means the cancellation of all or any number of nights confirmed ie it may be the entire booking or it may be some of the nights/part of the total nights booked. A request to decrease the number of nights of stay is considered a cancellation of those nights now not staying ie if booked for 8 nights and you wish to cancel 3 of those nights to now only stay 5 nights - the 3 nights "not stayed" are considered a cancellation.
2.4.
Any refunds due for bookings cancelled more than 30 days before the booking commences will only be refunded to the credit card used to pay the deposit or alternatively, by bank bank transfer
Example A:
Booking confirmed: 4 nights @ NZD500 per night = NZD2000
Deposit received: 25% of accommodation costs = NZD500 charged to credit card
Cancelled: 40 days prior to check in
Cancellation Fee: Zero
Refund: Deposit = NZD500
Example B:
Booking confirmed: 4 nights @ NZD500 per night = NZD2000
Payment received: 100% of accommodation costs = NZD2000
Cancelled: 20 days prior to check in
Refund: Zero
2.5.
If a reservation is cancelled within 30 days of check-in, the full booking tariff will be incurred, and no refund issued. Any unused nights are considered a no-show or a last-minute cancellation and are non-refundable. No refunds will be given if a guest vacates the property early.
2.6.
Cancellations and written refund applications received from the lead guest may be considered on occasion. Book Twizel, at its sole discretion, may agree to a partial or whole refund on compassionate grounds (e.g. family bereavement). Please do not be offended if Book Twizel requests proof of the reason for cancellation.
2.7. Failure to receive relevant VISAS to travel to and stay in New Zealand will not be considered viable reason for refund.
2.8.
Amendments: Should you wish to amend your booking; please contact us as soon as possible, in writing, so we may accommodate your request. Changes are at Book Twizel's discretion and due to availability, time of year and/or property owner requests/specifications may not always be possible. Book Twizel reserves the right to charge an administration fee of NZD75-NZD250+GST to amend an existing booking.
2.9.
Amendments must be received in writing 30 days prior to the original check-in dates and means: a change of check-in date (must be completed within one year of the original booking's check-in date), a change to the number of guests, the addition/cancellation of extras in the way of baby gear or guest services or housekeeping requirements or a change in the bed configuration selected at the time of confirmation.
2.10. A guest may transfer and amend booking dates subject to the following conditions:
2.10.1 We receive the request in writing and more than 30 days prior to check-in;
2.10.2 You pay any/the balance owing on the originally booking prior to the booking being amended;
2.10.3 Book Twizel cannot guarantee availability for your alternative requested dates;
2.10.4 Book Twizel cannot guarantee the same overnight rate for your alternative requested dates of stay;
2.10.5 If the new booking value is of a higher value to the original booking you will be required to pay the difference at the time the balance of payment would normally be due ie 30 days prior to the new check-in date;
2.10.6 If the new booking value is less than the original booking, no refund will be given;
2.10.7 Any amount previously paid towards the original booking will be credited against the new booking;
2.10.8 New dates must be notified, and availability and rates confirmed at the time of transfer;
2.10.9 A change of date is only permitted once, thereafter if you require dates to be changed, the request will be treated as a cancellation.
2.10.10 No change or transfer to the booked property is valid.
2.11.
If a request to change the date of check-in is received within 30 days of the booking's check-in date, this will be considered a cancellation and treatment of this amendment/cancellation is at Book Twizel's sole discretion and may depend on time of year; seasonality; availability; reason for the amendment etc.
2.12.
Cancellation of Extras: These may be refunded if the following conditions are met: 2.12.1 cancelled more than 24hours prior to check-in or to when the service/extra is required;
2.12.1 no costs have been incurred by Book Twizel. Book Twizel expects to recover all/any costs incurred on your behalf.
3. UNFORESEEN CIRCUMSTANCES, FORCE MAJEURE, ISSUES BEYOND Book Twizel'S CONTROL Book Twizel, at its discretion, may choose to relocate guests to an alternative property, or cancel any booking in the event of Force Majeure, if the property has become unsafe for any reason or any other unforeseen circumstance beyond Book Twizel's control. Book Twizel will not be liable for any loss or damage sustained by the guest due to any of these situations or from such relocation or cancellation.
4. SECURITY BOND, INCIDENTAL CHARGES & DAMAGE
4.1.
Incidental & Additional Charges: All bookings require valid Lead Guest credit card details to be held on file in case of any incidentals, damage caused and/or failure of the guests to perform all obligations set out in Book Twizel's Terms & Conditions, and general policies herein or in its properties' Compendium. These charges may include but are not limited to: property servicing, additional cleaning fees or removal of excessive rubbish, penalty fine for strong odours (cooking and or smoking) found in the property, excessive noise created or disruption caused to other surrounding residents, penalty fines for breaking any local laws, regulations & restrictions. Any additional charges must be settled immediately.
4.2.
Standard Security Bond: All bookings require a bond by way of a "Credit Card Pre-Authorisation" to cover any damage caused to the property. Book Twizel reserves the right place the bond pre-authorisation on your/Lead Guest's credit card on the day of check in.
4.3.
If required access will not be given to the property until the bond pre-authorisation is in place and the appropriate credit is held successfully. The amount held against your credit card's available limit will be released back onto the card when an exit inspection has been completed to confirm that there are no missing items and that there is no excessive cleaning required, sorting of chattels etc. between properties (in cases of multi-apartment or house rentals), excessive rubbish to be removed or any damage to the property.
4.4.
Should the cost for any required reparations exceed the bond amount held, Book Twizel reserves the right to immediately charge any card supplied/on file and relevant to the booking. The Lead Guest authorises Book Twizel after the post stay inspection; to debit their credit card with any associated costs required to make good the property and return it to the same condition it was in when guests checked in.
4.5.
The pre-authorisation is not a charge or transaction against your card and does not incur any additional fees, however, should your card be charged for any damage etc. the standard 3% bank fee reimbursement charge for all credit card transactions applies.
4.6.
The Security Bond will only be released after a full post-stay inspection is conducted to confirm there has been no damage to the property, no missing items and no excessive cleaning and/or rubbish removal is required.
4.7.
Non-standard Security Bond: On occasion Book Twizel may require a higher than usual bond be held. This may be due to a property being used as a venue for a function or event or for groups larger than the normal occupancy limits or film job. This will be explained and notified at the time the relevant booking is made.
5. GUEST TRAVEL INSURANCE & LIABILITY
5.1.
Book Twizel.com Ltd. highly recommends guests carry Travel Insurance to protect against unforeseen and unexpected changes to travel plans which may cause booking cancellation and/or amendments and to protect the Lead Guest against any charges and costs associated with any damage done to and/or any breakages suffered to the property. Book Twizel will make every effort to provide you with any documentation required for a travel insurance claim.
5.2.
Guests' personal effects, vehicles and/or vehicle contents and not covered under Book Twizel or the Property Owner's insurance, and guests solely responsible for these and as such must carry their own insurance to cover these. Book Twizel and the Property Owner accepts no responsibility for loss or damage to guests' or any visitor's personal effects, vehicles and/or vehicle contents arising out of or in connection with the use of the property.
5.3.
Book Twizel accepts no liability for any left behind items. Book Twizel will not collect, keep or return any underwear, soiled or dirty clothes/items, soiled/dirty children toys/blankets/clothes/equipment, food, toiletries, cosmetics, perfume or alcohol left behind upon your departure.
6. ACCESS TO THE PROPERTY WHILE GUESTS ARE IN RESIDENCE
6.1.
Any Book Twizel representative may enter the property at any time. We will make every effort to advise you (via email and/or phone), with as much notice as possible, of any planned visit.
6.2.
Should a contractor, serviceman or technician be required to access your property to make repairs, read meters or conduct urgent maintenance and/or Health and Safety checks while you are in residence; you must allow such persons i.e. Book Twizel or local government contractors access. Book Twizel will make every effort to advise you (via email and/or phone), with as much notice as possible, of any such planned visit/s.
7. GUEST ARRIVAL & CHECK IN
7.1.
Book Twizel is not based at the property and the property does not have an onsite "Reception" so the following have been put in place for guests' seamless and easy self-check-in (and check-out):
7.2.
A pre-arrival email with directions, your house, instructions on how to access your property and its WiFi access details will be emailed directly to the Lead Guest approximately 5-7 days prior to your check-in date. If your booking has been made and confirmed within 5-7 days of check-in, your pre-arrival email will be sent as soon as the booking has been paid in full.
7.3.
Guests may check-in at any time from 3pm onwards.
7.4.
Early Check-In: Check-in earlier than 3pm may be available by prior arrangement, please enquire. Any early check-in requests cannot be guaranteed and Book Twizel.com reserves the right to charge an additional fee. Guideline costs are: 50% of nightly rate if checking-in earlier than 12.00 noon and NZD150 if checking-in between 12.00 and 15.00.
8. GUEST CHECK-OUT & DEPARTURE
8.1. Book Twizel properties' standard check-out is 10am and guests may depart at any time prior to 10am.
8.2. Before leaving we ask that you:
8.2.1. Notify Book Twizel of any breakages or damage done to the property or its furniture or chattels;
8.2.2. Stack and turn the dishwasher on;
8.2.3. Clear the washing machine and dryer of any personal items and ensure they are empty;
8.2.4. Ensure all furniture is in its original position;
8.2.5. Place rubbish in the appropriate bins provided;
8.2.6. Emptied the safety deposit box (if your property has one) and ensure it is unlocked and open;
8.2.7. Turn off all heaters, gas fire, lights, hairdryers and electric blankets;
8.2.8. Logout of any TV channel Apps e.g. Netflix;
8.2.9. Any keys, remote controls, garage door openers are all returned to where they were when you arrived;
8.2.10. Lock all doors, close all windows.
8.3. Standard cleaning upon your departure is included in your booking. However, the Lead Guest is responsible for ensuring the property is left in the same neat and tidy condition it was in when you arrived - this includes washing up, BBQ cleaned (if your property has a BBQ) & rubbish placed in appropriate bins.
8.4.
Should an excessively littered or dirty property result in extended housekeeping hours required to service and prepare the property for the next guests; Book Twizel.com, at its sole discretion, reserves the right to charge extra time at NZD50+GST per hour. Should it be necessary to clean carpets, fumigate, remove stains, repaint, repair finishes, or replace furnishings, textiles, BBQ or home wares, or remove excess rubbish; you will be charged for any Book Twizel staff's or any commercial or professional contractor's travel, labour, materials, and merchandise, plus an administration fee of minimum 1 hour @ NZD50+GST. These costs will either be deducted from the security bond held against the Lead Guest's credit card or in the event the transaction is declined, to any credit card held on file in reference to your booking.
8.5.
Unauthorised late departure: Failure to depart the property without prior arrangement with Book Twizel Reservations, may incur additional charges. These may include additional staff or cleaning costs including waiting time and will be deducted from the security bond held against the Lead Guest's credit card or debited to any credit card held on file in reference to your booking.
8.6.
Authorised late check-out: If you are unable to leave by 10am or wish to request a late check out, it is essential to contact Book Twizel Reservations 48 hours prior to your departure time. We will do our best to accommodate your request, however, as we have tight turnaround times for housekeeping it may not be possible especially during high season, Book Twizel reserves the right to charge an additional fee. Guideline costs: 50% of nightly rate if checking-out later than 12pm and NZD150 if checking-out between 10am and 12pm.
9. PRE & POST STAY INSPECTIONS
9.1.
Book Twizel conducts both pre-stay and post-stay inspections. This is to ensure the property is maintained at its high level of presentation, that appliances and fittings in the property are working correctly and safe for use and that guests are not erroneously charged for causing any breakages or damage.
9.2. Should you notice something broken, damaged or not working correctly please advise Book Twizel immediately. We will advise if this is pre-existing and/or we will make every effort to repair it as soon as possible. We hold detailed photos, notes and files of all/any known marks/damage/issues to each Book Twizel property. If not reported and if not on file as a pre-existing condition, Book Twizel may assume the damage occurred during your stay and the Lead Guest would then be liable for the repair/replacement.
9.3. Upon your departure and at the time of the post-stay inspection; if Book Twizel, at its sole discretion, is not satisfied with the condition of the property, reasonable wear and tear notwithstanding, we reserve the right to debit costs to the card/s held on file or deduct from the bond the cost to return the property to the condition it was in at the time of your arrival. A written breakdown of all charges will be emailed to the Lead Guests once charged.
9.4. Lost keys, remote controls and garage remotes incur charges between NZD100 - NZD250 +GST. These costs will be deducted from the security bond or debited to either a credit card held on file. An invoice/receipt will be emailed to the Lead Guest.
10. INSURANCE & LIABILITY - PROPERTY, CONTENTS & MANAGEMENT, BREACH OF AGREEMENT
10.1.
The Lead Guest must ensure nothing is done to compromise or adversely affect either the Property Owner or Book Twizel's insurance over the property and its furniture, fittings and general chattels,
10.2.
In the event a claim to cover damage or breakages caused by a guest is made against the Property Owner or Book Twizel's insurance policy; the Lead Guest is liable for any excess.
10.3.
When using facilities or equipment at the property including but not limited to bicycles, kayaks, dinghies, motorbikes and barbeques and regardless of who owns them, guests and visitors must follow instruction, safe operating procedure and do so at their own risk. Book Twizel and the Property Owner accept no responsibility for any injury, damage or loss whatsoever. Children must always be supervised and are the responsibility of the Lead Guest.
10.4.
Book Twizel.com Ltd. does not accept any responsibility or liability for acts of omission or misrepresentation by third parties and third-party websites that may prevent, disappoint or disrupt a guest's booking and stay at a Book Twizel property.
10.5.
All information and descriptions listed on any and all Book Twizel owned websites are believed to be accurate and are offered in good faith. On occasion and due to circumstances beyond our control; certain features or facilities may not be available and for this we accept no liability. Every effort has been made to describe the property accurately and supply and provide what has been described on our website and we do not accept any liability if the property does not meet guest expectations.
10.6.
Book Twizel and the Property Owner accept no responsibility for any issues and inconvenience arising from situations/conditions beyond the boundary of the Property. Book Twizel will make every effort to advise in-house guests of any known and pre-scheduled maintenance works required in the property itself or in the property's building, however, neither Book Twizel nor the Property Owner accept any responsibility or liability for these works.
10.7.
Book Twizel accepts no liability where a guest's booking and/or stay is affected by 'force majeure'. In the context of these terms and conditions, 'force majeure' is any event that we could not, even with due care, foresee or avoid. Book Twizel shall not be responsible for any disruption or delay to the Property rental in the case of force majeure or conditions beyond our control.
10.8.
The Lead Guest indemnifies Book Twizel and the Property Owner in respect of any costs incurred as a result of their, their guests' or invitees breaching the terms and conditions listed herein and Book Twizel is authorised to debit such costs to the credit card held on file.
10.9.
The Lead Guest is responsible for all losses, breakages, damage or destruction to the property - including direct and indirect costs relating to damage caused to the property or its contents.
10.10.
Guests' personal effects, vehicles and/or vehicle contents are not covered under Book Twizel or the Property Owner's insurance, and guests solely responsible for these and as such must carry their own insurance to cover these. Book Twizel and the Property Owner accepts no responsibility for loss or damage to guests' or any visitor's personal effects, vehicles and/or vehicle contents arising out of or in connection with the use of the property, the property's driveway and parking or any common areas.
10.11.
The Lead Guest is responsible all their guests and invitees abiding by the property's House rules, Body Corporate rules and regulations; local Council laws, rules and regulations and is responsible for any fines incurred and/or any charges arising from actions of third party.
11. HEALTH & SAFETY
11.1.
Use of Book Twizel's services are solely at the Lead Guest's risk. Every effort has been made to ensure all Book Twizel properties and their contents meet New Zealand legal Health and Safety requirements, however, we make no representation and give no warranty of any kind in relation to the Property, product, equipment or services featured at the property or on our website/s.
11.2.
Book Twizel, the Property Owner and the Lead Guest will comply with their respective obligations under New Zealand's Health and Safety at Work Act and its associated Regulations, Codes of Practice, Guidelines and Fact Sheets in discharging their obligations under this Agreement.
12. RATES - ACCOMMODATION & EXTRAS
12.1.
Prices and information are subject to availability and rates at the actual time of booking. Overnight Rates are secured and agreed at the time a booking is confirmed and a deposit received. Book Twizel reserves the right to amend online advertised rates at any time. Any rate adjustments do not affect any confirmed bookings already in place.
12.2.
All Book Twizel properties have a minimum night policy which varies according to the time of year. As a guideline, our minimum night stay is 2 nights during shoulder periods and 5 to 7 nights over peak periods. If requesting or booking a stay less than the minimum specified, a surcharge applies.
12.3.
Most Book Twizel properties have a "base rate" valid for up to a certain number of guests, if your party comprises more than this number an additional per person per night cost applies. The correct overnight rate paid to Book Twizel is the Lead Guest's responsibility. Incorrect number of guests specified and paid for may result in penalty charges, immediate termination of stay or eviction with no refund of unused nights, or temporary denial of access to the property until alternative accommodation for the extra guests is booked and paid for and proof of such provided to Book Twizel.
12.4.
All overnight accommodation rates and any additional prices, fines or fees listed in this Agreement or in any email, phone or sms/text correspondence and/or on Book Twizel's websites are in New Zealand dollars (NZD) and, unless otherwise specified, will include a 15% Goods and Services Tax (GST).
12.5.
When servicing a property during a guest stay is requested and agreed upon by Book Twizel, Book Twizel policy is to not move, touch, wash or tidy-up guests' personal belongings. It is the Lead Guests responsibility to ensure all surfaces and beds are clear of personal items prior to scheduled inhouse servicing/cleaning.
13. COMPLAINTS & DISPUTES
13.1.
All guests acknowledge that Book Twizel represents the Property Owner and any complaint or dispute that a guest may have with respect to the Property is a dispute between the Lead Guest and the Property Owner. Book Twizel will not represent the guest in any such dispute.
13.2.
Should any complaint from or dispute between either Book Twizel or the Lead Guest arise; the parties agree to meet (either at Book Twizel offices, by telephone or by email) to discuss in good faith a resolution by negotiation.
13.3.
Should a resolution not be agreed in such a meeting; the following process and provisions apply:
13.3.1 No party may commence or maintain any action or proceeding in any court, tribunal or otherwise without first following and complying with the below;
13.3.2 If any party believes a dispute has arisen; it may issue to the other party a Dispute Notice setting out the particulars of the dispute. After receipt of the Dispute Notice the parties shall have 20 working days to negotiate, with best endeavours and in good faith, attempt to resolve the dispute;
13.3.3 If the dispute has not been resolved within 20 working days after receipt of the Dispute Notice, or within a period agreed in writing by both/all parties involved, the parties attempt to resolve the dispute either through the Queenstown Disputes Tribunal if it is of a value less than NZD15,000 or through mediation with a mediator selected by the current President of the New Zealand Law Society, if the dispute has a value greater than NZD15,000;
13.3.4 If the dispute is pursued through the Queenstown Disputes Tribunal, both parties agree to accept the Tribunal's decision as final;
13.3.5 If mediation is pursued and if the dispute is not resolved at the conclusion of such mediation, then either party may exercise any other legal rights available to it;
13.3.6 Unless the dispute renders either party impossible to do so; while the dispute is being resolved, all parties shall continue to be bound by their respective obligations under this Agreement;
13.3.7 If a dispute is reasonably foreseeable; both parties agree to deal with the issue/dispute in a timely and sufficiently early stage to ensure a minimum effect on the ability of either party to perform its obligations under the terms of this Agreement;
13.3.8 Nothing in this clause can prevent either party seeking relief before an alternative appropriate court.
13.4.
Neither Book Twizel nor the Property owner accept any responsibility for any disturbances to the Lead Guest, any guests included in the Lead Guest's booking or to any visitors arising from work being carried out beyond the boundary of the Property and shall not be liable for any compensation or refund arising from any such disturbance, whether due to road works, construction, utility providers/servicemen, Body Corporate contractors or any other nuisance, annoyance or inconvenience outside Book Twizel or the Property Owner's control. No guest payments may be deferred or withheld by reason of any such disturbance and must be paid as they fall due.
13.5.
All parties acknowledge that circumstances can occur resulting in certain facilities or services being unavailable as a result of maintenance requirements, health and safety concerns, weather conditions or accidents. In such cases neither the Property Owner nor Book Twizel will be liable for the loss or unavailability of any service or any action taken by any person or authority outside Book Twizel's control affecting such service or facility's availability.
14. NO WAIVER, PARTIAL AGREEMENT INVALIDITY
14.1.
It is not a waiver of any rights listed under this Agreement should Book Twizel not exercise or enforce any rights available to it.
14.2.
Should any part/clause of this Agreement become or is held to be invalid, that part/clause of the Agreement is severed from the remaining Agreement which remains in effect and in full force.
15. GOVERNING LAW, NOTICES & ADDRESS FOR SERVICE
15.1.
The parties' addresses provided/listed at the time this Agreement is entered into, or those addresses subsequently provided by either party are the relevant addresses for the service of notice.
15.2.
Notices are required in writing and are required to be served by email (receipt must be acknowledged by the recipient), signed courier or registered post.
15.3.
All terms and conditions are governed and construed in accordance with New Zealand law. Rules, regulations and laws from guests' home country or any other country are not relevant to this Agreement and do not in any way affect Book Twizel or the Property Owner's responsibilities or liabilities.
16. GUEST, BODY CORPORATE, LOCAL GOVERNMENT & HOUSE - RULES & POLICIES
16.1.
Lead Guest, their guests, fellow occupants and invitees agree to comply with all Terms and Conditions, Guest Rules, Local Government Rules, Body Corporate Rules, House Policies and any Property Owner or Book Twizel specific rules applicable to the Property.
16.2.
You undertake and agree to look after the Property and ensure it and its furniture, fixtures and fittings are not damaged and should they be damaged whether it be accidental, wilful, malicious, illegal or in any other way, you will be liable to return or replace the item/s damaged.
16.3.
GUEST RULES
You must:
16.3.1. Comply with all instructions and procedures as listed in the Property's Compendium and/or any manuals whether they be in print and provided in the Property or provided electronically;
16.3.2. Keep the Property clean, in a liveable condition and in good repair (reasonable wear and tear notwithstanding). This includes but is not limited to - windows and doors, the interior as well as any balconies, courtyards or entrances, all curtains, carpets, furniture, fixtures and fittings of the Property;
16.3.3. Not engage any cleaning or servicing company other than Book Twizel;
16.3.4. Immediately report by phone or email any damage to or defect of the Property including the failure of any mechanical or electrical appliances or flooding in the Property. Damages and breakages will be charged at the cost to repair or replace plus a minimum callout and/or admin fee of NZD75+GST;
16.3.5. Apply for approval in writing for any functions or events to be held at the Property. Book Twizel to grant or deny such approval in writing along with any applicable special rules, costs and policies;
16.3.6. Use only contractors/service providers/operators who are familiar with the Property, are aware of all consents, covenants, access, rules and regulations pertaining to the Property and approved by Book Twizel.
16.3.7. Use the internet for legal purposes only. All Book Twizel properties offer free WiFi, you will be liable for any costs associated with illegal downloads made by you, your guests or invitees using the Property's internet - including any legal costs, fines or other expenses;
16.3.8. Not use any illegal substances or conduct illegal activities at the Property;
16.3.9.Keep all baths, sinks, toilets, drains, gutters, pipes and chimneys free of blockages/obstructions;
16.3.10.Keep windows and mirrors clean - you will be liable for any breakages or costs associated with additional cleaning or repair of windows etc.;
16.3.11.Agree to pay Book Twizel to and/or arrange to repair and carry out any remedial work required should you damage the Property, any furniture, fittings, installations or fixtures, garages, driveways and any common areas associated with the Property caused by you, your guests or invitees;
16.3.12.Allow Book Twizel or any representative or contractor of Book Twizel access to the Property, within reasonable hours during the day, to carry out repairs and maintenance work required at the Property. In the case of emergency or if deemed to be unsafe, you must allow access immediately and at any time;
16.3.13.Ensure, when the property is unattended, all doors are locked, windows latched, and the Property is secure. If the Property has a door key, ensure this is always left in the lockbox provided when you leave the Property. Should you lose a key, the minimum non-negotiable replacement fee is NZD150+GST - this will be automatically deducted from the security bond held;
16.3.14.Ensure, when the Property is unattended all electrical appliances and lights, heaters and gas fires are turned off;
16.3.15.Abide by our NO SMOKING policy at all times and agree to pay any applicable fines as well as any costs associated to get rid of smoking odours, burns or stains found at the Property. All Book Twizel Properties are strictly NO SMOKING;
16.3.16.Advise Book Twizel immediately should any smoke alarm start beeping. Do not tamper with any alarm until you have called Book Twizel Reservations/Admin Office;
16.3.17.Abide by our NO PARTIES/EVENTS policy, be courteous to and mindful of neighbours and adopt a no nuisance policy and at all times. Should you be found to be having a party/event or be excessively noisy, or causing a nuisance or annoyance to Book Twizel, other guests or any neighbours; you agree to pay any applicable fines (whether issued by Police, Council or Book Twizel), callout and/or Noise Control costs plus any other costs associated with your behaviour or to make good the Property. If you, your guests or your invitees behave in a manner that invokes complaints from neighbours; Book Twizel, at its sole discretion, may evict you, your guests and your invitees and deny further access to the Property. Any remaining nights booked will be cancelled and all accommodation costs already paid forfeited. In the event any stereo or electronic equipment belonging to the Property is seized from the Property the Lead Guest must ensure it is promptly recovered and returned to the Property solely at their cost;
16.3.18.Not remove, at any time, any part of the Property, its furniture, fittings, or chattels from the Property. Should you lose any item from the Property you agree to pay to replace it;
16.3.19. Abide by the Property's PET policy. Failure to do so may cause eviction and you agree to pay for any costs associated with cleaning up and removing pet hair from the Property;
16.3.20. If under 25 years of age; be accompanied by a parent or guardian;
16.3.21. Not conduct a business at the Property or use it for any improper, immoral or illegal purpose;
16.3.22. Adopt the Property's "quiet" policy between the hours of 9pm and 7am each night;
16.3.23. Dispose of any rubbish and/or recycling in the appropriate bin/s at the Property. Do not allow rubbish to collect within the Property;
16.3.24. Return all furniture to its original position, at the time of check-in before departing the Property;
16.3.25. Not assign, sublet, part with or share possession or occupation of the Property with anyone not included in your group's booking at the Property;
16.3.26.Not alter or install any locks and/or window fittings, nor reproduce any keys for any Property locks;
16.3.27. Not perform or allow any of your guests, invitees or people in attendance to perform any action which may invalidate or adversely affect any insurance policy held by either Book Twizel or the Property Owner in respect of the Property. You agree to indemnify Book Twizel against any losses or damages suffered as a consequence of your, your guests, invitees or people in attendance breach of any obligations relating to the Property. We recommend you carry comprehensive Travel Insurance to cover you in respect of any risk arising to your stay.
16.3.28. Not to carry out or allow any filming or recording for commercial purposes.
16.4. LEAD GUEST: LIABILITY FOR YOUR GUESTS, PEOPLE IN ATTENDANCE & INVITEES
It is the Lead Guest's responsibility to ensure all Terms, Conditions, Rules & Policies specified in the Agreement are complied with by your guests, people in attendance and invitees and you acknowledge that you and your guests, people in attendance and invitees:
16.4.1. Use the Property and any extra facilities included in your rental of the Property at your own risk;
16.4.2. Children are supervised by a parent, guardian or responsible adult at all times;
16.4.3. Are responsible for any call out charges arising through damage or misuse of alarms, appliances, electronics or excessive use of services;
16.4.4. Are responsible for any call out charges arising from complaints received from neighbours and/or other guests, the body corporate, police or governing bodies/representatives;
16.4.5. All personal items belonging to you, your guests or your invitees, any vehicles and vehicle contents belonging to or under your, your guests or invitees responsibility remain solely your responsibility;
16.4.6. Book Twizel accepts no responsibility or liability for any damage to any property or for any injury, loss or damage that you, your guests, invitees or people in attendance may suffer during your stay.
16.5. HOUSE, LOCAL GOVERNMENT & BODY CORPORATE POLICIES
16.5.1. Additional Guests/Occupancy Limitations: Each Book Twizel property has specific occupancy limits, which are strictly enforced. The number of adults, children and infants to occupy the property must be stated at the time of booking and before check-in and must not exceed the allowed number of guests. Book Twizel, at its sole discretion, reserves the right to charge a penalty fee and evict all guests with the forfeiture of all monies paid, should you be found to have more than the booked/agreed number of guests staying at the Property. Any penalty fees or additional costs will be charged to the credit card held on file.
16.5.2. Age of Guests - Any Guest making a booking must be over 25 years of age and all/any guests unaccompanied by a parent or guardian must also be over 25 years of age.
16.5.3. Property Servicing/Housekeeping:
16.5.3.1. All Book Twizel properties are self-catered and self-contained.
16.5.3.2. If servicing a property during a guest stay, Book Twizel policy is to not move, touch, wash or tidy-up guests' personal belongings. It is the Lead Guest's responsibility to ensure all surfaces and beds are clear of personal items prior to scheduled inhouse servicing.
16.5.4.
Bed Configuration Policy: Each property has its own bed configuration limitations, please check these at the time of booking and specify your requirements. Once confirmed by Book Twizel and accepted by guests; any request to change the configuration - for example, from two singles to a zip king - upon arrival may result in additional callout fee and linen charges.
16.5.5.
Callout Policy: Costs will be incurred should you, your guests or invitees activate a security alarm or damage or misuse appliances or electronics resulting in a serviceman or Book Twizel callout. Any repair costs and/or callout fees and will be charged to the credit card held on file.
16.5.6.
Lost Property, Left Behind Items: Book Twizel will hold for 1 month any lost property/personal items found at the Property upon guests' departure. Upon request, and on condition NZ Post rules are observed, Book Twizel is happy to mail any lost property to a contact address provided. A minimum fee of NZD50+GST plus postage and packaging applies.
Book Twizel accepts no liability for any left behind items. Book Twizel will not collect, keep or return any underwear, soiled or dirty clothes/items, soiled/dirty children toys/blankets/clothes/equipment, food, toiletries, cosmetics, perfume or alcohol left behind upon your departure.
16.5.7.
Noise & Outdoor Socialising Policy: All Book Twizel Properties are bound by Mackenzie District Council Regulation and all guests and their invitees must observe the following:
Outdoor areas shall not be used between the hours of 10.00pm to 7.00am with the exception of arriving or departing the premises.
Guests may not use the outdoor areas for congregating, talking/conversing or socialising between 10.00pm and 7.00am.
16.5.8.
Nuisance and Inconvenience Policy: Guests or their invitees causing excessive noise or inconvenience to others by way of increased occupancy, vehicle traffic/parking, or illegal activity may result in a penalty fine, eviction and the forfeiture of all prepaid rentals. These costs will be charged to either a credit card held on file or deducted from the Security Bond held.
Book Twizel will not be liable nor pay, remunerate or compensate the Lead Guest, guests or invitees for any inconvenience caused by neighbours or works or construction being carried out or power outages or water shut- downs in the common areas of the Property, neighbouring buildings, roads or anywhere else beyond Book Twizel's control.
16.5.9.
Parking and Vehicle Policy: Most Book Twizel Properties have either their own private garage or parking bay in a communal garage or driveway - suitable for a standard sized car.
16.5.10.
Parties and Events: All Book Twizel properties have a ZERO party/event policy. Small/intimate events may, at Book Twizel's sole discretion, be permitted. Book Twizel must approve in writing any such events, we will advise any additional costs and additional Terms & Conditions associated with such permitted event at the time approval is granted.
16.5.11.
Pet Policy: Most Book Twizel properties have a strict NO PET policy, however, should you be travelling with a Pet or registered Assistance or Service Animal, please enquire directly with Book Twizel as to whether it is allowed or not. Book Twizel can advise Property-specific policy, rules and regulations and any guest obligations at the time. Please be aware, you will be liable for any damage caused to the Property and/or any additional cleaning required upon your departure from the Property.
16.5.12.
Property Suitability Policy: Each Book Twizel Property is privately and individually owned and as such may have unusual features, limited accessibility, or have potentially dangerous conditions. It is the guests' responsibility to review all property details, amenities, specifications and unique characteristics, including environmental conditions, to verify prior to booking that the property you have chosen is suitable. Guests with mobility challenges or those travelling with children are specifically advised to discuss concerns or requirements with our reservation team as you cannot change properties upon arrival and if not suitable and cancelled you will not be entitled to any refund.
16.5.13.
Public or Statutory Holiday Policy:
In house Guest support is always available via our emergency telephone extension if there is a problem at the Property.
16.5.14.Book Twizel Hours of Operation & Phone Support Policy:
Office Hours - 9am to 3pm, Monday to Friday. (Closed Saturday, Sunday, Public and Statutory Holidays)
General Reservation Phone Support - 9am to 3pm, Monday to Sunday (+64272268020, follow voice prompt). This service may be limited on Public and Statutory Holidays, and a call back service may be in operation.
Urgent/Emergency After hours In house Guest Phone Support - 3pm to 9am, Monday to Sunday (+64272268020, follow voice prompt). In house Guest support is always available via the emergency telephone extension if there is a problem at the property if outside General Reservation Phone Support hours.
Voicemail and Call Back Service: Should the Book Twizel phone not be answered immediately, please leave a voicemail message - ensure you clearly state your name, the Property (and unit number) you are staying in and your return phone number to allow us to return your call in a timely manner. Your phone number is not shown to us if our phones are diverted.
16.5.16.
Rubbish Policy: Each Book Twizel Property has a Rubbish Policy. Please check your Property's Compendium for Property-specific information of procedure and policy.
New Zealand adopted a no single-use-plastic-bag policy effective 1st July 2019. Please be mindful of our landfill and recycling options and help us to preserve and protect our environment.
Twizel has three types of rubbish collection and your Property's outdoor bins will be labelled:
Glass Recycling - any CLEANED/RINSED glass bottle/jar/container, regardless of colour.
General Recycling - including CLEANED numbered plastic containers, tin, paper and cardboard. Please note - all forms of plastic packaging and bags are NOT to be placed in any recycling container/bin.
General Refuse/Waste/Rubbish - all general household rubbish excluding liquids, hazardous wastes and sewerage.
16.5.17.Smoking Policy: All Book Twizel Properties have a strict NO SMOKING policy.
17. CONSEQUENCES OF BREACHING THIS AGREEMENT
17.1.
You, your guests and any invitees' occupancy and rental of the Property may be terminated with immediate effect with the forfeiture of all/any monies paid if you are found to be in breach of any Terms, Conditions, Rules or Policies specified within this Agreement.
7.2.
A breach may also result in the forfeiture of the Security bond held against the Property.
18. Book Twizel COST & FEE GUIDELINE
The following is a guideline of Book Twizel fees which may be charged for breach of Agreement. These may be charged, at Book Twizel's discretion and amounts are intended as a guideline only:
Book Twizel Call Out Fee: NZD75 - NZD250+GST
Deodorising due to smoking or other odours in the Property: NZD500+GST
Noise/Nuisance Call Out Fee: NZD500+GST
Lost keys, remote controls: NZD100- NZD250+GST
Excessive cleaning: NZD50+GST per hour
Excessive rubbish removal: NZD50+GST per hour (minimum one hour applies), should a trip to the refuse station to dispose of the rubbish be required a further one-off NZD75+GST fee will be incurred
Damages & Breakages, foreseeable wear and tear notwithstanding: charged at cost to repair or replace plus minimum NZD150+GST administration fee
Early check-in between 12-3pm: NZD150
Late check-out between 10am-12pm: NZD150
Booking amendment fee: NZD75 - NZD250+GST per amendment
Accommodation Security Bond: is Property Specific and ranges between NZD500 - NZD1500
Event or Location Security Bond: is Property Specific and ranges between NZD1500 - NZD5000
All/each credit or debit card transactions incur a 3% reimbursement fee Security Bond pre-authorisations do NOT incur any additional fees
19. DEFINITIONS
Agreement: All guests agree to be bound by Book Twizel Ltd's terms and conditions by paying the deposit, accommodation charges and security bond (if applicable), either directly to Book Twizel or through a booking agent. If booked through a booking agent, all guests are required to authorise the release of their credit card details to Book Twizel and authorises Book Twizel to charge such credit card for additional cleaning, damage, emergency outcalls and associated collection costs. A confirmed booking acknowledges that both the Lead Guest and Book Twizel have accepted the Rental Agreement with all its terms and conditions listed herein.
Booking Amendment: means a change of check-in date, a change to the number of guests, the addition/cancellation of extras in the way of baby gear or guest services or housekeeping requirements or a change in the bed configuration selected at the time of confirmation. It does NOT mean a change of property or a change in the number of consecutively booked nights of stay.
Cancellation: means the cancellation of all or any number of nights booked i.e. it may be the entire booking or it may be some of the nights/part of the total nights booked. A request to decrease the number of nights of stay is considered a cancellation of those nights.
Force Majeure: include but are not limited to war, threat of war, riot, civil commotion or strife, hostilities, industrial dispute, natural disaster, fire, flood, volcanic eruption, acts of God, terrorist activity, nuclear disaster, adverse weather, landslide, earthquake, government action, blockade, sabotage, insurrection, technical or computer problems, telecommunications delay or malfunction, or transportation failure or delay or the acts, rules, regulation orders or directives of any governmental body or similar cause beyond Book Twizel's control which prevents Book Twizel performing its obligation under this Agreement.
Lead Guest/You: The Lead Guest must be an occupant of the Property for the duration of the booking and is the person in whose name the rental booking is made. The Lead Guest is responsible for all other occupants of the Property for the duration of the rental booking/stay and all references to the Lead Guest, by implication mean all occupants of the Property for the duration of the rental booking. You means the Lead Guest and or any occupants of the Property.
New Zealand Public/Statutory Holidays: Christmas Day; Boxing Day; 01 and 02 January; Waitangi Day; Matariki; Good Friday; Easter Monday; Anzac Day; Queen's Birthday; Labour Day.
Property: The house/apartment/villa/townhouse/duplex/hotel room/motel room/bed & breakfast/flat/unit - and any other type of Property available to rent through Book Twizel Ltd. the property includes the building and any land associated with it, the building's furniture, fittings and fixtures, appliances and the use of any rights of access, paths, driveways and drive entrances, any common areas and any other items included in the rental of the Property for the guests' enjoyment of the Property and for which use can be granted by Book Twizel.
Property Owner: is the registered owner/proprietor of the Property rented by the Lead Guest
Reasonable Wear & Tear: is the reasonable deterioration of or damage to the Property that can be foreseen when it is used by a reasonably careful person and when the Property is being used in accordance with its purpose. Non- expected damage, or damage which renders the Property unusable is not reasonable wear and tear.
Book Twizel/We: means Book Twizel Ltd. and is the registered Manager and authorised representative of the registered Property Owner.
Terms & Conditions: mean and include these Terms and Conditions and Guest Rules, House Policy and Local Authority/Body Corporate/Government Regulations listed herein and which make up the Agreement, and which include and extend to any Letter of Offer, Quote, online Booking Confirmation email and correspondence as well as any additional special or extra-ordinary conditions imposed on the Lead Guest by Book Twizel Ltd.
ENDS.