Charges for changing an accommodation booking
You can make unlimited changes to your booking(s) up to midnight, five days before your booking date.
If you change your booking within five days of your booking date, we charge an administration fee of 20 per cent of the full value of your booking.
Cancel your accommodation booking
How to cancel a booking
Log into your customer account or call 09 366 2000, option 1 if you need assistance.
Charges for cancelling your booking
You can cancel your booking free of charge up to midnight, five days before your booking date.
If you cancel within five days of your booking date you will be charged 100 per cent of the full value of your booking.
Education groups are the only exception for weekday (excluding public holidays) bookings.
Refunds for cancelled bookings
We may consider a refund:
- if the accommodation was not available
- if the accommodation was closed or shut down before your booking started or during your booking
- in cases of demonstrated hardship or illness.
To apply for a refund email
firstname.lastname@example.org within five working days of the booking cancellation.
Refunds will be paid to the account used to make the booking.
We do not offer refunds for camping passes or vouchers.
For all other products, we will meet our obligations under the relevant acts.