Charges for changing an accommodation booking
You can make unlimited changes to your booking(s) up to 11.59pm on the day before your original booking date. You will not incur surcharge fees, except bank convenience fees.
We are temporarily allowing you to reschedule to another date at no charge during COVID-19 red and orange settings.
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
If you cancel your booking(s) online up to 11.59pm on the day before your booking you will get a full refund, minus bank convenience fees.
If you cancel on the day of your booking you will not get a refund.
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 refund bank convenience fees.
We do not offer refunds for camping passes or vouchers.
For all other products, we will meet our obligations under the relevant acts.