Terms of Stay

COVID-19 Update

We are now operating under Level 1. For further information on Level 1 requirements please refer to the official government website

Our current refund policy remains the same, see Cancellations and Alterations below.

At Hanmer Holiday Homes, we seek to provide a safe environment for all tenants, members of the public and staff members. We are following advice from the Ministry of Health and taking extra precautions to ensure that we are doing everything in our power to reduce the impact of COVID-19 and to provide a healthy and safe environment.

These are the current practices we have in place to minimise the risk of contamination:
- Our servicing team have been briefed extensively on the situation and have been advised of the most appropriate sanitising products and methods to use in our homes.
- All surfaces in our homes are sanitised prior to any of our guests entering the homes.
- New gloves are worn by all servicing and maintenance staff when entering each holiday home.
- All surfaces in our office that come in contact with human hands are being sanitised regularly throughout the day.
- Finally, face to face interaction between staff and guests has been eliminated. We have adopted contactless check in and check out procedures. This means you will go directly to the holiday home and information on how to gain access will be sent to you via SMS and email on your arrival day

-Safe social distance is practiced at all required times

We hope that you find comfort in the knowledge that we are treating the situation seriously, and are taking the extra time and care necessary to help protect the health and safety of everyone involved with Hanmer Holiday Homes.

If you have any further questions, please do not hesitate to contact us at our office on

Last updated 9.00am 16th of February 2021. 

What to Bring

All houses are fully furnished – more or less than photographed. Please check on the information page of each home to see a list of contents. Other features and amenities are also shown on the property listing.

Duvets and pillows are provided for the beds and often extra blankets are supplied as well. Please note that if you are hiring a portacot from Hanmer Holiday Homes, cot bedding is not included.

Cooking utensils etc. are provided, however we recommend if you have a specialised piece of cooking equipment you require that you bring this with you.

A tea towel and dishcloth are supplied.

Cleaning products & rags, dish washing liquid and dishwasher tablets are supplied.

Homes with log fires have wood provided.

The tenant is required to bring their own:

1. Sheets and pillowcases for the beds and any extra blankets you may feel necessary

2. Food & beverages, including coffee, tea, sugar, milk, salt & pepper, herbs etc

3. Personal hygiene products including soap, shampoo, hairdryers etc

4. Laundry powder

5. Toilet paper (a small amount is provided to assist)

6. A BBQ Gas bottle should you choose not to use our hire service

Linen can be hired if required at the rates below.

Linen Hire:

King sheet sets      $20.00

Queen sheet sets  $17.00

Single sheet sets    $14.00

Bath towels             $4.00

Hand towels           $3.00

Face Cloths            $2.00

Booking Process

When making a booking on our website the process is:-

1) Your booking request and details are forwarded to the office at Hanmer Holiday Homes.

2) During office hours 9am to 5pm Monday to Friday, 9:30am to 5:00pm Saturday, and 9:30am - 2:30pm Sunday and Public Holidays our staff work chronologically through each booking request. The staff will screen each booking for suitability and availability and only process the booking once they are satisfied these criteria have been met.

3) If you provide credit card details, your required deposit will be deducted at the time of submitting a booking. If you elect to pay by other means an email will be sent providing details of how you can make your payment. Confirmations will only be sent upon receipt of payment.

4) Should your booking request be rejected due to unavailability or other reasons you will be advised. If payment has been made by credit card, this will be refunded within 3 to 5 working days. There is always a possibility that someone may book prior to you - especially if you are using our website outside of normal office hours. Please note we operate on a "first come, first served" basis so be aware that your booking is not a certainty until we have sent you a confirmation.

If you are booking within a short time frame (particularly within 24 hours of intended arrival) we strongly recommend you contact the office directly on (03) 315 7336 during office hours to check on the validity of your booking before proceeding on your journey.


Each booking made attracts a $25 non refundable administration fee. This fee is in addition to the nightly tariff quoted for each home and is charged only once for each booking.

Please note a $20 surcharge will be applicable to one night bookings made for weekends or holiday periods. There may also be a minimum number of nights permitted to be booked for event/long weekends. Please enquire if necessary.

A deposit of 50% of the total cost of accommodation and the $25 non-refundable administration fee is required to secure your booking. This will be deducted from your account. Should the booking be only for one night or within 21 days of the intended arrival date then payment in full is required. A booking confirmation will be forwarded to you upon confirmation of availability and receipt of payment.

You may pay your deposit by direct deposit, Visa or Mastercard. American Express and Diners cards are not accepted. Please note a surcharge of 2.5% will be applied to all credit card transactions. Credit cards are charged the required deposit via our online secure payment system and you may pay your balance as you wish upon arrival. If you elect to pay by direct deposit we will send you our bank account details when you make your reservation request. Please note, when paying by direct deposit the balance must be paid at least 21 days prior to your arrival date.

Deposit payment is required within seven days of approval of a reservation request if booking is made outside 21 days of arrival date. Hanmer Holiday Homes reserve the right to rebook a home should this not be paid on time. Should you require extra time or wish to cancel a booking please contact us immediately.

If a booking is made within 21 days of the expected arrival date then the full amount of the booking will be required within 48 hours.

Once a payment is received, we will email a confirmation receipt with information on where to pick up the key, reference numbers etc.

In the event of an account not being paid when due, for either accommodation, sundry hire or other possible charges we reserve the right to charge the credit card number provided, or if not provided, to invoice the tenant and if necessary refer the account to a debt collection agency or the Disputes Tribunal of New Zealand, and add all costs of collection or recovery to that account.

As Hanmer Holiday Homes acts as an agent for the home's owners GST is not payable on rent. GST is included in the Booking Fee and any additional services purchased such as linen hire and cleaning.

Cancellations and Alterations (Does not apply to those cancellations due to COVID-19)

If you wish to cancel or make any changes to your booking, please submit your request in writing to 

Please note all cancellations and significant alterations to bookings under this policy may incur a $20 processing fee.

One of the following scenarios will apply to your request for refund or alteration: 

  1. If you wish to cancel your booking for any reason 21 days or more prior to arrival date you will receive a refund of the deposit made, less the original $20 administration fee and any credit card payment fee included in the deposit. The $20 processing fee will apply.
    Rather than cancel a booking you may choose to "Park" your booking until you can confirm new dates. There is no fee for doing this. Please request this in writing to and our staff will reply explaining the process.
  2. If you wish to cancel within 21 days of arrival date, your deposit will not be refunded and you will be liable for payment of the full period of time originally booked unless the same home is able to be re-let for the same period. The $20 processing fee will apply. Should the home be re-let for that period or a portion thereof, the rent for that period, or portion, will be credited to you.
  3. Should you choose to shorten the length of your stay within 21 days of your arrival date you will still be liable for the full period originally booked. Please choose your dates carefully.
  4. Transferring a confirmed booking from one home to another or changing your dates will not incur the processing fee as long as it is requested outside the 21 day period. Please select your home carefully. Please note transferring a booking is only permitted 21 days or more prior to the arrival date, this is otherwise deemed to be a cancellation for the original home.

Any issues relating to a completed tenancy must be emailed to within 7 days of the conclusion of your tenancy.

The refund policy for cancellations due to extreme weather conditions, natural disaster, fire, pandemics or other events outside of either the tenant or Hanmer Holiday Homes control will be assessed on a case by case basis and posted on the website as soon as possible.

Should a property become unavailable due to unforeseen circumstances including the sale of the property, long-term letting, rendered uninhabitable or other events outside Hanmer Holiday Homes control, we will endeavour to book you into an equivalent home. However Hanmer Holiday Homes takes no responsibility if this is not possible. Any existing deposit may be either put towards a new booking or refunded (no processing fee is applied).

Compulsory Tenant Insurance

The tenant is responsible for damage to any property or contents evident at the end of their stay, so you must report any damage that you see on arrival to avoid  being held liable.  If you do not have Tenant Insurance Hanmer Holiday Homes will seek re-imbursement for those damages. 

However, for bookings made after 30th June 2021 the inclusion of Compulsory Tenant Insurance in your booking means that accidental damage up to $2,000 is covered with no excess. Please report any damage that you notice on your arrival, or any accident that you have during your stay, and we will endeavour to fix or replace the item immediately. Any damage caused intentionally is not covered by Tenant Insurance and Hanmer Holiday Homes will seek reimbursement of any and all costs relating to repair or replacement.

Over 20 years of age

It is our company policy to prohibit bookings made for groups of individuals who include anyone under 20 years of age (please note: this does not include families with children under 20 or groups of workers). Proof of age may be requested from any individual at any time and those unable to comply will be asked to vacate.

Access to your holiday home

We now have contactless check in and check out. You will receive an email 5 days before your arrival explaining how it all works, and on your arrival day, if you have fully paid for your booking, you will get both a text and email after 2:45pm with the lockbox code to give you access to your holiday home. 


When planning your trip please take note that the check in time is any time after 3pm. It does not matter if you arrive late in the evening as you will contacted by text (SMS) and email on the day of your check in and given further instructions on how to gain access to the property.


Standard check-out time is 11am but if you have purchased a full cleaning service we require that you check-out by 10am. Late check out may only be possible at the discretion of management and will incur a fee of $20/hour. Should you wish to have a late checkout you will need to contact us on the morning of your departure to confirm if this is possible. You will be contacted by text (SMS) on the morning of your checkout to provide further information on the process.


Unless stated otherwise the price quoted does not include cleaning by Hanmer Holiday Homes - the tenant must leave the house clean and tidy for the next tenant. Cleaning products and equipment are supplied. If you feel that you would be unable to clean the home or have no desire to be cleaning on your holiday, please advise us at the time of booking or at least seven days prior to your departure date and we will arrange to have it cleaned for you for an extra charge. Please note it would be helpful should you have a dishwasher in the home for you to turn this on. Please note that you will need to check-out by 10am if you require our cleaning service. Prices for this service are listed on the information page for each home. We will inspect the home after your departure and reserve the right to charge you for a clean if this is not done to our satisfaction.

Homes that supply BBQs must be cleaned by the tenants after use, otherwise a $30 cleaning fee will be charged.

Gatherings & Noise

We have a zero tolerance policy in regard to noise. Noisy parties or gatherings are not permitted. 21st birthday parties, Hen and Stag nights are not permitted. We ask that you respect the neighbours. If a noise or disturbance complaint is received a $100 call out fee may be charged and the tenant risks being evicted from the property.

Large gatherings for birthdays, weddings, conferences or similar such activities must first be approved by Hanmer Holiday Homes management, where the number of people in attendance at any one time exceeds the stated number the house sleeps.


Please do not exceed the maximum number of occupants. Pitching tents and using campervans to sleep in or plug into power is not permitted. Minimum night limitations may apply to event weekends, long weekends due to Statutory Holidays, or school holiday periods. Please enquire with Hanmer Holiday Homes if necessary.


We do not guarantee that the products and services that are listed in any of the homes will be continuous or fault free. HHH will endeavour to repair/replace any faulty item but given the limited services available in the village this may not always be immediately possible. Events beyond our control, such as poor weather, power cuts or unforeseen electronic breakdowns, do not give the tenant the automatic entitlement to a discount, unless such event has prevented the tenant from being able to safely occupy the property altogether and HHH are unable to relocate the tenant to a property of equal size and standard.


While we endeavour to ensure that our homes are clean and healthy, we must point out some issues to consider if you are hyper-allergenic.

We live in an alpine village that is surrounded by woodland forests and waterways. This environment comes with an abundance of wildlife including mice, beetles, flies, moths etc, so the occurrence of these pests and critters is sometimes unavoidable.

The best way to avoid any pests and insects bothering you during your stay is to avoid leaving any food products or biodegradable materials out and uncovered, always turn off any unnecessary lights in your home when you are not using them, close doors and windows before dusk and wipe all surfaces after use.

Protect yourself and your family by making sure you use repellent where necessary and seek medical attention if a serious reaction occurs.

Some of our homes are rated Pet Free. This does not necessarily mean a complete absence of animal hair/fur etc. so please contact our office staff to discuss your requirements.


Many of the homes will not allow pets. It is essential for health reasons (i.e. allergies) that this is complied with. Should it be discovered that there is a breach of this condition in any property that prohibits pets then management reserve the right to evict the tenant (with no refund) and the tenant will be required to pay for the home to return to "pet free" status.

This includes, but is not limited to:-

Full cleaning of the property at the published rate

Steam cleaning of all upholstery

Laundering of all bedding – duvets, blankets, pillows etc

Stain and odour removal from floor coverings, curtains etc

In those homes that do allow pets it is the tenants responsibility to dispose of all faeces at the time of vacating the property. Should we find animal hair or odour inside the premise at the time of inspecting the home the tenant will be liable for any costs associated in remedial work required. The tenant is also liable for any damage caused by pets in the property during their stay.

Please note that where we state pets are welcome in a property that it does not necessarily mean the property has a fully fenced section. Please choose the "Fenced" option in our advanced search should you require this.


Any home listed with a BBQ will not have a gas bottle provided. You will need to bring your own or hire one from Hanmer Holiday Homes for $7 per night. This will need to be picked up and returned to the Hanmer Holiday Homes office by the tenant during office hours. Any BBQ used by a tenant is required to be cleaned properly prior to departure. BBQs are inspected after every tenant and if you fail to clean the BBQ after using it, you will be charged a $30 cleaning fee.


As Hanmer Springs is located in an alpine setting the weather can be changeable & unpredictable at times. When selecting a home please be aware that properties located on hillsides or down long driveways may be inaccessible at times during snowfall or ice. In winter a 4WD is recommended and chains should also be carried. During winter the main roads are cleared quickly & there should be no need for concern, however long driveways may not cleared so you may want to leave your vehicle in the driveway as close to the road as possible. Do not park on the road during snow storms as this prevents contractors from being able to clear the roads properly. Events like this do not last long & occur infrequently.

It is unlikely that a reduction or discount will be given when weather events occur.

Lost Property

While every care will be taken to retrieve lost items Hanmer Holiday Homes will not be held accountable or responsible for items lost or left behind by tenants. Hanmer Holiday Homes reserves the right to charge a collecting fee for any items left behind by the tenant. Items will be held for a period of three  months before being disposed of or donated to charity.


Smoking is prohibited in all  Hanmer Holiday Homes. Should we find evidence of smoking inside the property, the tenant will be liable for any cost associated with returning the home to a smoke free standard. All evidence of smoking outside the property must also be removed before departure.


Telephones are not available in the homes, however we have excellent cell phone coverage and email/internet facilities are available in the village.

Changing These Terms and Giving Notices

We may change these terms, by changing or removing existing terms or adding new ones, at any time. The change applies from the time it is published on our site. If we need to give you any notice, we can do this by emailing you at the last email address you have provided us. You are deemed to have received the email at the time the email leaves our server.


These terms constitute the entire agreement between you and ourselves.

All prices are charged in New Zealand currency.

Hanmer Holiday Homes is a New Zealand owned business.

Our failure or delay in exercising or enforcing any right or provision of these terms shall not constitute a waiver of such right or provision.

If any provision of these terms is found by a Court of competent jurisdiction to be invalid, the parties nevertheless agree that the Court should endeavour to give effect to the parties intentions as reflected in the provision, and the other provisions of these terms remain in full force and effect.

Should you be asked to vacate the property early due to breach of these terms and conditions you will be liable for payment of the full period of time originally booked. Hanmer Holiday Homes reserves the right to cancel the booking where these Terms and Conditions are breached or when there is insufficient assurance that intending guests will comply with these Terms of Stay.