Reservation and Booking:

1. Reservations can be made through our website (www.2lakes.co.nz) or through authorised third-party booking platforms (e.g. Vrbo, Airbnb).

2. A valid credit card is required to secure your booking.

3. The rental rates, applicable taxes, and any additional fees will be clearly communicated during the booking process.

Payment:

1. A deposit of 30% of the full payment will be required to confirm your reservation, the remaining balance is due 21 days before the stay commences. If the stay is within 21 days full payment will be required up front.

2. Payments have to be completed by credit/debit cards, unless another agreement has been communicated.

3. The full payment must be received by the due date indicated in the booking status page, which is 21 days before arrival.

4. Failure to make the payment on time may result in cancellation of the reservation with or without notice to you, and the property being made available to others. Cancellation charges apply (see 3. Cancellation and Refunds)

Cancellation and Refunds:

1. Cancellation requests must be made in writing, either via email or through the appropriate channel as specified during the booking process.

2. Cancellations requested at least 60 days prior to the arrival date will receive a full refund, less 150 NZD admin fee.

3. If a cancellation is requested between 30-60 days before check-in, a 50% refund will be issued, less 150 NZD admin fee.

4. Any cancellations within 30 days of the arrival date will not be issued a refund.

5. Cancellations must be made by 12pm NZST (New Zealand Standard Time/GMT+12) on the appropriate day.

6. Exemption: Cancellation of bookings at holiday rental "Acacia Lakeside at Okareka" (https://www.2lakes.co.nz/rentals/acacia-lakeside-at-okareka) will not result in any refunds, regardless of the notice period provided.

7. If due to circumstances beyond our control the property becomes unavailable or unfit for use we will notify you as soon as possible and refund your money in full. (It is important to note that if we are instructed by an owner that the property is to be withdrawn from being a holiday rental, or the property is to be sold all we can do is cancel your booking and refund any of your payments in full.)

8. Refunds, if applicable, will be processed within 7 days after the cancellation is approved, and may take up to 10 days after processing to appear in your bank account.

9. In the case of a reversal you won't see a refund credit on your statement -  you will just see the original authorization drop off the statement entirely after a few days. There will be no payment and no refund. It'll appear as if the whole transaction never happened. Your bank should be able to confirm this for you. Depending on the card issuer the original charge should have disappeared from their pending charges within 10 days.

Check-In and Check-Out:

1. Check-in time is typically after 4:00 PM on the day of arrival, unless otherwise arranged with the housekeeper at least 2 weeks prior arrival.

2. Check-out time is usually before 11:00 AM on the day of departure, unless otherwise arranged with the housekeeper 2 weeks prior arrival.

3. Early Check-ins and Late check-outs may incur additional charges unless previously agreed otherwise.

Security Deposit (Refundable Bond):

1. A refundable bond (security deposit) will be required upon check-in. The full amount will be communicated to you upon booking and is due 21 days prior arrival. (If booked through Vrbo or Airbnb no money is taken initially and if a claim is to be made they have access to your credit card up to the stated value of the Damage Bond.)

2. The refundable bond will be held to cover any damages, excessive cleaning, loss of property or breach of policy during your stay.

3. The deposit will be processed, minus any deductions for damages or outstanding charges, within 7 days after the cancellation is approved may take up to 10 days after processing to reflect in your bank statement.

House Rules and Occupancy:

1. Guests are expected to adhere to the house rules provided upon check-in, which may include guidelines regarding noise, parties, smoking, pets, waste handling, BBQ cleaning, and any other specific policies.

2. The maximum occupancy of the rental property must not exceed the numbers on your booking, unless prior arrangements have been made.

3. Subletting or transferring the rental to others without prior consent is strictly prohibited. (If a booking is being made for another party we need to be notified, otherwise the original booker will be 100% responsible.)

4. The number of people staying at the residence must not exceed the maximum numbers stated upon booking. The property manager reserves the right to monitor these from time to time and any persons abusing this are likely to have their rental terminated forthwith.

Property Care and Damages:

1. Guests are responsible for maintaining the rental property in a clean and orderly condition during their stay and to leave the property as found. Dishwashers need to be emptied prior to departure.

2. Any damage or breakages must be reported immediately to the property manager or housekeeper.

3. Guests may be held liable for any damages caused to the property, its contents, or common areas due to their negligence or intentional actions.

Liability and Insurance:

1. Guests acknowledge that the property owner and management company are not responsible for any accidents, injuries, or illnesses that occur during their stay.

2. It is strongly recommended that guests obtain travel insurance to protect against unforeseen circumstances, including trip cancellation, medical emergencies, and personal belongings.

Termination of Stay:

1. We reserve the right to terminate a guest's stay if they violate the rental policy, engage in illegal activities, or create mayhem.

Bed linen:

1. If the property offers optional bed linen and you require the linen option, please note this needs to be ordered and paid for with the property manager at the time of booking. (We will consider late requests for this.)

2. For optional linen service or ‘bring your own’ (BYO) linen rentals, we do insist guests bring sheets, pillowcases, towels, and tea towels. If using sleeping bags pillowcases are mandatory.

Pets:

1. If you wish to bring your pet, it is mandatory to state this upon booking and is only allowed for selected rental as marked on the listing page accordingly. An additional fee will apply as indicated upon booking (per pet/per night).

2. Pets generally must remain outside of the dwelling and pet owners are obliged to clean up after their pets. This is strictly enforced and please do not take liberties.

Smoking:

1. There is strictly no smoking inside any part of the dwelling. Smoking is permitted outside of the dwelling - please dispose of butts and matches.

Camping, Tents, Campervans:

1. There is a strict no camping or tents policy on all listed rental properties without the express permission of the manager. This also applies to campervans, caravans etc.