The physical address for the property is: Penthouse 416, Ramada Hotel, 24 Frankton Road, Queenstown 9300

Alarm/s

There are no security alarms within the unit. The building's Fire Action Notice is on the back of the front door, please take a minute to read through it. 

There is a Fire Alarm Silence button located on the wall next to the kitchen. If you have set the smoke alarm off while cooking and there is no fire, please use this button. 

Appliance Manuals/Instructions

Most appliances are either detailed in this compendium or have stickers on them with basic instructions. If you have a specific query about a specific appliance, please refer to the instruction manual (readily available from an online search). 

Assistance

If you require assistance, call Staysouth on +64 3 442 4420 and follow the voice prompts. Alternatively, send us an email at: admin@staysouth.com

Boiling Water

There is a boiling water tap located in the kitchen. As per the instructions on the sticker, press the lever in, and then pull forward. 

Please take care while using this feature. 

Breakages

Should anything be broken during your stay, or should you find anything broken upon arrival/check-in, please report it to us immediately, so we can remedy, replace or repair it as soon as possible and before the next guests.

Check Out

Check-out time is 10.00 am. Full information on our “Leaving Procedure” can be found at the back of the in-house booklet.

Should you not be able to leave at this time or wish to extend your stay beyond 10.00 am this may be possible. Please contact us 24 hours before departure if you wish to request a later checkout. A late check-out must be arranged in advance and is on an availability basis only (additional fees may apply).  

Coffee Machine:

The apartment has a “Nespresso-style” coffee machine, with a basic supply of pods and milk supplied. Should you run out of either, they must be purchased at your own expense.  

Cleaning:

Staysouth employs its housekeeping team to clean the apartment upon your departure. A specific time is allocated for this. If the apartment is left in an excessively dirty condition, and extra time is required by our housekeepers; your card held on file will be charged at $50+GST per hour. Fees may also be charged if cleaners are required to dispose of surplus or excessive rubbish.

Please note, the apartment is managed by Staysouth, and not Ramada. The Ramada housekeeping staff have zero reasons to provide additional linen, towelling, or provide servicing to your apartment. If any of the above is required, please reach out to us at Staysouth. 

Before departure, you are expected to:

• Wash, dry and put away all/any dishes used
• Leave the apartment in a generally tidy condition
• Dispose of all rubbish (see rubbish section of the compendium)
• Return any furniture to its original position, if moved

Before departure, you are NOT expected to:

• Mop or vacuum floors
• Remove/strip or wash bedlinen or towels (these are professionally laundered off-site to specific hygiene rules)
• Clean the bathrooms

Cooling (Air-Con and Ceiling Fans):

Your apartment is fitted with an air conditioning/heat pump unit in the living area and ceiling fans in the bedrooms. 

Basic operating instructions:

• Press On/Off to start the operation.
• Press ‘Mode’ to select the operation mode. Each press changes mode in the following order:
• AUTO Mode (auto changeover): The unit selects the operation mode according to the difference between the room temperature and the set temperature. During AUTO mode, the unit changes mode (COOL-HEAT) when the temperature is 2°C away from the set temperature for more than 15 minutes.
• COOL Mode: Enjoy cool air at your desired temperature.
• DRY Mode: Dehumidify your room. The room may be cooled slightly. Temperature can not be set during DRY mode.
• FAN Mode: Circulate the air in your room.
• Press + or - to set the temperature. Each press raises or lowers the temperature by 1°C.

The ceiling fans are operated using the remotes found in the bedside drawers in each bedroom. If they don't start straight away, ensure the units are turned on at the wall by pressing the button marked "ceiling fan" once and trying the remote again. 

Cooking

If cooking and creating a lot of smoke or steam; please use the extractor fan above the stove and open all doors and windows to the balcony to prevent activating the smoke/steam alarm siren. If the alarm does go off the Fire Brigade may be called as a suspected fire and any call-out fee/emergency fee will be passed on to you, the guest (this can be up to a value of NZ$1500).

Fire sensors are particularly sensitive to steam and smoke and are easily triggered. We, therefore, ask that you keep bathroom doors closed while showering and until the steam has dispersed. 

Should the alarm be accidentally activated, and in the case where there is NO FIRE - to silence the alarm - find the "Fire Alarm Silence" button on the wall next to the kitchen.  

In the event of a kitchen fire

There is a fire extinguisher located under the sink at the back of the cupboard and should only be used if:

• It's safe to do so considering the size and location of the fire (your extinguisher will only last 10-15 seconds once started).
• You are confident you understand how to use the extinguisher correctly.
• Everyone has been evacuated and accounted for at your safe meeting place.
• Fire and Emergency New Zealand has been called.
• You can safely access and retreat from the fire.

Evacuate the building using the nearest exit. Make your way to the meeting point, which is located on Frankton Road (safely away from the building). Ensure that all in your party is accounted for. 

Please stay at the meeting point until the Fire Brigade have arrived with further instructions.

Damage

The property is furnished with quality, therefore any damage to the property, furnishings, fittings, or chattels caused by guests will be charged to your account. Should you find anything damaged or not working during your stay, please advise us immediately. Failure to do so will deem you to be responsible for the condition of the property on departure.

Dishwasher

Load the dishwasher with dishwashing powder into the tray on the back of the door, NOT liquid detergent. Please be careful not to overload or stack dishes too “high”.

Suitable dishwashing machine powder/tablets are provided. DO NOT USE the dishwashing liquid – if the incorrect product has been used and an error is caused, a technician will be required to drain and reset the machine and the cost to repair will be charged to your account.

When the cycle finishes, the dishwasher automatically opens slightly to release steam. To open fully, you must close the machine and re-open it (this releases the latch). 

Emergencies

For Fire Brigade, Police or Ambulance dial 111 from any phone in New Zealand and select the relevant option.

Entry to Your Apartment

The front door to your apartment is fitted with an electronic door lock. The 4-digit code will have been emailed and SMS’d to you on the day of check-in. Please save this in your phone to ensure there are no unnecessary call-out fees. 

Should you forget your code, please contact Staysouth Reservations (charges may apply if a call-out is required). 

You will also be provided with at least 4x key cards, to be used after 9 pm when the front of the hotel is unmanned and the front door is locked. These cards will also grant you access to the side door of the hotel building and the gym. 

Extractor Fan / Rangehood

Press the power button, and then the + and - arrows to navigate from 1, 2, 3 and B ("B" being the strongest). Once finished, simply press the power button again. 

Fire / Fire Extinguisher

There is a fire extinguisher under the kitchen sink, along with instructions on how to use it. 

In the event of a fire either inside or outside the apartment, dial 111, give them your address (416/24 Frankton Road) and evacuate the building using the nearest exit. Make your way to Frankton Road (safely away from the building). Ensure that your entire party is accounted for. Stay at the meeting point until the Fire Brigade arrived with further instructions.

Please note: An external fire will not set off the smoke detectors.

First Aid

A basic first aid kit can be found in the kitchen.

The closest Medical Centre is located at 9 Isle Street Queenstown. The telephone number is +64 3 441 0500.

The closest hospital is located at 20 Douglas Street, Frankton. The telephone number is +64 3 441 0015.

In an EMERGENCY DIAL 111 from any phone in New Zealand for Fire/ Police/ Ambulance.

Gas Fire / Outside Gas Heaters

To use the indoor gas fireplace, ensure the switch on the wall is turned on (the button should be blue), and then use the power switch on the remote (located in the holster on the wall). 

DO NOT leave the fire on whilst sleeping or when you leave the apartment, and always have a window open for safety and ventilation.

The outdoor heaters are remote controlled, with the remotes found on the bookshelf to the left of the TV. To turn on the heaters, stand in front of the units (the closer to the edge of the balcony the better i.e. not directly underneath the units) and press the on button. From there, select your temperature (low, medium or high). To turn the units off, hit the standby button (you'll see the red heat disappear accompanied by a beep). 

As with the indoor fire, do not leave the units on while sleeping or when you leave the apartment. 

Gym

The gym is located on level 3, and to gain access, simply use one of the hotel key cards provided. The use of the gym is complimentary. 

Internet Access

We offer FREE Unlimited Wi-Fi in all apartments. Your Wi-Fi username and password can be found in your arrival letter and the booklet in your apartment.

For Wi-Fi and internet connection support please call Staysouth on +64 3 442 4420.

Internet usage is to be used for legal purposes only. Should any illegal downloads occur from this property, the lead guest booked at that time will be held fully liable.

Laundry - Washing Machine

• To start, press the power button on the right of the machine. 
• Turn the dial to select the desired washing cycle. 
• Pull out the tray on the left of the machine, and insert to supplied washing powder (into the tray on the left)
• Close the tray, and select the "start" button

Laundry - Dryer

• To start, ensure the water filter tray is empty. 
• Press the power button, and then turn the dial to select your preferred drying cycle. 
• Press and hold the start button to begin the cycle. 
• Remember to empty the water container after each load. 

Should you require dry cleaning, please contact Central Dry Cleaning at 51 Gorge Road or call on +64 3 441 1066.

Lost Property

Please check the apartment thoroughly before leaving. Staysouth will not be responsible for any lost property, money, articles or valuables left behind. Company policy is to return any items to Staysouth head office where, if deemed to be valuable, efforts will be made to contact you to request instruction. Items are generally held for a month and if no instruction is received, the items will either be binned or donated to a local charity.

Noise

Property lines, privacy, and the quiet enjoyment of neighbours are to be always respected, with quiet hours observed between 9.00 pm and 7.00 am each night. Increased occupancy, vehicle traffic, excessive noise, or illegal activity, will result in a $1,000 penalty fee, eviction, and the forfeiture of all prepaid rentals. This penalty fee will be charged either by way of your security bond or to the credit card used to pay for the accommodation.

Please be respectful of other guests staying within the complex. Please report any excessive noise, affecting your stay directly to the Queenstown Council Noise Control at +64 3 441 0499 (24 hours).

Please be aware that should Noise Control be activated or called due to excess noise from your apartment, all associated costs will be passed on to you and your card charged.

Occupancy / Guest Numbers Limited

Staysouth properties have specific occupancy limits and rules of conduct, and these are strictly enforced. The number of adults and children to occupy the apartment must be stated at the time of booking or before check-in and must not exceed the allowed number of guests.

Property boundaries, privacy, and the quiet enjoyment of residents and neighbours are to be respected at all times, with quiet hours observed between 9.00 pm and 7.00 am each night.

Unauthorised extra guests, vehicle traffic, excessive noise, or illegal activity, may result in a $1,000 penalty fee, eviction, and/or the forfeiture of all prepaid rentals. This penalty fee is to be charged either by way of your security bond or to the credit card used to pay for the accommodation.

Oven

Your kitchen is fitted with a Meile oven and microwave oven. To operate, press the power button on the left-hand side of the appliance, and then select "Operating Modes" using the touch screen. From there, select the appropriate function, and the unit will begin pre-heating (at the lowest temperature available). From there, select your desired temperature. 

Parking

You have one allocated parking space at the rear of the building. To access, turn left off of Frankton Road into the Ramada one-way laneway. The space is at the rear of the building, on the right-hand side, and is fitted with a parking bollard. The space is marked with signage showing "416" and the Staysouth logo. 

The parking bollard should be unlocked when you arrive and needs to be laid flat by lifting skyward, and then onto the ground. Please use the parking bollard when you leave the premises, to ensure the space is not taken by an unauthorised vehicle. A key to lock the bollard in place can be found in your apartment. 

Parties & Events

The use of the property for a function, a party, or any other gathering is STRICTLY PROHIBITED. Use of the property for purposes other than a residential dwelling will result in eviction from the property, termination of the booking, forfeiture of all prepaid rentals and a penalty of $5,000 (incl. GST, deducted from the credit card provided upon booking or through legal proceedings).

Power Outage

You may experience a power cut during your stay due to work in the area or a storm. The power is generally not off for long. A torch, matches and candles are located in the kitchen in case of such an event. Staysouth will notify you should we be advised of any planned outages.

Rubbish & Recycling

Guests in apartment 416 do not have access to the rubbish facilities within the Ramada Hotel. If bins are full and need to be emptied, please reach out to us over the phone, and one of our friendly staff members will pop their head in and remove the rubbish.  

Sale of Apartment / Real Estate

From time to time there is an opportunity to purchase an apartment at one of the Staysouth-managed properties. Please contact Management if you would like further information.

Security Bond

Staysouth manages the apartment on behalf of individual owners and does everything possible to ensure their upkeep is maintained at the highest levels. Accidents do happen, but the security bond protects the owner from costs associated with any damage incurred or additional cleaning that needs to be completed during a stay.

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 villa rentals), excessive rubbish to be removed or any damage to the property.

Servicing your Apartment

Staysouth properties are self-catered and self-contained and unless staying for 8 or more nights; servicing during your stay is not included in the overnight rate. Staysouth is happy to provide additional servicing upon prior arrangement, additional costs apply and depend on guests’ requirements - please enquire well in advance as staff availability cannot be guaranteed and contact Staysouth for further information and prices.

Smoking

All Staysouth Properties are strictly NO SMOKING and smoking inside is not permitted in the apartment.

If tobacco odour is noted on check out; Staysouth reserves the right to charge a penalty fee plus any additional cleaning or odour-neutralising costs will be charged to the credit card held on file.

Sound System/Spotify

To play music from your device on Spotify through the internal speakers, follow the below instructions:

• Ensure you are connected to the Penthouse 416 Wi-Fi network
• Open your Spotify app
• Begin playing any music/podcast
• Select the device pairing button on Spotify

• Select from any of the speakers present in the house ("Living Room", for example)
• Please note, the Local Network functionality on your phone must be turned on for the connection to be successful. 

Sports Equipment Storage

Please do not bring any sporting equipment (skis, snowboards, bikes, or golf clubs) into the apartment; they must be left on/in your car. Do not walk on the carpet with wet or muddy footwear, cycling shoes or ski/snowboard boots. They are not to be worn inside under any circumstances.

Stove / Oven

The induction stovetop is only operational when there is weight on the element. This means the pot/pan needs to be on the desired element for it to heat up.

Stovetop Elements

• To start using any one of the elements, press and hold the power button on the touchscreen panel (the button on the very far right of the stovetop).
• From there, simply place your pot or pan on the desired element and then press the + sign on the element you wish to use. It will default to “4” which is a medium heat.
• 9 is the highest heat, with 1 being the lowest.
• Once finished, press, and hold the power button to turn off.
• There are specific cleaning wipes for the stovetop found under the sink.
• Ensure all switches on the stove/oven are turned “off” when not in use.

Oven/Grill

Please ensure: All switches on the stove are turned “off” when not in use.

If the oven is not operating, the clock needs to be reset. This can be done by 

Supplies & Consumables

You will note that initial stocks of some consumables have been provided for your convenience, however, these will not be replenished during your stay.

Television

The television in your apartment is a Smart TV and therefore comes with Freeview and Netflix functionality built in.

We ask that you remember to log out of your Netflix/YouTube accounts upon departure.

Television support

We usually ensure the lounge television is ON and set for your arrival.

Please do not remove the Television from the wall or mount. If it is found you have tampered with the television, the technician repair and call-out fee will be charged to you.

If you are experiencing difficulties; please contact us at +64 3 442 4420 Ext:1 for assistance.

Tradesmen and Service Technicians

If at any stage your apartment needs to be accessed by a serviceman or a tradesman; Management reserves the right to allow access to your apartment. We will make every effort to contact you in advance should this be required.

Please Note: Should a tradesman or technician be required to repair damage incurred by a guest; all associated costs will be the responsibility of that guest.

Use of Outdoor Areas

As Frankton Road is zoned residential, one of the regulations in the resource consent bylaw stipulates the following:

• The outdoor areas shall not be used between the hours of 09:00 pm to 7.00 am
• with the exception of arriving or departing the premises;
• Guests may not use the outdoor areas for congregating, talking/conversing, or socialising between 09:00 pm and 7.00 am.

Failure to adhere to these rules will result in a $150 fine.

Visitors

If you have visitors with their own vehicles, alternative street parking must be found (Penthouse 416 has 1x designated car parking space). 

Waste Disposal

When using the waste disposal ensure the cold tap is running. The switch to turn it on is found in the cupboard under the sink on the right-hand side.

Do not put banana skins, onion skins, bones or anything metal down the unit.

Take care when using and keep children out of reach.

Winter Temperatures / Heating

The living area is equipped with a heat pump and a gas fire.

The bathrooms are equipped with heated towel rails and under-tile heating. 

During winter, we recommend you pull curtains/blinds closed before dark to keep heat “in” and the apartment warm.

Please ensure:  For your safety - no items are placed on or near any heater as overheating could cause a fire.