Assistance
Inhouse guests needing assistance, call Staysouth on +64 3 442 4420 and follow the voice prompts (available during office hours which are 9am - 5pm). Alternatively, email us at: admin@staysouth.com.
For after-hours emergencies, please dial the same phone number and follow the appropriate voice prompts.
BBQ
You will find an outdoor BBQ on the lake-facing deck which is free for guests to use. Ensure the gas bottle is connected securely and the gas bottle dial is turned in the "on" direction.
Turn on your desired burner while simultaneously pressing the ignition switch until the element ignites.
BBQ-specific cooking utensils are provided.
When you are finished cooking, please make sure that the BBQ is cleaned using the BBQ wipes and cleaning kit provided.
If the BBQ requires additional cleaning upon your departure, the time taken will be charged against the security bond.
Check Out
Check-out time is 10:00 a.m.
While we can make no guarantees, we occasionally have the availability to offer a late check-out (at an additional cost). If this is of interest, please reach out to us prior to your departure date. Alternatively, we can assist with luggage storage on-site until the early afternoon. Please reach out to our reservations department to assist with the arrangements.
Cleaning:
Staysouth employs its own housekeeping team to clean the property upon your departure. A specific time is allocated for this. If the property 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.
Prior to departure, you are expected to:
- Wash, dry and put away all/any dishes used
- Leave the property in a generally tidy condition
- Dispose of all rubbish (see rubbish section of the compendium)
- Return any furniture to its original position, if moved
Prior to 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/commercial standards)
- Clean the bathrooms
Cooking Hob/Stove
If cooking and creating a lot of smoke, please use the extractor fan above the stove and open all doors and windows immediately to prevent activating the smoke detectors.
Please note that 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.
Damage
All Staysouth apartments are furnished with top-quality chattels, therefore any damage to the property 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 upon your departure.
Dishwashing Machine
Load the dishwasher correctly, and be careful not to overload or stack dishes too high.
Push the on/off switch, select the desired cycle depending on the dirtiness of the dishes and insert the powder/table provided (located under the sink). DO NOT use the dishwashing liquid.
If the wrong product is used or the dishes are stacked too high, the system may malfunction. Any costs associated with remedying technical issues associated with incorrect product use will be charged against the security bond.
Dryer
The washing and drying machines are found in the laundry room, inside and adjacent to the garage.
Push power and then select the appropriate cycle depending on the dampness of your clothing. Before starting the cycle, please ensure the lint filter is empty.
Emergencies
To contact the Fire Brigade, Police or Ambulance in an emergency, dial 111 from any phone in New Zealand.
Entry to Your Property / Front Door
The front door is accessed using the key held in the lockbox to the left of the front door. The code will have been sent to you via email and text message.
The door is not self-locking; please close and lock the door behind you.
We recommend leaving the key in the lock box when you leave to ensure the key does not get lost. After-hours call-outs due to lost keys will result in additional charges.
Extractor Fan / Rangehood
When cooking, please ensure the extractor fan is in use to prevent humidity, smoke and cooking smells from being distributed throughout the apartment.
Fire / Fire Extinguisher
You will find a fire extinguisher under the sink in the kitchen. Instructions on how to use the device, are on the extinguisher.
If a smoke detector/alarm is beeping this is the flat battery warning. A spare battery is in the kitchen, in the bottom drawer right of the pantry. If there is no spare battery, please call Staysouth and a team member will report on-site to resolve.
In the event of a fire
Evacuate the building using the nearest exit. Make your way to the “meeting point” at the road/bottom of the driveway. Ensure that all of your party is accounted for. Call the Fire Brigade on 111 once out of the building and at a safe distance.
Please stay at the meeting point until the Fire Brigade have arrived with further instructions.
First Aid
A basic first aid kit can be found in the kitchen in the kitchen, bottom drawer right of the pantry.
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.
Garage / Parking
Your property has a private garage with internal access. If you have visitors with their own vehicles, or should you require additional parking, you may park directly in front of your garage or alternatively roadside parking is usually free on the uphill side of the road. If your vehicle is too large for either the garage or the allocated driveway parking space, please park roadside.
Please note: Cupboards in the garage are locked and not for guest use.
Garage door operation
Hanging inside the front door is the garage door remote. Please ensure this is left on the hook when you leave as if lost you will be required to pay $200 for a replacement remote. As you enter the garage from the bottom floor of the property, you will find an alternative garage opener fixed to the wall (4 buttons). The button marked with red tape is the button that opens and closes the garage door.
Gas Fireplace
To light the gas fireplace, make sure both switches on the wall to the left of the device are turned on. You will hear the system ignite, and the flames should appear. If the flames do not appear, the system may be low on gas. If this is the case, please contact the team at Staysouth for assistance.
Heating:
The Views and Spa offers underfloor heating in all of the bedrooms, and bathrooms as well as the gas fireplace in the living room.
The temperature of the villa will be set prior to your arrival, allowing for instant comfort from the moment you arrive.
If you find the villa too hot, simply reduce the underfloor heating in each room using the thermostats on the walls.
If using the gas fireplace in the living room, please make you to turn the system off when you are not in the room, villa, or sleeping.
Hot Water
This property is fitted with an electric hot water cylinder. Please note: the quantity of hot water is limited to the capacity of the tank.
InSinkErator
The switch for the insinkerator is found in the cupboard under the sink. Please do not force food scraps down the sink, and only residual plate scraps should find their way into the system. General food scraps should go into the bin, and eventually into the large waste bin in the garage.
If the sink appears to be draining slowly, please contact the team at Staysouth as the system may be blocked.
Internet/Wifi
We offer FREE Unlimited Fiber in all properties. Your WIFI username and password can be found in your emailed arrival letter, and on the menu stand in the property.
Internet usage is to be used for legal purposes only. Should any illegal downloads occur from this property, the lead guest will be held fully liable.
Lost Property
Please check the property 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
Please be respectful of neighbouring guests/residents in the vicinity. Council rules stipulate no outdoor socialising between 10 p.m. and 7 a.m. Please report any excessive noise, affecting your stay directly to the Queenstown Council Noise Control on +64 3 441 0499 – this is a 24-hour service.
Please be aware that should Noise Control be activated or called due to excess noise coming from your property, all associated costs will be passed on to you and your card charged.
Limited Occupancy / Guest Numbers
Staysouth properties have specific occupancy limits and rules of conduct, and these are strictly enforced. The number of adults and children to occupy the property must be stated at the time of booking or prior to 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 10.00 pm and 7.00 am each night.
Unauthorised extra guests, vehicle traffic, excessive noise, or illegal activity, may result in a $1000 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 oven will not work unless the clock is set. If there has been a power cut and the clock is flashing, you will need to reset the clock for the oven to work.
Use the dial on the left-hand side to select the oven function, and use the dial on the right-hand side to select the oven temperature.
Parties & Events
The use of the property for a function or party 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
A large general refuse bin can be found in the garage. There are additional rubbish bags for the kitchen and bathroom bins under the kitchen sink.
Individual glass and plastic/cardboard recycling containers are also found in the garage. If you find that the rubbish is overflowing during your stay, please contact a member of the Staysouth team.
Please note that the bins are collected once a week, and a Staysough representative may appear on-site to put the bins by the road.
Please note: All recycling MUST BE CLEAN - so ensure you rinse everything before disposal. If you are unsure of whether something is recyclable in Queenstown do not recycle it, dispose of it in the red general waste bin.
Sale of Property / Real Estate
From time to time there is an opportunity to purchase a Staysouth-managed property, please contact Management if you would like further information.
Security Bond
Staysouth manages properties on behalf of individual owners and does everything possible to ensure 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-property or villa rentals), excessive rubbish to be removed or any damage to the property.
Servicing your Property
Staysouth properties are self-catered and self-contained 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. Contact Staysouth for further information and prices.
Smoking
All Staysouth Properties are strictly NO SMOKING and smoking is not permitted inside the property.
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.
Spa Pool
When using the spa pool, please use the plastic glassware that is supplied (glassware is forbidden inside the spa pool). Please make sure you cover the spa and secure the lid when exiting the pool, do not leave it open.
Please note: If excess cleaning or draining of the spa pool is required due to soiling/broken glass and or damage; the repair fee will be deducted from the card supplied for your booking.
Sports Equipment Storage
Please do not bring any sporting equipment (skis, snowboards, bikes or golf clubs) into the main house; they must be left on your car or in the garage. Do not walk on the floors with wet or muddy shoes or ski/snowboard boots. They are not to be worn inside under any circumstances.
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 the living room is configured with Freeview and smart television apps such as Netflix and YouTube.
If you use any of the smart apps while in-house, please ensure you log into your private account, and ensure you log out upon departing the premises.
Tradesmen and Service Technicians
If at any stage your property needs to be accessed by a serviceman or a tradesman; Management reserves the right to allow access to your property. You will be notified by email or text message if this is the case.
Please Note: Should a guest damage or break anything in the property requiring a tradesman or technician; all associated costs will be charged to the guest, including false call-outs due to operator error.
Use of Outdoor Areas
As The Views and Spa is in a residential area, the resource consent bylaw stipulates the following:
- The outdoor areas shall not be used between the hours of 10.00 p.m. to 7.00 a.m.
with the exception of arriving or departing the premises;
- Guests may not use the outdoor areas for congregating, talking/conversing or socialising between 10:00 pm and 7.00 am.
Failure to adhere to the rules outlined above will result in a $150 fine.
Visitors
If you have visitors with their own vehicles please ensure they park either in your garage, just in front of your garage or on the road. Please do not use the driveway along the side of the house as this belongs to 6a and will restrict access to that property.
Vacuum Cleaner
There is a vacuum cleaner in the cupboard on the left as you enter the property. You are not expected to vacuum the property on departure, but it is supplied for your use in case required while in-house. The device is only suitable for dry vacuuming, please do not use it for wet substances.
Washing Machine
The washing and drying machines are found in the laundry room, inside and adjacent to the garage.
Make sure the power is turned on at the wall. Put in laundry powder, press power, select stain level, select type of washing, select water temperature and then press start. The type of washing is based on the contents, linen, delicates, wool etc.