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Your Property

The physical address for the property is: 51 Thompson Street, Queenstown


Staysouth offers assistance to guests between 9 am and 6 pm 7 days. Our reservations team can be contacted over the phone on 03 442 4420 (extension #1). Alternatively, send us an email:

For emergencies after 6 pm dial +64 3 442 4420 and follow the voice prompts.


Check-out time is 10:00 am.

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 before 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. 

Cooking Hob

If cooking and creating a lot of smoke, please open all doors and windows immediately to prevent the alarm from going off. If the alarm does go off, the Fire Brigade will be dispatched as a suspected fire and the call-out fee/emergency fee up to the value of NZ$1500 fine will be charged to you.

In this situation, please call 111 and advise the street address ‘51 Thompson Street’, your apartment number and let them know it’s not an emergency. The fire officer will come to your apartment to check if the situation is safe.


For each knob, the corresponding burner is indicated. The device is fitted with an electronic ignition. Simply press and simultaneously turn the knob counter-clockwise on the low point flame symbol, until the burner is ignited. Regarding models with valves, push the knob for approximately 2 seconds to keep the flame burning and activate the safety device. The burner might go off when the knob is released.

In this case, repeat the previous steps, keeping the knob pressed for more than 2 seconds.

If one of the elements is not working the most common cause of this is that the cast iron plate was not put back on the element correctly often after cleaning. Check they line up correctly and the spark is not blocked by the cast iron plate. If you can still not get your hob working, please contact Staysouth for assistance.


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.


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. 


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.

If your dryer is located in the cupboard in the hallway, please ensure the light switch is left on as this turns the extractor fan on.

Electric Blankets

Use an electric blanket only to warm the bed. Switch it off before you get in, to avoid overheating. Overheating can be life-threatening, especially for the very young, ill, or elderly.

Putting clothes or other things on the bed while an electric blanket is switched on could cause the blanket to overheat and may start a fire.

Never leave an electric blanket unattended for long periods when it is switched on.


To contact the Fire Brigade, Police or Ambulance in an emergency, dial 111 from any phone in New Zealand.

Entry to Your Apartment

Keys are not required at LakeRidge Queenstown. There is a digital lock on the front door, the code will be sent to you via email and text message on check-in day once the security bond pre-authorisation is in place and the apartment is ready.

To unlock and open the door

Enter the code, when the light flashes green turn the lock knob on the keypad, this will in turn release the lock. Then use the door handle to open the door. To lock the door when leaving the apartment: pull and hold the door closed, enter the code, wait for the light to flash green, turn the lock knob and listen for the lock to “turn”. 

Please note: Should you lose your code and you are unable to gain access to your apartment, please contact Reservations (charges may apply if this is after hours).

Extractor Fan / Rangehood

Pull out the top of the rangehood to engage action, making sure the 2 switches on the unit underneath are switched on.

Fire / Fire Extinguisher

You will find a fire extinguisher under the kitchen sink, along with instructions on how to use it. Smoke alarms are installed in various positions throughout the apartment.

If a smoke alarm is beeping this is the flat battery warning. A spare battery can be found in the kitchen. If the problem persists, call Staysouth on +64 3 442 4420 extension: 1. 

In the event of a fire

Evacuate the building using the nearest exit. Make your way to the meeting point, which is located at the bottom of the driveway, in front of the “LakeRidge Queenstown” sign.

  • Ensure that all of your party is accounted for. The Fire Brigade will be automatically contacted and on their way.
  • Please stay at the meeting point until the Fire Brigade have arrived with further instructions.
  • Please note: Dial 111 if there is a fire outside the apartment, as this will not set off the smoke detectors.
  • Give them the address: 51 Thompson Street, Queenstown, and your apartment number.

First Aid

A basic first aid kit can be found in the kitchen. If serious, the Medical Centre is located at 9 Isle Street Queenstown (+64 3 441 0500).

In a medical emergency, dial 111. 

Garage / Parking

Your apartment has a private garage either around the front of the property or below with internal access. The garage remote will be hanging on the back of the apartment's front door.

Please be considerate when parking in the complex; parking in front of apartment doors is not permitted as this blocks access to other garages.

We ask that the garage remotes remain in the apartment. When left in rental cars, they often end up being left in the vehicles and out at the airport. 

For oversized or additional vehicles, please source alternative on-street parking on Thompson St.

Garage door operation

Hanging inside on the back of the front door is the garage door opener. Please ensure this is left on the hook when you leave (If lost you will be required to pay $200 for a replacement remote control).

Those with internal access to the garages (apartments 1, 2 and 3) have a garage switch on the inside of the apartment in the hallway by the front door. 

Gas Fireplace

There is a gas fire located in your apartment living area. To light the gas fire, there are 3 buttons on the bottom of the fire, press and hold down the button on the right (single flame) to ignite the fire/ Once lit, use the 2nd and 3rd buttons for larger flames.

Press them in and out to turn down the heat or to turn off.

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

Internet Access

We offer FREE Unlimited Fiber in all apartments. Your WIFI username and password can be found in your arrival letter, and by scanning the QR code in the compendium. 

For WIFI and internet connection support please call HEADQUARTERS on +64 3 441 2779

Internet usage at this property is to be used for legal purposes only. Should any illegal downloads occur from this property, the guests in-house at that time will be held fully liable for their actions and any resultant fines that may be incurred.

Multi-Apartment Use

If you have booked more than one apartment across the complex, is it imperative that all guests understand that the items in the apartment belong to that apartment and that apartment's owners.

If any items do go from one apartment to another they must be returned to the apartment they came from. If the operations team need to spend unwarranted time sorting and replacing items from apartment to apartment, this will be charged out at NZ$50 per hour with a minimum of 2 hours charged (deducted from your bond).


Please be respectful of other guests staying at LakeRidge Queenstown. 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 Limitations

The apartments 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 and must not exceed the allowed number of guests.

Property lines, privacy, and the quiet enjoyment of neighbours are to be respected at all times, 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 $1000 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.


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. To reset

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

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 Cut

If you 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. For information on local and scheduled power outages, check the Aurora website. 

Rubbish & Recycling

There are additional rubbish bags under the kitchen sink. The GENERAL rubbish bin is freestanding at the end of the kitchen. The bins under the kitchen sink can be used for recycling. Please empty kitchen rubbish into the large bins situated outside between each row of apartments.

We encourage RECYCLING. In the interests of the environment, we ask you to dispose of glass bottles, cardboard and recyclable plastics (marked 1, 2 and 5) separately in the bins situated outside between each row of apartments.

  • The Blue bins are for clean glass only.
  • The Red bins are for all rubbish/landfill.
  • The Yellow bins are for other mixed recycling (cardboard, plastic (1, 2 & 5) paper, tin, etc).

Please note: All recycling has to be CLEAN - so ensure you rinse everything before you dispose of it in the appropriate bins. If you are unsure do not recycle.

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 apartments on behalf of individual owners and does everything possible to ensure their upkeep is maintained at the highest levels. Accidents do happen, and 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. The exit inspection is to confirm that there are no missing items, that there is no excessive cleaning required, that there is no excessive sorting of chattels etc. between properties, excessive rubbish to be removed or any damage to the property.

Servicing your Apartment

Staysouth properties are self-catered and self-contained unless staying for eight 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.


Smoking inside is strictly not permitted at the apartment.

Please abide by our NO SMOKING policy at all times. All Staysouth Properties are strictly NO SMOKING.

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

Spa Bath / Sink Plugs

If the sink plugs are operated by a lever located behind the tap. Lift the lever to close and push the lever down to open. Alternatively, your sink will have a push plug, once to close it and once again to open it.

The spa bath plug is a standard plug, that fills the spa bath up, once the water is above the level of the jets you can push the button on the top of the bath once for the jets to come on.

The laundry sink has a standard plug.

Sports Equipment Storage

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

Summer Temperatures / Cooling

During the summer months in Queenstown, we can experience anything from mid to high 20°C to the very exceptional day being over 30°C. It can then drop to as low as 5°C with snow on the mountain tops.

Due to the nature of our climate, the properties are not equipped with air-conditioning units, as we spend most of the year warming the apartments up - not cooling them down.

However, if you are experiencing warmer temperatures, we suggest you open windows and allow wind flow where possible. Keep in mind if you open the balcony doors and windows with all the lights on, this will attract insects.

Pull the blinds and curtains to keep the sun out. And turn off any under-tiled bathroom heating and heated towel rails and unnecessary lighting which all produce heat. There are pedestal fans for air circulation – located in your apartment.


The instructions for the All For One remote control for the TV and Sky box should be on the living room coffee table.

If you are having persistent problems and the troubleshooting instructions in the document are not providing you with the desired result, please reach out to the Staysouth reservations team for further assistance. 

Television support

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

Please do not remove the Television from the walls or mounts. 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 the operations team 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 Staysouth 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 LakeRidge Queenstown 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 10.00 pm to 7.00 am except arriving or departing the premise.
  • 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.


If you have visitors with their vehicles please ensure they park in your garage, or on the roadside.

Please Note: Parking in front of the garage or apartment door is prohibited.

Washing Machine

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.

Waste Disposal

When using the waste disposal, ensure the cold tap is running. The switch to turn the system on is found at the end of the kitchen bench. The system is to be used for residual food scraps from nearly clean plates. Banana skins, bones and sizeable food scraps should be put in the bin. 

Take care when using and keep children out of reach.

Winter Temperatures / Heating

Your apartment should be nice and warm when you arrive, please ensure you do not adjust the under-floor heating dial in the switch box located in the hallway above 25°C.

The beds are fitted with electric blankets, and there are individual heaters located in each of the wardrobes.

The bathrooms have underfloor heating, heated towel rails and a wall-mounted fan heater.

Please ensure that no items are placed on or near any of the heaters and that the gas fire is turned off while sleeping, and while the apartment is unattended.