ACCESS TO THE PROPERTY WHILE GUESTS ARE IN RESIDENCE
Any Staysouth representative may enter the property at any time. We will make every effort to advise you (via email and/or phone), with as much notice as possible, of any planned visit.
Should a contractor, serviceman or technician be required to access your property to make repairs, read meters or conduct urgent maintenance and/or Health and Safety checks while you are in residence; you must allow such persons i.e. Staysouth, Body Corporate or local government contractors access. Staysouth will make every effort to advise you (via email and/or phone), with as much notice as possible, of any such planned visit/s.
GUEST, BODY CORPORATE, LOCAL GOVERNMENT & HOUSE - RULES & POLICIES
Lead Guest, their guests, fellow occupants and invitees agree to comply with all Terms and Conditions, Guest Rules, Local Government Rules, Body Corporate Rules, House Policies and any Property Owner or Staysouth specific rules applicable to the Property.
You undertake and agree to look after the Property and ensure it and its furniture, fixtures and fittings are not damaged and should they be damaged whether it be accidental, wilful, malicious, illegal or in any other way, you will be liable to return or replace the item/s damaged.
Callout Policy: Costs will be incurred should you, your guests or invitees activate a security alarm or damage or misuse appliances or electronics resulting in a serviceman or Staysouth callout. Any repair costs and/or callout fees will be charged to the credit card held on file.
Carpet Cleaning Policy: In the event of carpet/upholstery stains being found which require professional cleaning, Staysouth reserves the right to charge the Lead Guest a minimum of NZ$150 + GST to restore the fabrics back to a reasonable standard.
Lost Property, Left Behind Items: Staysouth will hold for 1 month any lost property/personal items found at the Property upon guests’ departure. Upon request, and on condition NZ Post rules are observed, Staysouth is happy to mail any lost property to a contact address provided. A minimum fee of NZD50+GST plus postage and packaging applies.
Staysouth accepts no liability for any left-behind items. Staysouth will not collect, keep or return any underwear, soiled or dirty clothes/items, soiled/dirty children's toys/blankets/clothes/equipment, food, toiletries, cosmetics, perfume or alcohol left behind upon your departure.
Noise & Outdoor Socialising Policy: All Staysouth Properties are bound by Queenstown District Council Regulation and all guests and their invitees must observe the following:
Nuisance and Inconvenience Policy: Guests or their invitees causing excessive noise or inconvenience to others by way of increased occupancy, vehicle traffic/parking, or illegal activity may result in a penalty fine, eviction and the forfeiture of all prepaid rentals. These costs will be charged to either a credit card held on file or deducted from the Security Bond held.
Staysouth will not be liable nor pay, remunerate or compensate the Lead Guest, guests or invitees for any inconvenience caused by neighbours or works or construction being carried out or power outages or water shut-downs in the common areas of the Property, neighbouring buildings, roads or anywhere else beyond Staysouth’s control.
Parking and Vehicle Policy: Most Staysouth Properties have either their own private garage or parking bay in a communal garage or driveway – suitable for a standard-sized car. Most are not suitable for vans, campervans, trucks or any vehicles taller than 2 metres. You may only park vehicles in the Property’s designated parking bay/garage and must ensure other properties’ access and parking is not compromised. Parking in front of garages is not permitted at any Staysouth Property situated in a multi-unit complex.
Some properties’ Body Corporates have strict and specific parking rules - please see your Property’s Compendium for more details.
If your vehicle does not fit in the Property’s designated parking bay or garage, you must find alternative parking. Staysouth will not be liable nor pay, remunerate or compensate the Lead Guest, guests or invitees for any inconvenience caused by a Property having parking unsuitable to your needs.
Parties and Events: All Staysouth properties have a ZERO party policy. Small/intimate events may, at Staysouth’s sole discretion, be permitted. Staysouth must approve in writing any such events. We will advise any additional costs and additional terms and conditions associated with such permitted event at the time approval is granted.
Pet Policy: Most Staysouth properties have a strict NO PET policy, however, should you be travelling with a Pet or registered Assistance or Service Animal, please enquire directly with Staysouth as to whether it is allowed or not. Staysouth can advise Property-specific policy, rules and regulations and any guest obligations at the time. Please be aware, that you will be liable for any damage caused to the Property and/or any additional cleaning required upon your departure from the Property.
Property Suitability Policy: Each Staysouth Property is privately and individually owned and as such may have unusual features, limited accessibility, or potentially dangerous conditions. It is the guests’ responsibility to review all property details, amenities, specifications and unique characteristics, including environmental conditions, to verify prior to booking that the property you have chosen is suitable. Guests with mobility challenges or those travelling with children are specifically advised to discuss concerns or requirements with our reservation team as you cannot change properties upon arrival and if not suitable and cancelled you will not be entitled to any refund.
Public or Statutory Holiday Policy: Surcharges may apply to departures and any additional services (e.g. meet and greet, housekeeping/servicing, pantry stocking, concierge services etc.) requested on Public Holidays. Staysouth Office and General Reservation Phone Support is closed on public & statutory holidays.
Inhouse Guest support is always available via our emergency telephone extension if there is a problem at the Property.
Staysouth Hours of Operation & Phone Support Policy:
Office Hours: 9 am to 5 pm, Monday to Friday. (Closed Saturday, Sunday, Public and Statutory Holidays)
General Reservation Phone Support: 8 am to 8 pm, Monday to Sunday (+64 3 442 4420, follow voice prompt). This service may be limited on Public and Statutory Holidays, and a call-back service may be in operation.
Urgent/Emergency Afterhours Inhouse Guest Phone Support – 8 pm to 8 am, Monday to Sunday (+64 3 442 4420, follow voice prompt). Inhouse Guest support is always available via the emergency telephone extension if there is a problem at the property or outside General Reservation Phone Support hours.
Voicemail and Call Back Service: Should the Staysouth phone not be answered immediately, please leave a voicemail message - ensure you clearly state your name, the Property (and unit number) you are staying in and your return phone number to allow us to return your call in a timely manner. Your phone number is not shown to us if our phones are diverted.
Rubbish Policy: Each Staysouth Property or complex has its own Rubbish Policy. Please check your Property’s Compendium for Property-specific information on procedure and policy.
New Zealand adopted a no single-use-plastic-bag policy effective 1st July 2019. Please be mindful of our landfill and recycling options and help us to preserve and protect our environment.
Queenstown has three types of rubbish collection and your Property’s outdoor bins will be labelled:
Smoking Policy: All Staysouth Properties have a strict NO SMOKING policy. Many have a blanket no-smoking policy anywhere on common/complex-wide property – see property compendium for more information, rules and regulations.
STAYSOUTH COST & FEE GUIDELINE
The following is a guideline of Staysouth fees which may be charged for breach of The Rental Agreement. These may be charged, at Staysouth’s discretion and amounts are intended as a guideline only:
UNFORESEEN CIRCUMSTANCES, FORCE MAJEURE, ISSUES BEYOND STAYSOUTH’S CONTROL
Staysouth, at its discretion, may choose to relocate guests to an alternative property, or cancel any booking in the event of Force Majeure, if the property has become unsafe for any reason or any other unforeseen circumstance beyond Staysouth’s control. Staysouth will not be liable for any loss or damage sustained by the guest due to any of these situations or from such relocation or cancellation.
INSURANCE & LIABILITY – PROPERTY, CONTENTS & MANAGEMENT, BREACH OF AGREEMENT
The Lead Guest must ensure nothing is done to compromise or adversely affect either the Property Owner or Staysouth’s insurance over the property and its furniture, fittings and general chattels.
In the event a claim to cover damage or breakages caused by a guest is made against the Property Owner or Staysouth’s insurance policy; the Lead Guest is liable for any excess.
When using facilities or equipment at the property including but not limited to jacuzzi baths, spa & swimming pools, bicycles, kayaks, dinghies, motorbikes and barbeques and regardless of who owns them, guests and visitors must follow instruction, safe operating procedure and do so at their own risk. Staysouth and the Property Owner accept no responsibility for any injury, damage or loss whatsoever. Children must always be supervised and are the responsibility of the Lead Guest.
Staysouth.com Ltd. does not accept any responsibility or liability for acts of omission or misrepresentation by third parties and third-party websites that may prevent, disappoint or disrupt a guest’s booking and stay at a Staysouth property.
All information and descriptions listed on any and all Staysouth owned websites are believed to be accurate and are offered in good faith. On occasion and due to circumstances beyond our control; certain features or facilities may not be available and for this we accept no liability. Every effort has been made to describe the property accurately and supply and provide what has been described on our website and we do not accept any liability if the property does not meet guest expectations.
Staysouth and the Property Owner accept no responsibility for any issues and inconvenience arising from situations/conditions beyond the boundary of the Property. Staysouth will make every effort to advise in-house guests of any known and pre-scheduled maintenance works required in the property itself or in the property’s building, however, neither Staysouth nor the Property Owner accept any responsibility or liability for these works.
Staysouth accepts no liability where a guest’s booking and/or stay is affected by 'force majeure'. In the context of these terms and conditions, 'force majeure' is any event that we could not, even with due care, foresee or avoid. Staysouth shall not be responsible for any disruption or delay to the Property rental in the case of force majeure or conditions beyond our control.
The Lead Guest indemnifies Staysouth and the Property Owner in respect of any costs incurred as a result of their, their guests’ or invitees breaching the terms and conditions listed herein and Staysouth is authorised to debit such costs to the credit card held on file.
The Lead Guest is responsible for all losses, breakages, damage or destruction to the property – including direct and indirect costs relating to damage caused to the property or its contents.
Guests’ personal effects, vehicles and/or vehicle contents are not covered under Staysouth or the Property Owner’s insurance, and guests solely responsible for these and as such must carry their own insurance to cover these. Staysouth and the Property Owner accepts no responsibility for loss or damage to guests’ or any visitor’s personal effects, vehicles and/or vehicle contents arising out of or in connection with the use of the property, the property’s driveway and parking or any common areas.
The Lead Guest is responsible for all their guests and invitees abiding by the property’s house rules, Body Corporate rules and regulations; local Council laws, rules and regulations and is responsible for any fines incurred and/or any charges arising from actions of third party.
HEALTH & SAFETY
Use of Staysouth’s services are solely at the Lead Guest’s risk. Every effort has been made to ensure all Staysouth properties and their contents meet New Zealand legal Health and Safety requirements, however, we make no representation and give no warranty of any kind in relation to the Property, product, equipment or services featured at the property or on our website/s.
Staysouth, the Property Owner and the Lead Guest will comply with their respective obligations under New Zealand’s Health and Safety at Work Act and its associated Regulations, Codes of Practice, Guidelines and Fact Sheets in discharging their obligations under The Rental Agreement.
COMPLAINTS & DISPUTES
All guests acknowledge that Staysouth represents the Property Owner and any complaint or dispute that a guest may have with respect to the Property is a dispute between the Lead Guest and the Property Owner. Staysouth will not represent the guest in any such dispute.
Should any complaint from or dispute between either Staysouth or the Lead Guest arise; the parties agree to meet (either at Staysouth offices, by telephone or by email) to discuss in good faith a resolution by negotiation.
Should a resolution not be agreed in such a meeting; the following process and provisions apply:
Neither Staysouth nor the Property owner accept any responsibility for any disturbances to the Lead Guest, any guests included in the Lead Guest’s booking or to any visitors arising from work being carried out beyond the boundary of the Property and shall not be liable for any compensation or refund arising from any such disturbance, whether due to road works, construction, utility providers/servicemen, Body Corporate contractors or any other nuisance, annoyance or inconvenience outside Staysouth or the Property Owner’s control. No guest payments may be deferred or withheld by reason of any such disturbance and must be paid as they fall due.
All parties acknowledge that circumstances can occur resulting in certain facilities or services being unavailable as a result of maintenance requirements, health and safety concerns, weather conditions or accidents. In such cases neither the Property Owner nor Staysouth will be liable for the loss or unavailability of any service or any action taken by any person or authority outside Staysouth’s control affecting such service or facility’s availability.
NO WAIVER, PARTIAL AGREEMENT INVALIDITY
GOVERNING LAW, NOTICES & ADDRESS FOR SERVICE
CONSEQUENCES OF BREACHING THE RENTAL AGREEMENT
You, your guests and any invitees’ occupancy and rental of the Property may be terminated with immediate effect with the forfeiture of all/any monies paid if you are found to be in breach of any Terms, Conditions, Rules or Policies specified within The Rental Agreement.
A breach may also result in the forfeiture of the Security bond held against the Property.
STAYSOUTH, HOUSE, LOCAL GOVERNMENT & BODY CORPORATE POLICIES
Additional Guests/Occupancy Limitations - Each Staysouth property has specific occupancy limits, which are strictly enforced. The number of adults, children and infants to occupy the property must be stated at the time of booking and before check-in and must not exceed the allowed number of guests. Staysouth, at its sole discretion, reserves the right to charge a penalty fee and evict all guests with the forfeiture of all monies paid, should you be found to have more than the booked/agreed number of guests staying at the Property. Any penalty fees or additional costs will be charged to the credit card held on file.
Age of Guests - Any Guest making a booking must be over 25 years of age and all/any guests unaccompanied by a parent or guardian must also be over 25 years of age.
Lost Property - Staysouth accepts no liability for any left behind items. Staysouth will not collect, keep or return any underwear, soiled or dirty clothes/items, soiled/dirty children toys/blankets/clothes/equipment, food, toiletries, cosmetics, perfume or alcohol left behind upon your departure.
Agreement: All guests agree to be bound by Staysouth.com Ltd’s terms and conditions by paying the deposit, accommodation charges and security bond (if applicable), either directly to Staysouth or through a booking agent. If booked through a booking agent, all guests are required to authorise the release of their credit card details to Staysouth and authorises Staysouth to charge such credit card for additional cleaning, damage, emergency outcalls and associated collection costs. A confirmed booking acknowledges that both the Lead Guest and Staysouth have accepted the Rental Agreement with all its terms and conditions listed herein.
Booking Amendment: means a change of check-in date, a change to the number of guests, the addition/cancellation of extras in the way of baby gear or guest services or housekeeping requirements or a change in the bed configuration selected at the time of confirmation. It does NOT mean a change of property or a change in the number of consecutively booked nights of stay.
Cancellation: means the cancellation of all or any number of nights booked i.e. it may be the entire booking or it may be some of the nights/part of the total nights booked. A request to decrease the number of nights of stay is considered a cancellation of those nights.
Force Majeure: include but are not limited to war, threat of war, riot, civil commotion or strife, hostilities, industrial dispute, natural disaster, fire, flood, volcanic eruption, acts of God, terrorist activity, nuclear disaster, adverse weather, landslide, earthquake, government action, blockade, sabotage, insurrection, technical or computer problems, telecommunications delay or malfunction, or transportation failure or delay or the acts, rules, regulation orders or directives of any governmental body or similar cause beyond Staysouth’s control which prevents Staysouth performing its obligation under The Rental Agreement.
Lead Guest/You: The Lead Guest must be an occupant of the Property for the duration of the booking and is the person in whose name the rental booking is made. The Lead Guest is responsible for all other occupants of the Property for the duration of the rental booking/stay and all references to the Lead Guest, by implication mean all occupants of the Property for the duration of the rental booking. You means the Lead Guest and or any occupants of the Property.
New Zealand Public/Statutory Holidays: Christmas Day; Boxing Day; 01 and 02 January; Waitangi Day; Otago Anniversary Day; Good Friday; Easter Monday; Anzac Day; Queen’s Birthday; Labour Day.
Property: The house/apartment/villa/townhouse/duplex/hotel room/motel room/bed & breakfast/flat/unit – and any other type of Property available to rent through Staysouth.com Ltd. the property includes the building and any land associated with it, the building’s furniture, fittings and fixtures, appliances and the use of any rights of access, paths, driveways and drive entrances, any common areas and any other items included in the rental of the Property for the tenant/guests’ enjoyment of the Property and for which use can be granted by Staysouth.
Property Owner: is the registered owner/proprietor of the Property rented by the Lead Guest
Reasonable Wear & Tear: is the reasonable deterioration of or damage to the Property that can be foreseen when it is used by a reasonably careful person and when the Property is being used in accordance with its purpose. Non-expected damage, or damage which renders the Property unusable is not reasonable wear and tear.
Staysouth/We: means Staysouth.com Ltd. and is the registered Manager and authorised representative of the registered Property Owner.
Terms & Conditions: mean and include these Terms and Conditions and Guest Rules, House Policy and Local Authority/Body Corporate/Government Regulations listed herein and which make up The Rental Agreement, and which include and extend to any Letter of Offer, Quote, online Booking Confirmation email and correspondence as well as any additional special or extra-ordinary conditions imposed on the Lead Guest by Staysouth.