Book & Stay With Confidence 

Travel during these uncertain times can be daunting. That's why we want to reassure you that Scenic Hotel Group is here with you every step of your journey. Here's how we are helping Kiwi's travel:

 

Enhanced Cleaning Protocols

We've implemented higher cleaning standards across our group. See below for more info.

 

Flexible Cancellation Policies

Flexible cancellation and booking modification policies are in place across our group.

 

NZ Support Team

Our New Zealand based customer service team are here to help - call 0800 69 69 63

Cancellations & Modifications Due to COVID-19

When you book direct with us you can rest assured that if you can't travel due to a COVID-19 related matter* we will work with you to move your booking to your preferred alternative date; or cancel your booking with no penalties - including when your booking has entered the non-refundable cancellation period, or if you booked a non-refundable rate plan.

Note: Your booking will not be automatically cancelled in our systems so please ensure you contact our Reservations Team on 0800 69 69 63 to cancel or modify your booking. Failure to do so may result in payment being taken on your scheduled arrival date.

* COVID-19 related matters are classified as:

1. You live in a region which has an Alert Level 3 or 4 in place over your booking dates;
2. The hotel you've booked is in a region with a Level 3 or 4 travel restriction in place over your booking dates;
3. You become sick with COVID-19; or you've been identified as a close contact of someone with COVID-19; and/or you've been instructed by the Ministry of Health to self-isolate (a medical certificate or relevant evidence around your inability to travel may be required as evidence).

Flexible Rate Plans & Policies

Our Best Flexible Room Only and Bed & Breakfast rates all have a flexible modification and cancellation policy which means if your plans change for any reason and you notify us by 2pm 24 hours** before you're due to check-in, there will be no charge or penalty. **24 hour cancellation policy applies to all New Zealand hotels except Te Waonui Forest Retreat, which has a 48 hour cancellation policy.

Non-refundable Rate plans

If your booking  was made on a Special Event rate plans (e.g. for high demand dates like concerts or sporting events), the cancellation policy will be applied to all bookings cancelled or modified unless the reason is due to the COVID-19 related matters listed above.

Bookings made via third parties

If you have made your hotel reservation through a third party (e.g. Online Travel Agents like Booking.com, Expedia, retail travel agents or corporate booking services) you will need to submit any modifications or cancellations via the travel agent site or travel agent. Check your booking confirmation documentation for details on how to modify or cancel your booking. 

Scenic Hotel Group - COVID-19 Cleaning Protocols 

All Scenic Hotel Group properties will be applying Level 3 Hygiene Protocols whether their region is under Alert Level 1, 2 or Level 3. If an Alert Level 3 comes into effect any hotels within the region will remain open to essential services but guest facilities like restaurants & bars, gyms, pools/spas and saunas closed.

None of our New Zealand hotels are being used as government managed self-isolation or quarantine facilities.

Level 1-3 Hygiene Protocols

Check-in process:

• All screens and touch points to be sanitised regularly
• Hand sanitiser will be at the reception desk for guests to use
• There will be minimal touch/contact between staff and guests
• All staff are encouraged to wear masks if minimum physical distance cannot be achieved

Check-out process:

• Guests are to leave their room key on the reception counter or in a drop box if available
• Guests will be emailed receipts/invoices rather than be provided a printed copy
• If a guest needs to sign a receipt or invoice, pens will be sanitized after each use

Elevator Etiquette

• It is recommended that only one staff member or guest/ bubble occupy the elevator at any one time
• Rails and buttons to be cleaned hourly

Room:

• Ecolab product is used for the cleaning of all spaces including guest rooms*
• Touchpoints within guest rooms to be fully sanitised after each guest departs, including but not limited to:
  • Room: light switches, power points, door handles, mini-bar frontages, safe buttons, remote control, air conditioning controls, lamps & curtain pulls
  • Bathroom: Walls and floor, around basin taps and shower rose, shower door handle (if applicable), hair dryer handle
• Shower curtains and bath mats (where applicable) to be replaced between guests.
• Top two layers of tissues, and first 10 sheets of toilet paper to be removed and disposed of between each guest
• Toilet brushes will be sanitised between each guest
• The repeat use of collateral in the room (e.g. guest compendium, room service menu etc.) has been minimised
• Guests will receive a welcome email that will include a compendium of hotel services and restaurant menus
• Guests staying more than one night will be asked if they would like their room serviced daily

Leisure Facilities:

• If open gyms will be sanitised every two hours
• Sanitiser will be available for guests in these leisure spaces
• Swimming pools, spa pools and saunas may remain closed whilst pandemic restrictions are in place

Staff Hygiene:

• Staff will be washing their hands every two hours at a minimum
• No staff uniforms are to be worn off site
• No staff will use any guest facility

Food & Beverage:

• An a la carte menu will be available. When guest occupancy is high, a buffet will also be available.
• Where possible, we are following recommended guidelines: a single server, seated guests, and spaced out tables for all our dining areas
• Contact tracing in restaurants to help track patrons not staying at the hotel

Personal Protective Equipment (PPE):

• Staff are encouraged to wear a mask when they are unable to maintain physical distancing requirements. There is a safe disposal method for all used PPE and wipes
• All staff are trained on new risks and hazards
• Guests are encouraged to wear masks/face coverings whilst in public areas of the hotel (e.g. lobby, lifts)

General:

• Markings in the hotel will indicate where you can stand (e.g. at check-in or check-out, elevator waiting area)
• We will continue to follow the NZ Governments 1 metre standard distancing rules where possible.
• Hotels will continue to sanitise public spaces on a regular basis, including reception areas, bathrooms, elevators and stairwells
• Our staff are here to ensure your safety
• If at any stage you have any questions or queries, please do not hesitate to reach out to a hotel staff member

*Ecolab products provide a level of antimicrobial active chemistry in-line with World Health Organisation recommendations for control of the virus that causes COVID-19 (e.g. 1000ppm available chlorine, greater than 60% alcohol). They provide a level of antimicrobial active chemistry that has been demonstrated to be effective in control of similar or more challengingto kill viruses. (e.g. Poliovirus, other Corona viruses, Rhinovirus, Reovirus). On this basis Ecolab has advised that these product recommendations are appropriate for control of the virus that causes COVID-19.

Product Appendix