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 may result in payment being taken on your scheduled arrival date.
* COVID-19 related matters are classified as:
- You live in a region which has an Alert Level 3 or 4 in place over your booking dates;
- The hotel you've booked is in a region with a Level 3 or 4 travel restriction in place over your booking dates;
- 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