A compulsory cleaning fee applies to all Stay Mackenzie properties.

Our cleaning team generally commences servicing properties from 10.00am on the day of departure. Standard departure cleaning includes cleaning bathrooms, wiping kitchen and household surfaces, vacuuming and mopping wet floor areas.

Cleaning products and basic cleaning equipment are supplied for guest use during the stay if required.

Guests are expected to leave the property in a tidy condition upon departure. This includes:

• Removing and disposing of all rubbish and food items
• Washing, drying and putting away dishes
• Leaving kitchen areas reasonably clean and tidy

Where a dishwasher is provided, guests are requested to run the dishwasher with sufficient time remaining prior to departure to allow dishes to be emptied before check-out.

Our cleaners are not responsible for sorting excessive rubbish, disposing of large quantities of food, or washing excessive amounts of unclean dishes left behind by guests.

Failure to leave the property in a reasonably tidy condition may result in additional cleaning charges being applied to the guest.

For booking purposes, an infant is defined as a child aged between 0–11 months inclusive.

Nightly tariffs are generally based on 1–2 guests. Additional guest charges may apply thereafter and vary depending on the individual property policy.

Guests must not exceed the maximum occupancy stated on the property listing or booking confirmation at any time during the stay.

Pitching tents, accommodating additional guests in campervans, or connecting campervans to the property power supply is strictly prohibited unless prior written consent has been obtained from Stay Mackenzie.

Minimum night stay requirements may apply during event weekends, statutory holiday weekends and school holiday periods. Guests are encouraged to enquire with Stay Mackenzie prior to booking where applicable.

It is Stay Mackenzie policy not to accept bookings for groups consisting of individuals under 18 years of age. This restriction does not apply to families travelling with children or legitimate work-related group bookings. Stay Mackenzie reserves the right to request proof of age from any guest at any time. Guests unable or unwilling to provide suitable identification may be refused occupancy or asked to vacate the property.

The person making the booking must be part of the group staying at the property unless otherwise agreed in writing by Stay Mackenzie. Where the booking holder does not personally stay at the property, they remain fully responsible for all obligations under these Terms of Stay, including any actions, conduct, damages or breaches committed by members of their group or invited guests.

While we endeavour to ensure that our homes are clean and healthy, we must point out some issues to consider if you are hyperallergic.

We live in an Alpine Village that is surrounded by woodland forests and waterways. This environment comes with an abundance of wildlife including mice, beetles, flies, moths etc, so the occurrence of these pests and critters is sometimes unavoidable.

The best way to avoid any pests and insects bothering you during your stay is to avoid leaving any food products or biodegradable materials out and uncovered, always turn off any unnecessary lights in your home when you are not using them, close doors and windows before dusk and wipe all surfaces after use.

Protect yourself and your family by making sure you use repellent where necessary and seek medical attention if a serious reaction occurs.

Some of our homes are rated Pet Free. This does not necessarily mean a complete absence of animal hair/fur etc. so please contact our office staff to discuss your requirements.

Many of our homes do not permit pets. Compliance with this policy is essential for health reasons, including allergy management for future guests.

Should management discover that a guest has breached the no-pets policy in a property where pets are prohibited, management reserves the right to immediately evict the guest without refund. The guest will also be responsible for all costs associated with returning the property to “pet free” status. These costs may include, but are not limited to:

• Full cleaning of the property at the published cleaning rate
• Steam cleaning of upholstery and soft furnishings
• Laundering of all bedding, including duvets, blankets and pillows
• Stain and odour removal from carpets, floor coverings and curtains
• Any additional remedial cleaning required

For homes where pets are permitted, a pet bond may apply. Guests are responsible for ensuring that all pet faeces are removed from the property prior to departure.

Should animal hair, odour, staining or damage be identified during the post-stay inspection, the guest will be liable for any costs associated with remedial cleaning, repairs or damage caused by pets during their stay.

Guests wishing to travel with pets must contact our office prior to booking to discuss their requirements and suitable property options.

Smoking/Vaping

Electric Vehicle Charging Terms

None of our homes meet the Work Safe requirements for charging EV’s. Please do not charge your EV from the house/property. There is an EV charging station located behind the Twizel Event Centre (opposite 64 Mackenzie Drive) and in front of the Musterers Hut Cafe at 20 Ruataniwha Road.

Electric Vehicle Charging Terms

1. Penalties for Unauthorized Charging:
   Unauthorized charging of EVs may result in additional fees or penalties, including but not limited to:
   • A charge to cover increased electricity usage.
   • A fine for breaching the property’s usage terms.
2. Liability for Damages:
   Guests will be held liable for any damage caused to the property’s electrical systems or infrastructure due to unauthorized EV charging.

Guests are liable for any damage caused to the property or its contents during their stay. We ask that guests inspect the property upon arrival and report any existing damage or maintenance concerns to Stay Mackenzie as soon as possible.

By confirming a booking, the guest acknowledges and agrees that they are personally responsible for any loss or damage to the property, whether accidental or intentional, caused by themselves or any person associated with their booking. Any costs associated with repairs, replacement, additional cleaning or remedial work may be charged to the credit card provided at the time of booking.

Should house keys be lost during the stay, the guest will be responsible for all associated replacement costs. This may include replacement keys, locksmith call-out fees and, where deemed necessary for security reasons, replacement of locks.

Guests stay at the property at their own risk. Stay Mackenzie accepts no liability for injury, loss or damage to guests or their personal belongings where circumstances arise outside of our reasonable control, including but not limited to natural events, weather conditions, wildlife, power outages or other unforeseen events.

Stay Mackenzie operates a zero tolerance policy in relation to excessive noise, parties and disruptive behaviour.

Noisy parties, gatherings or events are strictly prohibited. This includes, but is not limited to, 21st birthday parties, hen parties, stag nights and similar celebrations. Guests are expected to respect neighbouring properties and maintain reasonable noise levels at all times, particularly during evening and overnight hours.

Should complaints be received from neighbours, security providers or authorities regarding excessive noise, disturbance or breach of peace, Stay Mackenzie reserves the right to issue an immediate penalty fee of $100.00. Continued disturbances or serious breaches may result in guests being evicted from the property without refund.

Any large gatherings, including birthdays, weddings, conferences or similar events where the number of people attending at any one time exceeds the advertised occupancy of the property, must receive prior written approval from Stay Mackenzie management before the booking commences.

Please note when planning your trip that Stay Mackenzie operates a self check-in process.

Guests may arrive any time after 3.00pm on the day of arrival. Late evening arrivals are not a problem, as detailed check-in instructions and key collection information will be emailed to guests the day prior to arrival.

We recommend guests carefully read the arrival instructions before travelling to ensure a smooth and stress-free check-in experience.

Check-out time is strictly prior to 10.00am on the day of departure.

Late check-outs are only available at the discretion of Stay Mackenzie management and are subject to availability. Approved late check-outs will incur a fee of $50.00 per hour or part thereof.

Guests requesting a late check-out must contact Stay Mackenzie prior to arrival to discuss availability and obtain approval. Unauthorised late departures may result in additional charges being applied.

Payments are securely processed through Resly Pay. Resly Pay protects all customer and credit/debit card information using industry-leading security systems, secure servers and high-level encryption technology. Stay Mackenzie Ltd does not store or transfer any credit or debit card information directly. All payment data is transmitted securely via Resly Pay servers.

At the time of booking, guests are required to provide valid Visa or Mastercard credit/debit card details. Where a booking is made within 30 days of the intended arrival date, full payment is required at the time of booking. A booking confirmation will be issued once availability has been confirmed and payment has been successfully processed.

All bookings must be paid in full no later than 30 days prior to arrival. Outstanding balances will be automatically charged to the credit/debit card supplied at the time of booking, and a receipt will be forwarded to the guest upon payment.

Please note that only Visa and Mastercard credit/debit cards are accepted. A 3% card surcharge applies to the total booking cost.

Minimum stay requirements and/or deposit conditions may apply during peak periods, public holidays, long weekends or special events. Guests are encouraged to enquire prior to booking where necessary.

In the event that any account remains unpaid, including accommodation charges, cleaning, damages, additional services or other incidental costs, Stay Mackenzie reserves the right to charge the credit/debit card provided at the time of booking. Where necessary, unpaid accounts may be referred to a debt collection agency and all associated recovery and collection costs may be added to the outstanding balance.

All pricing includes Goods and Services Tax (GST), including nightly accommodation tariffs, booking fees, cleaning charges and any additional services.

In accordance with Inland Revenue Department (IRD) requirements effective from 1 April 2024, GST applies to all components of Stay Mackenzie accommodation bookings, including nightly accommodation rates.

If you wish to cancel your booking for any reason more than 30 days prior to the arrival date, you will receive a full refund of any monies paid.

If you cancel within 30 days of the arrival date, modify your booking within this period, or fail to arrive for your stay (no-show), no refund will be provided and you will remain liable for the full amount of the original booking.

Should you choose to shorten the length of your stay within 30 days of arrival, you will still be responsible for payment of the full original booking period. Guests are therefore encouraged to carefully select their travel dates before confirming their reservation.

Transfers between properties are only permitted 30 days or more prior to the arrival date. Any request to transfer to another property within 30 days of arrival will be treated as a cancellation of the original booking and subject to the cancellation policy outlined above. Please choose your property carefully before booking.

All bookings remain subject to cancellation by Stay Mackenzie due to unforeseen circumstances outside of our control, including but not limited to the sale of the property, long-term tenancy arrangements, maintenance issues, or other events affecting the availability of the accommodation. In such cases, Stay Mackenzie will endeavour to relocate guests to an equivalent property where possible. However, we cannot guarantee that alternative accommodation will be available. Any monies paid may either be transferred to a new booking or refunded in full.

Force Majeure

Cancellations resulting from unforeseen events beyond the reasonable control of Stay Mackenzie may be assessed on a case-by-case basis. Such events may include, but are not limited to, extreme weather events causing road closures, earthquakes, government restrictions, Covid-19 alert level changes, natural disasters, or other events preventing travel to the region.

Where a refund is approved under these circumstances, guests acknowledge that Stay Mackenzie reserves the right to retain fees relating to administration, processing and professional services already incurred.

Guests will receive an email at approximately 2.00pm (14:00 NZ time) on the day prior to arrival containing their check-in instructions, including the property address, key collection details and access information.

Please ensure that your contact email address is correct at the time of booking and check your spam or junk folder if the email has not been received by late afternoon.

While every reasonable effort will be made to assist in locating and retrieving lost property, Stay Mackenzie accepts no responsibility or liability for items lost, stolen or left behind by guests during or after their stay.

Any items recovered from a property will be retained for a period of one month from the departure date. After this time, unclaimed items may be disposed of or donated to charity at the discretion of Stay Mackenzie.

Guests are responsible for arranging and covering any costs associated with the return or courier of recovered items.

Twizel is located in an alpine environment and, as such, weather conditions can be changeable and unpredictable at times.

During the winter months, snowfall is possible. Main roads are generally cleared quickly and there is usually no cause for concern. However, private driveways are not typically cleared during snow events. In the event of forecast snow, guests may wish to park their vehicle closer to the roadside where practical. Please do not park on the road itself during snowstorms, as this may prevent contractors from safely clearing the streets. Snow events in Twizel are generally short-lived and occur infrequently.

Severe frosts can also occur and may result in frozen water pipes during particularly cold conditions. To help prevent this, guests are requested to keep heating operating at all times during cold weather, with a minimum recommended temperature of 18°C, and to leave internal doors open where possible to allow warm air to circulate throughout the property, including bathrooms and bedrooms.

If water pipes do freeze during your stay, please turn on a cold water tap that can be safely monitored while you are at the property, such as a bath or laundry tap, and allow time for the pipes to thaw naturally as temperatures rise during the day. If water supply has not returned by 3.00pm, please contact the Stay Mackenzie office and we will do our best to assist. Please do not leave taps running if you are leaving the property unattended.

Please note that refunds, discounts or compensation are unlikely to be provided for disruptions caused by weather events or other natural conditions outside of Stay Mackenzie’s control.

While Stay Mackenzie endeavours to ensure that all appliances, amenities, utilities and services within each property are operational and maintained to a high standard, we do not guarantee that all products and services will be uninterrupted, continuously available or fault free at all times.

Should an appliance, utility or service become faulty during a guest’s stay, Stay Mackenzie will make every reasonable effort to arrange repair or replacement as promptly as possible. However, due to the limited trades and service availability within our region, immediate resolution may not always be achievable.

Guests acknowledge that events outside of Stay Mackenzie’s reasonable control, including but not limited to severe weather, power outages, internet interruptions, water supply issues, equipment failure or unforeseen electronic breakdowns, do not automatically entitle the guest to a refund, discount or compensation.

Refunds or relocation assistance will generally only be considered where a property becomes unsafe or entirely uninhabitable, and Stay Mackenzie is unable to relocate the guest to alternative accommodation of a comparable size and standard.

These Terms of Stay constitute the entire agreement between the guest and Stay Mackenzie and supersede any prior discussions, representations or agreements relating to the booking and occupancy of the property.

All prices and charges are quoted and payable in New Zealand Dollars (NZD).

Stay Mackenzie is a New Zealand owned and operated business.

Any failure or delay by Stay Mackenzie in exercising or enforcing any right, remedy or provision contained within these Terms of Stay shall not constitute a waiver of that right or provision.

If any provision of these Terms of Stay is found by a Court or other authority of competent jurisdiction to be invalid, unlawful or unenforceable, that provision shall be deemed severable and the remaining provisions shall continue in full force and effect. The parties agree that any invalid provision should be interpreted, where possible, in a manner that best reflects the original intention of the parties.

Should guests be required to vacate the property prior to the scheduled departure date due to a breach of these Terms of Stay, no refund will be provided and the guest will remain liable for payment of the full original booking period.

All guests are welcome at Stay Mackenzie properties.

If you experience Covid-19 symptoms and receive a positive test result during your stay, we kindly ask that you notify us by email as soon as possible. This allows Stay Mackenzie to implement appropriate cleaning and health procedures to help minimise the impact of Covid-19 and maintain a healthy and safe environment for our staff, contractors and incoming guests.

Changing These Terms and Giving Notices