Questions & Answers 

Where do I collect/drop off the keys?

All you need do is arrive! A key will be awaiting you in a secure lockbox - the code is included with final arrival confirmation. You're welcome to call into our office or contact the Goodstays Property Manager Queenstown +64 3 409 0537 or Wanaka +64 3 443 0045 during your stay for questions or information.

Check-in time is from 2pm on the day you arrive. Require an early check-in? We are happy to accommodate where possible subject to availability.

Please email or stating your reservations number.

Can I arrange a late check-out?

Checkout is strictly 10am. Late checkouts are generally not available due to the cleaners scheduled to prepare the property for the next guests. However, if your circumstances dictate a late checkout, this may be possible for an additional charge. Speak to reservations - Again, we'll do our best to help!

Why do I have to pay a security bond?

Our holiday and short term rentals are privately-owned properties, and we do everything possible to ensure their upkeep is maintained at the highest levels. Accidents do happen, but 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 security bond is fully refunded once check-out processes are completed. All our rates are in New Zealand dollars.

We require guests to pay via credit card (Visa or Mastercard) so that the security deposit can be held. However, if you wish to pay for your stay in an alternative manner (for example, by direct bank transfer) then simply contact our team and we'll get this arranged.

Are there concierge-type services, like a hotel?

Our portfolio of properties are cleaned and maintained to a professional, hotel-grade standard, but these are private residences, not a hotel. Please contact us if you need any advice for your stay with us in either Queenstown or Wanaka.

What happens if there’s an emergency?

Goodstays runs an after-hours emergency telephone line for guests in Queenstown

Queenstown: 027 480 9626  Wanaka: 021 143 4443 An emergency constitutes a threat to safety and/or to the property, such as a fire, plumbing or electrical fault. If there is an issue with a non-urgent appliance for example, we ask that you wait until business hours and then contact us to have the problem remedied.

  • Requesting emergency services - dial 111: to request an ambulance, fire fighting services, or the police, the emergency services telephone number in New Zealand is 111.

What happens if I have to cancel my booking/reservation?

Deposits are non-refundable. Cancellations that occur within 30 days of the arrival date will incur the total accommodation cost. For this reason we do recommend guests take out travel insurance, to cover them for any unforeseen circumstances.

We will endeavour to facilitate requested changes to confirmed bookings if possible. Please be aware that changes will incur administrative charges and need to correspond to the same rental season as originally booked. No change can be made within 30 days of arrival.

All Goodstays rates are in New Zealand dollars. (NZD).

Can I get extra keys?

Guests are provided with an access key (via lockbox) and guest keys are in the house for use, thereafter. As our holiday homes are private residences, in general cases additional keys are not available. Goodstays retains master keys in-office for security reasons, tradespeople and cleaners. Lost keys? In the unlikely event that guests lose a key, Goodstays will issue a replacement at an additional charge.

Can I extend my stay?

We will always try to accommodate extensions to your stay, depending on availability of the property.  Please contact us to discuss what options are possible.

Is linen/bedding supplied?

Yes, our holiday homes are all equipped with linen that is professionally laundered and changed by our cleaners.  This includes: all bed linen, bathroom (spa size) towels/hand towels/bath mats, tea towels. Guests are charged a house linen fee that covers all linen for their stay.

Is there a cot (or crib/bassinette) supplied for babies?

Yes, a portable cot (including linen) can be hired through us.  Please ensure you request the need for a cot in the booking request form when making your reservation - we have a limited stock of portacots for hire. 

For casual babysitting and/or a "holiday nanny" service, please refer to our additional services menu.

Will the holiday home be professionally cleaned?

Yes, all our properties are professionally cleaned once guests have checked out. A mid-stay clean can be arranged for an additional charge.

How far in advance can I book?

Generally, we take bookings up to a year (12 months) in advance.  If your circumstances dictate the need for you to make a reservation earlier than this, please contact our Reservations desk: or

Is your site secure for online payments?

Our website is secure for your online credit card payments, yes. Maintaining a safe environment for payments is of the highest priority for us, as well as the software provider that we use to run the Goodstays reservations system.

From our Goodstays software provider: "We are the safe-keepers of our customer's proprietary data, and our methods must never place privacy or security of that data as a second priority. We have implemented a privacy policy for your protection, and we will abide by that policy. "Data privacy and security govern how we build software."

Goodstays PO Box 320 Queenstown / PO Box 301 Wanaka / New Zealand
Goodstays Queenstown - +64 (03) 409 0537 / Goodstays Wanaka - +64 (03) 443 0045 /

Goodstays PO Box 320 Queenstown, Central Otago GST 105-047-103 +64 (3) 409 0537

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