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COVID-19 Policy

BELOW IS OUR UPDATE AND POLICY REGARDING COVID-19 AND UPCOMING TRAVEL.

We ask that you send any cancellation requests in writing through to reservations@goodstays.co.nz; we will respond within 24-48 hours.

For travel impacted by COVID-19 travel restrictions, any reservations can be deferred with Goodstays for use on travel within 12 months from the date of your original reservation. Reservations that are affected within the 14 day period after the final balance has been paid will have the option of a refund minus the 25% non-refundable deposit, or can choose to select new dates (subject to availability and pricing). Reservations cancelled outside of the 14 day balance due date are not applicable for refunds for the 25% non-refundable deposit, guests will however have the opportunity to rebook new dates and if affected by Covid-19 all amendment fees will be waived.

 

Credit provided to guests in lock down through 2020 that were unable to travel can apply for extensions on the use of their credit outside of 12 months and will be considered upon application from the guest, based on their specific circumstances. As circumstances may change, we ask that you only contact us to request an extension closer to the end of the 12-month period. Goodstays will endeavour to remain as flexible as possible for all deferred or credited reservations.

For cancellations of reservations unaffected by COVID-19 restrictions, our standard Terms and Conditions apply.

 

THIRD-PARTY PLATFORM RESERVATIONS

If you have booked through AirBnB, the AirBnB Extenuating Circumstances Policy applies. If your reservation falls outside of this policy, the standard Strict cancellation policy applies. 

If you have booked via an Expedia/HomeAway platform and your arrival is outside 60 days, you will have paid a deposit or fee of between 3-12% directly to the platform used, but no payment to Goodstays. As per the Expedia/HomeAway cancellation policy, reservations cancelled at least 60 days before the start of stay will receive a full refund of this fee. 

You will need to contact us to cancel the reservation before Expedia/HomeAway can process the refund. In normal circumstances, Expedia/HomeAway endeavour to process the refund within 5-7 working days, however due to unprecedented volume, we have been advised these refunds may now take a few weeks to process. Should you wish to enquire regarding your fee refund, please contact your reservation platform directly.

 

Further to the above and to ensure that Goodstays is in a position to meet your requirements and fulfil the provision of the travel services, we will continue to monitor how we can further expand our terms & conditions to accommodate all guests.

Should you have further questions on these options and how they affect your reservation, please contact us.

 

Stay safe and be kind.

We look forward to hosting you across the Southern Lakes again soon.

 

 -The Goodstays Team