Hours: 8.00 am to 8.00 pm


Staysouth Luxury Accommodation Queenstown Over 40 Queenstown apartments & villas with fantastic downtown lakeside or lakeview locations.

Staysouth COVID-19 v202208 Cancellation Policy (Effective for all/any bookings confirmed from 1st September 2022 onwards) The Covid-19 cancellation policy has been introduced to provide flexibility and security for our Guests when booking whilst protecting our property owners booking calendars in these unprecedented and uncertain times. These Special COVID-19 Terms and Conditions apply ONLY to a cancellation caused directly by COVID-19 travel restrictions e.g. border closure or travel not allowed. If cancelling due to any other reason/s standard cancellation policy applies. COVID-19 CANCELLATION POLICY – valid for all stays throughout the calendar year: • Free cancellation up to 60 days prior to check-in • Payment in full required 60 days prior to check-in • Cancellations within 60 days of check-in are non-refundable. • If you are forced to cancel due to the impacts of Covid-19, a credit to the value of money paid will be implemented and valid for 18 months post original check-out date. As all Staysouth properties are privately and individually owned late cancellations have a significant impact. 10% of the total accommodation cost is non-refundable - this equates to half the deposit charged to the credit card received at the time of booking. All cancellation and/or amendment requests must be received in writing via email. Staysouth will acknowledge and confirm receipt of all amendments and cancellations by return email. For cancellations more than 60 days before check-in a cancellation fee of 10% of the total accommodation total applies regardless of the reason for cancellation. This equates to half the deposit and is deducted from the deposit. Any refunds due will only be refunded to the credit card used to pay the deposit or by bank transfer if the deposit was paid by bank transfer. For Example: Booking confirmed: 5 nights @ NZD100 per night = NZD500 Deposit received: 20% of accommodation costs = NZD100 charged to credit card Cancelled: 90 days prior to check-in Cancellation Fee: 10% of accommodation costs = NZD50 Refund: Deposit (NZD100) less cancellation fee (NZD50) = NZD50 refunded to same credit card For cancellations between 60 to 30 days before check-in a cancellation fee of 20% of the total accommodation cost applies regardless of the reason for cancellation. For cancellations between 30 to 15 days before check-in a cancellation fee of 50% of the total accommodation cost applies regardless of the reason for cancellation. The following stay periods are NON-REFUNDABLE if cancelled within 30 days of check-in regardless of the reason of cancellation: 21 December to 04 January inclusive & 25 June to 25 July inclusive. For cancellations within 15 days before check-in a cancellation fee of 100% of the total accommodation cost applies regardless of the reason for cancellation. Any unused nights are considered a no-show or a last-minute cancellation and are non-refundable. No refunds will be given if a guest vacates the property early. For bookings received via the channel (includes all affiliates): The cancellation policy as listed on the and its affiliate site/s and confirmation voucher supersede standard policy and will be applied to your booking. Cancellations and written refund applications received from the lead guest may be considered on occasion. Staysouth at its sole discretion may agree to a partial refund whole refund or credit on compassionate grounds (e.g. family bereavement). Please do not be offended if Staysouth requests proof of the reason for cancellation. Failure to receive relevant VISAs to travel to and stay in New Zealand will not be considered a viable reason for a refund. Amendments: Should you wish to amend your booking; please contact us as soon as possible in writing so we may accommodate your request. Changes are at Staysouth’s discretion and due to availability time of year and/or property owner requests/specifications and may not always be possible. Staysouth reserves the right to charge an administration fee to amend an existing booking. Staysouth can also not guarantee availability for amended dates nor can we guarantee the same overnight rate. Amendments must be received in writing 30 days before the original check-in dates. An amendment refers to: A change of check-in date (must be completed within one year of the original booking’s check-in date) A change to the number of guests the addition/cancellation of extras in the way of baby gear or guest services or housekeeping requirements or a change in the bed configuration selected at the time of confirmation. A guest may transfer and amend booking dates subject to the following conditions: We receive the request in writing and more than 30 days prior to check-in. You pay any/the balance owing on the original booking prior to the booking being amended. If the new booking value is of a higher value to the original booking you will be required to pay the difference at the time the balance of payment would normally be due i.e. 30 days prior to the new check-in date. If the new booking value is less than the original booking no refund will be given. Any amount previously paid towards the original booking will be credited against the new booking. New dates must be notified and availability and rates confirmed at the time of transfer. A change of date is only permitted once thereafter if you require dates to be changed the request will be treated as a cancellation. If a request to change the date of check-in is received within 30 days of the booking’s check-in date this will be considered a cancellation and treatment of this amendment/cancellation is at Staysouth’s sole discretion and may depend on the time of year; seasonality; availability; reason for the amendment etc. Cancellation of Extras: These may be refunded if the following conditions are met: Cancelled more than 24hours prior to check-in or to when the service/extra is required. No costs have been incurred by Staysouth. Staysouth expects to recover all/any costs incurred on your behalf. GUEST TRAVEL INSURANCE & LIABILITY Ltd. highly recommends guests carry Travel Insurance to protect against unforeseen and unexpected changes to travel plans which may cause booking cancellation and/or amendments and to protect the Lead Guest against any charges and costs associated with any damage done to and/or any breakages suffered to the property. Staysouth will make every effort to provide you with any documentation required for a travel insurance claim. DEFINITIONS Cancellations: means the cancellation of all or any number of nights confirmed i.e. it may be the entire booking or it may be some of the nights/parts of the total nights booked. A request to decrease the number of nights of stay is considered a cancellation of those nights now not staying i.e. if booked for 8 nights and you wish to cancel 3 of those nights to now only stay 5 nights – the 3 nights “not stayed” are considered a cancellation.

Queenstown, 9300, New Zealand


Need More Help? Ask Us!

Talk to us, we are the local experts and can help you choose what to do, where to stay and lots more!