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Booking Terms | Lake Taupo Holiday Resort
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Lake Taupo Holiday Resort
Terms & Conditions.

Booking Terms & Conditions


Directions

Taupo Bypass - Take CENTENNIAL Drive EXIT, or from Taupo Town Centre turn onto SPA Road at the roundabout by Countdown Supermarket, go past the Bungy Jumping, SPA Road goes straight ahead and continues as CENTENNIAL Drive. We are 300m past AC Baths Thermal Pools and Taupo Events Centre just opposite the entrance to Taupo Golf Club. GPS Co-Ordinates: -38.675367 +176.098506

Reception Hours 

Summer Hours
Saturday to Thursday - 8.00 am to 8.30 pm
Friday - 8.00 am to 9.00 pm
Winter Hours
Sunday to Thursday - 8.00 am to 7.30 pm 
Friday - 8.00am to 9.00pm
Saturday  - 8.00 am to 8.30 pm 

Late Arrivals

If you anticipate arriving outside the above hours, please contact reception. We will arrange late arrival instructions and gate access for you.

Lusty Lagoon Swim-Up Cafe & Bar Hours

Please note: Closing time for Cafe/Bar is subject to patronage and (staffing due to covid) all year

Summer Hours
Monday to Sunday - 11.00 am to 10.00 pm
Winter Hours

Monday to Thursday - 3.00 pm to 7.30 pm 
Friday - 3.00pm - 8.00 pm (subject to patronage - may close earlier)
Saturday Sunday - 11.00 am to 8.00 pm  (subject to patronage - may close earlier)

Temptations Cafe & Ice Cream Parlour Hours 

(Breakfast available from 8.00 am)
Please note: Closing time for Cafe/Ice Cream Parlour is subject to patronage and (staffing due to covid) all year

Summer Hours
Monday to Sunday - 8.00am to 5.00pm
Winter Hours
Monday to Friday - 8.00 am to 10.30 am (subject to patronage - may close earlier)
Saturday - 8.00 am to 5.00 pm (subject to patronage - may close earlier)
Sunday - 8.00am - 1pm (subject to patronage - may close earlier)
Cafe & Bar & Ice Cream Parlour - Payment options available are - Eftpos, Cash, and Room Charges (a valid credit card must be provided and sighted in Reception before this becomes an option.) If you are given a Buzzer for an order, please do NOT take these into the water as they are NOT waterproof.  

Pool Hours 

Open for swimming from 8.00 am to 9.00 pm. Please remember to bring your own pool towels.

Water Slides

Open from 9.00 am - 7.00 pm (subject to patronage - may close earlier)
Rules for slide use (Failure to comply will result in removal from pool area)
ONE person per slide, NO TRAINS, Go on GREEN traffic light ONLY, Feet first ONLY, NO pool toys, 120kg maximum weight, and 1.2metre tall. For your safety - No running up the stairs. Move away from the slide exit immediately and no climbing on Slides. Parents must be supervising children at all times in the pool/waterslide area.

Family Movie Nights

Playing on our large screen in the Pool Area each evening at 4.30 pm in Winter and 12.00 pm and 5.00 pm in Summer. Sporting Events may also play.

Please read these Conditions of Entry into the Pool area.

Our pools are for registered guests only. Visitors are only at the discretion of management and a Day Guest Pass must be purchased and available for inspection at all times. White towels in the resort rooms are NOT for pool use.

YOUR SAFETY IS PARAMOUNT.

Please follow these basic rules to help keep you and other pool users and visitors safe. By using the pool complex you agree to follow these rules. We don’t wish to offend but you may be asked to leave if these conditions of entry aren’t followed. This includes the use of WATER SLIDES. Please follow all STAFF instructions and signs

Customer hygiene:

To reduce the risk of water contamination, please follow these basic hygiene measures. Use a toilet and wash your hands, and shower before entering the pool. Use appropriate swimwear only. Tell staff immediately if there has been a fecal incident in the pool and follow their instructions.

Children:

Parents, Teachers, and caregivers must pay close attention to the children in their care. All children under 17 years must be actively supervised by a caregiver 18+ years, who can give immediate help and be within an arm’s length of their supervisor. Please check children are toileted regularly to minimise accidents happening in the pool. Children in nappies must only use waterproof swimmer nappies, available for purchase from Reception and the Pool Bar/Cafe. Please check the nappies regularly. Children under 18 years found unaccompanied will be removed from the pool complex. The police may be called if the child’s parent or caregiver cannot be located.

Food and Beverages:

Due to the pool complex being a licensed area PLEASE do not take any food, drinks, water, or water bottles (especially glass) into the pool complex. FREE drinking water is available from the Bar, Cafe, and from the water fountain in the complex. We serve breakfast, lunch, dinner, and great local coffee and Beer. The café/bar hours are available above.

No Lifeguards:

There are No Lifeguards on duty at any time, Parents are responsible for their own children at all times. Pool attendants are only on-site over the Christmas/New Year holiday period (late December/early January). If you are not a good swimmer, please do not dive in, or go over your head. Walk in from the shallow beach by the top bar or use the steps. It is essential for pool users and visitors to follow our acceptable behaviour guidelines and pool rescue and emergency procedures. 

Code of Behaviour:

Your behavior counts. There are CCTV cameras operating in the facility to monitor pool use and the safety of patrons and possessions. Please respect our facility, our staff, and other pool users, and mind your language. Nobody is to swim while under the influence, or impaired by alcohol or drugs. No smoking or vaping is permitted anywhere in the pool complex including the changing facilities and toilets. Please go outside the complex if you want to smoke or vape. Inappropriate, anti-social, and boisterous behaviour is not acceptable, and the pool users or visitors concerned may be required to leave the pool complex. We don’t allow running around the pools, tag games, pushing, fighting, jumping around the pools, climbing on, or diving in the Grotto Cave. Check the depth of the pool and gradients before jumping or diving in. Pool users who cannot swim must not go in over their heads. Only approved aquatic toys are to be used in the pools, no boogie boards, surfboards, kayaks or underwater equipment. Please do not take approved aquatic toys into the Grotto Cave. Remember prolonged exposure to the sun can be dangerous if you are not protected by sunscreen or protective clothing, so remember to apply sunscreen regularly. For your privacy and the privacy of others, mobile phones and cameras must not be used in the changing rooms. We reserve the right to remove them and place them in a secure location while the owner is using the pool complex, and if appropriate call the police. 

Reporting:

If you feel unsafe, or intimidated by another patron, or see suspicious behavior, please report this immediately to the uniformed bar staff who will take over responsibility.

Grotto Cave:

For your safety, do not use the Grotto Cave alone. A minimum of two pool users one at least 18+ years are required to use the Grotto Cave. The Grotto is four meters deep. NO diving off Cave.

Pool rescues and emergencies:

Please follow the emergency procedures displayed around the pool complex. Emergency equipment is located around the pool, with a Life ring by the Toilet Building, and a Reach Pole by the Big Screen. First aid kits are located in the Bar/Café or Reception. If there is an accident or emergency, assess the situation. Give immediate assistance, but only if required urgently. Call uniformed bar staff for help who will take over responsibility, and who will call emergency services if necessary. In case of an emergency situation please leave the pools in an orderly fashion and go to the emergency assembly points (i.e. playground or tennis courts) and await further instruction from uniformed bar staff or management.

Visitors 

We understand that you may like to share your experience with family & friends. We do not wish to offend but due to the popularity of the pool and our facilities at certain times, we may not accept visitors, due to guest numbers onsite. If we do have availability, ALL visitors will be required to purchase a Day Guest pass, this is for ALL visitors, sorry NO exceptions. To comply with LTHR Health & Safety regulations ALL VISITORS are required to register at reception. Guests with non-registered visitors may be asked to leave without a refund. (Guest Visitor pass is subject to availability and LTHR discretion)

Please note that these passes are not available over Peak Season, Public Holidays (such as Easter, Christmas, Labour Weekend, New Year, etc), and Event weekends. These may change and are subject to management discretion. Due to Covid there are NO Day Guest passes at present, this will be reviewed in May 2022.

Room Charges

We offer Room charges within the Resort at the Café/Bar or Shop with a valid credit card as security on your reservation. Sorry, No Debit cards. Room charges can be paid at Reception on departure, failure to pay on departure will result in the charges being taken from your credit card. If staying as a group, the credit card number given as security is responsible for all charges against the reservation unless advised otherwise.

Check-in Times - for sites and accommodation

Accommodation - Check IN is AFTER 3 pm and Check OUT is by 10 am
Sites - Check IN is from 1 pm and Check OUT is by 10 am

Accounts

A deposit of the first night’s tariff per unit/site booked, is required to confirm all reservations during low/mid season. During the High/Peak Period 2 nights deposit is required to confirm bookings. Balance of accounts are payable before arrival, see your confirmation for deposit due dates. Payment must be made for the full-time booked. No reduction for early departure or late arrival. 

Credit Card Fee

There is a 2% card fee when paying by credit card.

A minimum stay period/tariff apply on weekends, events, public and school holidays.

(Standby rates may be available - subject to availability on the day) All tariffs are reviewed yearly. Management reserves the right to alter tariffs without notice. Units/Sites are allotted at the discretion of management, who reserve the right to alter if necessary or cancel tenancy at any time. Low, Mid, High, and Peak season dates will change from year to year. Please confirm with the reservation department which season your reservation falls into. Reservations are a contract between Lake Taupo Holiday Resort and the person named on the reservation and is not transferable to any other person. This means that the named person must occupy the unit/site booked for the duration of the contract and is ultimately responsible/liable for all occupants and visitors’ behaviour and damage. For group bookings, this means one person is ultimately responsible/liable for group behaviour and damage.

Site or Room Selection

If you request a specific room or site to be locked "Do Not Move" (i.e to be next to your friends), a site lock fee will be applied to your reservation which is $5.00 per day. You can also choose a specific site or room online, availability choice is subject to other guests' site lock.

Christmas Eve & Christmas Day (24/25 December)

***Special Reception Hours*** We close early on Christmas Eve at 6.00 pm as Santa comes to visit the resort.
Check-ins are  NOT available on Christmas Day.
We will have limited staff during this time and appreciate your patience. Please check if you are booking during this time as times may change and we may need to arrange a late arrival for you.

Damage and Smoking in rooms

Management will charge additional costs for damages, breakages, and/or additional cleaning required to resort property.

Conduct & Noise

No Noise after 10.00 pm or before 7.00 am. The only exception is New Year’s Eve, which is at 1.00 am. If management considers your noise to be excessive or offensive to other guests, you will be asked to turn it off or down before curfew. To ensure all our guests have a great holiday, we expect common sense and consideration to be shown at all times, to other guests, staff, and management. Management reserves the right to refuse admission to any person and to remove from the resort any person who, which in their opinion, does not conduct themselves in a decent and reasonable manner. No refund will be made in such circumstances. LTHR is a family holiday destination and has strict rules regarding partying, excessive drinking, and excessive noise. Therefore anyone wishing to make a reservation for a group of persons not deemed to be a legitimate family group or couple must have an adult, parent, or official guardian present for the duration of the stay. The reservation will only be accepted in the name of the adult parent or official guardian and this person will be held fully responsible for your group.

Group Bookings

A $1000 bond is required for all group bookings. Reservations are a contract between LTHR and the person named on the reservation and is not transferable to any other person. This means that the named person must occupy the unit/site booked for the duration of the contract and is ultimately responsible for all occupants and visitors. For group bookings, this means one person is ultimately responsible/liable for group behaviour and damage. Management will charge additional costs for damages, breakages, and/or additional cleaning required to resort property.

Villa Bookings

A $500 bond is required for all Villa reservations. Reservations are a contract between LTHR and the person named on the reservation and is not transferable to any other person. This means that the named person must occupy the unit booked for the duration of the contract and is ultimately responsible for all occupants. For Villa bookings, this means one person is ultimately responsible/liable for behaviour and damage. Management will charge additional costs for damages, breakages, and/or additional cleaning required to resort property.

Electrical WOF & Tent RCD Lead

Vehicles using power sites must have a current electrical Warrant of Fitness (WOF) & certification. Tents must have the correct Tent RCD lead which can be bought from camping shops etc.

Sorry No Pets

Lake Taupo Holiday Resort is a pet-free holiday Resort.

Cancellation & Refund Policy


Cancellation Policy

All cancellations must be emailed to stay@laketauporesort.co.nz - no phone cancellations are accepted. In the event of a cancellation, the following will apply to all monies paid: 

Covid 19 Cancellation  

For existing reservations that cannot proceed due to NZ Government Covid Protection Framework:
If there is a Government mandate (lockdown) preventing you from travelling to/from your local area/region:
We will hold the monies paid towards your affected reservation in your guest account for 12 months from the date of cancellation.
Your new reservation dates will need to be within 12 months of the date of cancellation.

If you are confirmed positive with Covid-19 or someone immediately connected to you is confirmed positive, as a MoH determined close contact and you are directed into self-isolation:
A fee of $25.00 will apply and all remaining monies paid towards your affected reservation are held in your guest account for 3 months from the date of cancellation.
Your new reservation dates will need to be within 3 months of the date of cancellation.

In the case of a cancellation request for a Covid-19 related amendment on personal grounds, guests may be requested to provide a medical certificate to confirm the medical grounds on which the request is based.

Rebooked dates are subject to availability, tariff season change, and minimum stays.
Please be aware the price for your new reservation could be at a different price due to different seasons and dynamic pricing, the new tariffs will show on your new confirmation.
If you are not able to advise your new dates within the time allocated for your cancellation, as outlined above, then your credit will be lost.
All re-booked reservations under this policy are non-refundable if cancelled again (subject to management discretion on a case by case basis).
Please note that this policy does not cover cancelled events or any other parties in your group booking wanting to cancel.

For Direct Bookings with LTHR: Low/Mid Season

- No refund will apply for cancellations within 14 days of arrival. - Cancellations outside 15 days of arrival will be refunded less $25 administration fee per site/room cancelled.

For Direct Bookings with LTHR: High/Peak Season, Public Holiday & Event weekends

- No refund will apply for cancellations within 42 days of arrival. - Cancellations outside 42 days of arrival will be refunded less the $25 administration fee per site/room cancelled.

NOTE: If you want to know what season your booking falls under, please email Reception or check the date for your final deposit payment on your reservation - this date will either be 15 or 42 days before arrival so you can work out if it is during low/mid or high/peak period. (for groups this will be 60 days)

Group Bookings Direct with LTHR

- No refund will apply for cancellations within 60 days of arrival.
- Cancellations outside 60 days of arrival will be refunded less $25 administration fee per site/room cancelled.
- Balance of accounts is payable 60 days prior to arrival. Payment must be made for the full time booked. No reduction for early departure or late arrival. 

For Online Travel Agent Bookings (e.g.Booking.com, Agoda, Expedia etc)

The deposit and cancellation policy will apply from the website you booked through as you have agreed to those terms and conditions when making your Reservation.

Alterations & Amendments

Reservations are a contract between Lake Taupo Holiday Resort and the person named on the reservation and is not transferable to any other person. This means that the named person must occupy the unit/site booked for the duration of the contract and is ultimately responsible for all occupants and visitors. Alterations can be made, before your non-refundable cancellation date, subject to availability, and may require a unit/site change. An administration fee of $25 will apply. Once a reservation is confirmed a modification fee of $25 per night will apply to any reductions in nights, if the modification is accepted by management. Management reserve the right to cancel a reservation if the alteration reduces the reservation below minimum requirements and cancellation penalties will apply. Alterations to the number of guests require management approval. No refund will be made should guests alter or leave for any reason before their reserved departure date. Accommodation and sites are allocated at the discretion of management who reserve the right to alter if necessary or cancel tenancy at any time. Deposits can not be transferred from the person named in the reservation.

Privacy Policy


This Privacy Policy describes how your personal information is collected, used, and shared when you visit our website (the “Site”).

ENGAGEMENT

Depending on your actions we may collect the following personal information, including information about you:

  • Name and other Contact Information

  • Location

  • Interactions with us or the Site

  • Device/Browser information

  • Billing or Purchase information

COMPLIANCE

We request and collect your personal information in order to:

  • Help us improve and optimise the Site

  • Assess the success of our marketing and advertising campaigns

  • Process your bookings of purchases through the Site

  • Send you a reply from a contact form submission or newsletter signup

Providing some information is optional. If you choose not to enter a certain type of information, we'll be unable to provide certain services to you.

DATA SHARING & BEHAVIOURAL ADVERTISING

We share your Personal Information with Google Analytics to help us understand how our visitors use the Site.

You can read more about how Google uses your Personal Information here and you can also opt-out of Google Analytics here.

We also use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you.

You can opt-out of targeted advertising via the following links;
Facebook Opt-Out, Google Opt-Out, Bing Opt-Out, LinkedIn Opt-Out.

Additionally, you can opt-out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal. For more general information on cookies and how to disable them, see Cookies and You.

YOUR RIGHTS

You have the right to ask for a copy of any personal information we hold about you, and to ask for it to be corrected if you think it is wrong. If you’d like to ask for a copy of your information or to have it corrected, please contact us.

Cookie Policy


What Are Cookies

As is common practice with almost all professional websites this site uses cookies, which are tiny files that are downloaded to your computer, to improve your experience. This page describes what information they gather, how we use it, and why we sometimes need to store these cookies. We will also share how you can prevent these cookies from being stored however this may downgrade or 'break' certain elements of the site's functionality.

For more general information on cookies and how to disable them, see Cookies and You.

How We Use Cookies

We use cookies for a variety of reasons detailed below. Unfortunately in most cases there are no industry standard options for disabling cookies without completely disabling the functionality and features they add to this site. It is recommended that you leave on all cookies if you are not sure whether you need them or not in case they are used to provide a service that you use.

Disabling Cookies

You can prevent the setting of cookies by adjusting the settings on your browser. Be aware that disabling cookies will affect the functionality of this and many other websites that you visit. Disabling cookies will usually result in also disabling certain functionality and features of this site.

The Cookies We Set

Email newsletters related to cookies
This site offers newsletter or email subscription services and cookies may be used to remember if you are already registered and whether to show certain notifications which might only be valid to subscribed/unsubscribed users.

Booking processing related cookies
This site offers e-commerce and payment facilities and some cookies are essential to ensure that your booking is remembered between pages so that we can process it properly.

Forms related cookies
When you submit data to through a form such as those found on contact pages cookies may be set to remember your user details for future correspondence.

Third-Party Cookies
In some special cases, we also use cookies provided by trusted third parties. The following section details which third-party cookies you might encounter through this site.

This site uses Google Analytics which is one of the most widespread and trusted analytics solutions on the web for helping us to understand how you use the site and ways that we can improve your experience. These cookies may track things such as how long you spend on the site and the pages that you visit so we can continue to produce engaging content.

Third party analytics are used to track and measure usage of this site so that we can continue to produce engaging content. These cookies may track things such as how long you spend on the site or pages you visit which helps us to understand how we can improve the site for you.

From time to time we test new features and make subtle changes to the way that the site is delivered. When we are still testing new features these cookies may be used to ensure that you receive a consistent experience whilst on the site whilst ensuring we understand which optimisations our users appreciate the most.

As we are a business it's important for us to understand statistics about how many of the visitors to our site actually make a booking and as such this is the kind of data that these cookies will track. This is important to you as it means that we can accurately make business predictions that allow us to monitor our advertising and product costs to ensure the best possible price.

The Google AdSense service we use to serve advertising uses a DoubleClick cookie to serve more relevant ads across the web and limit the number of times that a given ad is shown to you.

We also use social media buttons and/or plugins on this site that allow you to connect with your social network in various ways. For these to work we will set cookies through our site which may be used to enhance your profile on their site or contribute to the data they hold for various purposes outlined in their respective privacy policies.