Lake Taupo Holiday Resort
Terms & Conditions.

COVID Vaccination Certificate Policy

Covid 19 Policy - Government Traffic Light System

Please rest assured that we are committed to the safety of all our Guests and the Lake Taupo Resort Team. We are committed to working with you to make any adjustments to your reservations, in line with the required NZ Government Covid-19 restrictions. We continue to keep the safety and wellbeing of our Guests and team at the forefront of our thinking. Our COVID-19 Policy has been developed to keep all guests informed about what we are doing in response to the COVID-19 Pandemic. Lake Taupo Holiday Resort is committed to providing a safe, clean, and enjoyable Holiday Resort for all our guests and team over the Summer Holidays.

With the New Zealand Government announcing the Covid Protection Framework or ‘traffic light system’ to manage COVID-19 in the community, Lake Taupo Holiday Resort has decided that COVID-19 Vaccination certificates (CVCs) will be an entry requirement for all guests aged 16 years old and over, including employees and contractors, effective 10 December 2021. This decision will be reviewed on 30 April 2022.

If the Government mandates 12 years and over must be vaccinated to stay this could be applied to Reservations after Waitangi Weekend in Feb 2022. A risk assessment has been done and this decision has not been made lightly and is due to the high numbers of guests that visit from all corners of NZ, and the congregation areas around our swim-up bar and facilities.

In addition, this allows us to put in place the highest available levels of control to protect our Guests & Team and to meet our legal obligations under the Health and Safety at Work Act 2015.

The well-being and safety of our Team and Guests are our top priorities.

If you cannot find the information you are looking for below, please email us for assistance.
Our standard reservation terms and conditions will apply, except for the following changes.

Vaccination Certificate Requirements

FULL COVID-19 VACCINATION CERTIFICATE REQUIREMENTS FOR ALL GUESTS 16 years and over for Reservations FROM – 10th December 2021 until 30th April 2022.

As per NZ Government Covid Protection Framework, Lake Taupo Holiday Resort will operate with a “No Vaccination Certificate = No Stay” policy for all guests, visitors, staff, and contractors aged 16 years and over. This policy will apply due to the high volume of Guests in the Resort until the review date on 30th April 2022

From 17th November 2021, the government will be providing eligible New Zealanders with a NZ Government Digital Vaccination Certificate as proof of full vaccination.

The Reservation holder is responsible to ensure that all guests in their Reservation/s (16 years & over) are fully vaccinated and can provide the required proof of NZ Government Digital Vaccination Certificate prior to their stay and on arrival. There will be no refunds if any of your Reservation occupants 16 years and over fail to supply a CVC on arrival. (proof of ID is also required) The card issued at the time of vaccination will not be accepted as proof.

Children under the age of 16 years old at the time of their visit will not be required to show proof of vaccination (but proof of age may be required for example birth certificate, passport).

If you or a member of your group are unable to get a vaccination for medical reasons, you will be required to show proof of your government-approved exemption.

Wrist bands will be issued once your CVC has been scanned by staff on arrival to all guests aged 16 years and over which must be worn for your entire stay and returned on check out (a bond will be charged if not returned). Guests under the age of 16 years will receive a wristband of a different colour, without the need to provide a CVC, which must be worn for your entire stay and returned on check out (a bond will be charged if not returned). Infants do not require a wristband. Please be assured that all information provided will remain private and secure.

Your honesty, co-operation, and kindness will ensure we can all make the most of Summer at the Lake.

QR Code Scanning

Scanning the QR code and registering all guests on arrival at Lake Taupo Holiday Resort is mandatory for contact tracing requirements

Social Distancing

Please follow requests for social distancing and mask-wearing as determined by the alert levels throughout the duration of your stay.

Hand Hygiene

Proper and frequent handwashing and the use of sanitisers will help combat the spread of any viruses.

Guest Rooms

We use cleaning and disinfecting protocols to clean rooms after guests depart and before the next guest arrives.

Shared Spaces

We have increased the frequency of cleaning and disinfecting of our communal areas. High contact points and frequently used communal areas are disinfected several times a day. We kindly ask you to consider your fellow Guests and our team by wearing a mask where you are unable to maintain 1-meter social distancing.

Reception, Shop, Temptations Cafe & Lagoon Bar

PLEASE... Only ONE person from your family or group to be in the queue for Check-in at Reception and when ordering from the Shop/Cafe/Bar.

Masks are mandatory when checking in and when ordering from the Cafe or Bar and dealing with the staff.
(For the Lagoon Swim-up Bar in the pool - no mask is required but please keep 2 metre distance and move away from the bar once you have your order to allow the next guest to order)

Masks are not required in the pool when swimming. Please self-police your bubble with these protocols
This is to ensure adequate social distancing and sanitising can take place between guests.

Respect for Our Staff

We kindly ask that all guests holidaying at Lake Taupo Holiday Resort show respect to all staff by following the guidelines set out in the COVID–19 Policy. Abusive behaviour towards staff or deliberate non-cooperation will result in your booking being cancelled with no refund. "The Whole world is short-staffed, please be kind to those that showed up"

COVID-19 'No Vaccination' Cancellations

We understand that not everyone wishes to be vaccinated against Covid-19. If you are not vaccinated and you have a booking with us between the 10th December 2021 and 30th April 2022, please contact us by email.
Our COVID-19 cancellation policy will apply, with a guest credit of 12 months.
Some special circumstances may apply to some bookings.
Please appreciate we will only be accepting cancellations by email. Please email your cancellation to stay@laketauporesort.co.nz.
Including details and whether or not you would like the money paid to remain in your guest account or request a refund - if applicable.
If you have booked through a Third Party OTA like Booking.com or Expedia, you will need to cancel through them.

COVID-19 'Travel Restricted' Cancellations

For existing bookings that cannot proceed due to NZ Government Covid Protection Framework imposed 'localised lockdown' restrictions at the time of your booking dates:
We will hold the monies paid towards your affected booking in your guest account for 12 months from the date of cancellation.
Your new booking dates will need to be within 12 months of the date of cancellation
Rebooked dates are subject to availability, tariff 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 12 months, as outlined above, then your credit will be voided.
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 does not cover cancelled events.

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 - 8.00am to 8.30pm
Friday - 8.00am to 9.00pm
Winter Hours
Saturday to Thursday - 8.00am to 6.30pm
Friday - 8.00am to 7.30pm

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 all year

Summer Hours
Monday to Sunday - 11.00am to 10.00pm
Winter Hours
Monday to Thursday - 3.00pm to 7.30pm
Friday to Sunday - 10.00am to 8.00pm

Temptations Cafe & Ice Cream Parlour Hours

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

Summer Hours
Monday to Sunday - 8.00am to 5.00pm
Winter Hours
Sunday to Friday - 8.00am to 10.30am
Saturday - 8.00am to 3.00pm

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 8.00am to 9.00pm. Please remember to bring your own pool towels.

Family Movie Nights

Playing on our large screen in the Pool Area each evening at 4.30pm in Winter and 12.00pm and 5.00pm 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.

Customer hygiene:

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

Children:

Parents, Teachers, and caregivers must pay close attention to 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, 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 pool users and visitors 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 or 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 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 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 emergency situation please leave the pools in an orderly fashion and go to the emergency assembly points 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 Years etc) and Event weekends. These may change and are subject to management discretion.

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 nights’ tariff per unit/site booked, is required to confirm all reservations during low/mid season. During 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.

Minimum stay period/tariff apply in 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 6.00pm as Santa comes to visit the resort. Christmas Day we have limited opening hours (9.00am - 11.00am then 4 - 6.00pm) this is to allow everyone some time with family at this special time of year. We will have limited staff on 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 10.00pm or before 7.00am. The only exception is New Year’s Eve, which is 1.00am. If management considers your noise to be excessive or offensive to other guests, you will be asked to turn if 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 guest, staff and management. Management reserves the right to refuse admission to any person and to remove from the resort any person, 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.

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 in writing/emailed to stay@laketauporesort.co.nz - no phone cancellations accepted. In the event of a cancellation, the following will apply to all deposits paid:

Covid 19 Policy

COVID-19 'Travel Restricted' Cancellations
For existing bookings that cannot proceed due to NZ Government Covid Protection Framework imposed 'localised lockdown' restrictions at the time of your booking dates:
We will hold the monies paid towards your affected booking in your guest account for 12 months from the date of cancellation.
Your new booking dates will need to be within 12 months of the date of cancellation
Rebooked dates are subject to availability, tariff 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 12 months, as outlined above, then your credit will be voided.
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 does not cover cancelled events.

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 $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 your:

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
Asses 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 sites 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 the this site.

The Cookies We Set

Email newsletters related 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 solution 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.

Lake Taupo Holiday Resort Terms & Conditions.