Book with Confidence
We are operating throughout all NZ/Auckland lockdown levels, to provide accommodation, where it is deemed essential. Please contact us if you have any questions or to discuss your purpose of travel.
To give you confidence in booking with us for future stays, we have implemented the following Covid-19 friendly practices:
- 24/7 Contactless check-in
- 24/7 Customer care
- Relaxed Covid-19 cancellation policy
- Cleaning standards and products in line with latest Government Covid-19 standards. We use an industry leading product to protect our high-touch apartment surfaces, more information on the product can be found here.
Covid-19 Declaration
As many of our properties are located in shared residential buildings in which you will have access to shared public spaces, we are committed to keeping other residents and our communities safe. In booking and staying with The Urban Butler we would appreciate that you disclose to us (from the time of making your reservation through until 3 days after check-out) if any of the following are applicable:
- You are experiencing Covid-19 symptoms
- You have received a positive Covid-19 test result in the last 14 days, or are awaiting the result of a Covid-19 test
- You have been identified as a close contact of a positive Covid-19 case
- You have been identified as having been at a location of interest and are required to self-isolate or monitor your symptoms.
Any information that you do share with us we will not disclose to any other parties without your consent.
Depending on a positive disclosure for any of these questions we reserve the right to amend or cancel your booking, however we will communicate and work with you on the best solution.
Covid-19 Cancellation Policy
If a New Zealand government Covid-19 restriction means it is illegal for you to travel and stay in our accommodation for the dates you had originally booked, we will hold the value of your booking to be used as a credit within twelve months of your original check-in date. This includes individual restrictions that may be placed on you due to needing to isolate because of receiving a positive Covid test or being identified as a close contact.
This credit will be the value of the income we receive from your booking, so (if applicable) will be less any channel fees incurred.
This policy only covers situations where a government Covid-19 restriction prevents your travel – it does not extend to cover situations where you choose not to travel due to a possible Covid-19 outbreak, or individual situations such as (including, but not limited to):
- Cancellation or postponement of flights due to Covid-19.
- Failure to meet travel criteria (for example, getting a pre-departure test).
- Where an event you were due to attend is cancelled but you are still able to travel.
Cancellation Policy
All bookings made through an online booking platform will be subject to the cancellation policy displayed on the platform at the time of booking. The following cancellation policy applies to bookings made directly with The Urban Butler, or on The Urban Butler website.
Unless otherwise agreed, your full accommodation fare will be charged either 14 days before check-in or upon booking if it is within that time frame. Our refund policy is as below:
- If you cancel 14+ days before your check-in date, you will receive a full refund (less any credit card transaction fees).
- If you cancel less than 14 days before your booking (including after check-in), you will receive a 50% refund on all unused nights.