By booking with The Urban Butler (we, us, our) you acknowledge and agree with the following terms and conditions, along with our Privacy Policy.
Booking Confirmation & Changes
When booking on our website, acceptance of your reservation is still conditional on our approval and you providing us with any other information we need (such as signing our rental agreement). We reserve the right at any time to cancel or make alterations to your booking. If we choose to do this and are unable to host you, we will provide you with a full refund.
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.
Damage
All of the apartments managed by The Urban Butler are privately owned and are not the responsibility of the complex/building management. Please contact us directly with any questions or issues during your stay.
The Guest is responsible for breakage and damage (or any other related costs) in or to the property, along with any extra costs that may result which are caused by the Guest or any members of the Guest’s party. These costs will be deducted from the security bond, and any extra costs on top of this will be charged directly to the guest.
Security Bond
A minimum $500 NZD security deposit will be taken as an authorisation charge three days before your check-out date. Providing there is no damage or any lost items during your stay, this charge be will refunded within 7 days of check-out and after the property has been inspected.
Keys & Lock-Out Policy
Any keys not returned to us on your check-out date will be charged in full, along with the cost of replacing the lock(s) to the property (if necessary). If you lose your keys, or lock them in the property during your stay, we will make every attempt to provide you with a replacement as soon as possible.
If outside of business hours (Monday to Friday, 9am – 5pm), we will charge you with a minimum call-out fee of $100+ GST as well as any other costs incurred in enabling you to access the apartment again and replacing lost keys.
Access
- Check-in time: 3pm
- Check-out time: 11am
During Your Stay
As guests of The Urban Butler, whilst at the property, we ask that you please:
• Respect your neighbours
• Respect all property
• Reduce any noise after 10pm
• Not partake in smoking or drug use
• Not exceed the number of guests permitted to stay in the accommodation on the listing
• Not hold a party or event without seeking permission prior to booking
• Be a part of the Urban Butler and building community.
While we want our guests to have a fantastic time and enjoy the best possible experience, we are also mindful of the communities our apartments are part of and are obliged to ensure our guests comply with the building rules and respect the rights of other property owners and guests. Failure to do so may result in the cancellation of your booking and additional charges may apply to recover the costs incurred by us to remedy any of the above.
Health & Safety
In line with the Health & Safety at Work Act, The Urban Butler is fully committed to safeguarding the health and safety of our guests, property owners and team. In order to ensure we offer a safe place to stay to our guests and a safe workplace to our team, we have mechanisms in place to identify, report, record and address possible and existing hazards.
Should you identify a H&S risk or hazard during your stay, we ask that you let us know so that we can address it appropriately. We also kindly ask our guests to please conduct themselves in a safe manner when staying with us, ensuring that all safety rules are followed.
In case of an emergency, please dial 111 for fire, police and ambulance, and to communicate with us please call our call center on 021 502 001 - available 24/7.
While we take every precaution to eliminate or minimise hazards, should you suffer an accident or incident, please let us know immediately, so that we can provide any necessary assistance, as well as document this accordingly. You may be asked to fill in –or provide information for us to fill in – an incident report.