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Terms & Conditions

GENERAL 

  1. Check in is at 2pm, check out is at 10am 

  2. Valid (not expired) physical photo identification is required at the time of check in. Acceptable form of ID includes; NZ Drivers License, NZ Passport/ International Passport, 18+ or Kiwi Access Card, NZ Defence and NZ Police ID.

  3. A valid credit card is required at the time of check in to cover the cost of the booking and/or any incidentals incurred during the stay. Guest who are unable to provide a valid credit card will need to make full payment for the cost of their booking plus NZD$150 bond. Bond is fully refundable on check out, minus any incidentals and/or any cost to damages incurred during the stay. 

  4. All bookings received must be made by persons who are 18 years or older. 

  5. Persons under the age of 18 years will not be permitted to check in.

  6. Any persons under the age of 18 years is not permitted to occupy a room on their own unless accompanied by parents and/or legal guardian staying in a separate room that have given authorization.

  7. Any lost key(s) and/or key(s) not returned will incur a fee of $50 per key. This will be charged to the credit card provided on check in. 

  8. If any terms and conditions set by the hotel are not met and complied with, the hotel reserves the right to refuse the booking. 

BOOKINGS

  1. All bookings made are bound by the terms and conditions set by the hotel. 

  2. All bookings made must be guaranteed by a valid credit card. All non guaranteed bookings will automatically be released should the guest not arrive by 4pm on the day of arrival.

  3. All published rate on this website is GST inclusive and is for up to 2 adults, unless otherwise stated. 

  4. Children ages 12 and under stay free using existing bedding. Any person(s) age 13 years and above is considered an adult for the purpose of a booking.

  5. Number of occupants must not exceed that of what is stated for each room type.

 

PAYMENT POLICY

  1. Best Available Rate/ Flexi- A valid credit card is required at the time of booking to guarantee the booking. Full payment for the booking is taken from the card provided anytime within 24 hours prior to the arrival date. 

  2. Prepay- A valid credit card is required at the time of booking. Full amount for the booking is taken at the time of confirmation. In the event that the nominated card declines, the booking will automatically be cancelled. 

  3. Bookings made via a 3rd website will be subject to the payment policies stipulated on the website at the time of booking.

CANCELLATION POLICY

  1. Best Available Rate/ Flexi- Bookings made under this rate plan can cancel anytime up 24 hours (by 2pm) prior to the day of arrival without incurring any fee. Any cancellations made within this period will incur a cancellation fee equivalent to the 1st night of the booking made. 

  2. Prepay- Bookings made under this rate plan is non cancellable and non refundable. 

  3. Bookings made via a 3rd website will be subject to the cancellation policies stipulated on the website at the time of booking.

QUIET TIME POLICY

The purpose of this policy is to ensure all guests are able have an enjoyable and comfortable stay. The hotel kindly request all guest(s) and /or visitor(s) to keep noise levels to a minimum between 9:00pm and 9:00am. Any guest(s) and/or visitor(s) not adhering to this policy will be escorted out of the premise.

 

SMOKE FREE POLICY

The Surrey Hotel has a strict no smoking policy. This policy covers but not limited to the use of cigarettes, vaping, cannabis (medicinal or otherwise). Designated smoking areas are available outside of the hotel. Should you and/or your guest(s) be found violating this policy in any room(s), a $250 per room cleaning fee will apply. You will also be liable for all costs associated with smoking and/or vaping in a room includes but not limited to any damages and liabilities e.g. cost of tampering with smoke detectors in any way, all costs associated to an evacuation resulting from you smoking and/or vaping in the room. This policy includes the use of any kind of drugs including but not limited to cannabis (medicinal or otherwise). 

 

NO PARTY POLICY

The Surrey Hotel holds a strict no party policy. All person(s) other than that are registered guest(s) of the hotel, will be asked to vacate the premises immediately. Any guest(s) and/or visitor(s) not adhering to this policy will be escorted out of the premise.

 

PET FREE POLICY

Pets are prohibited at all times at The Surrey Hotel unless under special circumstances and by prior approval with The Surrey Hotel. This policy applies to pets in room(s) and pets being left in vehicles parked in the parking lot. If your and/or your guest(s) is found with a pet in a room, a $400 cleaning fee will apply. 

DAMAGES

Registered guest(s) are responsible for any damages incurred either by the guest(s) and/or their visitor(s) while on premise. The guest(s) will cover the cost of cleaning and/ or replacement for the damaged goods together with any cost associated with the damage caused. The hotel will assess and advise the amount payable. This will be charged to the credit card provided on check in.

ILLEGAL AND ILLICIT ACTIVITIES 

  1. The Surrey Hotel has zero tolerance to illegal and/or illicit activities. This includes the use and/or being found in possession of drugs and/or associated paraphernalia. Guest(s) will be removed from the premise immediately.  

  2. Any form of image(s) associated with any known gangs are not permitted to be visible while in or on the hotel premise. Anyone who refuses to comply will be escorted off the premise. 

HOTEL FACILITIES 

Restaurant & Bar​

  1. The restaurant & bar opening hours are 7:00am - 9:00pm daily.

  2. Any person(s) entering the restaurant must wear appropriate clothing including footwear. Swimwear is not permitted in any areas of the restaurant, including the outdoor deck area.

  3. The bar adheres strictly to the conditions stipulated in the Sale and Supply of Alcohol Act 2012. 

  4. All guest(s) are required to adhere to the above and rules displayed in this facility at all times. 

Swimming Pool

  1. The swimming pool opening hours are between 10:00am and 7:00pm

  2. The swimming pool is unattended with no lifeguard present. Children under the age of 13 years and under must be accompanied by an adult, age 18 years and over at all times while utilizing the swimming pool.  

  3. Appropriate swimwear must be worn at all times. 

  4. All guest(s) are required to adhere to the above and rules displayed at the facility at all times. 

Spa Pool

  1. The spa pool opening hours are between 10:00am and 9:00pm (last booking at 8:30pm)

  2. All users must be above the age of 18 years. 

  3. This facility is only for in house guest(s) use only. Visitors must be accompanied by an in house guest at all times. 

  4. Appropriate swimwear must be worn at all times. 

  5. All guest(s) are required to adhere to the above and rules displayed in this facility at all times. 

Fitness Room

  1. The fitness room opening hours are between 7:00am and 9:00pm

  2. This facility is for in house guest use only and is restricted to persons age18 years and over. 

  3. Appropriate exercise attire and shoes must be worn at all times.  

  4. All guest(s) are required to adhere to the above and rules displayed at the facility at all times. 

FORCE MAJEURE

The Surrey Hotel Auckland will not be in breach of this agreement and/or is in any way liable, if it is prevented from being able to meet its obligations due to the an event of force majeure such as but not limited to Act of God, war, riot, strike, pandemic, natural disaster such as earthquake, flood, storm and all other events not reasonably within the control of the hotel.

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