Terms & Conditions

Last updated 1 March 2026

These terms apply between you and White Heath Hospitality Ltd (NZBN 9429051873604) of 88 Frankton Road, Queenstown 9300, Otago, New Zealand, trading as White Heath. New Zealand law governs them and the New Zealand courts have jurisdiction. Nothing here limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 where you deal with us as a consumer.

01

Enquiries and bookings

The form on this website is an enquiry, not a booking. Nothing is reserved and nothing is charged until a person at reservations replies confirming a room, a rate and the dates in writing. Rates shown on this site are indicative, are per night for two people unless stated, include GST, and change with the season.

The lead guest must be 18 or over. A valid credit or debit card is required to hold a booking; we take a pre-authorisation of one night at the time of booking and settle on departure.

02

Cancellation

Flexible rate	Free cancellation until 48 hours before the arrival date. Inside 48 hours, one night is charged.
Non-refundable rate	Charged in full at booking, not refundable and not transferable. It is cheaper for that reason and says so before you commit.
Packages	Free cancellation until 48 hours before arrival. Inside 48 hours, one night is charged. Third-party elements follow the operator’s own terms.
Groups of 6+ rooms	28 days’ notice, in writing.
Events	As set out in the signed event agreement, which prevails over this page.
No-show	Charged as a cancellation inside 48 hours, and the remainder of the booking is released.

If we have to cancel your booking — which has happened twice in 17 years, both times for a burst pipe — we refund everything you have paid and find and pay for a comparable room elsewhere in Queenstown.

03

Weather, roads and the things we do not control

Transfers, cruises, ski shuttles and valley trips included in a package run at the operator’s discretion and are cancelled when conditions require. If an included element does not run, we refund that element or substitute one of equal value, at your choice. We do not refund the accommodation because the Crown Range closed or the cloud sat on Coronet Peak; that is what a mountain resort is.

04

House rules

• Check in from 3pm, check out by 10am. Later checkout when the room allows, and we will tell you honestly whether it does.
• The whole building is smoke-free and vape-free, including balconies and terraces. Smoking in a room costs NZ$350 for the deep clean, because the room cannot be sold that night.
• Quiet between 10pm and 7am. We are a small house with thin luck rather than thin walls, and the request is genuine.
• Six ground-floor rooms take one dog at NZ$45 a stay. Not in The Kawarau Room, and not left alone in the room.
• Damage beyond fair wear is charged at cost, itemised, with the invoice shown to you.
• We may refuse service or require a guest to leave for abusive behaviour towards staff or other guests, and we will not apologise for it.

05

The Ben Lomond Room

• Entry is restricted to persons aged 20 and over. Photo identification is required every time, from everyone who is asked.
• Gambling is available on these premises only. Nothing on this website can be gambled with, and we operate no online, remote or mobile gambling of any kind.
• The room operates under the Gambling Act 2003 and the conditions of our Department of Internal Affairs licence. House rules for each game are displayed at the table and available from the duty manager.
• We do not lend money, cash cheques, or permit gaming to be charged to a room account.
• Where a package includes gaming credit, that credit is a fixed amount, loaded at reception on arrival, not transferable, not exchangeable for cash, does not roll over, and is unavailable to anyone under 20.
• Management may refuse entry or require a person to leave, without giving a reason.
• Our Host Responsibility policy forms part of these terms.

06

Payment

We accept Visa, Mastercard, American Express, EFTPOS and cash in New Zealand dollars. A surcharge of 1.9% applies to credit card payments and is shown before you confirm. Accounts are settled on departure unless a credit account has been agreed in writing.

07

Liability

We take reasonable care of you and your property. Beyond what the Consumer Guarantees Act 1993 requires of us, our liability for any one booking is limited to the amount you paid for it. We are not liable for indirect or consequential loss.

Valuables should go in the room safe or at reception. Vehicles are parked at your own risk in an unattended car park.

08

This website

Content here is ours or licensed to us, and may be read and printed for personal use but not republished. We take care that room counts, measurements, distances and hours are accurate and correct them when they are not; where something here conflicts with your written booking confirmation, the confirmation prevails.

09

Complaints

Tell the duty manager while you are here — almost everything can be fixed on the spot and almost nothing can be fixed a week later. Afterwards, write to [email protected]. We reply within five working days.