Frequently Asked Questions


Cancellation Policy

We understand that travel plans can change, and we aim to be as flexible as possible while ensuring our small business remains sustainable. Please read our cancellation policy carefully before booking.

Standard Bookings

  • Free Cancellation up to 30 days before your scheduled arrival date.

  • Cancellations made between 30 and 14 days of arrival will incur a 50% charge of the total booking.

  • No-shows or cancellations less than 14 days of arrival will be charged the full amount of the booking.

Early Departures

  • No refunds will be issued for early departures once guests have checked in.

Booking Modifications

  • Changes to your booking (dates, guest numbers) are subject to availability and may incur additional charges. We will do our best to accommodate your needs.

Refunds

  • Any applicable refunds will be processed to the original payment method and may take up to 7 business days to appear.

Force Majeure

  • In the event of cancellations due to natural disasters, road closures, or government-imposed restrictions (e.g. due to COVID-19), we will offer to rebook your stay or issue a credit voucher for a future date.

 

Privacy Policy

We are committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 2020 (New Zealand). This policy outlines how we collect, use, store, and protect your information when you stay with us or interact with our website.

1. What Information We Collect

We may collect personal information such as:

  • Your full name

  • Contact details (email, phone number, address)

  • Booking details (dates of stay, number of guests)

  • Payment information

  • Special requests or dietary needs

  • Any communication you have with us

We only collect personal information that is necessary for the purpose of providing accommodation and related services.

2. How We Use Your Information

We use your information to:

  • Confirm and manage your booking

  • Communicate with you before, during, and after your stay

  • Process payments

  • Comply with legal obligations (e.g. health and safety, contact tracing)

  • Improve our service

We will not use your information for direct marketing unless you have given us permission.

3. Sharing Your Information

We do not sell or trade your personal information. We may share it only when:

  • Required by law (e.g. for contact tracing or in response to a lawful request)

  • It is necessary for payment processing (e.g. with a secure payment provider)

  • You have given us consent to do so

Any third parties we work with are also required to protect your information.

4. Storage and Security

Your information is stored securely, either electronically or in paper form, and protected from unauthorised access, use, or disclosure. We retain personal data only for as long as it is needed to fulfil the purposes stated above or as required by law.

5. Access and Correction

You have the right to:

  • Request access to the personal information we hold about you

  • Request corrections if the information is inaccurate or incomplete

To make a request, please contact us using the details below.

6. Cookies and Website Analytics

Our website may use cookies and analytics tools to improve performance and understand visitor behaviour. These do not identify you personally unless you choose to provide personal information.

7. Contact Us

If you have any questions or concerns about your privacy, or wish to access or correct your personal information, please contact us at:

Greenvale Bed and Breakfast
Email: info@rakiuraholiday.com
Phone: +64 21 479958
Address: 2E Petersons Hill Road, Rakiura