Guest Terms & Conditions

As a guest of Riviera Rentals you will experience the best of Queenstown from the luxury of your private holiday house or apartment. Riviera Rentals staff are on hand  to assist with any queries and requests - we want you to enjoy your stay in Queenstown as much as we love living here!

Below are the terms and conditions of renting a Queenstown holiday home through Rivera Rentals

Currency and taxes

All prices are in NZ dollars and include GST (NZ sales tax).

Cleaning and linen fee

In addition to the nightly rate there will be a cleaning surcharge relative to the property you have booked which includes full linen hire.

Payment and cancellation policy

A 50% refundable deposit is required on all bookings at the time of booking. The remaining amount is due 15 days before arrival.

Cancellations which occur within 15 days of your arrival will incur the total accommodation cost. We may allow a date change up to 10 days before arrival after this period 100% cancellation fee will apply

Government Travel Restrictions 

If you are unable to travel due to government restrictions Rivera Rentals will allow you to change your booking to a later date (rate difference my apply). If you choose not to change your date then the above cancellation policy will apply.  

We highly recommend you purchase travel insurance to protect your holiday from any unforeseen events or circumstances which may affect your travel plans as refunds are not applicable in the event of natural disasters or environmental issues out of our control. In certain circumstances a partial refund or credit may be payable at owner discretion only.

Should you wish to change your booking dates, please contact us and we will assist if we can. Any bookings cancelled within 15 days prior to arrival are non-refundable.

Changes to confirmed bookings may incur an administration fee of $50 inc GST plus a credit card transaction fee of 2.5%. All changes will be confirmed in writing by Riviera Rentals


You may check in to the property you have booked any time after 3:00pm on the date of arrival. Please ensure you have read and understood your arrival details fully so you are aware of how to access the property upon your arrival. Please notify us immediately if there are any issues at the holiday home upon your check-in.

Should you require an early check-in this must be arranged prior to your arrival. We will endeavour to accommodate your request, but please understand this may not be possible. 

A Riviera Rentals agent is permitted to enter and view the condition of the property at all reasonable times.


Check-out is strictly 10:00am. Should you require a late check-out this must be arranged prior to your arrival. We will endeavour to accommodate your request, but please understand this may not be possible as our cleaners need time to clean and prepare the property for guest arrival on the same day.

Security Cameras 

ALL properties have security cameras on the entrance points of the property and these are regular monitored.

Property occupancy

·      Each property has specific occupancy limits including adult and children which are strictly enforced and must be adhered to. The number and type of occupants is as per the reservation any additional guest identified to be accessing the property will result in eviction and forfeiture of all prepaid rental monies.  

·      Please ensure that your occupancy numbers and types are correct as some properties are not suitable for children and they will not be permitted onsite.  If you try to check in with children then your booking will be cancelled and you will forfeit any prepaid monies

·      As a guest of Riviera Rentals you may not invite another people into the property without prior arrival.  

·      As private homes you are required to respect quiet hours between 10pm and 7am. 

·      Increased occupancy, excessive noise or illegal activity may result in a penalty charge and eviction and forfeiture of all prepaid rental monies. 

·      Parties are not to be hosted in our holiday homes. 

·      Any parties will result in eviction and forfeiture of the bond paid.

·      The premises may only be used for residential accommodation


Holiday homes are not serviced during your stay. Should you require in-stay cleaning please advise us the level of service required and its frequency and we can arrange a quote from our cleaners, which is required to be paid prior to your arrival.


Keys are stored in the lockbox on the property. You will be notified of the unique code for your stay prior to your arrival. If you misplace your key during your stay, a surcharge of $75 inc GST will apply plus an hourly charge rate of $75 per hour +GST. Because of security considerations failure to return keys may result in a charge to cover the changing of locks on the home.

Credit Cards

We accept payment via Visa and MasterCard only. A 3.5% processing fee is charged on all credit card transactions. .


Where appropriate we reserve the right to charge any surcharges against the credit card on file. Should the home be left in a state requiring greater than the standard cleaning service the additional cleaning will be charged at cost plus 15%. All damages or missing articles will be charged at full replacement or repair cost plus 15%. 

If you require any items left behind at your accommodation to be posted to you, you will be charged for the cost of postage plus an admin fee of $25 incl GST.

A 2.5% processing fee is charged on all credit card transactions.


Smoking is not permitted anywhere on the property. Should smoke odours be detected additional cleaning and/or fumigation costs of $350 inc GST will be charged.


Health and Safety

As a guest it is your responsibility to familarise yourself with the potential hazards and hazardous areas/situations. A list of these are outlined in the property compendium folder which can be found at the property. All guests are required to practice all advised control methods to ensure no harm is caused to any persons staying at the property.


Property suitability

Riviera Rentals manages private homes. As such some properties may not be suitable for children or mobility impaired individuals. Please evaluate the property details and check with us if you have any questions. Reservations cannot be refunded if on arrival a property is found to be unsuitable for your needs.

Changes and cancellations by Riviera Rentals

There are occasionally unforeseen occasions on which a booked property becomes unavailable. Should this occur Riviera Rentals will use its best endeavours to find suitable alternative accommodation or refund all charges. Should the guest accept a substitute property of their choice, the Guest will pay or receive the difference in rate for the new property. No further compensation will be made or liable for.


Riviera Rentals do not accept liability for acts or omissions of third parties that may prevent or disrupt a guest’s booking. Information and descriptions are supplied in good faith. Certain features or facilities may not be available from time to time due to circumstances beyond our control for which Riviera Rentals accept no responsibility. No liability can be accepted by Riviera Rentals for any injury, loss, or damage to the guest or guest’s property or any visitor to the rental property, arising out of or in connection to use of the rental property.


The guest agrees by the payment of the deposit to be bound by these terms and conditions. They also authorise booking agents to release to Riviera Rentals credit card details and authorise Riviera Rentals to charge the credit card for additional cleaning, damage, loss and other charges as detailed in these terms and conditions.


Carmen O’Brien
3 Johnson Place