Mainstay International Hotels, Mainstay Hotels Australia & Mainstay New Zealand Hotels

CHILD POLICY - Children up to 12 years old sharing a room with an adult, using existing bedding and not requiring a rollaway bed, will be accommodated free of charge. In any circumstances where a rollaway bed is required, the extra person rate will apply.  Cots are available at the same cost as an extra person charge.

CREDIT CARD INFORMATION – A valid credit card must be submitted to make all bookings.  No payment will be taken at time of booking but this credit card will be held as a guarantee and the first nights accommodation will be charged to this card if a client does not turn up to a confirmed booking.

RATES - All rates listed on the Australian Website www.mainstay.com.au are listed in AUD

CANCELLATIONS - All cancellations must be made in writing, through our website, via emailing res@mainstayhotels.com or by fax to +64+3 358-7900.  Acknowledgement of all cancellations will be made back to you by one of our consultants.  If you do not receive notice within 24hrs after submission, it means that we have not received your notice and you must contact us again.  Any cancellations recieved more than 48hours prior to arrival will incur a $25.00 cancellation fee. Bookings cancelled within 48hours of check in will incur full cancellation charges (no refund will be given).

AMENDMENTS – An amendment charge may apply in all bookings after the confirmation has been issued.  If you would like to extend the length of your stay or the number of rooms on a particular property then no extra charges will apply.  If you would like to decrease the length of your stay or the number of rooms on a particular property then a fee of $15.00 will apply if outside of 2 days prior to check-in.  If within 2 days to check-in the first nights accommodation may be charged.  Should you require a change to a booking from one property to another you will not be charged an amendment fee but you will be charged a cancellation fee on the property that you are cancelling (please see cancellation policy for this).

All amendments must be made in writing by emailing us on res@mainstayhotels.com or by faxing us on +64-3-358-5012.

We require your Booking ID, and your Name & Surname used in the booking.  An amendment must be confirmed back to you by one of our consultants.  If you have not received a confirmation of the amendment within 24hrs of submission, it means that we have not received it and you must resubmit it.

RELOCATION POLICY - If, for any reason, the Hotel is unable to provide all or part of the accommodation reserved, it will immediately contact the Operator/Client and undertake every effort to secure comparable alternative accommodation. The Hotel will be responsible for any additional costs of accommodation exceeding those quoted by the Hotel and for any additional transport costs.

COMPLAINTS
In the event of a problem or complaint on arrival to a Mainstay property the client must contact the Mainstay Hotels office to advise.  Mainstay Hotels will endeavour to rectify the situation for a mutual acceptance by all parties.  For any complaints after the stay the client must notify Mainstay Hotels in writing within 7 days of the end of service provided.  All care will be given to satisfy all parties involved to a resolution.

COMMISSION - All bookings made through the Mainstay Hotels Australia or Mainstay New Zealand Hotel sites are at nett rates and are non-commissionable.