FAQ - Frequently asked questions

Here you will find the answers to the questions most frequently asked by our customers. We hope this helps.

do i need to be covid-19 vaccinated to stay?

Under the new NZ government COVID-19 Protection Framework, all guests using accommodation facilities, need to show the NZ government "My Vaccine Pass", OR if you are an overseas traveller you will need to show proof of vaccination from your country of residence. 

If you are a New Zealand Citizen and currently do not have the NZ "My Vaccine Pass" please ensure you have downloaded it from My Covid Record to your phone or have an official print out ready for your check-in to the accommodation. If you are an overseas guest arriving please ensure you have your official "country of residence vaccine pass" ready for check in.

what COVID-19 cleaning protocols are in place?

Providing a COVID CLEAN environment is critical to ensure our guests safety and the safety or our team. The following protocols are in place at the accommodation:

  • All rooms surfaces, between guests, are sprayed with an microbe shield spray designed to kill any viral or bacterial germs - "ZOONO Microbe Shield"
  • All sheets and pillowcases are industrial cleaned external and supplied fresh each week. There is an additional sanitisation process that the linens go through to kill any residual germs
  • All the staff are fully vaccinated against COVID-19. Staff at the accommodation will wear masks when they greet you and make contact with you. 

what time should i arrive at the accommodation ?

Our main reception hours are from 4pm to 10pm.  To keep costs down and in turn give great value room rates, we operate a fully staffed reception from 4pm -10pm each day and outside these hours a self check-in procedure applies.  We will send you a SMS (TXT) and email to the mobile number / email address, noted in your booking. Please fill in the check in form prior to arrival ( its just like checking into an airline online!), and read the easy self check-in instructions carefully. You will not receive access unless the check-in form is completed. If you have not received a SMS/TXT or email from us please message us URGENTLY so we can sort for you.

Our team members on duty at reception will often assist you at check in.

what type of accommodation are we ?

We often get asked this question. It's simple. We are not an Air BnB. We are not a Motel. We are not a Hotel. We are unique and combination of all three. It's what we like to call "Hotel in a Home". Hotel rooms in a large luxury home specifically set up for guests with no permanent residency.  

are we registered with work and income nz ?

No we are not a registered provider for accommodation with Work and Income NZ. We do not provide WINZ quotes neither do we provide emergency housing.  

My arrival date has changed at the last minute. What shall I do?

Please inform us immediately using the contact details in your reservation confirmation. You can also find our contact details online. Just search for Flatbush Holiday Accommodation. A cancellation policy may apply. Please refer to terms and conditions of your booking.

My arrival time has changed at the last minute. What shall I do?

This is not an issue as you can use the self check in process. Please refer to the self check in procedures that are sent 24 hours prior to arrival. 

Do you have a 24hr reception? 

So that we can offer the most competitive rates in Auckland, and to keep costs down, our reception is staffed daily from 4:00pm to 10:00pm  and we operate a self check-in procedure and a self express checkout process for those wanting quick check in. We do not operate a 24 hour reception. However you may contact us anytime by email, Facebook, our website chat, Instagram and WhatsApp. We take phone calls from 10am to 10pm at night. 

Where do I park?

There is no on-site parking but there is ample on-street parking outside the front of the accommodation or on either side of the road. It is a very safe and quiet neighbourhood so your vehicle will be perfectly safe.  

Bedding configuration changes for rooms? 

All our Double Deluxe rooms have Queen size beds. We have twin single rooms with both a private bathroom and shared bathroom options. We also offer Superior Queen rooms with a shared bathroom option. Please ensure you have booked the correct room if wanting twin single beds./ private bathroom. It is specified in the room description. We also offer a single bed option.

How can I forward messages | requirements to you?

You can message us on our Facebook page, Text, WhatsApp, or simply log onto the website and use our chat button. If you have used an affiliate partner such as Booking.com or Expedia you can message directly with them on your booking and it will reach us through the booking system.

How can I cancel my booking?

Please note that only cancellations made before the cancellation deadline are free of charge. Please take careful note of the conditions of cancellation whilst making the booking. If the cancellation is made after the deadline, or no cancellation is made at all, we will charge the total price. In addition, some rates may not usually be cancelled. We cannot cancel bookings made outside our own website. If bookings are made through our affiliate partners such as Booking.com, Expedia, WOTIF, Agoda, Air BnB, then you need to contact them directly to organise the cancellation as we do not have the authority to cancel a guest booking. 

What time do I need to check out? 

Check out is by 10am 7 days per week. We do not do late checkout unless prior arrangements have been made before your arrival. Late check out charges apply and is subject to availability.

How early can I check out ? 

You can check out any time you like as payment for your accommodation is taken on arrival. Early morning international flights are not a problem. We have guests leaving anytime from 3.30am in the morning till 10am 

How and when does payment take place?

Payments for our website reservations are finalised 5 days before arrival. The system will automatically arrange the charge dates to your card at time of confirming your reservation. You can see these at anytime on your reservation details. For all bookings outside our website please refer to the booking agent payment terms and conditions (Booking.com | Expedia etc ) . 

Within 7 days prior to your arrival we may place a pre-authorisation amount of up to $50.00 on your credit card that you used at the time of booking. It is the most common method of payment that hospitality/travel industry uses. It is a pre- authorisation not a charge, and you may select another form of payment on arrival. This pre-authorisation cannot be used as payment upon check-in, and it is released by us on the day of check out.

It is only in exceptional circumstances that we will charge your credit card at the time of booking - such as Early Bird rates, Advanced Purchase rates and last minute bookings. 

Why do I have to enter my credit card details at time of booking? 

The purpose of this is to verify the credit card, so we can authenticate the booking. Your credit card information is used by us as security for your booking, and we have the right to use this credit card information to charge you for any fees incurred due to a "no show" or late cancellation. Within 7 days prior to your arrival we may place a pre-authorisation amount of up to $50.00 on your credit card that you used at the time of booking. It is the most common method of payment that hospitality/travel industry uses. It is a pre- authorisation not a charge, and you may select another form of payment on arrival

Can I do my laundry? 

Yes we offer a full laundry where quests are able to wash and dry clothes . Use of the dryer costs $5.00 per load. Use of the washing machine is free. 

Are all the rooms lockable ? 

Yes all our rooms are secure and can be locked at any time. We supply you with a key and swipe card.

Does the premises have security ? 

Yes we have a full external camera system and the entry | exit door has 24 hour video. A recording is kept of every entry and exit for a 24 hour period

Is there disability access ? 

All our deluxe rooms are on the first level and there is no disability access 

Terms and Policies of your stay

For further information on our terms and policies click here

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