MyStays Terms & Conditions

Booking Terms and Conditions

The holiday contract (“the contract”) is made between the guest (“you”) and the property owner (the owner”) of the apartment (the Apartment”) for which the contract is made. The term “guest” includes the person signing the contract and any person invited into the property by the guest. My Stays is described as “us” or “we”.


All properties are let on the understanding that the accommodation is for holiday use only, for the period specified and that no right to remain in the accommodation exists for the applicants or anyone in the applicant’s party beyond the specified date and time.
At no time during the period of permitted use may the property be occupied overnight by more than the number of people specified on the booking form (including children & infants)
Guests must not sub-let the property nor use it for the purposes other than a holiday house.
No caravans, tents or other accommodations can be placed at the property without written permission.


All MyStays prices are in New Zealand dollars (NZD) and include New Zealand’s 15% Goods and Services Tax (GST) unless stated otherwise.


This cancellation/alterations policy applies to reservations made on our website or directly with My Stays. If you have booked via an online travel agent such as Airbnb, etc you will need to refer to their policies.
There is a non-refundable $10.00 booking fee that applies to every booking. If you are booking multiple properties, each property booked is deemed as a separate booking.
Cancellation or amendment of a booking by the guests will incur a $50 administration charge. In addition:

  • Full refund for cancellations made more than 60 days before arrival

  • 50% refund for cancellations made between 59 and 30 days before arrival.

  • Cancellations made within 29 days of arrival forfeit 100% of the total booking cost.

  • These cancellation terms do not apply to bookings that are noted as non-refundable.

The cancellation policy also applies to changes which decrease the overall value of a booking, for example decreasing the number of guests staying or shortening the length of stay.

Moving a booking to a future date may be possible. Before cancelling, please contact us to discuss this option.
All cancellations will incur a 2.3% credit card transaction fee.


A 50% non-refundable deposit is required at the time of booking for any dates that we deem to be ‘peak’ dates. This includes but is not limited to – any public holidays or long weekends, any events, Christmas & New Year period, Easter, School Holidays.
If we deem your booking to be within any peak period, we will get in touch to charge the remaining 50% non-refundable deposit. Our system will only charge a 10% non-refundable deposit at the time of booking.
If we are unable to contact you within 48 hours of your booking being made, or if we are unable to charge the 50% non-refundable deposit, we reserve the right to cancel your booking.


  • Should YOU choose to shorten the length of your stay or reduce the amount of persons within 30 days of your arrival date you will still be liable for the full period and numbers of persons originally booked. Please choose your dates and numbers carefully.

  • Transferring a confirmed booking from one home to another may incur an additional $10.00 non-refundable booking fee.

Please select your home carefully. Please note transferring a booking is only permitted 30 days or more prior to the arrival date.


We highly recommend having travel insurance for your booking whether you are traveling internationally, or domestically within NZ. We do not offer a refund inside of the cancelation period for personal circumstances, weather events, illness etc.


We accept payment via Visa and MasterCard only. All credit card payments will be redirected to a gateway to enter card details. A 2.3% processing fee is charged on all credit card transactions. If you hold a New Zealand bank account, you may pay via internet transfer. Please email us at and we can provide the details and note this on your reservation. However, we still require you to load a valid credit card to confirm your reservation. If your full payment via bank transfer is not received eight working days prior to your arrival we will debit your credit card for the full amount plus a 2.3% credit card surcharge on the 7th working day prior to your arrival.


Reservations are limited to persons over 25 years of age. All guests staying at the property unaccompanied by a parent or guardian must also be over the age of 25 years. We reserve the right at any stage to request photo identification from guests.


As a guest of My Stays, it is your responsibility to familiarise 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.
Common sense must be used with any potential hazards not recorded including reporting these to My Stays. 


My Stays manages private homes/apartments. 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.


You may check in to the property you have booked any time between 3:00pm and 8:00pm on the date of arrival.
Where an arrival after 8:00pm is required we ask that you make contact with us in advance so that we can ensure you understand how to access the property.
Should the guest arrive at the property after 8:00pm without having arranged this prior to the arrival date, the guest accepts that they may not be able to gain access to the property until the following morning.

Please ensure you have read and understood your arrival details fully so you are aware of how to access the property upon your arrival. These instructions will be sent to you by 10am on the day of your arrival, please contact us on 07 376 7163 or if you have not received instructions by this time.

Please notify My Stays 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 surcharge of $60 will apply to all early check-in’s.


Check-out is strictly 10:00am. Should you require a late check-out this must be arranged by contacting us no earlier than the day prior to your departure. We will endeavour to accommodate your request, but please understand this may not be possible in busy periods as our cleaners need time to clean and prepare the property for guest arrival on the same day.

-A late check-out of 12:00pm will incur a surcharge of $60

– Check-outs later than 12:00pm on the day of departure will incur an additional tariff up to the equivalent of one night’s accommodation

Failure to completely vacate the property prior to 10am will result in a late check out fee of $60 being charged to your credit card.


Parties or gatherings of any kind (including hen/stag parties, weddings and pre/post wedding events) are not permitted. We ask that you respect the neighbours at all times. Noise levels must be kept to a minimum between 9pm and 8am and all language/behaviour must be respectful at all times day or night. If complaints are received and My Stays, or our appointed security representative or Council noise control is required to attend the incident a $150 fee will be charged and the guest will be asked to quieten down where we see fit or asked to vacate the property immediately without refund.
Upon receipt of further complaints My Stays reserves the right to evict the guests from the property immediately without refund. The $150 call out fee will be charged to the credit card held on file.


My Stays 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, which is required to be paid prior to the service being carried out.


The sanitation of pools and spa pools is our highest priority. Each property lists what you need to do to ensure the hygiene of these facilities during your stay.

Children under the age of 12 years must not use a pool or spa pool without close parent supervision at all times
Pools and spa pools must not be used under the influence of alcohol or drugs at any time
No food or drink are permitted in pools or spa pools at anytime.

Please do not use any products while in the spa such as bubble bath, cleanser, soap, shampoo or conditioner as this will contaminate the water and result in the pool needing to be emptied and refilled at your cost as per below.

If a pool or spa pool needs to be emptied due to obvious lack of care during your stay you will be charged a fee of $100.00 for spa pool and $500.00 for a pool
Spa pools must not be turned off at any time without written permission from My Stays.


Keys are stored in the lockbox at the property. Alternatively, your holiday home may have an automated keypad on the front door. 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 $100 will apply. Because of security considerations failure to return keys may result in a charge to cover the changing of locks on the home.
A call out due to lost keys or lockout will attract a non-negotiable minimum fee of $50 to be deducted from the guest’s credit card.
The guest will not change or install any locks on any doors or windows nor have additional keys made for any locks without the prior written consent of the Owner/Property Manager.


Portacots and high chairs are available for hire. Please advise us at least three days prior to your arrival if you require a portacot or highchair. There is a $20 charge per item for the duration of your stay.

If you advise us you need a hire item within three days of your stay or after your arrival there will be a $30 fee to deliver the item.

You must take all reasonable care of these items during your stay if damage is caused you will be charged the replacement value of the item plus 20%.


The guest agrees not to allow any animals on the property without the written consent of My Stays
When animals are allowed on the property a pet bond of $300 and stay fee of $50 will be charged. The guest agrees that pets are not to be left unattended inside or outside the property at any time, guests will remove all pet waste from the property and be fully responsible for any damage caused by the pet.

Failure to comply will result in the pet bond not being refunded.


Smoking is not permitted inside any property. Should smoke odours be detected additional cleaning and/or fumigation costs of $500 will be charged. If the smell cannot be removed and future guests are unable to occupy the property you will be charged the $500 fee plus the nightly rate for the period until the odour is removed and the property can be occupied again.
If smoking is permitted outside of the property you must ensure doors/windows are closed so the odour does not go inside, butts are disposed of safely and removed at the departure of your stay.


No fires or fireworks are permitted at any time on any property. A call out due to either of these events from My Stays will incur a $120 charge and instant eviction from the property without refund.


Please confirm at time of booking if bedding configuration requirements differ from those advertised (e.g. make up all beds as kings rather than king splits). Bedding configuration is always subject to availability – bedding configurations are not guaranteed, although My Stays will make every effort to accommodate. Changes to standard bedding configuration made within 3 days of arrival incur a charge of $50. Any request to change the configuration upon arrival will result in a callout fee of $50


A My Stays agent is permitted to enter and view the condition of the property at all reasonable times if they deem necessary.

If the property needs to be accessed for maintenance My Stays will make contact with guests to gain permission.

If My Stays are unable to reach the guests we reserve the right to access the property without prior permission for emergency maintenance issue.


Although every effort is made to maintain properties in good order, wear & tear on rental property is unavoidable. Please notify My Stays as soon as possible if a problem relating to the property exists. Every effort will be made to rectify any problem that exists in a timely manner. Repairs will be made as soon as possible after notification.

The Guest is responsible for the safe-keeping of the owner’s property and content during the period booked. Neither the owner nor ‘My Stays’is responsible for any stolen or lost items. Be safe and lock doors and windows when you are away and at night as you would at home.

Any breakage or damage to content or structure of the building must be reported promptly to ‘My Stays’ and the owner will be entitled to recover from the guest the cost of any repair or replacement needed due to guests act or default.
Whenever the accommodation is left unattended, the guest will fasten all locks to all doors and windows and activate any burglar alarm, to prevent unauthorised access to the accommodation.


At the conclusion of the rental, the guest is required to leave the house in a neat and tidy state including leaving beds tidy, returning furniture to its original location, cleaning and putting away all dishes, cleaning the BBQ if it has been used and removing any noticeable childrens’ fingerprints from windows. The cleaning fee paid by the guest covers the cost of My Stays cleaners sanitising the bathrooms, toilets and kitchen, vacuuming the house, dusting all surfaces, changing of all linen and mopping all hard floors. If the house is not left in a neat and tidy state, My Stays reserves the right to charge the guest for any additional cleaning that is needed at the rate of $50 per hour


Personal items left behind at the at the property will be held by My Stays for 30 days from the guests departure date. The guest agrees they will contact My Stays within 30 days of departure if they would like items returned. We will ask you to send a self-addressed pre-paid postal bag to us, once we have received this, we will return the item.


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 $50.00 per hour.

All damages or missing articles will be charged at full replacement or repair cost plus 20%.

Should more than the booked number of individuals stay in the premises My Stays reserves the right to charge the additional nightly rate for extra guests plus 20%.
Special bedding configurations must be requested prior to your arrival. A fee of $50 will be charged for any changes requested after your arrival.

A 2.3% processing fee is charged on all credit card transactions this includes debit cards


My Stays office hours are 8.30am – 3pm, Monday to Friday.

Any non-urgent emails, requests will be responded to during office opening hours for any urgent matters we can always be reached on 07 376 7163.

We will be closed on public holidays and contactable via 07 376 7163 outside of these hours if there is a problem at the property.


There are occasionally unforeseen occasions on which a booked property becomes unavailable. Should this occur My Stays 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. In the event of a property sale, My Stays reserve the right to cancel future bookings, however, will endeavour to relocate the reservation to a similar property in liaison with the guests.


All reservations will be opted in to our marketing emails. You can opt out of receiving marketing emails from us at any time by clicking the “unsubscribe” link at the bottom of our marketing messages.
Also, all opt-out requests can be made by emailing us using the contact details provided.


The Renter will not do anything that could adversely affect the Owner/Property Manager’s insurance over the Accommodation.
The personal effects of the Renter will not be insured by the Owner/Property Manager. The Renter acknowledges that all personal items and vehicles (including vehicle contents) of the Renter remain the Renter’s responsibility and the Owner/Property Manager accepts no responsibility for loss or damage.
In the event that the Renter uses extra facilities at the Accommodation including, but not limited to, kayaks, dinghies, bicycles, trampolines, spas and swimming pools, such use is entirely at the Renter’s own risk at all times and the Owner/Property Manager accepts no responsibility for any injury or loss to the Renter. Children are to be supervised at all times by a parent or responsible adult.

My Stays 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 My Stays accept no responsibility.
No liability can be accepted by My Stays 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, that should all of these conditions not be adhered to, the owners or their agents will have the right to immediately terminate this contract and the guest and all other persons will vacate the property immediately if requested to do so by My Stays or a representative/ In this event, the guest agrees that no refund will be due or paid for any unused accommodation nights.


The guest agrees by loading your credit card details, accommodation charges or a security bond (as applicable) to secure your reservation to be bound by these terms and conditions. They also authorise booking agents to release to My Stays credit card details and authorise My Stays to charge the credit card for additional cleaning, damage, loss and other charges as detailed in these terms and conditions.


My Stays does not accept any liability where a Guest(s) booking is affected by ‘force majeure’. In the context of these terms and conditions, ‘force majeure’ is any event that we could not, even with due care, foresee or avoid. These events include but are not limited to war, threat of war, riot, civil commotion or strife, hostilities, industrial dispute, natural disaster, fire, acts of God, terrorist activity, nuclear disaster, adverse weather, government action, technical problems with transportation or other events outside our control.