General Frequently Asked Question

Helpful information for your stay through MyStays NZ

At MyStays, we understand that planning the perfect getaway involves having all the information you need at your fingertips. Our Frequently Asked Questions page is designed to be your go-to resource for answers to common queries, ensuring your experience with MyStays is seamless and enjoyable. Whether you're curious about our booking process, want to know more about our accommodation options, or have questions about our policies, you'll find it all right here. And if you don't find it right here, send us an email or call MyStays with your question.

Our team work extremely hard to ensure everything is right for your stay. However, if you do find something that has been missed, or is not working/up to standard, it is your responsibility to advise us of this right away and allow us the opportunity to inspect the issue and put it right for you. If we are not made aware of an issue, we are not able to correct it during your stay. If you do not allow us the opportunity to do this – we are not obliged to offer any form of compensation.

Booking directly through our website will ensure you get the best rate. If you notice a cheaper rate elsewhere – get in touch to ask us to price-match.

Payment for bookings made directly with MyStays will be taken 7 days prior to your arrival. If your booking is for non-refundable dates such as event weekends, public holidays and peak dates you will be required to pay a non-refundable 50% deposit, and the balance will be required to be paid 30 days prior to your arrival.
If you have booked a property through a third party site (, Expedia, Agoda, Airbnb etc) you will be bound by their payment terms. Please refer back to that provider for the terms of payment.

A 2.3% credit card surcharge applies to all payments charged to any Visa and Mastercard Credit and Debit Cards.

Yes. You can pay directly into our NZ bank account. As long as your payment is showing in our bank account at least 8 days prior to your arrival – we will not charge your card. You are welcome to email us to arrange this.

There is no-one based at the property to take your payment. Therefore we need to take full payment before we can give you the property access information.

For security reasons, we must have a valid credit or debit card loaded against your booking – even if you are paying into our bank account.

If the property you have booked has a lock-box, you should receive the access information via email 2 days prior to arrival once your payment has been processed successfully.
If the property you have booked has a digital keypad, you will receive an email by 10am on the morning of your arrival with the code and access instructions. The digital code can only be generated on the same day that you are checking in, which is why we are unable to send it through prior to the day you arrive.
If you haven’t received the access information by 10am on the morning of your arrival, please contact us so that we can re-send it to you. Please check your junk folder as sometimes these details can go to junk or spam.

We’ve equipped every property with its own specific information guide. This will tell you anything you should need to know during your stay including wifi password, property facilities, instructions for appliances, health & safety, things to see and do in the area, your nearest stores, our recommendations, plus some fantastic deals/discounts on local attractions which we’ve hand-picked for you as our guest.

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.

Check-out is 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.

We appreciate that your time away with family and friends is precious and sometimes arriving early or leaving later than our stipulated times would be helpful. We are happy to accommodate these requests where possible. There is an additional charge of $60 for a 12pm check in or 12pm check out. On some occasions we can’t accommodate early or late check outs as we may have guests arriving/departing prior/after your reservation and we will need to use that time to ensure the property is cleaned to a high standard.
You can request an early check in or late check out by contacting us on 07 376 7163 the day before you are due to arrive or the day before you are due to depart.

We’re sure you can understand that more guests means more bedding, towels, power, toilet paper, soap, cleaning etc. These costs are charged to the owners. So for example – a house that is used by 2 guests should take less time to clean, and use less household supplies than a house that is used by 8 guests.

Please email us to clarify. We’re happy to help!

Yes. The nightly rate includes all bedding and towels. It is really important that we know the exact number of guests so that we know how many beds will need to be made up, and how many towels to supply for your stay.

The house must be left tidy – as you found it. Dishes must be washed, dried and put away. Rubbish must be neatly bagged. Our cleaners will sanitise the bathrooms, kitchens, plus all other hard surfaces. They will also vacuum and or mop the floors, and take care of the cleaning of all bedding and towels.

If you have booked directly with us, and not via a third party site (Homeaway,, Airbnb etc) you can view our cancellation policy by following this link. If you have booked through a third party site, you will need to refer to the terms that you agreed to when you placed your booking.

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