Terms & Conditions

Horizon Quay Hospitality Ltd · NZBN 9429048317265 · Effective 1 May 2026

1. Who these terms are between

These terms form the agreement between Horizon Quay Hospitality Ltd (NZBN 9429048317265), of 68 Lake Esplanade, Queenstown 9300, Otago, New Zealand, and the person making a reservation or using our services ("you", "the guest"). By making a booking you accept them on behalf of every person in your party.

2. Reservations

• A reservation exists only once we have issued a written confirmation with a booking reference. An enquiry, a quote or a held option is not a confirmed booking.
• The person making the booking must be at least 18 years of age and hold a valid payment card.
• Rooms are booked by category, not by individual room number. We will honour a stated preference where the house allows it, but cannot guarantee a specific room, floor or aspect.
• The maximum occupancy stated for each category is a fire-safety limit and cannot be exceeded.
• Bookings made through a third-party channel are subject to that channel's conditions in addition to these terms.
• We may decline a reservation without giving a reason.

3. Rates and payment

• Rates are quoted in New Zealand dollars, per room per night, and include GST at the prevailing rate.
• Rates include Wi-Fi and use of the pool, sauna, steam room and gym. Breakfast, parking, treatments and other services are charged separately unless the confirmation says otherwise.
• A deposit of one night's accommodation is taken when a flexible booking is made. Advance-purchase and package rates are payable in full at the time of booking.
• The balance is settled on departure. We accept Visa, Mastercard and American Express; a surcharge applies to American Express and to international cards, disclosed before payment.
• A pre-authorisation of NZ$150 per stay is taken at check-in against incidental charges and released on departure. Release times depend on your bank.
• A discretionary surcharge of 15% applies on statutory public holidays, disclosed at the time of booking and on menus.
• Rates for future dates may change. A confirmed booking is not affected by a later change.

4. Cancellation and no-show

Rate type	Cancellation	Charge
Flexible	More than 48 hours before arrival	No charge
Flexible	Within 48 hours of arrival	One night
Advance purchase / package	Any time	Non-refundable; one date change permitted with 7 days' notice, subject to availability
Peak dates	Within 30 days of arrival	Full stay
Groups of 8 rooms or more	As set out in the group contract	Per contract
No-show	—	First night charged and the remaining nights released

Peak dates are Christmas, New Year, Easter and the Queenstown Winter Festival, and are identified at the time of booking. Early departure does not attract a refund of nights already confirmed.

5. Check-in, checkout and identification

• Check-in from 3.00pm; checkout by 11.00am. Early check-in and late checkout are subject to availability; a half-day rate applies after 2.00pm.
• Every adult guest must present photo identification at check-in and complete the guest register.
• Luggage may be left with reception before and after your stay at no charge.
• Room keys are the guest's responsibility; a NZ$25 charge applies to a lost key card.
• Reception is staffed 24 hours; arrivals at any hour are welcome if the arrival time is advised.

6. Conduct and house rules

• The entire property is smoke-free and vape-free indoors. A NZ$350 cleaning charge applies to smoking in a room.
• Quiet hours are 10.00pm to 7.00am. Parties and gatherings in guest rooms are not permitted.
• Visitors who are not registered guests must leave the accommodation floors by 11.00pm.
• Alcohol is served in accordance with the Sale and Supply of Alcohol Act 2012. We will refuse service to intoxicated persons and to anyone unable to prove they are 18 or over.
• Assistance dogs are welcome throughout. Other animals cannot be accommodated.
• We may require a guest to leave, without refund, for behaviour that endangers or seriously inconveniences others, damages property, or breaches the law.

7. Gaming lounge conditions

The Horizon Room is operated in accordance with the Gambling Act 2003 and our Host Responsibility policy.

• Entry is restricted to persons aged 20 years or older. Photo identification is required and there are no exceptions.
• The gaming lounge is available on-site only. Nothing offered in the lounge is available remotely, and we do not accept play, deposits or wagers through this website or by telephone.
• Gaming cannot be charged to a room account. We do not extend credit or provide cash advances for gaming.
• Table limits, house rules and the rules of each game apply as displayed and as available from the cage.
• Management may refuse entry, close a table, or require a person to leave at its discretion.
• Photography and filming are not permitted on the gaming floor.
• Disputes about play must be raised with the duty manager before you leave the gaming floor. Decisions of the duty manager are final in relation to the conduct of a game.
• Self-exclusion may be requested at any time and is honoured for the term agreed.

8. Packages and promotions

• Packages are subject to availability, cannot be combined with another offer, and are governed by these terms together with any conditions published with the package.
• Inclusions are per stay unless described as daily. They have no cash value, cannot be exchanged, and are forfeited if unused.
• Where a package includes gaming lounge access or a gaming credit, all guests must be 20 or over with photo ID. The credit is a fixed prepaid amount issued as chips at the cage, is available on-site only, is not redeemable for cash and is not transferable.
• Any package may be booked without its gaming component at a reduced rate on request.
• We may substitute an inclusion of equivalent value where a supplier becomes unavailable.
• Package rates are prepaid and non-refundable; one date change is permitted with at least seven days' notice, subject to availability.

9. Dining and spa reservations

• Restaurant tables are held for 15 minutes past the reserved time.
• Tables of eight or more are confirmed with a card and are subject to a set menu; cancellation within 24 hours is charged at NZ$45 per person.
• Dietary requirements should be advised at least 24 hours ahead so the kitchen can prepare properly.
• Spa treatments cancelled within 12 hours, or missed, are charged in full.
• Guests should complete a health form before their first treatment. Some treatments are unsuitable during pregnancy or with certain conditions; our therapists will advise.

10. Events and group bookings

• Events are confirmed by a signed contract, which prevails over these terms where the two differ.
• A deposit of 25% is payable on signing, a further 50% thirty days before the event, and the balance within seven days after.
• Final numbers must be confirmed seven working days before the event and become the minimum charged.
• External suppliers must provide evidence of insurance and comply with our health and safety requirements.
• Decorations, signage and fixings require prior written approval. Nothing may be attached to painted or timber surfaces.

11. Damage, loss and liability

• Guests are responsible for damage caused to the property by them or their guests, charged at the cost of repair or replacement.
• Valuables should be kept in the in-room safe. We are not liable for cash, jewellery or valuables left elsewhere, subject to the Innkeepers Act 1962.
• Items left behind are held for 60 days and returned at the guest's cost where practicable.
• We are not liable for indirect or consequential loss. Nothing in these terms limits liability for death or personal injury caused by our negligence, or any liability that cannot lawfully be excluded.
• Activities booked through the concierge are provided by independent operators under their own terms; we act only as a booking agent.

12. Circumstances beyond our control

We are not liable for failure to provide services because of events outside our reasonable control, including severe weather, earthquake, flooding, fire, road or airport closure, power or water failure, public health orders, industrial action, or acts of government. Where we cannot accommodate a confirmed booking for such a reason, we will offer an alternative date or a full refund of amounts paid for the affected nights, and that is the limit of our obligation.

13. Use of this website

• Content on horizonquay.com is provided for information. Descriptions, images and rates are indicative and may change without notice; the confirmation you receive governs your booking.
• Text, images, layout and code are owned by or licensed to Horizon Quay Hospitality Ltd and may not be copied or reused without written permission.
• This website is informational only. It does not offer, and cannot be used for, any form of remote or internet-based gaming, and no wagers, deposits or play of any kind are accepted through it.
• The age confirmation shown on entry is a legal requirement under the Gambling Act 2003. Misrepresenting your age does not create any right of entry to the gaming lounge.
• Links to third-party sites are provided for convenience; we are not responsible for their content.

14. Consumer law, complaints and jurisdiction

Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 where those Acts apply. Where you book for business purposes, the parties agree to contract out of those Acts to the extent permitted.

Complaints should be raised with the duty manager during your stay, where most matters can be resolved immediately, or afterwards in writing to [email protected]. We acknowledge within five working days and respond substantively within twenty.

These terms are governed by New Zealand law, and the New Zealand courts have exclusive jurisdiction.