These terms apply to every booking with Wave Passage Hotels Ltd, NZBN 9429042596183, trading as Wave Passage, 31 Marine Parade, Queenstown 9300, Otago, New Zealand. Making a booking, or staying in the hotel, means these terms apply to you. Version 3, March 2026.
1. Making a booking
An enquiry sent through this website is an enquiry and not a booking. A booking exists when reservations have written back with a rate and a confirmation number and the deposit has been received. Quoted rates hold for seven days from the date of the quote.
The person named on the booking must be 18 or over and is responsible for the account and for everyone in the party.
2. Deposits and payment
- One night’s tariff holds a booking of up to three nights.
- Stays of four nights or more, and all bookings of five rooms or more, take 25% of the total.
- The balance is settled on departure by Visa, Mastercard, American Express, EFTPOS or cash. Credit card payments carry a 2.2% surcharge; debit does not.
- A card is imprinted at check-in to cover the room account. Nothing is charged to it without the account being presented first.
- Rates are in New Zealand dollars and include GST at 15%.
3. Cancelling or changing
| More than 7 days out | full refund | The deposit is returned to the card it came from within five working days. |
|---|---|---|
| Between 7 days and 48 hours | credit | The deposit is held as credit against any stay in the following twelve months. |
| Inside 48 hours | first night | One night is charged. The rest of the booking is released. |
| Not arriving | first night | Charged, and the room is released at 11am the following day. |
| Leaving early | one night | One night in lieu of notice, unless the room is re-let. |
| Five rooms or more | separate | Group bookings run on a schedule set out in the group contract, which is issued before any deposit is taken. |
Changing dates inside seven days is treated as a cancellation and a new booking if the new dates are in a higher season. Otherwise we move it and say nothing more about it.
4. Arriving and leaving
Rooms are ready from 3pm. Checkout is 11am, and 2pm for the Closeburn Suites. Late checkout to 2pm is NZ$74 where the room is free the following night. Rooms are held to 6pm on the day of arrival unless a card guarantees a later arrival; reception is staffed all night and will hold a room as long as you tell us.
5. In the rooms
- The whole building is smoke-free and vape-free, including balconies and terraces. A room that has been smoked in is charged NZ$350 for cleaning and lost nights.
- Maximum occupancy is stated for each room type and is a fire limit rather than a preference.
- Visitors are welcome in guest rooms until 10pm. After that only registered guests use the bedroom floors.
- Assistance dogs are welcome throughout. Other dogs stay in Brecon Rooms at NZ$45 a stay and are not left alone in the room.
- Damage beyond ordinary use is charged at the cost of repair or replacement, itemised, and put to you before it is charged.
6. The gaming room
The Earnslaw Room operates under the Gambling Act 2003 and a venue licence held with the Department of Internal Affairs. Entry is restricted to people aged 20 and over on production of photo identification, every time, whether or not you are staying in the hotel. House rules are posted at the door and at each table.
Gaming credit issued as part of a package is not cash, is not transferable, is not refundable, expires at the end of the stay it was issued for, and is not issued to anyone under 20. Staff may refuse service or ask a person to leave the room, and no reason has to be given beyond the licence and this clause.
No game offered by Wave Passage can be played through this website or on any device. There is no online gambling, no betting service and no remote gaming of any kind.
7. Alcohol
The hotel holds an on-licence under the Sale and Supply of Alcohol Act 2012. Identification is required from anyone who appears under 25. Staff will not serve a person who is intoxicated and are required by law to say so.
8. Liability
Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 where you are a consumer.
Valuables should go in the room safe or in the safe at reception. Vehicles and their contents are left in the car park at the owner’s risk. We are not liable for weather, road closures, cancelled flights, an operator’s cancellation, or anything else outside our control, though we will help you rearrange what can be rearranged.
9. If something is wrong
Tell the duty manager while you are in the building. Most things can be fixed the same hour and cannot be fixed at all a week later. Written complaints go to [email protected] and are answered within five working days.
10. Privacy and law
Information collected in the course of a booking is handled under the Privacy Statement. These terms are governed by New Zealand law and the New Zealand courts have jurisdiction over any dispute arising from them.