Policies

Our happy people policy

At Edelweiss Motel, Paihia Bay, of Islands, we operate a Happy People Policy - If you're happy and you know it.... Tell somebody! We prefer that only Happy People stay with us.

Now for the serious stuff

Reservations and cancellation policy

• Cancellations made up to 7 days before the booked date incur no charges. Thereafter, the deposit may be retained. Cancellations with less than 48 hours notice may result in the total amount for the booked accommodation being charged.
• Check-in is available from 2pm on the day of arrival. Check-out time is 10am on the day of departure. Early check-in and/or check-out is by arrangement only.
• Payment for all accommodation must be made in full on the day of departure (if not already done so). Overdue/recovery charges may be made if your account is not paid on time.
• No visitors are allowed in rooms after 10pm. Any damage to the room or property may be charged, plus a charge for any resultant loss of income if applicable.
• Smoking is not allowed in any rooms at Edelweiss Motel. If you do smoke, then you may be charged appropriate cleaning and loss of income charges.

Complaints & Accolades

At Edelweiss Motel Paihia, Bay of Islands, we strive at all times to deliver a professional, caring and courteous service to all our customers all of the time. However if you feel we have not lived up to this promise or if you feel we can improve or enhance our existing services we would like to hear from you.

Our formal customer Complaint Procedures and Guest Comment Cards are available at reception however if there is something troubling you, please do let us know as soon as possible

Complaints procedure

If you have a comment to make regarding our service you can:

• just let us know at reception
• use a guest comment card
• write to us at the address below

Your comment is important to us and you will receive a written response.

Our standards for dealing with complaints.

• We will treat your complaint properly, fairly and impartially
• We will apologise for any mistake, explain what happened and put it right where ever possible
• We will change the way we do things to avoid making the same mistake in the future

Complaints Procedure - Stage One

If you are dissatisfied with some aspect of our service, please express this to the person with whom you are dealing who will try to help. We aim to resolve all difficulties quickly and efficiently.

Complaints Procedure - Stage Two

If the first response is not satisfactory, you can write to our owners. They will investigate further and you will receive a response within 10 working days of receipt. The address to write to is: Hanno NZ Limited, PO Box 18, Kerikeri, New Zealand.