FAQs

Please contact us if the answer to your question is not found below:

Looking for FAQs regarding long term accommodation in Christchurch?

1) Short stay guests:


Are airport transfers available?
A wide range of transport runs from the airport into the city costing from $7pp on the airport bus to $30-$50 for a taxi. A shuttle costs approximately $15-$20pp. The Christchurch Airport website provides information on transport options. 


Can I change or cancel my booking?
If you need to amend or cancel your existing booking, please contact us as soon as possible. Email us or go to the contact us page to send your request.


Do you have Internet access?
Your home will have a wireless broadband Internet connection. Instructions are in the folder there with the username and password. The free wifi is there for checking emails and general browsing, not for high use activities such as downloading. If you have any problems with your connection, please contact us and we will endeavor to resolve this as soon as possible. 


How do I book and confirm my stay?
Bookings will be held and confirmed on receipt of a verified credit card or a deposit can be arranged. You can book directly on our website, there is a secure area to submit your credit card details.


How far are homes from Christchurch Airport?
Most homes are located within 10-20 minutes drive of the airport. The pre-arrival information has a link to the house on Google Maps, which will be able to provide you with travel times and directions. 


How far in advance can I book an apartment?
Our booking calendar works a year in advance. We experience high demand at peak times so please book early to avoid disappointment.


How many guests can stay in each home?
Your home has a set number of beds, mostly Queen sized. We can advise at the time of enquiry on the accommodation match most suitable for your needs. We will need to know how many couples and singles you have in your group or family to match the bedding.  We can add fold down beds if requested.


How often will the home be serviced?
Your accommodation is professionally cleaned and ready for your arrival. For stays longer than 7 days a mid stay linen change is part of your accommodation fee. All homes have their own laundry facilities with additional linen supplies.


I have submitted my booking enquiry - what happens next?
We respond as soon as possible to enquiries during office hours. Expect a response within 12 hours with an email regarding rates and availability.  If your choice of holiday home or apartment is not available for your dates we will recommend alternatives.


Is it safe to use my credit card online?
Yes, you input your credit card details on our secure server, this is processed by a DPS payment system and we don't see your credit card details at all.


Is your accommodation suitable for children?
Yes, we are happy to accept children under the care of supervisors or parents. Please be aware, you are responsible for their welfare and safety as you would be at home. Please report any damage to furniture or fittings as soon as possible.


What about property or damage?
Any damage beyond ‘reasonable wear and tear’ to the property or furniture and fittings caused by guests/tenants will be charged to the guest/tenant who made the booking. Should you find anything damaged prior to your stay, please advise us immediately. Failure to do so means you are responsible for the condition of the property on departure.


What currency are prices quoted in?
All prices quoted are New Zealand Dollars (NZD).


What happens if I decide I want to leave sooner than originally planned when I first made my booking?
This is allowable, however unless we can obtain a new booking for your home, there will be no refund of the cost of accommodation on the remaining nights.


What is provided in self catering homes?
A fully self-catering villa or apartment is set up as a normal home. Full kitchen and cooking facilities, separate bathroom, a laundry that includes a washing machine (dryers can be made available), and a living/dining area. We provide tea, coffee and sugar in the kitchen.


What is the minimum length of stay?
Our homes suit short and long stays. We have a 2 night stay minimum in our homes and apartments. We recommend staying in a motel or hotel for a 1 night stay.


What is your cancellation policy?
Any cancellations within 14 days will be charged in full unless a replacement booking can by found. If you have to cancel at short notice, or when guests fail to arrive, we will try to re-let your booking, however if we are unsuccessful then you will be responsible for the balance owing.


What is your check-in and check-out times?
Check in is from 2.00pm and check out is at 10.00am. (Alternative arrangements outside these times can be arranged).


What is your no smoking policy?
All our homes are non-smoking. If you need to smoke this must be outside with respect shown for the neighbours and other guests health.


When is full payment required?
Payment is required 14 days prior to arrival either by cash, credit card or internet banking.


Who cleans the home on departure?
In order to avoid extra costs on departure the home is to be left in the same clean condition it was in at the start of your stay. Cleaning and linen is provided for all bookings. However, we ask that on day of your departure that you wash, dry and put away your dishes leaving the kitchen tidy. Please separate your rubbish into the bins provided for recycling. Instructions can be found in each house.


Why was there no response to my email?
Sometimes there are glitches in cyberspace between our booking form and computer. If in doubt or the response is slow please check the address and resend your email.


2) Long stay guests:


I have submitted my booking enquiry - what happens next?
We respond as soon as possible to enquiries during office hours. Expect a response within 12 hours iith an email regarding rates and availability. If your choice of lodge is not available for your dates we will recommend alternatives.


How do I extend my stay?
If you think you may need to extend your stay please let us know as soon as possible. You will need to apply for an extension from your insurance company if you are having EQC repairs done. To do this Fletchers or your builder sends a letter to your insurance company who then confirms the extension to your booking with us.


What bedding is provided?
Our lodges beds have mattress protectors, duvets, and pillows provided. There are spare blankets on the beds or in the cupboards.


What do I bring?
You bring your clothes, personal items and toiletries, sheets and towels.


What is provided in self catering houses?
A fully self-catering house or apartment is set up as a standard home. Full kitchen and cooking facilities, separate bathroom, a laundry that includes a washing machine (dryers can be made available), and a living/dining area. We provide tea, coffee and sugar in the kitchen.


Who cleans the home on departure?
In order to avoid extra costs on departure your home is to be left in the same clean condition it was in at the start of your stay. Cleaning and linen is provided for all bookings. However, we ask that on day of your departure that you wash, dry and put away your dishes leaving the kitchen tidy. Please separate your rubbish into the bins provided for recycling. Instructions can be found in each house.

Why was there no response to my email?
Sometimes there are glitches in cyberspace between our booking form and computer. If in doubt or the response is slow please check the address and resend your email.


Help from EQC

Earthquake Support Coordinators are available to support individuals and families directly affected by the earthquakes. This support could include your well-being, processes with EQC, insurance, or connections to services for your recovery.
Free phone: 0800 67 32 27 (Monday to Friday between 8am and 5pm)

Please refer to FAQ’s from

Southern Response
Insurance and Financial Services Ombudsman

"Location was great Property was clean. Clear instructions on how to find. Good Wifi."

Darren