FAQs & Hotel Policies

Our standard check-in time is 3pm to 6pm.

Check-out is by 10am (11am for direct bookings). 

Early check-in is subject to availability and regrettably, cannot be guaranteed prior to arrival date. However, you are most welcome to store your luggage with us if a room is not ready for check-in upon your arrival.

Our Reception team is available to assist you from 8am to 6pm. If you are arriving later, please contact our team by emailing [email protected]

Our Reception team is available to assist you from 8am to 6pm. If you are arriving later, please contact our team by emailing [email protected]

Rooms are serviced daily unless you have your ‘Do Not Disturb’ sign on the door. For alternative arrangement, please contact our friendly Reception team.

Please hang your towels up if you do not require a fresh set. We’re all about conserving water, little changes for a big cause.

Netflix and Chromecast are available on your Smart TV. Simply log into your existing personal accounts. Remember to log out on departure.

Yes, all rooms feature individual climate control. You can adjust the temperature to your preference using the digital wall panel. Please note that your room keycard must be inserted into the power slot for the air conditioning and heater to operate.

Continental buffet breakfast is served from 8am to 10am daily.

Parking is available for NZD 25 per day. As spaces are limited, reservations are required. For more details and to reserve a space, please email us at [email protected].

Our jacuzzi is available from 10am to 8pm daily on a first-come, first-served basis. For more information or assistance, please inquire at the Reception desk.

Yes, we offer complimentary luggage storage for our guests. Please speak with our Reception team upon arrival or departure to make arrangements.

From your in-room phone: Dial 1-111 for Police, Fire or Ambulance

Please familiarise yourself with the hotel evacuation procedure attached to the rear of your room door.

If you discover a FIRE:

• Notify Reception by dialing (0).
• Sound the alarm in the corridor by breaking glass & flicking switch.
• Follow evacuation procedure sign on the rear of your room door.
• Await further instructions from hotel staff.

We are located in an area at risk to earthquakes.

If an earthquake occurs, please:

• Remain calm.
• Move away from windows, mirrors & items that may fall.
• Take cover under solid frames (table, desk or doorway).
• If outside, evade buildings, powerlines & items that may fall.
• When shaking stops, proceed with caution, expect aftershock
• If outside, stay outside. If inside, stay inside.
• Do not operate any electrical appliances until cleared by hotel staff & watch for exposed wires/other hazards.
• If you need to contact hotel staff urgently, dial (0).

The full amount of the reservation will be charged on your credit card shortly after your booking is confirmed. This reservation cannot be cancelled nor modified.

For Room Packages and Reservations with Flexible Cancellation Policy (non-discounted or promotional rates), please cancel by 3pm (hotel local time) up to three days prior to arrival to avoid a cancellation or non-arrival fee equivalent to the first night's accommodation and booked packages.

A credit card pre-authorisation covering the total cost of stay plus NZD100 bond per night up to a maximum of 3 nights is required immediately on check in. Kindly note credit card holds may take up to 10 working days to reflect on your account after departure. Payment by Eftpos or Debit Card requires the total accommodation cost to be paid upfront and a refundable security bond of NZD150 per night is required on check in. Eftpos or Debit Cards bonds will be refunded on check out, subject to all owing balances being settled.
 

Yes, credit and debit card payments will incur a transaction fee reflecting bank charges incurred by the hotel. The current fees are 2.5% in New Zealand and 1.1% in Australia of the transaction total for Visa, Mastercard, Diners, American Express and JCB Cards. Fees are subject to change and applicable fees will be confirmed upon check-in. Payment by EFTPOS do not incur any transaction fees.

Whilst your booking is confirmed. We reserve the right to amend your booking in the event of a computer, website or system error which results in the display or communication of an incorrect room rate or other incorrect details relating to your booking. We will advise you as soon as possible in the event of such an error.

Full prepayment is required for non-cancellable bookings and a valid credit card is required for flexible rate bookings.

If you would like to pay on behalf of, please email [email protected] for further information.

We take a pre-authorisation amount of NZD 100 per night, up to a maximum of 3 nights or NZD 300 at check in. We accept all major international credit cards, debit cards, EFTPOS transactions, Alipay and WeChat Pay.

The pre-authorisation amount is a security bond for any incidental expenses incurred during your stay. Any balance of the security bond will be released after check-out. Please note that this may take a few days to reflect on your bank statement.

No, we are a cashless hotel. Service Excellence has always been our priority and we continuously look for ways to innovate and work towards efficiency, lower risk and delivering delightful guest experiences.

For this reason, The Dairy Hotel Queenstown no longer accepts cash payments. Fortunately, we welcome most major international credit cards, debit cards, Alipay and WeChat Pay to facilitate smoother and faster transactions. Our Reception (Front Desk) team is available to assist you with any payment-related enquiries that you may have.

You must be 18 years old and a valid photo ID must be produced during check-in.
 

Guests are responsible for any loss, damage, or additional cleaning costs caused by themselves or their visitors during their stay. The Dairy Hotel Queenstown, A Naumi Chapter reserves the right to charge the guest for repair, replacement, or restoration costs as appropriate.

The Dairy Hotel Queenstown, A Naumi Chapter reserves the right to take necessary action where these obligations are not met, including cancellation of bookings, removal from the property, or recovery of associated costs.

All our hotels are smoke-free. No smoking allowed indoors or outdoors. This includes the use of electronic cigarettes and vapes. Please note that a cleaning fee of NZD 700 will apply if you decide to light up in the room!

While The Dairy Hotel Queenstown, A Naumi Chapter is a smoke-free hotel, there are designated smoking areas. Do note that a nominal fee of NZD 700 will apply if you decide to light up in the room!

While we maintain a no-pet policy to ensure a common environment for all guests, we fully welcome certified service animals. Please notify us at least two weeks in advance prior to your booking, so that we can advise and prepare for your arrival accordingly. Emotional support animals or general pets are not permitted on the property.

To ensure a tailored and relaxing environment for our guests, we welcome guests who are 12 years of age or older.
 

All our rooms are designed for a maximum occupancy of 2 guests. We do not offer rollaway beds or cribs.

You'll need to contact the third-party booking website or travel agency that you've booked with to make the amendments required. Do note that charges may be applicable, depending on the cancellation policy which is tied to your room booking. For future stays, we recommend booking directly through our website for more flexibility, the best flexible rates and Naumi direct perks.