POLICIES
Our Terms & Conditions
1. GENERAL HOTEL TERMS & CONDITIONS
a. Hotel Contact Details: All reservations, booking and enquiries can be made via email and will be replied to as soon as possible, but within 24 hours at the latest. For instant confirmation please reserve via our website or alternatively call the hotel directly. Hotel reception operates 7.00am – 9.00pm daily.
b. Check In Policy: Standard check in time is from 2.00pm although you are welcome to store your luggage at the hotel if you arrive prior to 2.00pm
c. Check Out Policy: Standard check out time is up until 10.00am, please contact the hotel reception if you require a later check out time. Please note any late departures are subject to availability and charges may apply.
d. Age Policy: All reservations received must be made by persons who are 18 years or older and Proof of ID may be requested on check in. Any person under the age of 18 year must always be accompanied by an adult. Failure to comply may result in termination of the accommodation reserved.
e. Children Policy: Infants 0-2 years: Complimentary accommodation in existing bedding or a portacot may be provided on request and is subject to availability at time of booking. 3-12 years: for any rooms that are able accommodate additional people there is an additional charge of NZ$70 per child per night.
f. Extra Person Policy: Room rates are based on up to 2 people in the room and for any rooms that are able accommodate additional people there is an additional charge of NZ$70 per person per night.
g. Guarantee Policy: All reservations are required to be guaranteed by a valid credit card with sufficient funds at the time of booking, and for online bookings, the credit card will be debited for the full amount at the time of booking. We do not accept cash as an alternative and we are unable to issue room keys without a valid credit card being presented. For walk in bookings we require a credit card to secure the booking, a temporary hold will be placed on the card until check out and the bill is settled.
h. Rates Quoted – Currency & GST: All accommodation rates and services advertised by the hotel, whether directly, via marketing or online are quoted in New Zealand dollars on a per night or person basis (as specified) and are inclusive of GST of 15%.
i. Force Majeure: Wigram Hotel will not be in any breach of this agreement or in any way liable, if it is prevented from meeting its obligations due to an event of force majeure, such as an Act of God, War, Earthquake, Riot, Storm, Flood, Explosion, Strike, Pandemic or any other cause not reasonably within the control of the hotel.
j. Smoking Policy: Wigram Hotel has a strict non-smoking policy. Guests who smoke on the premises will be charged a $200 cleaning fee.
2. CANCELLATION & REFUND POLICY
a. Best Available Rate/Flexi Rate/Bed & Breakfast Rate:
Flexible cancellation with a 1-night accommodation deposit required at the time of booking and any remaining accommodation charges are processed on arrival. A credit card number is required to guarantee the booking and this will be charged the deposit at the time of reservation. If the booking is cancelled with more than 48 hours’ notice prior to 2pm check in, there is no penalty and the deposit will be refunded (less credit card surcharge), but if cancelled with less than 48 hours’ notice then the full accommodation cost is charged to the credit card provided.
All rates are inclusive of GST and there is a 2.5% surcharge when you pay by credit card.
b. Early Bird Rates: Prepaid Flexi-date - Receive 10% discount with our Flexible Rate plan with the flexibility to modify your hotel booking if your plans change up to 3 days prior to arrival, no changes can be made within 3 days of arrival. This rate is prepaid and non-refundable and must be booked at least 3 days prior to arrival. If you are unable to travel or need to change your travel dates you may re-book for an alternative date no more than 12 months from the original reservation date but must pay any difference in rate. If room rate is lower, no refund applies. New reservation dates are subject to availability at the time of booking and booking date can only be changed once.
c. Special Saver Rates: Prepaid Flexi-date - Receive 15% discount with our Flexible Rate plan with the flexibility to modify your hotel booking if your plans change. This rate is prepaid and non-refundable and if you are unable to travel or need to change your travel dates you may re-book once for an alternative date no more than 12 months from the original reservation date but must pay any difference in rate. If room rate is lower, no refund applies. New reservation dates are subject to availability at the time of booking and booking date can only be changed once.
d. Cancellation due to COVID-19 diagnosis: If the guest can provide evidence of having been declared as a positive case during the 24 hour cancellation period and can no longer travel then we will waive the cancellation fee. Evidence can be in the form of a screenshot of a message or email from the Ministry of Health.
3. PAYMENT
a. Online Payment: All online bookings made on the hotel website are charged at the time of booking using a valid credit card (Visa & Mastercard) and the card number, expiration date and card security code must be entered to complete this transaction. Online payments are made via our payment platform using a third-party provider, Windcave, who offers a secure payment system to protect customers credit card details with security settings that are compliant with all New Zealand regulatory and statutory regulations.
b. Credit Card Payments: Visa & Mastercard credit card payments are subject to a 2.5% credit card surcharge. This charge will show up on your receipt/invoice as a credit card surcharge. Payments by EFTPOS or direct credit do not incur a surcharge.
c. International Payments: Prices are advertised in New Zealand dollars so the amounts charged to credit card payments may fluctuate due to exchange rate fluctuations as bookings are converted into New Zealand dollars at the exchange rate on the day it is processed. If any cancellations are refunded, then these are also processed in New Zealand dollars at the exchange rate on the day that the refund is processed so there may be a variance to the initial amount charged. The hotel is not liable for any exchange rate variances.
d. Refunds: Any refunds will only be made to the same credit card debited for the original transaction.
e. Payment Terms for In-house Accounts: All charges must be settled on departure unless prior arrangements have been made. Credit is available to approved companies, however a credit application must be completed
f. Data Security: Wigram Hotel takes the appropriate measures, in accordance with all regulatory requirements, to protect customer Person Information (PI) against accidental or unlawful destruction, alteration or unauthorized disclosure or access. We have implemented technical measures such as firewalls, login password systems and physical protection to this end. Credit card details are entered into the Windcave system which is (Payment Card Industry Data Security Standard) PCI DSS compliant and uses a Secure Socket Layer (SSL) technology to encrypt such PI.
4. PERSONAL INFORMATION (PI)
a. Information Required & Collection: We will only collect PI that is necessary for the purposes of data processing and may be collected in certain circumstances, without limitation, as follows:
i. Hospitality activities such as booking a hotel room, check in and check out at the hotel, room charges during the guests stay, and any claims or requests.
ii. Participation in marketing programs, with customers consent.
iii. Provision of information by third party service providers such as tour operators, travel agencies, GDS reservations, online booking engines etc
iv. Internet activities such as filling in any online collection forms such as questionnaires etc
We do not knowingly collect PI from children under the age of 18 years, except name, age and nationality as provided directly by an adult on their behalf or without a relevant adult’s permission.
b. Confidentiality & Security: We will implement reasonable technical and organisational measures to protect the customers PI against accidental or unlawful alteration or loss, or from unauthorised use, disclosure or access.
c. Storage: PI will be kept for the period for the purposes of the data processing and in accordance with regulatory and statutory requirements.
5. COVID 19:
For further information on alert levels, the Covid-19 Protection Framework, please visit www.covid19.govt.nz
For the safety and well-being of our customers and suppliers we’ve developed a robust, and tried and tested, set of operating procedures to keep our clients, and our staff, safe. This includes enhanced cleaning protocols.
We’re committed to making your stay with us both highly enjoyable and safe.
The recently updated hotel rooms at the historic Wigram Hotel, Christchurch provides the ideal backdrop to unwind and disconnect.
Our guestrooms are 100% smoke-free.
Complimentary parking and Wi-Fi is available to all guests during their stay.
Check-in time begins at 2:00 p.m.
Please contact us should you plan to arrive after 9:00 p.m
for arrival instructions.