Frequently asked questions

What is your check-in and check-out time?
Check in is from 2.00pm and check out is at 10.00am.

How far are you from Taupo township?
Approximately 1.5 km, only a few minutes drive from town centre.

Do you have an on-site restaurant?
No, however there are a few good restaurants within easy walking distance.

How long before I will receive an email reply?
We endeavour to check our emails at least 3 times per day. If you have not received a reply from us within 24 hours then you may have provided us with an incorrect email address, therefore we suggest you re-submit your booking or email to us.

How do I confirm my stay?
No reservation will be accepted or guaranteed unless a valid credit card number, cardholders name and card expiry date are supplied at the time the booking is made. If you don't have a credit card, we require a deposit to the value of one night's accommodation.

Why do you ask for my credit card details when I make a booking?
We hold your credit card details to guarantee your reservation. We do not charge your card until you check-out.

Is it safe to submit my credit card details through your website?
We treat the security of our guest's information very seriously. To ensure your security, all credit card transactions are secured by SSL, which encrypts the credit card number so as to make it unavailable to any other party.

What is your cancellation policy?

• Any bookings cancelled less than 2 days prior to arrival may incur a cancellation fee equal to one night's accommodation and will be charged against your credit card OR deposit will be forfeited.
• Failure to notify cancellation of booking may incur the full amount.
• Note: Special conditions apply to group bookings and long term stays during major events.

How can I change or cancel my booking?
If you need to amend or cancel your existing booking, please contact us on Phone +64-7-377 0655 as soon as possible. Alternatively send us an email sails@paradise.net.nz

Why am I charged for using the Internet from my room?
Ask about using our free wireless Internet. If you use dial-up Internet from your room contacting a New Zealand Internet Service Provider (ISP) is a local business call, which we are charged for by Telecom. The charge to you is approx. $1.00 per 10 minutes (subject to variations in dial-up locations).

Do you have smoking rooms?
All our rooms are designated "Non Smoking". Guests who do smoke in their rooms will be liable for an extra charge, the minimum amount being the standard tariff for one night while the room is prevented from being used. We are sorry but there will be no exceptions to this policy.