Frequently asked questions

Frequently Asked Questions

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To help you find answers to your questions faster, we have compiled quick answers to the most common questions from our guests. Start by choosing a help topic from the list below:

    1. Reservations
    2. Cancellations
    3. Payment
    4. Pricing
    5. Room Types
    6. Property Policies
    7. Facilities and Special Requests

1. Reservations

  • How can I make a reservation?

To make a new reservation, find your preferred property on and submit a direct booking, or call our Central Reservations team on 0800 804 653 for assistance (toll free, within New Zealand only), or +64 (03) 358 7900 if calling from overseas (charges apply).

  • Can I make changes to my bookings, e.g. change dates?

Yes! You can make changes to your booking. Depending on the property's policy, you can do the following:

  • Change dates
  • Cancel your booking
  • Update or change guest details
  • Change room type
  • Add a room
  • Add a meal
  • Enquire about special requirements

Please note that changes to your booking may result in additional cost. Please check your booking confirmation for details and contact our Central Reservations Team for assistance.

  • Can I request an extra bed in my room and will there be extra costs for this?

Yes, please place your request for any extra bed / cot in the Special Request box before you submit your booking. Any special request fees are determined by the property and you will pay any additional costs to the property directly.

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2. Cancellations

  • Can I cancel my bookings?

Yes.  Cancellations can be made direct with the property or you can contact our Central Reservations Team for assistance. In either case your cancellation must reach the property prior to 4 pm (NZ time), 48 hours before the date of stay.

Failure to cancel your reservation by this time may result in full cancellation charges. Cancellation fees are determined by the property and listed in your booking confirmation.

  • If I need to cancel my booking, do I have to pay a fee?

If you have a free cancellation booking, you won't pay a cancellation fee (see point 5 below). If your booking is not free to cancel or is non-refundable, charges may apply.

Any cancellation fees are determined by the property.

  • Where can I find my properties cancellation policy?

The cancellation policy will appear in your booking confirmation. You can also find the information on the properties page on this website.

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3. Payment

  • Which payment methods are accepted?

Ezibed accepts payments via Visa, MasterCard and Amex credit cards.

  • Who is going to charge my credit card and when?

Payment is handled by Ezibed and your credit card will be charged when you submit your booking through

  • Are my credit card details safe? uses a secure connection for your booking and payments are being processed by our payment systems provider Stripe.

Stripe is a PCI Service Provider Level 1 which is the highest grade of payment processing security. All transactions are SSL (Secure Socket Layer) protected and your information are securely transmitted during the processing of all payments. All credit card numbers are encrypted and safely stored in Stripe's data-center.

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4. Pricing

  • What currency are the prices shown on

The prices shown on are in New Zealand Dollar (NZD).

  • Are the prices shown on per person or per room?

The prices shown for the room are per night, per room. The total price for your stay will be shown in the booking summary before you complete the booking and on your booking confirmation.

  • Are taxes included in the price?

The prices shown on are in New Zealand Dollar (NZD) and include GST (New Zealand's Goods and Services Tax). The current GST rate is 15% which is subject to change.

  • Do I pay the full price for children?

The pricing structure for children is determined by the property. As a general rule, if a bed is required for children, then the property will charge for the extra requirement and you will have to pay any additional costs to the property directly.

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5. Room Types

  • What's the difference between a Double room and a Twin room.

A Double Room has one double bed and a Twin Room has 2 separate beds. If a room is called Double/Twin, it can be set up for either type. You can specify your bedding preference in the ‘Special Requests’ box during the booking process.

  • What means "non-refundable" or "free cancellation" in regards to my room?

The accommodation provider has a different policy assigned to every room.

Non-refundable means that any payments made will not be returned if you decide to cancel or make changes to your booking.

Free cancellation means you can change or cancel your booking free of charge if done within the timeframe set by the accommodation provider. You can find this information in the room details and in your booking confirmation.

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6. Property Policies

  • How can I find out about the check-in / check-out times?

You can find the check-in / check-out times on the properties detail page, under facilities, and also on your booking confirmation.

  • I will be arriving earlier / later than the stated check-in time. Can I still check-in?

The standard check-in time in New Zealand is usually anytime after 2pm. If you expect to arrive earlier or after 7pm in the evening, please contact our Central Reservations Team or the property direct to advise of your expected time of arrival.

  • I want to check our after the stated check-out time. What should I do?

The standard check-out time is 10:00am. Please ask about late check-out options in the Special Request box before you submit your booking.  Late check-outs usually depend on the availability at the time of your booking and are subject to confirmation. Please note that late check-outs may incur an extra charge. Please check with the property at reception upon your arrival.

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7. Facilities and Special Requests

  • How can I find out if a property has a certain facility, e.g. Spa?

You can find the list of all property facilities under the 'Facilities' tab on the property page.

  • How do I know if the property has parking facilities?

You can find this information under the Facilities' tab on the properties page. If the accommodation provider requests you reserve parking, please contact them directly with the contact information provided in your booking confirmation.

  • How can I find out if the accommodation provider offers a shuttle service and how can I book it?

If the accommodation offers a shuttle service it will be listed under the 'Facilities' tab on the property page. When you make your reservation, add a note under the 'Special Requests' option on the booking form to advise of your arrival time at the airport. Once you have made your reservation, please contact the accommodation to arrange the airport transfer directly. The contact information will be on your booking confirmation. Please have your flight details ready.

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Concerns or complaints

Should you experience any difficulties with your accommodation, please contact our Central Reservations Team during your stay to register your concern. Every effort will be made to rectify the situation and make your stay as comfortable and enjoyable as possible.

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Thank you for booking with Ezibed. We hope you enjoy your stay in New Zealand - wherever you go.