FAQ
The property will provide most things you would expect in a normal holiday home. However, you will definitely need to bring your own sheets, pillowcases, towels, food and milk and personal items such as toilet paper and soap. If you feel you may need something in particular please bring it with you, just in case. Duvets, pillows and blankets are provided in all the homes, however, if you are someone who particularly feels the cold then we suggest you bring extra blankets just to be safe. We do offer a hire service for any linen, and can provide items like tea, coffee, milk etc if requested.
The office is open 9am to 5pm Monday to Friday, and 9:30am - 5pm Saturday and Sunday and public holidays. Urgent after-hours service is still available at all other times by calling the office on (03) 315 7336
On the morning of your departure you will be sent a text (SMS) with further details on the process for leaving the property, including where to leave the keys. This is a contactless, safe, service and therefore you should not need to go to the Hanmer Holiday Homes office.
Each snow event brings different circumstances and it is unusual for State Highways to be closed for long periods of time, especially the route from Christchurch to Hanmer Springs. We keep a close eye on the AA website and have up to the hour information on road conditions, however if the road is closed for a long period of time we can either re book you for another time or refund you.
No, sorry.
If you placed your booking with us via Airbnb, Booking.com, Expedia or any other company and you want to cancel or amend your booking, you will need to communicate directly with the company that you made the booking with. They will be able to help you as Hanmer Holiday Homes is not permitted to make changes to bookings from other companies.
Yes - the following are the prices for linen hire:
| Californian King sheet sets | $25.00 |
| King sheet sets | $20:00 |
| Queen sheet sets | $17:00 |
| Single sheet sets | $14:00 |
| Bath towels | $4:00 |
| Hand towels | $3:00 |
| Face Cloths | $2:00 |
Tea, coffee, sugar, milk, soap and shampoo can be hired from Hanmer Holiday Homes if needed.
We provide a contactless, safe, service for your check-in and you do not need to come to our office to collect keys, but instead go straight to the holiday home you have booked. You will be contacted a few days prior (via email) to let you know the process of check in and on the day of arrival you will be sent a text (SMS) and email with further details on how to gain access to the property.
No, if you are with other people and need to go your own way while staying at the home, then we suggest you use the lockbox provided at the property for this purpose. Don't forget the code!
No, sorry.
No. The owners of the homes have set them up for the amount of people they wish to have in their home. This is often based on seating options, home wares and facilities within the home. We do not count babies in portacots as part of this limit however.
Unfortunately not, as none of our homes meet the Work Safe requirements for charging EV’s. For the safety of all guests and the property, please do not charge your EV at the accommodation. There are designated EV charging stations available in Hanmer Springs.
Electric Vehicle Charging Terms
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Penalties for Unauthorized Charging:
Unauthorized charging of EVs may result in additional fees or penalties, including but not limited to:
• A charge to cover increased electricity usage.
• A fine for breaching the property’s usage terms. -
Liability for Damages:
Guests will be held liable for any damage caused to the property’s electrical systems or infrastructure due to unauthorized EV charging. -
Alternative Arrangements:
Guests requiring EV charging facilities are advised to contact us prior to their stay to discuss approved options or alternative arrangements.
You have options. If you choose to save some money and do it yourself then a cleaning checklist is provided in the Compendium in your home.
A cleaning service is available should you choose to pay to for it, but you need to arrange this prior to your stay. Please note that you must book our cleaning service 7 days prior to your arrival date, and if you are staying during school holidays our resources are stretched, so ask that you let us know even sooner if possible.
Please note that you will need to check-out by 10:00am if you require our cleaning service. All we ask is that you leave it nice and tidy, and the rest is taken care of. Please leave rubbish and recycling in the outdoor bins provided, wash any used dishes, or put them in the dishwasher and leave the dishwasher running, and return any furniture you may have moved during your stay.
In today’s holiday home rental marketplace, it is now common practice globally to charge a service fee. Our Guest Service Fee helps us to provide a better experience for our guest and helping you have an amazing holiday away, so is the most important part of what we do. The Guest Service Fee covers the following: Administration fee, Guest Peace of Mind Insurance (cover for you to the value of $2,000 terms and conditions apply*), tea, coffee and sugar, salt and pepper, cooking oil, dishcloth, tea towels and bathmats, cleaning products and 2 x rolls of toilet paper per toilet, inspection of the property after your departure and 24/7 guest support.
The Guest Service fee is a combination of our Administration Fee, Guest Peace of Mind Insurance, Condiments supplied at the property, a small cost toward our internet platform and to sustain our 24/7 guest support. Your service fee will be calculated and paid at the time of your booking.