Frequently Asked Questions

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Carrington Resort
Heritage Auckland
CityLife Auckland
Heritage Rotorua
CityLife Wellington
Rutherford Hotel Nelson
Heritage Hanmer Springs
Heritage Christchurch
Heritage Queenstown

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Where are you located?
On Maitai Bay Road on the Karikari Peninsula in Northland. For driving directions, click here see our Contact Us/Map page.

What are the differences between room types?
Lodge Rooms sleep 2 people whereas 3-bedroom Villas are fully-appointed with kitchen, laundry, garage, etc. and sleep up to 5 people.

Do you have a pool? What about a gym and any other facilities?
Yes, we have a swimming and spa pool (open Oct-March only), gym, tennis courts, petanque court, golf course, vineyard and winery.

Do you have laundry facilities?
Yes, in Villas only.

Where can I eat?
The resort has an on-site restaurant for fine dining and a pizza restaurant in the Karikari Estate Winery.

What are the check-in and check-out times?
Check in 3pm / Check out 11am.

Can I check-in earlier or check-out later?
Most of the time, but check with the hotel first.

What are the local attractions?
Fishing trips, skeet shooting, horse riding, kayaking, scuba diving, mountain biking, golf and bird watching to name a few! Click here for our Destinations & Activities page.

How many rooms can I book?
As many as you need up to the maximum of the hotel (24), subject to availability.

Do I need my credit card to make a reservation?
Yes you do, although you can pay for the booking on departure by cash or EFTPOS if desired, unless your booking is in the "Non Flexible" category in which case your credit card will be charged for the total amount of your stay within 24 hours.

When I make a booking, will my credit card details be safe?
Yes, we use secure server software (SSL) during the booking process that encrypts all personal data. To view our security certificate please click here.

How do I cancel or modify a reservation?
You can cancel by emailing (res@heritagehotels.co.nz) or phoning our reservations team (0800 368 888 in NZ, 1800 141 780 in Australia, or +64 9 408 7222 in the rest of the world). Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

What is the deadline for cancelling a reservation?
If the reservation is cancelled within 48 hours, a charge of one night’s accommodation will be made.  Should we receive less than 24 hours notice of cancellation, we will charge for every room night booked. Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

Do you offer airport transfers?
A taxi may be arranged on request.

What local transport options are available?
Rental cars may be booked in advance and picked up at the airport, but there is no official rental car desk.

What are your current specials?
Please click here to visit the Hot Deals page to see all current specials.

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Where are you located?
The hotel wing is on Hobson Street & the tower wing is on Nelson Street, in the Auckland CBD. For a street map, click here to see our Contact Us/Map page.

What are the differences between room types?
Suites are larger than Superior Rooms, with separate bedrooms and often have fold-out sofa beds, kitchenettes and laundry facilities.

Do you have a pool? What about a gym and other facilities?
Yes, we have a rooftop swimming and spa pool, indoor lap pool, sauna, tennis court and gym.

Do you have laundry facilities?
Yes, all of the rooms in the Tower Wing have laundry facilities, plus there are communal laundry facilities in the Hotel Wing.

Where can I eat?
The on-site Hectors Restaurant offers an extensive menu of regional and international cuisine. In addition The Lobby Bar is available for drinks and snacks.

What are the check-in and check-out times?
Check in 2pm / Check out 10am.

Can I check-in earlier or check-out later?
Most of the time, but check with the hotel first.

What are the local attractions?
Viaduct Harbour, Sky Tower, Queen Street, Kelly Tarltons and boat cruises to name just a few! Click here for our Destinations & Activities page.

How many rooms can I book?
As many as you need up to the maximum of the hotel (278), subject to availability.

Do I need my credit card to make a reservation?
Yes you do, although you can pay for the booking on departure by cash or EFTPOS if desired, unless your booking is in the "Non Flexible" category in which case your credit card will be charged for the total amount of your stay within 24 hours.

When I make a booking, will my credit card details be safe?
Yes, we use secure server software (SSL) during the booking process that encrypts all personal data. To view our security certificate please click here.

How do I cancel or modify a reservation?
You can cancel by emailing (res@heritagehotels.co.nz) or phoning our reservations team (0800 368 888 in NZ, 1800 141 780 in Australia, or +64 9 379 8553 in the rest of the world). Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

What is the deadline for cancelling a reservation?
You can cancel a reservation, without penalty, up until 6pm on the day of arrival. Cancellations after this time will incur a charge equal to the first night's accommodation. Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

Do you offer airport transfers?
Yes, for a cost of around $95 one way.

What local transport options are available?
Rental cars may be booked across the road, plus buses, trains and ferries all operate in the area.

What are your current specials?
Please click here to visit the Hot Deals page to see all current specials.

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Where are you located?
The main entrance is on Durham Street West in the Auckland CBD & there is another entrance on Queen Street. For a street map, click here to see our Contact Us/Map page.

What are the differences between room types?
Suites are larger than Superior Rooms, with separate bedrooms, fold-out sofa beds, full kitchen and laundry facilities.

Do you have a pool? What about a gym?
Yes, we have an indoor swimming pool and a gym.

Do you have laundry facilities?
Yes, in suites only.

Where can I eat?
The on-site Zest Restaurant offers an extensive menu of regional and international cuisine. In addition the Zest Bar is available for drinks and snacks.

What are the check-in and check-out times?
Check in 2pm / Check out 10am.

Can I check-in earlier or check-out later?
Most of the time, but check with the hotel first.

What are the local attractions?
Viaduct Harbour, Sky Tower, Queen Street, Kelly Tarltons and boat cruises to name a few! Click here for our Destinations & Activities page.

How many rooms can I book?
As many as you need up to the maximum of the hotel (201), subject to availability.

Do I need my credit card to make a reservation?
Yes you do, although you can pay for the booking on departure by cash or EFTPOS if desired unless your booking is in the "Non Flexible" category in which case your credit card will be charged for the total amount of your stay within 24 hours.

When I make a booking, will my credit card details be safe?
Yes, we use secure server software (SSL) during the booking process that encrypts all personal data. To view our security certificate please click here.

How do I cancel or modify a reservation?
You can cancel by emailing (res@heritagehotels.co.nz) or phoning our reservations team (0800 368 888 in NZ, 1800 141 780 in Australia, or +64 9 379 9222 in the rest of the world). Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

What is the deadline for cancelling a reservation?
You can cancel a reservation, without penalty, up until 6pm on the day of arrival. Cancellations after this time will incur a charge equal to the first night's accommodation. Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

Do you offer airport transfers?
Yes, for a cost of around $95 one way.

What local transport options are available?
Rental cars may be booked, plus buses, trains and ferries all operate in the area.

What are your current specials?
Please click here to visit the Hot Deals page to see all current specials.

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Where are you located?
At the corner of Froude and Tryon Streets next to the Whakarewarewa Thermal Reserve. For a street map, click here to see our Contact Us/Map page.

What are the differences between room types?
Our Superior rooms are larger than Standard rooms plus we have a few suites with separate bedroom, kitchenette & laundry facilities

Do you have a pool? What about a gym?
Yes, we have a thermally-heated swimming pool, spa pools and gym.

Do you have laundry facilities?
Yes, in suites only.

Where can I eat?
The on-site Chapmans Restaurant offers an acclaimed buffet and a la carte menu. In addition the Chapmans Bar is available for drinks and snacks.

What are the check-in and check-out times?
Check in 2pm / Check out 10am.

Can I check-in earlier or check-out later?
Most of the time, but check with the hotel first.

What are the local attractions?
Whakarewarewa Thermal Reserve, redwood forest, and mountain biking are a few! Click here for our Destinations & Activities page.

How many rooms can I book?
As many as you need up to the maximum of the hotel (203), subject to availability.

Do I need my credit card to make a reservation?
Yes you do, although you can pay for the booking on departure by cash or EFTPOS if desired unless your booking is in the "Non Flexible" category in which case your credit card will be charged for the total amount of your stay within 24 hours.

When I make a booking, will my credit card details be safe?
Yes, we use secure server software (SSL) during the booking process that encrypts all personal data. To view our security certificate please click here.

How do I cancel or modify a reservation?
You can cancel by emailing (res@heritagehotels.co.nz) or phoning our reservations team (0800 368 888 in NZ, 1800 141 780 in Australia, or +64 7 348 1189 in the rest of the world). Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

What is the deadline for cancelling a reservation?
You can cancel a reservation at any time, however if this is done later than 6pm on the date of stay a charge of the first night's accommodation will be made. Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

Do you offer airport transfers?
Yes, for a cost of around $30 one way, to be booked in advance.

What local transport options are available?
Rental cars may be booked, plus buses operate in the area. A complimentary shuttle bus links to the town centre every hour.

What are your current specials?
Please click here to visit the Hot Deals page to see all current specials.

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Where are you located?
The pedestrian entrance is on Lambton Quay in the Wellington CBD. For a street map, click here to see our Contact Us/Map page.

What are the differences between room types?
Suites are larger with separate bedrooms and often have fold-out sofa beds, full kitchens and laundry facilities.

Do you have a pool? What about a gym?
We have a gymnasium but no pool.

Do you have laundry facilities?
Yes, in suites only.

Where can I eat?
The Living Room is open for breakfast in the morning, however it does not serve evening meals. Selected local restaurants are able to deliver meals to your room. Menus for these restaurants are available in all rooms.

What are the check-in and check-out times?
Check in 2pm / Check out 10am.

Can I check-in earlier or check-out later?
Most of the time, but check with the hotel first.

What are the local attractions?
Te Papa, The Beehive (Parliament) and Lambton Quay to name a few! Click here for our Destinations & Activities page.

How many rooms can I book?
As many as you need up to the maximum of the hotel (70), subject to availability.

Do I need my credit card to make a reservation?
Yes you do, although you can pay for the booking on departure by cash or EFTPOS if desired unless your booking is in the "Non Flexible" category in which case your credit card will be charged for the total amount of your stay within 24 hours.

When I make a booking, will my credit card details be safe?
Yes, we use secure server software (SSL) during the booking process that encrypts all personal data. To view our security certificate please click here.

How do I cancel or modify a reservation?
You can cancel by emailing (res@heritagehotels.co.nz) or phoning our reservations team (0800 368 888 in NZ, 1800 141 780 in Australia, or +64 4 922 2800 in the rest of the world). Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

What is the deadline for cancelling a reservation?
You can cancel a reservation at any time, however if this is done later than 6pm on the date of stay a charge of the first night's accommodation will be made. Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

Do you offer airport transfers?
Yes, for a cost of around $50 one way, to be booked in advance.

What local transport options are available?
Rental cars may be booked across the road, plus buses and ferries operate in the area.

What are your current specials?
Please click here to visit the Hot Deals page to see all current specials.

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Where are you located?
We are located at the corner of Trafalgar Square in the centre of Nelson. For a street map, click here for our Contact Us/Map page.

What are the differences between room types?
Suites are larger than Executive Rooms, with separate bedroom plus kitchen facilities.

Do you have a pool? What about a gym?
Yes, we have a swimming pool, sauna and gym.

Do you have laundry facilities?
Yes, on the 4th and 6th floors.

Where can I eat?
There are two restaurants on site: Oceano seafood restaurant and Miyazu Japanese restaurant. In addition The Rutherford Café is available for daytime snacks and the Port 'O' Call Bar for evening drinks.

What are the check-in and check-out times?
Check in 2pm / Check out 10am.

Can I check-in earlier or check-out later?
Most of the time, but check with the hotel first.

What are the local attractions?
Nelson Cathedral, Abel Tasman National Park and vineyards to name a few! Click here for our Destinations & Activities page.

How many rooms can I book?
As many as you need up to the maximum of the hotel (113), subject to availability.

Do I need my credit card to make a reservation?
Yes you do, although you can pay for the booking on departure by cash or EFTPOS if desired unless your booking is in the "Non Flexible" category in which case your credit card will be charged for the total amount of your stay within 24 hours .

When I make a booking, will my credit card details be safe?
Yes, we use secure server software (SSL) during the booking process that encrypts all personal data. To view our security certificate please click here.

How do I cancel or modify a reservation?
You can cancel by emailing (res@heritagehotels.co.nz) or phoning our reservations team (0800 368 888 in NZ, 1800 141 780 in Australia, or +64 3 548 2299 in the rest of the world). Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

What is the deadline for cancelling a reservation?
You can cancel a reservation at any time, however if this is done within 48 hours of the date of stay a charge of the first night's accommodation will be made. Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

Do you offer airport transfers?
Yes, for a cost of around $25 one way, to be booked in advance.

What local transport options are available?
Rental cars may be booked, plus buses operate in the area.

What are your current specials?
Please click here to visit the Hot Deals page to see all current specials.

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Where are you located?
On Conical Hill Road in the centre of Hanmer Springs. For a street map, click here to see our Contact Us/Map page.

What are the differences between room types?
Deluxe Rooms are larger than Superior Rooms, with Garden Rooms larger again and situated in the grounds. Villas have 3 bedrooms, kitchen, laundry, garaging, etc.

Do you have a pool? What about a gym?
We have an outdoor swimming pool (unheated), tennis court and petanque court but no gym.

Do you have laundry facilities?
Yes, in Villas only.

Where can I eat?
The on-site Isobel's Restaurant offers an extensive menu of regional and international cuisine. In addition an open-fire lounge bar is available for drinks and snacks.

What are the check-in and check-out times?
Check in 2pm / Check out 10am.

Can I check-in earlier or check-out later?
Most of the time, but check with the hotel first.

What are the local attractions?
Hanmer Springs Thermal Pools & Spa, jet boating, mountain biking and bush walking to name a few! Click here for our Destinations & Activities page.

How many rooms can I book?
As many as you need up to the maximum of the hotel (65), subject to availability.

Do I need my credit card to make a reservation?
Yes you do, although you can pay for the booking on departure by cash or EFTPOS if desired unless your booking is in the "Non Flexible" category in which case your credit card will be charged for the total amount of your stay within 24 hours.

When I make a booking, will my credit card details be safe?
Yes, we use secure server software (SSL) during the booking process that encrypts all personal data. To view our security certificate please click here.

How do I cancel or modify a reservation?
You can cancel by emailing (res@heritagehotels.co.nz) or phoning our reservations team (0800 368 888 in NZ, 1800 141 780 in Australia, or +64 3 315 0060 in the rest of the world). Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

What is the deadline for cancelling a reservation?
You can cancel a reservation at any time, however if this is done later than 6pm on the date of stay a charge of the first night's accommodation will be made. Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

Do you offer airport transfers?
Unfortunately we do not offer airport transfers at this time.

What local transport options are available?
Local buses service the area. There is no rental car office in Hanmer Springs.

What are your current specials?
Please click here to visit the Hot Deals page to see all current specials.

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Where are you located?
Behind the Cathedral on Cathedral Square in the Christchurch CBD. For a street map, click here to see our Contact Us/Map page.

What are the differences between room types?
Suites are situated in the Old Government building and are fully self-contained. The Deluxe and Executive Rooms are located in the Tower Wing.

Do you have a pool? What about a gym?
Yes, we have an indoor lap pool, spa pool, sauna and gym.

Do you have laundry facilities?
Yes, in suites only.

Where can I eat?
The on-site Maddisons Restaurant offers an extensive menu of regional and international cuisine. In addition Font Bar is available for drinks and snacks.

What are the check-in and check-out times?
Check in 2pm / Check out 10am.

Can I check-in earlier or check-out later?
Most of the time, but check with the hotel first.

What are the local attractions?
Christchurch Cathedral, Cathedral Square and Hagley Park to name a few! Click here for our Destinations & Activities page.

How many rooms can I book?
As many as you need up to the maximum of the hotel (176), subject to availability.

Do I need my credit card to make a reservation?
Yes you do, although you can pay for the booking on departure by cash or EFTPOS if desired unless your booking is in the "Non Flexible" category in which case your credit card will be charged for the total amount of your stay within 24 hours.

When I make a booking, will my credit card details be safe?
Yes, we use secure server software (SSL) during the booking process that encrypts all personal data. To view our security certificate please click here.

How do I cancel or modify a reservation?
You can cancel by emailing (res@heritagehotels.co.nz) or phoning our reservations team (0800 368 888 in NZ, 1800 141 780 in Australia, or +64 3 377 9722 in the rest of the world). Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

What is the deadline for cancelling a reservation?
You can cancel a reservation at any time, however if this is done later than 6pm on the date of stay a charge of the first night's accommodation will be made. Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

Do you offer airport transfers?
Yes, for a cost of around $50 one way, to be booked in advance.

What local transport options are available?
Rental cars may be booked across the road, plus buses and trams operate in the area.

What are your current specials?
Please click here to visit the Hot Deals page to see all current specials.

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Where are you located?
On Fernhill Road off Lake Esplanade. For a street map, click here to see our Contact Us/Map page.

What are the differences between room types?
Suites are a larger than deluxe rooms, with an open plan including a kitchenette and washer/dryer unit. Villas have 3 bedrooms, kitchen, laundry, garaging etc. All rooms differ in forest or lake views.

Do you have a pool? What about a gym?
Yes, we have a heated swimming pool, spa pool, sauna and gym.

Do you have laundry facilities?
Yes, in our Villas and Suites only. We also have a guest laundry on-site, for a nominal fee.

Where can I eat?
The on-site Mackenzies Restaurant offers an extensive menu of regional and international cuisine. In addition an open-fire lounge bar is available for drinks and snacks.

What are the check-in and check-out times?
Check in 2pm / Check out 10am.

Can I check-in earlier or check-out later?
Most of the time, but check with the hotel first.

What are the local attractions?
Take your pick! Lake Wakatipu, ski fields, mountain biking, Arrowtown, Milford Sound, Jet Boating, Skyline Gondola, or tramping in the Mount Aspiring & Fiordlands National Parks. Click here for our Destinations & Activities page.

How many rooms can I book?
As many as you need up to the maximum of the hotel (211), subject to availability.

Do I need my credit card to make a reservation?
Yes you do, although you can pay for the booking on departure by cash or EFTPOS if desired unless your booking is in the "Non Flexible" category in which case your credit card will be charged for the total amount of your stay within 24 hours.

When I make a booking, will my credit card details be safe?
Yes, we use secure server software (SSL) during the booking process that encrypts all personal data. To view our security certificate please click here.

How do I cancel or modify a reservation?
You can cancel by emailing (res@heritagehotels.co.nz) or phoning our reservations team (0800 368 888 in NZ, 1800 141 780 in Australia, or +64 3 442 4988 in the rest of the world). Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

What is the deadline for cancelling a reservation?
You can cancel a reservation at any time, however if this is done within 48 hours of the date of stay a charge for 1 night's accommodation will be charged. Note that if you have reserved accommodation in the "Non Flexible" category your credit card will be charged for the total amount of your stay within 24 hours and no cancellations, refunds or amendments are permissible.

Do you offer airport transfers?
Yes, for a cost of around $30 one way.

What local transport options are available?
Rental cars may be booked, plus buses operate in the area. A complimentary shuttle bus links the hotel to the town centre every half hour.

What are your current specials?
Please click here to visit the Hot Deals page to see all current specials.

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