Frequently Asked Questions
What time is check-in and check-out?
Check-in time is usually from 2:00 p.m. on the date of stay to 11:00 a.m. on the day of checkout. If you're arriving earlier, we can hold your bags or can possibly make your room available for an early check-in if prearranged (charges may apply). Late checkout can be arranged, subject to availability (charges apply).
What is your cancellation policy?
Our cancellation policy will be on your booking confirmation, but in general, for prepay packages or non-flexible packages, there is no refund for cancellation. Flexible packages usually allow cancellation 24 to 48 hours before the 2:00 p.m. check-in. Please check your booking confirmation for your specific cancellation policy.
Is Heritage Hanmer Springs a pet-friendly hotel?
Unfortunately our property is unable to take pets. Please contact us regarding working support and care dogs.
What is the hotel’s smoking policy?
In accordance with New Zealand smoking legislation, our properties are smoke-free. Each property does have a designated smoking/vaping area outside. There is no smoking/vaping in rooms or public areas. Cleaning charges may apply if a guest is found to have smoked inside the building.
Does Heritage Hanmer Springs offer any accessible rooms?
Our property does offer accessible rooms, please contact the property for details.
Is Heritage Hanmer Springs good for business travellers?
T.H.E. Heritage Experience looks after your Work needs by providing complimentary WiFi, printing support and conferencing facilities.
Is Heritage Hanmer Springs a kid-friendly hotel?
T.H.E. Heritage Experience ensures that as part of our Play Experience, our properties are children friendly. We provide holiday packs on arrival and our front office team are able to provide you options for local activities.
Do you have a lift?
There is no lift in the Lodge building but hotel staff will assist with luggage. If you have mobility issues, we recommend booking a downstairs room.
Is free Wi-Fi provided?
Heritage offers complimentary unlimited WiFi at our properties. A fair usage policy applies and charges may apply if excessive usage is detected.
Is room service available at this hotel?
Yes, from 6:30 am - 11.00 am and from from 4.00 pm - late.
Are turndown services available?
Does Heritage Hanmer Springs have a pool and spa?
We have an outdoor pool which is open from November - April, 9.00 am - 9.00 pm.
Is there free parking?
Yes, free parking is available.
Are laundry services available?
Yes, two washers and two dryers are available for a small fee.
Does Heritage Hanmer Springs offer event venues and/or meeting spaces?
Our Ballroom has a capacity of up to 180 people for a cocktail function or 100 people for wedding reception. Our Boardroom can take up to 15 people.
Do you have air conditioning?
There is no air conditioning in the Lodge building or Garden rooms outside. 3 bedroom villas have a heat pump and wood burning fire and all rooms have a standing fan. Extra fans are available from reception on request.
Do you have electric blankets?
All ground floor rooms and outside rooms have electric blankets. Electric blankets for upstairs rooms are available on request.
Is there an on-site restaurant?
Yes, Isobel’s Restaurant & Bar is open for breakfast from 7:30 am - 10:30 am daily and for dinner from 5:30 pm - 9.00 pm daily.
Is there an on-site bar?
Yes, open from 4.00 pm daily.
Is an airport shuttle available?
Our hotel does not operate a shuttle service. The nearest airport is Christchurch Airport, which is a 90 minute drive. We recommend Hanmer Shuttle service.
Is car service available?
Our staff are happy to drop guests off in and around Hanmer Springs Village in the hotel vehicle.