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 pre-pay packages or non-flexible packages there is no refund for cancellation. Flexible packages are usually 24 to 48 hours before the 2:00 pm check-in. Please check your booking confirmation for your specific cancellation policy.
Is the Reef Resort a pet-friendly hotel?
Unfortunately our property is unable to take pets. Please contact us regarding working support 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 the Reef Resort offer any accessible rooms?
Our property does offer accessible rooms, please contact the property for details.
Is the Reef Resort good for business travellers?
T.H.E. Heritage Experience looks after your Work needs by providing complimentary WiFi and printing support.
Is the Reef Resort a kid-friendly hotel?
T.H.E. Heritage Experience ensures that as part of our Play Experience, our properties are children friendly. Our reception team are able to provide you options for local activities.
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?
Are turndown services available?
Does the Reef Resort have a pool and spa?
We have a heated pool and a naturally heated thermal spa pool.
Is there free parking?
Yes, we have off street parking available (one carpark per room).
Are laundry services available?
Self-service laundry facilities are available.
Does the Reef Resort offer event venues and/or meeting spaces?
Is there an on-site restaurant?
There is no on-site restaurant however, we do offer room service breakfast.
Is there an on-site bar?
Is an airport shuttle available?
Free airport shuttles are available but must be booked in advance.
Is car service available?