Frequently Asked Questions
In this section we've answered some of our most commonly asked questions. If your query is not answered here, please don't hesitate to email us, or call us on +64 9 402 5665.
What Time Is Check-In And Check-Out?
Check in time is from 2:00 pm on the date of stay to 10:00 am on the day of checkout. If arriving earlier the property can hold your bags, or if pre-arranged can possibly make your room available for an early check-in, charges may apply. Late check-outs can be arranged, subject to availability and 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 package there is no refund for cancellation. Flexible package are usually 24 to 72 hours before the 2:00 pm check-in. Please check you booking confirmation for your specific cancellation policy.
Is The Waterfront Suites 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 the 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 Waterfront Suites Offer Any Accessible Rooms?
Our property does offer accessible rooms, please contact us for details.
Is The Waterfront Suites Good For Business Travellers?
T.H.E. Heritage Experience looks after your Work needs by providing complimentary WiFi, printing support and conferencing facilities.
Is The Waterfront Suites A Kid-Friendly Hotel?
T.H.E. Heritage Experience ensures that as part of our Play Experience, our properties are children friendly. We can provide holiday packs on arrival and have an on-site pool. Our team are also able to provide you options for local activities.
What is The Waterfront Suites doing to ensure safety in regards to Covid-19?
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?
No, unfortunately we do not offer room service.
Are Turndown Services Available?
No, we do not offer turndown services.
Does The Waterfront Suites Have A Pool And Spa?
We have a heated lap pool on-site.
Is Parking Free?
We offer free parking in our underground car park, which has a 2m height restriction.
Are Laundry Services Available?
All of our suites have washing machines and dryers for your convenience.
Does The Waterfront Suites Have Event Venues Or Meeting Spaces?
Our Three Bedroom Penthouse can be used as a meeting space. Please contact us for more information.
Does The Waterfront Suites Have A Restaurant?
Unfortunately, there is no on-site restaurant available for guests, but we are conveniently located within Paihia town, so there are plenty of cafes and restaurants right on our doorstep!
Does The Waterfront Suites Have A Bar?
We do not have a bar available but we are only a short walk from restaurants and cafes.
Is An Airport Shuttle Available?
An Airport shuttle can be arranged at an additional cost.
Is Car Service Available?
Car Service can be arranged at an additional cost.