Privacy Policy & Protocols

What Information Do We Collect?

Short term guest, we collect and require the following information directly from you:

  • Personal contact information (name, contact phone number & email address, valid photo ID).

  • When booking direct or via booking sites that do not take bonds, we require a credit card matching the head guest details.

Long term guests, a tenancy application must be completed by you:

  • Personal contact information (name, contact phone number & email address, valid photo ID).

  • Personal references.

Property owners, an owner agreement is completed by you:

  • Personal contact information (name, contact information, bank account details and property address).

Why Do We Collect This Information?

  • We require this information to carry out required business processes to ensure your stay with us of any length, is hassle free and to communicate with you at all times.

  • Valid photo identification is required to prevent credit card fraud and to screen our guests. A matching credit card is required to safe guard the property during your stay and to ensure Stay Ltd’s Terms & Conditions as well as our House Rules are abided by. If you are not able to present any of this information, we hold the right to cancel your booking.

  • Owner information is collected to ensure we can offer prompt communication at all times.

How Is Your Information Stored?

  • Photo ID is kept for the duration of your stay via a secure system and only accessible by our directors. After your stay, this information is then deleted and never shared to a third party unless there is a situation involving your safety (building managers or authorities only).

  • Your credit card information is stored via a secure network (Windcave) and not accessible to any personnel after the details have been entered into our system.

  • You can request a copy of the information we hold on you during your stay with us and can contact us if any information requires correct via aread@stayltd.co.nz.

Third Party - Maintenance

If you are a long term tenant and maintenance is required during your tenancy, we will ask if you would like your personal contact information shared with the qualified tradesmen to arrange a suitable time for access. Such third party services are governed by the privacy policies of their company.

Cancellation Policy

If you are a regular client of Stay Ltd, we understand work schedules can change at the last minute and we are happy to accommodate such changes up to 24 hours before check in.

If you are new to Stay Ltd the standard cancellation policy will apply which:

  • A full refund (less credit card fees) will be received if cancellation are 7+ days prior to check-in for a stay less than two weeks.

  • A full refund (less credit card fees) will be received if cancellations are 14+ days prior to check-in for stays greater than two weeks.

  • Cancellations received within these time periods will receive a 50% refund for their booking total (less credit card fees).

If there is a change in the New Zealand government Covid-19 restrictions making it illegal for you to travel to Auckland, a full refund (less credit card fees) will be warranted with a 10 days notice before check-in. If cancellation is received with less than 10 days notice prior to check-in, we can either hold your total booking in credit (valid for 12 months) or offer a 50% refund.