FAQs

Check In

What time is check in?

Check in is 2.00 pm.  We will, of course, check you in earlier than 2.00 pm if the apartment is ready.

Can I arrive in the morning?

To guarantee early access (many flights from the USA arrive early in the morning) please book the apartment for the night before.

How do I collect my keys in the weekend?

We have six lock boxes outside our office for after hour collections and some apartment complexes will accept keys on our behalf.

I am arriving at night when you are closed - how do I collect my keys?

We have a number of options just contact us and we can arrange for you to use a lock box outside our office, or you may have friend in Auckland already who can collect them.  Some apartment complexes will accept key packs on our behalf.

Can I go straight from the airport to the apartment?

We can provide a meet/greet/transfer for those whom wish to book this service, they will have the keys & instructions to your accommodation with them - just let us know your flight details and we will arrange this for you. The cost for this service from the airport to our CBD apartments is NZD120 and can be charged to your accommdation booking.

Can you meet me at the apartment - I don't want to go to your office?

We can make arrangements for a meet & greet at the actual premises at a specified time - there is a $50 fee for this service.

Check Out

What time is check out?

Check out is 10.00 am. 

Can I have a late check out?

To guarantee a late checkout please book the apartment for the night you leave.  Alternatively contact us 24 hours before departure and we will endeavour to accommodate your request at no charge.  But as our apartments are throughout the CBD,  the cleaners are not based on site so should they arrive and you are still in the apartment unfortunately a surcharge will be charged to your credit card.

What do I do with the keys for the apartment when I leave?

Leave the keys inside the apartment and lock the door - the cleaners will return them to us. In some complexes you will need to remove your car from the carpark and then return to the apartment to leave the keys inside the apartment. 

Can I leave the keys at the complex reception?

You have hired a private apartment which is therefore not managed by the Hotel or Building Manager - please therefore do not leave them there as the front desk will take no responsibility for them and you will be charged for a replacement set.

Whoops, I forgot to leave the keys - I will return them when next time I am passing.

Sorry, the next guest does need these keys/swipes, so consequently there is a $150 fee per set to replace keys and/or security swipes if not returned within 24 hours of your departure. For security reasons we do not hold an unlimited supply of access keys to your apartment.

Payment

I am viewing your site in the USA - are your prices in US dollars?

No all prices quoted on our website are in NZ dollars.

When do I have to pay?

Full payment is due at the time of booking,  Your apartment booking is not secure until payment is received. 

Do you take credit cards?

We accept Visa, MasterCard & AMEX which incur a 3% surcharge. 

Can I pay by internet banking, bank transfer or WeChat?

Yes, however, you will need to lodge a credit credit card initially which is tokened for $1 against the booking for bond purposes.  Let us know the method you prefer when you book online and we will send you the necessary details/links.

Do you have EFTPOS?

I am sorry we do not have this facility.

Can I pay cash on arrival? 

Your booking is not confirmed until payment is made and a credit card lodged for the bond.  Should you wish to extend your stay we do accept cash but please bring the exact amount as we do not hold a float in our office.

Do I have to pay a bond?

For stays between 1 and 12 weeks we do not take a cash bond, instead we hold your credit card details on our secure site.  We do not charge your card without contacting you first. 

How long do you hold my card on file?

Your card details are automatically deleted 10 days after departure.

Can I have a GST receipt?

We can issue a receipt but there is no tax on your stay as you have hired a private apartment and entered into a residential tenancy contract.

Terms & Conditions & Cancellation Policy

What is your cancellation policy?

For a 50% refund, cancellation must be made 7 full days prior to check in time (2:00 pm) of the arrival date, otherwise no refund. For example, if check-in is on Friday, cancel by Friday of the previous week before 2.00 pm NZ time.
If you cancel less than 7 days in advance, the nights not used are not refunded.
If you arrive and decide to leave early, the nights not used are not refunded.

Is the apartment I have booked definitely the one I will get?

Yes, that is our aim.   However all apartments, townhouses & houses available are privately owned and sometimes can be withdrawn by the owners for personal reasons at short notice.  If this occurs Quinovic Viaduct will offer an alternative apartment of similar quality, facilities, and value.  If the tenant is not happy with the alternative offered Quinovic Viaduct will refund the rent in full, as long as the booking is cancelled prior to occupation.

I just want to book for a couple of days - it's available why can't I book it?

Our minimum stay is one week, body corp rules on most complexes do not allow us to book for shorter periods than this.  You are welcome to stay for less than a week but the weekly rate would apply.

I want to book for next year - why can't I see the availability?

Due to the management contracts with our owners we only accept bookings up to 3 months in advance.  

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Extra Services

Can I order an extra bed?

We do stock a number of rollaway beds but not all properties are approved for extra beds. Where applicable the cost is $70 per week or part thereof - bookings essential.

Do you supply baby cots or high chairs?

Yes we do have a limited supply, please request these at the time of booking. The price is $50 per week or part thereof plus a delivery fee to the apartment. 

Does the apartment have a car park?

The listing will clearly state if there is car park with the apartment. 

Can I hire another car park?

We do not have car parks on our books to hire separately for short stays. Occasionally we may be able to provide an additional car park if another apartment which we manage in the complex is not using theirs for some reason.  But we are unable to guarantee additional car parks with apartments.

Do you supply groceries?

We can supply grocery packs for an additional fee.

Does my apartment have Sky Sports?

Some, but not all, of our apartments have a basic Sky Package.  Some apartment complexes take the building sky feed which includes both movies and sports. Please check the amenities listed for each individual apartment. Should you wish to add extra channels we can do this for $35 per package per month or part thereof - if possible please prebook these.

Is internet included?

All our apartments have free unlimited wifi for up to 10 devices. . 

 

 

Inclusions

Does the rental include taxes?

Tax is not applicable as your stay is classified as a residential tenancy.

Does the rental include wifi?

Unlimited Internet is included in your rent for 6-10 devices depending on the property.

Are there any hidden charges?

Payment by credit card is subject to a surcharge of 3% for Visa or Mastercard or AMEX.

Your rent includes an allowance for power.  

$120 pm for one bedroom apartments.

$150 pm for two bedroom apartments.

$200 pm for three bedroom apartments.

Should you exceed this allocation an invoice for the excess will be sent to you. Electricity is expensive in New Zealand so please ensure that such items as heaters and aircon is turned off when you aren't there. If gas is connected we also include an allowance of $50 per month.

Should you leave the apartment in an excessively dirty state we also reserve the right to charge you an additonal housekeeping fee.

Do I have to bring my own linen?

All our apartments have high quality linen in them already which we change weekly when we service the apartment.

Do you supply tea & coffee?

No,we do not supply any consumables, but you can order Grocery Packs to be in the apartment on your arrival. 

Do you supply cleaning products?

We supply a few sachets of laundry powder, dishwashing liquid and dishwasher powder to start you off when you arrive. 

 

Property Management

I have a property which I would like you to manage.

We would be happy to meet with you to give you a free rental appraisal and discuss the best way we can help in the management of your home or investment property, please contact us for an appointment.

Can I smoke on the balcony or in the courtyard/balcony?

Some complexes are now totally smokefree including all common areas but ALL the apartments we manage are non smoking both inside and on the balconies regardless of the complex rules.  Breaches of this condition may result in a deodorising charge of up to $2000 depending on the size of the apartment and possible eviction.  Please respect this rule for all concerned. 

Can I bring my dog/cat? "he is really cute and no trouble"

Individual Body Corp rules vary regarding pets.  Rule of thumb is no pets but some owners will consider a small animal if you are staying for over a month subject to a non refundable surcharge of between $250-$350 depending on the size of the property. This is to cover extra cleaning on departure but does not cover any actual damage which your pet may cause during your stay.

Housekeeping

When do the cleaners come?

The cleaners come between 10am and 4pm, they have their own access keys.  They will come weekly on the anniversary of the day of your arrival. Although we do endeavour not to disturb you in the weekend if at all possible.

What does the weekly service include?

Beds are remade with freshly laundered/ironed linen, towels etc are replenished. The bathroom is cleaned and the kitchen is given a wipe down. The apartment is dusted and floors vacuumed and/or washed. Balconies and courtyards are swept/washed and windows where accessible are cleaned. We do not wash dishes as all apartments have dishwashers for this purpose.  Please remove your rubbish daily to the dedicated areas within the complex.  Should you leave the apartment in an excessively dirty state you will be charged a departure surcharge.

Can I change the day or time of the service?

Yes please contact our office 24 hours prior to service to arrange this. But should the cleaners arrive and for any reason are turned away, a surcharge will apply unfortunately, as our cleaners are not based on site.

I am staying for 9 days do I have a mid stay service?

For stays between 9 - 13 days we will schedule a service half way through your stay.  For days of 8 days or less we do a departure service only.

Can I have daily servicing?

We can arrange this at an additional fee, but please request this prior to arrival as the cleaners are not based on site and schedules need to be prepared in advance.

Does the rent include linen and towels?

Yes all beds are made up with fresh linen, we supply two towels per person per week plus face cloths, hand towels, bath mats and tea towels.. 

Do you supply towels for the swimming pool?

No I am afraid we do not supply additional towels for the pool unless you are staying at Clifton House where we supply towels for their private pool.

Do you supply cleaning consumables?

We supply soap and a small amount of dishwashing tablets, liquid and laundry powder on arrival.  But this is just enough to get you started not a supply for the entire time you are there.

Do you supply a laundry service?

All our apartments have laundries in them or a coin operated one in the building for your use. We also supply clothes drying frames in the apartment should you not wish to use the dryer, but please do not put these out on the balconies as this is against body corp rules for city apartment complexes.

 

 

Can't find your question? Please get in touch with our team.