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Frequently Asked Questions

Got a question?

Can I arrange a late check-out?


Nick from Goodstays answered… Checkout is strictly 10am.

Late checkouts are generally not available due to the cleaners scheduled to prepare the property for the next guests. However, if your circumstances dictate a late checkout, this may be possible for an additional charge. Speak to reservations - Again, we'll do our best to help!

Why do I have to pay a security bond?


Nick from Goodstays answered… Our holiday and short term rentals are privately-owned properties, and we do everything possible to ensure their upkeep is maintained at the highest levels. Accidents do happen, but the security bond protects the owner from costs associated with any damage incurred or additional cleaning that needs to be completed during a stay. The security bond is fully refunded once check-out processes are completed. All our rates are in New Zealand dollars.

We require guests to pay via credit card (Visa or Mastercard) so that the security deposit can be held. However, if you wish to pay for your stay in an alternative manner (for example, by direct bank transfer) then simply contact our team and we'll get this arranged.

Are there concierge-type services, like a hotel?

Our portfolio of properties are cleaned and maintained to a professional, hotel-grade standard, but these are private residences, not a hotel. Please contact us if you need any advice for your stay with us in either Queenstown or Wanaka.

What happens if there’s an emergency?


Nick from Goodstays answered… Goodstays runs an after-hours emergency telephone line for guests in Queenstown

Queenstown: 027 480 9626 Wanaka: 021 143 4443 An emergency constitutes a threat to safety and/or to the property, such as a fire, plumbing or electrical fault. If there is an issue with a non-urgent appliance for example, we ask that you wait until business hours and then contact us to have the problem remedied.

Requesting emergency services - dial 111: to request an ambulance, fire fighting services, or the police, the emergency services telephone number in New Zealand is 111.

What happens if I have to cancel my booking / reservation?


Nick from Goodstays answered… Deposits are non-refundable. Cancellations that occur within 30 days of the arrival date will incur the total accommodation cost. For this reason we do recommend guests take out travel insurance, to cover them for any unforeseen circumstances.

We will endeavour to facilitate requested changes to confirmed bookings if possible. Please be aware that changes will incur administrative charges and need to correspond to the same rental season as originally booked. No change can be made within 30 days of arrival.

All Goodstays rates are in New Zealand dollars. (NZD).

Can I get extra keys?


Nick from Goodstays answered… Guests are provided with an access key (via lockbox) and guest keys are in the house for use, thereafter. As our holiday homes are private residences, in general cases additional keys are not available. Goodstays retains master keys in-office for security reasons, tradespeople and cleaners.

Lost keys?

In the unlikely event that guests lose a key, Goodstays will issue a replacement at an additional charge.

Can I extend my stay?


Nick from Goodstays answered… We will always try to accommodate extensions to your stay, depending on availability of the property. Please contact us to discuss what options are possible.

Is linen / bedding supplied?


Nick from Goodstays answered… Yes, our holiday homes are all equipped with linen that is professionally laundered and changed by our cleaners.

This includes: all bed linen, bathroom (spa size) towels/hand towels/bath mats, tea towels. Guests are charged a house linen fee that covers all linen for their stay.

Is there a cot (or crib / bassinette) supplied for babies?

Goodstays answered… Yes, a portable cot (including linen) can be hired through us. Please ensure you request the need for a cot in the booking request form when making your reservation - we have a limited stock of portacots for hire.

For casual babysitting and/or a "holiday nanny" service, please refer to our good services menu.

Will the holiday home be professionally cleaned?


Nick from Goodstays answered… Yes, all our properties are professionally cleaned once guests have checked out. A mid-stay clean can be arranged for an additional charge.

How far in advance can I book?

Goodstays answered… Generally, we take bookings up to a year (12 months) in advance. If you have any specific requirements or need assistance to make a reservation, please contact our Reservations desk: reservations@goodstays.

Is your site secure for online payments?


Nick from Goodstays answered… Our website is secure for your online credit card payments, yes. Maintaining a safe environment for payments is of the highest priority for us, as well as the software provider that we use to run the Goodstays reservations system.

From our Goodstays software provider: "We are the safe-keepers of our customer's proprietary data, and our methods must never place privacy or security of that data as a second priority. We have implemented a privacy policy for your protection, and we will abide by that policy. Data privacy and security govern how we build software."

Can you please tell me how much the linen charge is and also the cleaning fee? This would be for a house that sleeps 7 people.Thanks,Michelle


Nick from Goodstays answered… Hi Michelle,

Thank you for your question. The linen and cleaning costs largely depend on the property as they all vary in size and bed configuration. Please contact our reservations team on or +64 3 443 0045 and they will be able to assist you. Alternatively the costs are broken down if you book live online through our Goodstays website. Kind Regards, Nick / Goodstays. 



Hi. We are going to be in Wanaka for 3 nights (6-9 August). Are we able to book a stay for 3 nights only?

Default Admin from Goodstays answered… Good Evening Jo,

Absolutely, please contact our reservations team on +64 3 409 0537 or email them at 

Alternatively you can search live through the website and book any one of the available properties. 

Kind Regards,

Nick / Goodstays

Hi, I am looking for accommodations for 5 people for Dec 31st for 1 night. Can you tell me if there are any properties that offer 1 night stay? We start the Milford Trek on Jan 1st and are unable to stay longer.Thank you!Lisa

Default Admin from Goodstays answered… Hi Lisa, 

Planning is everything when visiting the Southern Lakes and unfortunately you are going to find it very difficult to find any accommodation on New Years Eve for one night. I would suggest camping or staying near Te Anau which is on the way to Milford. 

Goodstays has a 5 night minimum stay between December 21st and January 5th with an increase in rates over the festive period. 

Good luck with your search and remember the bug spray for your walk. 

Kind Regards,

Nick / Goodstays

How to launch another time a payment of a booking in case of an error at the end of the first payment ? I have the res- number but I didn't fiund any way to pay another time on the site. thank youPhilippe

Default Admin from Goodstays answered… Hi Philippe,

Please contact our administration or reservations team who can process the payment on your behalf. 

Goodstays Queenstown

+64 (0)3 409 0537


Goodstays Wanaka

+64 (0)3 443 0045


Kind Regards,



Goodstays Queenstown
+64 (0)3 409 05ox 320, Queenstown 9348, New Zealand
Goodstays Wanaka
Level 1, 31 Dunmore St, PO Box 301, Wanaka 9343, New Zealand

Do any of your property’s in Wanaka allow a dog? Outside and sleeps in a crate, we would be more than happy to clean up after her and also pay an extra bond if required


Nick from Goodstays answered… Good Morning Nicole, We do have several properties that may allow a dog in Wanaka. Please contact our team on stating your dates and group size so we can see if we have anything available for you. 

Kind Regards,


Can I bring my dogs, small and the kind that don’t shed hair?


Nick from Goodstays answered… Good Morning Fenella,  We do have several properties that may allow a dog in Wanaka. Please contact our team on stating your dates and group size so we can see if we have anything available for you. 

Kind Regards,


Hi we are making a last minute decision to travel to Queenstown after Christmas. We Are 4 adults - 2 couples. Just wondering if you have any accommodation from 29/12 to 6/1 - or even part of the time. ThanksAmanda Noone


Nick from Goodstays answered… Good Morning Amanada, thank you for your enquiry. Our website is live so please enter your dates on the home page, press search and you can view any available holiday houses and proceed to the secure booking page. Kind Regards, Nick

Do most the homes have hairdryers?


Nick from Goodstays answered… Dear Broach, thank you for your question which I can confirm that all our holiday houses have at least one hair dryer. 

what is the security deposit for? is it refunded?


Nick from Goodstays answered… Thank you for your question which is often asked by people travelling all over the world. 

The security bond is is to protect the homeowner from any damages that may occur during the stay. The generally range between $250-$1000 depending on the size and value of the property. Once our Guest Services team have processed the departure report they inform our accounts department who credit the security bond back to the card we have on file which can take approximately 3 business/working days. 

Just booked a place in queenstown, but have not received accommodation details or booking confirm I'd. What do I do?


Nick from Goodstays answered… Hi Wendy,

Please contact our reservations team should you have any queries regarding your upcoming stay.

Kind Regards,


So what is the House Linen fee? And does this include towels?

Goodstays answered… The house linen fee includes all sheets, towels and duvets for your stay, These are high quality linens that are professionally laundered following each guest's departure. The linen fee varies between houses, and is based off of the number of beds and maximum sleep capacity. 

Hi there, is there a fee for hiring a cot? Also, I am a party of 6 adults and 1 infant, will we be able to book an accomodation for 6 adults? And if so, is there an extra charge for the infant?Thank youEunice

Goodstays answered… Thanks for your question, Eunice. Goodstays is able to provide a cot for your stay for the additional cost of $40, as these are an extra service and not supplied by the home owners. Unfortunately due to council regulations the maximum occupancy includes infants, so a home for 7 would best suit your needs. Kind Regards, Caitlin-Goodstays.

Is there a chance we could book a house for 1 night?

Goodstays answered… We have a select number of holiday homes available for one night stays in both Queenstown and Wanaka, dependent on time of the year. Give our friendly reservations team a call or email and they would be delighted to send you through some options for your dates. Best Wishes, Caitlin-Goodstays.

When can I get security bond back?

Goodstays answered… Security bonds are refunded after a departure inspection has been conducted at the property by our Guest Services crew and submitted to our Accounts team. Depending on the time of the year and how busy Goodstays is, this can be up to 5 days after departure. 

Hi, I noticed that it is mentioned there is minimum age requirement for booking your accommodation. Might I know if it is not possible for us (a pair of couple at age 23 turning 24) to book the listing? Thank you for your answer in advance. Be

Kat from Goodstays answered… It is a Goodstays requirement that the guest booking the accommodation is over 25 years of age and we do ask for a copy of your drivers' licence or passport for security reasons. 

One night stay in Queenstown / jacks point, two adults 5/11/19?

Kat from Goodstays answered… The Queenstown Lakes District Council imposes a 3 night minimum regulation on holiday home visitor accommodation. We have a small selection of properties which are consented for 2 nights. You can perform a search on our website to see if any of these properties are available for the dates you require or alternatively, please email

Hi there, I am looking to book a house for in 12 months time. Unfortunately I do not turn 25 for 6 months would you still let me book?


Nick from Goodstays answered… Hi JFB, 

Absolutely happy to help and appreciate you informing us prior to making your reservation. Please contct our reservations team should you have any further queries. 

Kind Regards,


Is there a limit on how many nights owners can stay in their apartments, peak season or otherwise?


Nick from Goodstays answered… Dear Narda, Thank you for your question. There is no limit on how many nights owners can use their own property. We have a property see-saw for you to review and see what management style would suit your requirements which we can tailor accordingly. I will send you through our sales pack shortly. Kind Regards, Nicholas

Do you have pet friendly accommodation?


Nick from Goodstays answered… Dear Debbie, We do have a number of pet friendly properties in our Wanaka portfolio. We aim to have these in a separate header soon but for now please ask our friendly reservations team and they will be able to assist you. Warm Regards, Nick

We have booked to stay in one of your houses in September. What would happen if Covid-19 shut New Zealand down again and we weren't allowed to travel?


Jenna from Goodstays answered… The initial deposit paid at the time of booking is non-refundable. In the event that New Zealand's COVID-19 Alert Level was increased, we would endeavour to be as flexible as possible, and you would have the option to have any amounts paid credited for use within the next 12 months, or defer your reservation to a later date. Full details are available under our COVID-19 Policy page.