Cancellation Policy

Last updated: 9 September 2026

About This Policy

This page explains how to find the cancellation terms that apply to your Queenstown Lodge reservation and how to request a cancellation or change.

Bookings Made Through Airbnb

If you booked through Airbnb, refer to the cancellation policy attached to your reservation. Your eligibility for a refund depends on the terms accepted when booking, any applicable Airbnb policies, and your rights under applicable law.

Submit cancellation or change requests through your Airbnb reservation so they can be recorded and processed through the platform.

Visit Airbnb to manage your reservation.

Direct Bookings

Online direct booking through this website is coming soon. Direct-booking cancellation deadlines, refund conditions, and payment requirements will be provided before a reservation can be confirmed.

An enquiry or guest-list subscription does not create a reservation or a cancellation charge.

Changing Your Dates or Guest Numbers

Please contact the host as soon as possible if you would like to change your dates or guest numbers. Changes depend on availability and may affect the price of your stay.

A requested change is not confirmed until it has been accepted and recorded in your reservation.

No-Shows and Early Departures

If you do not arrive or leave before your booked departure date, refer to the terms accepted when making your reservation. Contact the host promptly to discuss your circumstances.

If We Need to Cancel

If we need to cancel your reservation, we will notify you promptly and explain the available next steps.

If the cancellation is within our control, you are entitled to a full refund of the accommodation payments, without limiting any additional remedy available under applicable law. For platform bookings, refunds are processed through the relevant platform.

Travel Disruptions

If severe weather, transport disruption, or another unexpected event affects your stay, contact the host and your booking platform promptly.

The outcome will depend on the circumstances, the terms of your reservation, applicable platform policies, and your legal rights.

Refund Processing

For Airbnb reservations, follow the refund information and processing times shown by Airbnb. Contact the platform if you need assistance tracking a refund.

Your Consumer Rights

This policy does not exclude or limit any refund, compensation, or other remedy available under New Zealand law.

For further information, visit New Zealand Consumer Protection’s accommodation guidance.

Contact

For questions about your stay, email stay@queenstownlodge.co.nz. Include your booking name, reservation reference, and arrival date.