Cancel early and you receive everything you paid back in full.
Clear, fair terms for every booking. Plans change, so here is exactly how cancellations and refunds work when you stay with us on the Matakana coast.
Cancel early and you receive everything you paid back in full.
You receive half of your total booking value back.
Payments are non refundable, though we will always try to help.
Your refund depends on how many days before your arrival date you cancel. We count calendar days, not business days, and timing is measured against your scheduled check in date in New Zealand time.
The percentage is calculated on your total booking value, which means the full cost of your stay including nightly rates and any fees, before any optional extras you have not yet used.
To cancel, email us at hello@matakanaluxury.co.nz with your full name and booking reference. Your cancellation takes effect on the date and time we receive your written request, so the sooner you let us know, the better your refund position.
We confirm every cancellation in writing. If you have not received written confirmation from us within one business day, please follow up so we can make sure your request was received.
Approved refunds are returned to the original payment method used for the booking. Refunds are processed in New Zealand dollars within 10 business days of your cancellation being confirmed. The time it takes to appear in your account afterwards depends on your bank or card provider.
Any difference caused by currency conversion or third party payment fees sits outside our control and is not part of the refunded amount.
If your plans shift, talk to us before cancelling. We will always try to move your booking to new dates rather than lose your stay altogether. Date changes are subject to availability and to any difference in nightly rates for the new period.
A date change is not guaranteed and is offered at our discretion. If we cannot find dates that work for you, the cancellation tiers above apply.
A minimum stay of two nights applies to bookings that include a weekend. Shorter weekend stays may be available at certain times of the year, so contact us directly if you are hoping for a single night and we will let you know what is possible.
If you do not arrive on your check in date and have not contacted us, the booking is treated as a no show and no refund is payable. If you choose to leave before your scheduled check out date, nights you do not use are not refunded.
If you booked through a platform such as Booking.com or Airbnb, the cancellation and refund terms shown at the time of that booking apply, and those are managed by the platform rather than by us. The policy on this page applies to bookings made directly with Matakana Luxury, which is also where you will always find our best rate.
We understand that serious and unexpected events happen. Where a cancellation is caused by circumstances genuinely beyond your control, we will consider your situation with care and fairness. Any goodwill arrangement is made at our discretion and does not change the standard tiers above.
If we are unable to provide your booked villa because of an event beyond our reasonable control, we will offer you alternative dates or a full refund of amounts paid for the affected nights.
For peace of mind we recommend taking out travel insurance that covers cancellation. Cover of this kind can protect you in situations where a refund would not otherwise be payable, such as illness or sudden changes to your travel plans.
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Where those rights apply, they sit alongside this policy and are not affected by it.
Questions about a cancellation or refund? Email hello@matakanaluxury.co.nz and we will help you work out the best option.
Six private villas on the Matakana coast. Check live availability and book direct for the best rate.
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