Policies
The Viv Hotel Terms & Conditions
a. Hotel Contact Details
Reservations and enquiries may be made via email and will be responded to within 24 hours. For instant confirmation, please book via our website or call the hotel directly.
b. Check-In Policy
Check-in is available from 2:00pm. Guests arriving earlier are welcome to store luggage at reception.
c. Check-Out Policy
Check-out is required by 10:00am. Late check-out may be available on request, subject to availability and additional charges.
d. Age Policy
All reservations must be made by guests aged 18 years or older. Proof of ID may be required at check-in. Guests under 18 must be accompanied by an adult at all times. Failure to comply may result in cancellation of accommodation.
e. Children Policy
Infants (0–2 years): Complimentary stay using existing bedding. A portacot may be provided on request, subject to availability.
Children (3–13 years): Stay free using existing bedding.
f. Guarantee Policy
All reservations require a valid credit card with sufficient funds at the time of booking. Online bookings are charged in full at time of reservation. Walk-in bookings require a credit card hold until check-out when the final bill is settled. Cash is not accepted, and keys cannot be issued without a valid credit card.
g. Rates, Currency & GST
All rates are in New Zealand dollars, per night or per person as specified, and include GST (15%).
h. Force Majeure
The Viv Wellington is not liable for failure to meet obligations due to events beyond its control, including but not limited to natural disasters, war, strikes, pandemics, or other unforeseen circumstances.
i. Smoking Policy
The hotel is strictly non-smoking. A NZ$200 cleaning fee will apply for any breach of this policy.
Cancellation / Refund Policy
a. Best Available Rate
Bookings are charged on departure, except website bookings which are charged at time of reservation. Cancellations within 24 hours of arrival incur a fee equal to one night’s stay. No-shows will be charged the full amount. Discounted rates may carry separate cancellation terms, clearly stated at booking.
b. Prepaid Flexi-Date Rates
Prepaid rates must be booked at least 3 days before arrival and are non-refundable. Bookings may be rebooked to an alternative date, with any rate difference payable. Refunds are not issued if the new rate is lower.
c. Packages & Specials
Special offers and packages are subject to their own cancellation policies. These are displayed at booking and require acceptance of terms before confirmation.
Payment
a. Online Payment
All online bookings are charged in full at time of reservation via Visa, Mastercard, or American Express. Transactions are processed through a secure, PCI DSS-compliant platform.
b. Cash Payments
Cash is not accepted. Payment must be made via credit card, EFTPOS, or direct credit.
c. Credit Card Surcharges
Visa & Mastercard payments incur a 2.5% surcharge. American Express payments incur a 3.5% surcharge. EFTPOS and direct credit payments do not incur surcharges.
d. International Payments
Charges are processed in NZD. Exchange rate fluctuations may result in variance between booking and refund amounts. The hotel is not responsible for exchange rate differences.
e. Refunds
Refunds are made only to the credit card used for the original booking. Credit card surcharges are non-refundable. Refunds to American Express cards incur a NZ$250 processing fee.
f. In-House Accounts
All charges must be settled on departure unless prior credit arrangements have been approved. Company credit accounts are available by application only.
g. Data Security
Customer information and credit card details are securely processed via DPS Payment Express, PCI DSS compliant, using SSL encryption.
Personal Information (PI)
a. Collection
We collect only necessary PI, including but not limited to:
Hotel activities (bookings, check-in/out, room charges, claims or requests).
Participation in marketing programs (with consent).
Third-party booking information (e.g., tour operators, travel agencies).
Online submissions (e.g., questionnaires, forms).
We do not knowingly collect PI from guests under 18 years, other than basic details provided by a responsible adult.
b. Confidentiality & Security
We apply reasonable technical and organisational safeguards to protect PI against unauthorised access, alteration, or disclosure.
c. Storage
PI is retained only for as long as necessary for processing purposes, in line with statutory requirements.
Gift Voucher Terms and Conditions
a. Validity
Gift vouchers are valid for accommodation and food & beverage at The Viv Wellington, for 36 months from the date of purchase (subject to availability).
b. Redemption
Vouchers must be redeemed directly with the hotel via phone or email. Gift voucher redemptions are subject to availability and blackout dates.
c. Restrictions
Vouchers are not valid with third-party operators unless specified.
d. Cash Value
Vouchers are not exchangeable for cash.