General Terms and Conditions


By booking with The Sands Waiheke, you agree to be bound by the following terms and conditions. 

Office Hours

Monday to Friday – 8.30 am to 5.30 pm
Saturday, Sunday & Public Holidays – 8.30 am to 2:30 pm


Arrival Time

Check-in between 2.00 pm and 6.00 pm Mon- Fri and 12 pm - 2:30 pm Saturday and Sunday (outside of these times, please contact us to make an alternative arrangement). Late check-in without prior notice will incur charges.

**Please note apartment 13 the owner has requested a check-in time of 5 pm **

(Any arrival after 8:30 pm will automatically incur a $65 fee)

Should you arrive early or wish to leave later, we are happy to store your luggage for you while you enjoy a stroll along the beach or a meal at one of the local restaurants.

Check out time

Guests must check out by 10.30 am (unless alternative arrangements have been made in advance of your stay).


Booking confirmation

For all stays for up to 3 apartments, one night’s tariff is taken for each apartment booked this is taken at the time of the booking and is fully refundable (minus admin fee) up to 30 days before booking. 

For groups (4 Apartments or more) a  30% deposit at the time of booking is required. 

•  We adhere to a strict cancellation policy. All cancellations incur a $35 administration fee, Regardless of days in advance.

•  If your reservation is cancelled fewer than 30 days before booking the date the original deposit is forfeited.

•  Should we receive less than 14 days’ notice of cancellation, we will charge for the total accommodation amount. This includes a request for a reduction of nights booked. We will endeavour to re-book the apartment and will refund the amount processed if we are successful.

• For groups (4 Apartments or more) a charge of one night’s accommodation per apartment booked will be incurred if the reservation is cancelled or changed fewer than sixty days before arrival. If you cancel within 30 days, you will be charged the entire cost of the booking. This includes a request for a reduction of nights booked. We will endeavour to re-book the apartment and will refund the amount processed if we are successful.

We strongly advise guests to take out travel insurance to protect themselves against unexpected changes to their travel plans.

Group Booking and Wedding Party Security Bonds (4 apartments or more)

•  We charge a $1000 security bond for large groups; this also includes a $250 noise bond.

Excessive noise disturbing other guests after 11 pm and before 630am and another anti-social behaviour will mean the loss of the $250

The remaining $750 is to cover damage and security call-outs to the apartments

Where there are large groups (4 Apartments or more), we charge a 30% deposit at the time of booking. 


Cancellation Policy


We strongly advise guests to take out travel insurance to protect themselves against unexpected changes to their travel plans.



1. Guest accommodation is for short-term residential purposes only.  The premises are let to accommodate only the number of people specified in the booking, for the period specified in the booking. Any breaches could see you being asked to leave the apartment; This is at the sole discretion of The Manager. Also, additional charges apply.

2. Parties are strictly prohibited, Especially Stag/Hens groups, if you are found to be holding one of these parties then you will be immediately removed from the premises. No Stag/Hens parties will be allowed to book at any time. (unless negotiated before check-in) as is a large gathering of people in an apartment or within the complex in general. Up to $750 bonds will apply.

3. Care of the premises and the peace and comfort of surrounding residents must be respected at all times.  The property manager will investigate reports of or suspicion of property damage and antisocial behaviour. We are obliged to manage within Auckland City Council Noise Control bylaws, and such behaviour may result in noise control and or security being called out and a charge of $150 will be applied per visit. Failure to abide by Noise Control requests could see more serious steps being taken, up to being expelled from the apartments.

4.  About telephone, postal, or email bookings.  We will always attempt to accurately describe a property and its facilities.  Experience shows that some confusion/misinterpretation is always possible.  Therefore no responsibility is accepted for errors and omissions contained in any communications, website, or holiday brochure.

5. We cannot be held responsible for the decisions of the owners of premises (i.e. the sale of the property, alterations/repairs, withdrawal of the premises from the rentals pool, or other acts) that may affect this booking. In the event of a property becoming unavailable; every effort will be made to find alternative accommodation.  Where the property owner cancels a booking, all deposits will be refunded.

6. Acceptance of deposits by The Sands Waiheke shall not impose any obligation on the part of The Sands Waiheke to provide any product or service or guarantee of any price quoted or published.

7. Payment of a deposit and receipt of the key(s) or door codes are deemed to be your acceptance of these Terms and Conditions.

8. To confirm your reservation, you must enter a valid credit card at the time of booking

9. The full tariff must be paid at or before check-in

10. If you are arriving outside normal business hours, you must make prior arrangements with The Managers to be able to gain access to your apartment and for payment of any outstanding tariffs.

11. The premises are available from 2.30 pm on the day of arrival and are to be vacated no later than 10.30 am on the day of departure.  Failure to depart by 10.30 am without prior arrangement will incur additional charges of $150 per hour.

12. The premises will be cleaned, and the linen changed midway through your stay where the booking is for seven days and more.  For longer stays, cleaning and linen charges will occur weekly.  Additional cleans, linen, towels, face towels etc. can be arranged by the property manager and charges may be applied.  On your day of departure, the premises must be left in a clean and tidy condition with all rubbish removed, and all dishes washed, or additional cleaning charges may be incurred.

13. Guests are responsible for any loss or damage to fitting, fixtures and any items in the premises, including keys and remote controls, WHETHER ACCIDENTAL OR OTHERWISE.   Guests will be charged for the repair or replacement of any such loss or damage at the absolute discretion of the property manager.  All damage and losses are to be reported immediately.   Acceptance of the keys and giving us credit card details are approved by you to us to charge you for any damage or loss reported, or discovered after checkout.

14. Guests shall only park cars in allocated car park space. There is only one car park per apartment allocated to our premises. Undesignated vehicles will be towed away.

15 The Sands Waiheke accepts no responsibility for the guest’s personal effects left on the property.  The guest is responsible for maintaining the security of the property throughout, and immediately after their stay.   Any loss of items from or damage to the property resulting from the windows and or doors being left unlocked may be recovered from the guest by whatever means available to the property manager and or property owner.

16. Pets are NOT ALLOWED in or on the premises.

17. For Health and Safety reasons, guests are encouraged not to lay or sit on the window ledges.

18. Guests and visitors to the property are not to smoke on the premises or balcony or deck areas. Those smoking outside must properly dispose of all butts and other related material.  Any additional cleaning costs associated with smoking will be recovered from the guest. The cooking of any spicy foods is strictly prohibited in any Apartment.  Anyone that abuses this policy will incur a charge for the appropriate loss of income, and additional cleaning costs. 

19. All Rubbish and recycling must be removed from the apartments at the end of your stay. The Whole apartment must be left in a reasonably tidy and clean condition upon departure. Failing to leave the apartments in a tidy and clean condition will result in an extra cleaning charge of $250per apartment.

20. If the property manager believes that these Terms and Conditions have been breached, we may inspect the property at any time during your stay upon demand and without notice.  An after-hours call-out fee of up to $150 will be charged for any situation requiring the attendance of the property manager outside of business hours.  Any breaches of these Terms and Conditions or failure to comply with the property managers directions will render the guests liable for extra charges.

21. Guests are responsible for the proper loading and use of lift equipment. Overloading of lifts may result in damage to equipment and may require expensive maintenance call-outs.  Any costs deemed to be associated with guests improper use of a lift will be recovered from the guest by whatever means available.

22. Tariffs are current as per the website and are subject to change without notice.  Tariffs quoted and accepted and confirmed before any change will be honoured.

23. Where building work or other work of which we were not aware of does adversely affect your stay, we will attempt to minimize its effect, but cannot be held responsible for any disturbance or inconvenience caused.

24. As with all holidays letting unexpected situations can cause inconvenience (i.e. electrical and appliance malfunctions, storms, excessive rain, flooding and basic wear and tear).  All reported cases affecting the enjoyment of the property will be dealt with in a diligent and professional manner by the property manager.

25. The property’s at the sands are on individual owner titles and as such can be sold at any time to a 3rd party. The new owners are under no obligation to honour future bookings, and the management of the Sands will endeavour to find you another room within the complex, If we are unable to do so, we are under no liability to pay for any price difference. If we are unable to provide you with another room within the complex, we are also under no liability to secure or pay for alternative accommodation.