Terms & Conditions

Last updated: 1 July 2026.

1. Who these terms are with

These terms form the agreement between you and Coastal Verge Hospitality Ltd (NZBN 9429048173620), trading as Coastal Verge, of 58 Shotover Street, Queenstown 9300, Otago, New Zealand. In them, "we" and "us" means Coastal Verge Hospitality Ltd, and "you" means the person making the booking and any guest included in it.

Making a booking, staying with us or using our facilities means you accept these terms. The person who makes a booking accepts them on behalf of everyone in the party and is responsible for the whole booking.

2. Using this website

This website is informational. It describes the hotel, the restaurants, the spa, the event spaces and the gaming lounge. No gambling of any kind takes place on this website and no page here accepts a stake, a deposit or a wager. All gaming happens in person, in the gaming lounge at 58 Shotover Street.

We take care to keep prices, hours and descriptions current, but rates change and rooms are refurbished. Nothing on this website is an offer capable of acceptance; a booking exists only once we have confirmed it in writing.

The text, photographs and design of this website belong to us or are used under licence. You may not reproduce them commercially without our written permission.

3. Bookings

3.1 Making a booking

Bookings can be made by phone, by email, through the enquiry form on this website or through a booking channel. A booking is confirmed when you receive a written confirmation from us carrying a reservation number. The enquiry form on this site is not itself a booking.

3.2 Who can book

The person booking must be at least 18 years old and hold a valid payment card in their own name. We may ask to see that card and photo identification at check-in.

3.3 Rates

Rates are quoted in New Zealand dollars and include GST at the prevailing rate. Unless the confirmation says otherwise, the rate is per room per night and does not include breakfast, parking, spa treatments or anything else. A credit card surcharge of 1.9 per cent applies to card payments.

3.4 Payment

Flexible rates are charged on departure, with a card held to guarantee the booking. Advance-purchase and package rates are charged in full at the time of booking. We may pre-authorise a card on arrival for incidental charges.

4. Cancellation and changes

Rate type	Cancellation
Flexible	Free until 2pm the day before arrival. After that, one night is charged.
Advance purchase	Non-refundable from the time of booking.
Package rates	Non-refundable. Dates may be moved once with at least 7 days' notice, subject to availability and any rate difference.
Groups of 5 rooms or more	28 days' notice, under a separate group agreement.

If you do not arrive and have not told us, we treat the booking as cancelled and charge the first night. If you leave early, the remaining nights of a confirmed booking are charged.

We may cancel a booking if payment fails, if the booking appears fraudulent, or if circumstances beyond our reasonable control make the room unavailable. In that case we refund everything you have paid and, where we can, help you find comparable accommodation. That is the limit of our liability in those circumstances.

5. Your stay

• Check-in is from 3pm; check-out is by 11am. Late check-out to 2pm may be available on the day for a fee.
• Reception is staffed 24 hours, so late arrivals are fine — tell us roughly when.
• The maximum occupancy stated for each room category is a safety limit and cannot be exceeded.
• The entire hotel is smoke-free and vape-free, including balconies and terraces. A cleaning charge of NZ$350 applies where this is breached.
• Assistance dogs are welcome. Other animals are not.
• You are responsible for damage or loss caused by you or your guests, and we may charge the reasonable cost of repair or replacement.
• We may ask a guest to leave, without refund, for behaviour that endangers or seriously disturbs other guests or our staff.

6. The gaming lounge

Access to the gaming lounge is subject to the following, in addition to everything else in these terms:

• Entry is restricted to persons aged 20 years or over under the Gambling Act 2003. This applies without exception.
• Valid photo identification is required: a current New Zealand driver licence, a current Kiwi Access (18+) card or a current passport. No other document is accepted.
• House rules for every game are displayed at the table and available at the cashier. Playing means accepting them.
• The decision of the duty manager on any matter of play, including a disputed hand or a malfunctioning machine, is final.
• A machine or game malfunction voids all plays and pays on that machine or game.
• We do not extend credit, cash cheques or provide cash advances. Hotel room accounts cannot be charged for gaming.
• Intoxicated persons will not be served and will not be permitted to gamble.
• Photography and filming are not permitted on the gaming floor.
• We may refuse entry to, or remove, any person at our discretion, and we may exclude a person where we have a reasonable belief of gambling harm.
• Self-exclusion is available on request, free and confidential. See our Host Responsibility policy.

Where an accommodation package includes complimentary gaming credit, that credit is issued only to guests aged 20 or over on presentation of photo identification, has no cash value, cannot be transferred or refunded, and expires at the end of the stay.

7. Restaurants and bars

Table reservations are held for fifteen minutes past the booked time. Groups of eight or more may be asked for a deposit and may be served from a set menu. A service charge is not added to any bill.

Alcohol is served in accordance with the Sale and Supply of Alcohol Act 2012. Anyone who appears under 25 will be asked for identification. We do not serve intoxicated persons, and we may decline further service without giving a reason.

Please tell us about allergies when you book. Our kitchen handles nuts, gluten, shellfish, dairy and sesame, and while we take allergy requests seriously we cannot guarantee an environment free of any allergen.

8. Events

Event bookings are governed by a separate written agreement covering the space, catering numbers, deposit and cancellation schedule. Where that agreement conflicts with these terms, it prevails for the event. Final numbers are required seven days ahead and are the minimum charged.

9. Spa, pool and gym

Spa treatments should be cancelled at least four hours ahead or the full price may be charged. The pool is unsupervised: children under 14 must be accompanied by an adult at all times. The gym is for guests aged 16 and over. Tell your therapist about any medical condition or pregnancy before a treatment begins.

10. Property and parking

Safes are provided in every room and we recommend using them. Valuables can also be held at reception. We are not liable for loss of or damage to property left in a guest room, in a public area or in a vehicle, except to the extent the law makes us so.

Valet parking is provided as a service. Vehicles are parked at the owner's risk. Items left in a vehicle are not insured by us.

Lost property is held for three months and then donated or disposed of.

11. Liability

Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 where you deal with us as a consumer. Those rights cannot be contracted out of, and we do not try to.

Where you book for business purposes, the parties agree that the Consumer Guarantees Act does not apply, and our liability is limited to the amount you paid for the booking in question.

We are not liable for indirect or consequential loss, or for failure caused by an event outside our reasonable control — including severe weather, earthquake, road closure, fire, flood, power failure, strike or an order of a public authority. Queenstown weather closes roads and ski fields with some regularity; that is not a matter within our control.

12. Complaints

Tell the duty manager while you are here, because almost everything is easier to fix on the spot. If it is not resolved, write to the General Manager at [email protected] or 58 Shotover Street, Queenstown 9300. We acknowledge within two working days and respond substantively within ten.

13. Privacy

Personal information is handled in accordance with our Privacy Policy and the Privacy Act 2020.

14. Governing law

These terms are governed by New Zealand law, and the New Zealand courts have exclusive jurisdiction over any dispute arising from them.

15. Changes

We may update these terms. The version that applies to your booking is the one published when your booking was confirmed. The date at the top of this page shows the current version.

16. Contact

Coastal Verge Hospitality Ltd
58 Shotover Street, Queenstown 9300, Otago, New Zealand
Phone +64 3 442 6180
Email [email protected]
NZBN 9429048173620