Frequently Asked Questions

Check-in time is from 2:00 p.m., and check-out is at 10:00 a.m. If you're arriving earlier, we can hold your bags or can possibly make your room available for an early check-in if pre-arranged (charges may apply). Late check-out can be arranged, subject to availability (charges apply).

Our cancellation policy will be on your booking confirmation, but in general, for prepay packages or non-flexible packages, there is no refund for cancellation. Flexible packages usually allow cancellation 24 to 48 hours before the 2:00 p.m. check-in. Please check your booking confirmation for your specific cancellation policy.

Unfortunately our property is unable to take pets. Please contact us regarding working support dogs.

In accordance with New Zealand smoking legislation, our properties are smoke-free. Each property does have a designated smoking/vaping area outside. There is no smoking/vaping in rooms or public areas. Cleaning charges may apply if a guest is found to have smoked inside the building.

Our property does offer accessible rooms, please contact us for details.

T.H.E. Heritage Experience looks after your Work needs by providing complimentary WiFi, business centres or printing support and conferencing facilities.

T.H.E. Heritage Experience ensures that as part of our Play Experience, our properties are children-friendly. We provide holiday packs on arrival, and our front-office team is able to provide you options for local activities.

Yes, we offer complimentary unlimited Wi-Fi. A fair-usage policy applies, and charges may apply if excessive usage is detected.

Room service is available Monday to Saturday from 1.00pm - 8.30pm from a local restaurant. Orders can be placed at the front desk. A menu is provided in the room for your convenience.

No, turndown services are not available.

The hotel has a pool. It is open from 6.00am - 10.00pm.

Parking is available at an additional cost. Vehicle entrance is off Durham Street West.

Our Deluxe and One Bedroom Suites have laundry facilities available. 

The restaurant is closed. Arrangements are made with Coffee Club nearby for our guests to charge back to their rooms. A Coffee Club discount is also offered to hotel guests. 

The bar is temporarily closed. 

Shuttle service is available with an external company, charges apply. Please enquire at reception.

Car service is not available at the hotel, however, staff can organise a taxi for guests if required.