Frequently Asked Questions

Check in time is usually from 3:00 pm on the date of stay to 10:00 am on the day of checkout. 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 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 Heritage 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, printing support and conferencing facilities.

T.H.E. Heritage Experience ensures that as part of our Play Experience, our properties are children friendly. We can provide holiday packs on arrival, and have an on-site pool. Our team are also able to provide you options for local activities.

Yes, Heritage Queenstown offers complimentary unlimited Wi-Fi at our properties. A fair-usage policy applies, and charges may apply if excessive usage is detected.

Room Service is currently available for dinner only.

Yes, turndown services are available at Heritage Queenstown. However if the country is under any Alert level, turndown service may not be provided.

Yes, we have a non-heated outdoor/indoor pool, as well as a hot pool and newly refurbished sauna. Please view our amenities page for more information. 

 No. From 1 March 2024, a fee of $15 per night will be charged. Parking is limited and subject to availability at Heritage Queenstown.

Yes, laundry services are available at Heritage Queenstown for a small fee - $2 for wash and $2 for dryer.

Yes, we have a ski locker and drying room available to keep your gear safe and dry to hit the slopes. Storage is located at the carpark near the Waterfall wing of the hotel.

Yes, Mackenzies Restaurant & Bar is open 7 days. Find out more here.

Yes, Mackenzies Restaurant & Bar is open 7 days. Find out more here.

Unfortunately, we do not have shuttle service at Heritage Queenstown.

Our team can provide guests with telephone numbers of local taxi companies, if required.

No, we do not have car service at Heritage Queenstown, however, we can provide guests with the telephone numbers of local taxi companies.