Frequently
Asked Questions
Where are you located?
We are located at 12 Waitomo Village road. 500m from the Main cave entrance.
What is your cancellation policy?
Our cancellation policy applies to the cancellation of an entire booking or any part of a booking. If you cancel outside of 72 hours of your arrival date a 25% cancellation fee applies. If you cancel within 72 hours of your arrival date, a 100% cancellation fee applies.
If your booking was made via a third party, including online travel agents (i.e., Booking.com, Expedia), traditional travel agents or any other 3rd party, the cancellation policy specific to the third party applies. Any request for a refund should be direct to that organisation in the first instance.
Failure to notify of a cancellation (No Show) will incur 100% of the cost.
How do I make changes to my booking?
To make a change to your booking, please contact our friendly staff on 0508 498 666 or email [email protected] and they will be able to help you.
What are your reception hours?
Our reception is open 7 days a week. Our opening hours are: 9am – 8pm December – February and 9am – 7pm February – November.
What time can I check in?
Check-in is from 2 pm. If you would like to check in earlier than 2 pm, please give our friendly team a call to arrange on 050 8498 666. Our office is open until 7 pm daily. If you will be checking in later than 7 pm, please give us a call to organise key pick-up.
What time is check out?
Check out is 10 am. Late check-outs are subject to availability and can only be confirmed on arrival.
Do you take group bookings?
Our team is experienced in group bookings and will work with you to find the best accommodation options for your group. If you send an email to [email protected] outlining the details of your group, including dates, numbers and any special requirements, our team will aim to be back to you within 24 hours with a quote.
Can I book now and pay on arrival?
We require full prepayment when booking online. However, we can work with you for alternatives, please contact us to discuss. We accept Visa, Mastercard, Eftpos, and cash.
Do you allow pets?
Our sites are pet-friendly by prior arrangement for most of the year at a rate of $5 per pet per night. Due to the large number of campers during summer, we do not allow dogs between 20th December and 7 February.
Pet owners are required to be respectful to other campers.
Dogs must be on a leash at all times around the park and are not allowed in any of the Holiday Park buildings and cabins. Please note, we do have allocated sites for people travelling with pets, so may not be able to accommodate site requests if you're bringing a pet.
What facilities do you have on site?
We have a communal facility blocks with cooking facilities, fridges/freezers, and a BBQ available for your use. We have to ablutions blocks with toilets and showers. We also coin-operated guest laundry.
We have a cold-water pool and hot tub, a playgroup with a trampoline, outdoor table tennis and outdoor chest.