Terms and Conditions | County Hotel

1. Website Terms of Use

This website is provided for information and booking purposes. By using it you agree to these Terms, our Privacy & Cookies, and any offer-specific conditions displayed during checkout.

Accuracy: We take care to keep information current, but occasional errors or omissions may occur. We may correct pricing or content at any time.
Intellectual property: All text, images and branding are owned by or licensed to us. You may not copy or reuse without written permission.
Acceptable use: Do not attempt to damage, scrape or misuse this site or its booking engine.
External links: Third-party links (e.g., booking/payment providers) are outside our control and have their own policies.
Availability: We may suspend or modify the site for maintenance or updates.

2. Privacy & Cookies

We respect your privacy and only collect personal information necessary to deliver our services (e.g., manage reservations, take payment, send confirmations, and—if you opt in—marketing communications). We do not sell your personal information.

2.1 What we collect

Booking data: name, contact details, stay details, preferences, payment method tokens (handled by our payment processor).
Communications: emails, forms, phone messages and your responses to offers or surveys.
Website analytics: device and usage data via cookies or similar technologies (see below).
Marketing preferences: your consent choices for email and cookies.

2.2 How we use it

Provide and manage bookings, dining and events; verify identity; process payments and prevent fraud.
Improve our website and services through aggregated analytics.
Send service messages (confirmations, pre-arrival info). Marketing messages only if you have opted in and you can opt out any time.

2.3 Cookies & similar technologies

We use cookies to make the site work and to understand performance. You can manage your preferences at any time via Cookie Settings. Categories we use:

Essential: required for security, network management and core functionality (e.g., session, consent).
Analytics: help us understand site traffic and performance (e.g., Google Analytics 4).
Marketing: help us show relevant offers and measure ad performance (e.g., Meta Pixel). These may recognise your device across sites.

Your choices: You can withdraw consent for Analytics/Marketing at any time in Cookie Settings or adjust your browser settings. Blocking cookies may impact site functionality.

Third parties we may use: booking and payment providers, email service providers, analytics and advertising platforms. They process data under their own policies and contracts with us.

Data rights (NZ): You may request access to or correction of your personal information. Email info@countyhotel.co.nz.

3. Booking Terms (Rooms)

Check-in: 1:00pm–5:00pm. Arrivals after 5:00pm are by prior arrangement; a NZD $75 call-out fee applies.
Check-out: by 10:00am unless stated otherwise in your rate. Late check-out is subject to availability and may incur a fee.
Occupancy: Each room has a maximum occupancy. Additional guests or rollaways must be confirmed in advance and may incur charges.
Identification: A valid photo ID and matching credit card may be required at check-in.
Incidentals: No pre-authorisation/hold is taken. A valid card must remain on file; any incidentals or damage will be charged post-stay to that card.
No party policy: We maintain a quiet-enjoyment policy for the comfort of all guests.

4. Payments & Cancellations

As a small boutique hotel, cancellations close to arrival have a significant impact. We recommend travel insurance.

4.1 Payment & surcharge

Payment timing (accommodation): All accommodation bookings are prepaid at the time of booking.
Card surcharge: A 2.5% credit/debit card processing surcharge applies to card payments (online and in-house). Where applicable, surcharges reflect our reasonable cost of acceptance.
Bank transfer: Available for certain bookings; email info@countyhotel.co.nz for details (booking held once cleared).
Valid card on file: required for incidentals regardless of payment method.

4.2 Standard cancellation & modification policy

Cancellation more than 7 days before arrival: no charge; prepaid amounts are refunded to the original payment method.
Cancellation within 7 days of arrival or no-show: 100% of the booking total is charged (non-refundable).
Modifications: permitted up to 7 days prior to arrival, subject to availability and any rate differences. Within 7 days, the cancellation policy applies.

4.3 Special promotional / prepaid non-refundable rates

Certain offers (e.g., package deals) are non-refundable and non-changeable and will be clearly shown on the specific offer page and during checkout.

4.4 Groups & third parties

See Sections 5 and 5.2.

5. Group & Third-Party Bookings

5.1 Groups

Online bookings are limited to a maximum of 4 rooms per reservation.
Bookings of 5+ rooms are subject to a 30-day payment and cancellation policy:
- Full payment due 30 days prior to arrival.
- Cancellations within 30 days are non-refundable.

5.2 Third-party channels

Reservations made via online travel agents or other partners may be subject to the partner’s terms, which will apply in addition to ours.

6. Special Event & Concert Dates

Reservations tied to special events or concerts are non-refundable and non-transferable.

7. Gift Vouchers

Delivery: Instant email delivery.
Validity: 12 months from purchase unless stated otherwise on the voucher.
Redemption: Subject to availability. Advance booking required. Present the voucher at check-in or upon arrival at the venue.
Non-transferable: Not redeemable for cash. No change given; remaining value may be retained on the voucher until expiry where system allows.
Lost/stolen: Treat like cash; lost vouchers may not be replaceable.
Packages: Package inclusions (e.g., dining credits) are defined on the voucher; substitutes may be offered if elements are unavailable.

8. Promotions & Competitions

From time to time, The County Hotel and its venues (including Churchill’s Lounge Bar & Restaurant and Wine Street) may run promotions or competitions (“Promotions”). By entering, you agree to these general terms and the specific rules published for each Promotion (“Promotion Rules”). If there is any conflict, the Promotion Rules prevail.

8.1 General conditions

Eligibility: Unless stated otherwise, open to New Zealand residents aged 18+. Staff/contractors and their immediate families are ineligible.
No purchase necessary: Entry does not require a purchase unless expressly stated.
How to enter: Entry instructions and the closing date/time (NZT) will be stated in the Promotion Rules. Incomplete, illegible or automated entries may be disqualified.
Winner selection & notification: Method and timing will be stated in the Promotion Rules (e.g., random draw). If a winner cannot be contacted within the stated period, we may award the prize to another entrant.
Prizes: Prizes are not transferable, exchangeable or redeemable for cash unless required by law. We may substitute a prize of equal or greater value if the stated prize is unavailable.
Verification: We may request proof of identity, age and residency, and may disqualify entries that do not comply with the Promotion Rules.
Publicity: Winners may be asked to participate in reasonable publicity. We will only publish first name, initial and region unless you consent otherwise.
Alcohol-related prizes: Alcohol will not be supplied to anyone under 18. ID required. We promote responsible service. A non-alcoholic alternative will be offered on request for alcohol-based prizes.
Platform terms: Promotions run on Instagram or Facebook must include the required platform disclaimer. Promotions are in no way sponsored, endorsed, administered by or associated with Instagram or Facebook.
Privacy: We collect and use personal information to administer the Promotion and as set out in our Privacy & Cookies. You can request access/correction via info@countyhotel.co.nz.
Fairness: We may cancel, suspend, or vary a Promotion if it cannot run as planned (e.g., fraud, technical failure), subject to any applicable law.
Law: Promotions are conducted in accordance with New Zealand law, including the Gambling Act 2003, the ASA Advertising Codes and the ASA Alcohol Advertising and Promotion Code where applicable.

Promotion-specific rules and entry details will be published with each Promotion.

8.2 Publicity & Image Use

Winners may be invited to participate in reasonable publicity (e.g., photographs or short videos taken at The County Hotel / Churchill’s / Wine Street). Participation is optional and requires the winner’s explicit consent at the time. If a winner prefers not to be photographed/filmed, the prize will still be awarded and we may publish first name, initial and region only.

Consent & purpose: If you consent, you grant The County Hotel a non-exclusive, royalty-free licence to use your name, image and statements for the purpose of promoting our venues and services across our website, email and social media channels.
Duration & withdrawal: Consent applies for 24 months from the date given. You may withdraw consent at any time by emailing info@countyhotel.co.nz; withdrawal will not affect material already published or in production at the time of your request.
Minors: We do not photograph or film people under 18 for marketing without verified parent/guardian consent. Alcohol will not be served or depicted with people under 18.
No additional compensation: Participation is voluntary and no further payment is due beyond the prize itself.

8.3 Entrant Content (UGC)

If a Promotion asks you to post or share content (e.g., tagging our account or using a hashtag), by entering you confirm the content is your own and you grant us a non-exclusive, royalty-free licence to re-share it on our social channels solely to administer and publicise the Promotion. You can ask us to remove re-shares at any time.

9. Dining, Bar & Responsible Service

Public welcome: Our venues are open to hotel guests and locals alike; walk-ins welcome subject to availability.
Alcohol service: Proof of age (18+) required for alcohol. We practice responsible service and may refuse service where required by law.
Dietary needs: Please advise in advance; we will do our best within operational limits.

10. House Rules (Damage, Smoking, Pets)

Damage/excess cleaning: Costs for damage, smoking, or excessive cleaning may be charged to the card on file.
Smoking & vaping: Strictly prohibited inside. Designated outdoor areas only where signed.
Pets: Only registered service animals by prior arrangement.
Parking: Offered subject to availability; vehicles are parked at the owner’s risk.
Valuables: Please use in-room storage where provided; the hotel is not liable for loss unless required by law.

11. Liability, Force Majeure & Governing Law

Unforeseen circumstances: In the event of weather disruptions, road closures, pandemics, flight or event cancellations outside our control, the applicable cancellation policy for your booking applies.

Nothing in these Terms limits your rights under New Zealand law, including the Consumer Guarantees Act 1993 and Fair Trading Act 1986. These Terms are governed by the laws of New Zealand. Any disputes may be brought in the courts of New Zealand.

Currency: All prices are in NZD and include GST where applicable.

12. Contact

Email: info@countyhotel.co.nz
Phone: +64 (0)6 835 7800
Address: The County Hotel, 12 Browning St, Napier 4110, New Zealand

13. Change Log

10 Sep 2025: Updated: accommodation is prepaid at booking; no pre-authorisation/hold for incidentals; NZD $75 after-hours call-out; 2.5% card surcharge.

About

Churchill's Lounge Bar & Restaurant | Wine Street Special Events.

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Dine, Dream, Delight | 1 Night Package

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Ahoy Wine & Food Lovers, skip into our three-night luxury package.

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