Standard Booking Terms and Conditions
Deposits and Payments
All reservations must be paid in full at the time of booking.
All cancellations must be made via the TOP 10 Online reservation system using your reservation confirmation number. A 75% refund will apply to cancellations 72 hours or more before the date of arrival. No refunds will apply to cancellations within 72 hours of the date of arrival.
All amendments must be made via the TOP 10 Online reservation system using your reservation confirmation number. If an amendment results in shortening of the stay or a reduction in guest numbers it will be treated as a cancellation.
An amendment within 72 hours of the original arrival date that leads to a cancellation of the future booking will be treated as a cancellation within 72 hours of the future booking and no refund will be applicable. This applies even if the cancellation is outside 72 hours of the arrival date.
COVID-19 & Book with Confidence Guarantee
What is the Book with Confidence Guarantee?
For bookings made from 7th May 2020, the Book with Confidence Guarantee is applicable if you are no longer able to travel due to COVID-19 related developments.
For example: you become sick with COVID-19 or someone immediately connected to you does and you are forced into self-isolation, or an Alert Level change means travel becomes impossible, or there is a Government mandate for you not to travel in your local area/region or the area you intend to travel to.
In these and other similar cases there will be no charges levied to make changes to your booking dates. We will provide a 12-month credit or full refund (in exceptional circumstances, determined on a case by case basis) with no cancellation or amendment charges added.
In the case of a request for a COVID-19 related amendment on personal grounds, guests may be requested to provide a medical certificate to confirm the medical grounds on which the request is based.
Please be aware that where your request is to amend/cancel a booking was made prior to 7th May 2020 and/or is not linked to COVID-19 related matters, normal T&C’s will apply.
Where you made your booking will determine where and with who you need to request any booking amendment or cancellation.
If the booking was made directly with the park. Over the phone, email or on the park website, you will need to contact the park directly. All park contact details can be found on the TOP 10 Website Contact Page.
If the booking was made via the TOP 10 group website (www.top10.co.nz), please contact TOP 10 on 0800 867 836 for any amendment requests.
If the booking was made via a third party, including online travel agents (i.e. booking.com, Expedia), traditional travel agents or other 3rd parties, then any request for a refund should to be direct to that organisation in the first instance.
If you’re not sure how you booked, please contact the park directly for assistance.
Any person, whether a TOP 10 Club Member or non-member/regular guest, who makes a booking through www.top.co.nz or directly with the park in question, is eligible for this guarantee.
This Book with Confidence Guarantee is in place whilst the COVID-19 related Alert Levels 2 - 4 are in force in New Zealand and will be reassessed at each government authorised Alert Level change or at any other time deemed appropriate by the TOP 10 Holiday Parks Group.
At TOP 10 Head Office we have been providing advice to our park owners on how to respond to the crisis, however our parks are individually owned and operated and therefore they are ultimately responsible for the final decisions on cancellations and refund terms where bookings are made directly with the park. This includes adjudication on requests for changes under the Book with Confidence Guarantee in the case of direct park bookings.
Special or Promotions
All bookings made as part of a special or promotion may have additional promotional terms and conditions that apply in conjunction with the standard conditions. Any promotional terms and conditions available on a promotions website page will also be available on www.top10.co.nz/booking-terms. Please ensure you have read these thoroughly prior to making your booking.
Child ages are 1 to 14 years inclusive - where child rates are offered. There is no charge for children under 1 year old.
Check-in and Check-out times
Check-in time is from 2pm on the day of arrival. Check-out time is 10am on the day of departure. Late check-outs may be arranged directly with the Park.
If Guests are arriving later than 7pm, we ask the guest to contact the Park during office hours to make alternative check-in arrangements.
A valid credit card in the name of the guest must be presented on check-in. Any damage caused during the stay may be charged against that card.
With the exception of medically certified guide dogs, pets are not permitted.
Special requests are on a request basis only and cannot be guaranteed. Please contact the Park directly.
Control of your Personal Information
When you register or provide us with personal information when making a reservation, it will be held on TOP 10 Holiday Parks Group central database. Your personal details will then be accessible to the TOP 10 Holiday Parks Group and other TOP 10 Holiday Parks if you are making a reservation with them. TOP 10 Holiday Parks Group or the TOP 10 Holiday Park you booked with will not share this information with any other third parties without your permission.
The TOP 10 Holiday Park you are booking with and the TOP 10 Holiday Parks Group may send out periodic e-mails informing you of special offers, updated information and other new services. You will be able to choose to unsubscribe from these mailings.
We reserve the right to refuse a reservation at any time from any person if we reasonably believe the person:
- is not the person named on the reservation
- is not the person named on the credit card or not be authorised to use the card
- is not able to pay for any additional charges
- may cause damage to the property of the Park or other guests
- may exhibit socially unacceptable behaviour
- is younger than 18 years and not accompanied by a responsible person over that age
- is concealing a dog or other unauthorised animal
We reserve the right to eject guests from the Park who are deemed by management to be behaving in a socially unacceptable way; causing damage; disturbing other guests; using unacceptable language or otherwise breaking Park Rules. No refund will be given and charges will apply for any damage caused.
Top Ten Group New Zealand Limited trading as TOP 10 Holiday Parks Group (TOP 10) does not own any particular TOP 10 Holiday Park. TOP 10 facilitates this reservation service, in each instance as an agent of the particular TOP 10 Holiday Park, and it is not responsible for all or any of, the provision of services, the standard of services and, where a payment has been transferred from TOP 10 to the TOP 10 Holiday Park, any refund (in whole or in part) of that payment.
In the event that a TOP 10 Holiday Park fails to provide reserved accommodation services, the liability of that TOP 10 Holiday Park, and the liability of TOP 10 (but only when it holds payment for the reserved accommodation services) is limited to the amount of the payment made for the reserved accommodation services.