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FAQS

• My booking timed out and now the dates I want look booked?

  When you make a booking, our booking software 'holds' the dates for a few minutes to give you time to complete the transaction. If your booking timed out and the dates look booked this will most probably be the reason. Please allow a few minutes and then try again.

• How do I apply two vouchers to pay for my booking?

  No problem! If you have multiple vouchers and you want to use them all for one booking, you can do so when you book online. In the 'vouchers and promo code' section of the booking process, you'll see that after you've entered your first voucher code, you will be given the option to enter another code.

• Are there any exceptions to the '2 night minimum stay' requirement?

  Check the detail of the escape carefully. Whether an escape accepts single night stays (and any conditions) will be covered under the 'Rates and Extra's' button on the listing page. 

  Some escapes allow single nights during the mid-week nights and some allow single night stays where there is a one night gap between bookings. 

  There are no exceptions to the policies outlined on the escapes listing page for minimum night stay requirements.

   

• Can I change the dates for my booking?

  If your arrival date is more than 21 days away, you can move your booking date with no penalty. Firstly check the booking calendar to select some new dates that are available, then email us quoting your booking reference number, and let us know that you'd like to change your booking to those new dates. We'll send you a new email confirmation through reflecting the new date.

  If your arrival date is within 4-21 days, a change of date is the same as a cancellation (given that at such short notice the dates may be hard to fill again), and as such our standard cancellation terms of 50% apply.

  If your arrival is within 72 hours of your check-in time, the full cancellation charge of 100% applies.

  To change the dates of your booking, log in to your account here.

• What happens if I need to cancel my booking?

  Our escapes are all small businesses, and as such, cancellations have a big impact. For this reason, we adhere strictly to our cancellation terms.

  Your 10% deposit paid on booking is non-refundable, however, it can be transferred to another booking made within a 12 month period, as long as your stay is cancelled more than 21 days prior to your arrival.

  If you cancel within 4-21 days of your arrival date, you will receive a 50% refund. If you cancel within 3 days of your arrival date, 100% of the cost of the stay will be charged and you will not receive a refund.

  To cancel your booking, log in to your account here.

• What time is check in and check out?

  You'll find check-in and check-out times, plus other key details about each escape are under the 'FAQs' button on the individual listing page. You'll also find details on kitchen and cooking facilities, bedding configuration, parking and access and much more in this area. If you have a question that isn't covered - let us know.

• How do I find out about the facilities at the place I am staying?

  We have very thorough information under the 'FAQs' button on each individual listing page. You'll find details on kitchen and cooking facilities, bedding configuration, parking and access and much more in this area. If you have a question that isn't covered - let us know.

• When will I receive pre-arrival information about my stay?

  We send a pre-arrival email 5 days prior to your stay with directions, host contact details and arrival instructions. This is also made available to you 5 days prior to arrival within your guest account. Log in to your guest account to find this information here.

  You'll also find key information about check-in and out, location and directions on our website under the 'Getting There' and 'FAQs' button. 

• Do you sell gift vouchers?

  Yes! You can read about and order a Canopy Camping Escapes Gift Voucher (which can be used at any of our 200+ locations around New Zealand), right here.