Terms of Use

ABOUT THESE TERMS

Mistwood Park is a hotel and casino complex at 109 Beach Street, Queenstown, Otago 9300, New Zealand. These Terms of Use cover this website and your stay or visit at the property. By browsing the site, sending us an enquiry, making a booking, or entering the hotel or the casino, you accept these terms. If you do not accept them, please do not use the site or the property.

We update these terms from time to time as our services change. The version published on this page when you book or visit is the version that applies to you. If anything here is unclear, email [email protected] or call reception on +64 3 442 7180 and we will explain it.

BOOKINGS, RATES AND PAYMENT

All rates are quoted in New Zealand dollars (NZ$) and include GST unless the rate says otherwise. Rates change with the season, the room type and how long you stay. The rate we confirm to you in writing is the rate you pay, and later changes to our published rates do not affect a booking already confirmed.

A booking exists once we send you a written confirmation. We may ask for a credit or debit card to hold the room and may pre-authorise that card before arrival. Accommodation is payable on or before departure. Anything charged to the room during your stay, such as parking or the bar, is settled at check-out. Casino play is never charged to a room account, and we do not add gambling to a hotel bill or extend credit for it.

CANCELLATION AND NO-SHOW

Standard bookings may be cancelled or changed free of charge up to 48 hours before your arrival date. Inside 48 hours we charge one night at the confirmed rate. If you do not arrive and do not tell us, we charge one night and release the remaining nights, which may then be sold to another guest.

Discounted advance-purchase rates, peak-period bookings over New Year and the ski season, and group bookings of four rooms or more carry stricter conditions. Those conditions are set out at the time of booking and take precedence over the standard terms above. Changes to dates always depend on availability.

CHECK-IN AND CHECK-OUT

Check-in is from 2:00 pm and check-out is by 10:00 am. Early check-in and late check-out are offered when the day's occupancy allows, and a late departure past midday may be charged as a further night. Tell us your expected arrival time if you are landing late, and we will arrange access.

At check-in we ask the person named on the booking for photo identification and the card used to make the reservation. The named guest must be 18 years or over and is responsible for everyone staying in the room. Rooms are held until 6:00 pm on the arrival date unless you have told us you will be later.

GUEST CONDUCT, SMOKING AND DAMAGE

The whole building is smoke-free indoors. That includes the rooms, balconies, corridors, the bar and the casino floor, and vaping is treated the same way as smoking. Please use the marked outdoor area. Smoking in a room means the room is taken out of service for deep cleaning and the cost of that cleaning is charged to the booking.

We ask for quiet between 10:00 pm and 7:00 am out of respect for other guests and our neighbours on Beach Street. Visitors who are not registered guests must sign in at reception and may not stay overnight. We may refuse service, end a stay, or remove a person from the property without a refund where there is abuse of staff or guests, unsafe behaviour, illegal drugs, or serious intoxication.

You are responsible for loss or damage to the room, its contents and the wider property caused by you or anyone in your party, and we may charge the repair or replacement cost to the card held for the booking. Lost property is held for 30 days and can be posted at your cost.

THE CASINO

The Casino at Mistwood Park is a real casino on the ground floor of the hotel, open daily from 18:00 until late. Slot machines, blackjack, roulette and poker are played for money in New Zealand dollars. Entry is free for hotel guests and for visitors, and the dress code is smart casual.

Entry is restricted to persons aged 20 years and over. Photo identification is checked at the door under the Gambling Act 2003, and staff will ask anyone who looks under 25 to produce a current passport, New Zealand driver licence or approved evidence of age card. Anyone who cannot produce identification will not be admitted, whether or not they are staying in the hotel.

All gaming takes place on the premises only. We offer no online gaming of any kind, we run no gambling app or play-for-money website, and any site that claims to offer Mistwood Park gaming online is not connected to us.

House rules are displayed at the entrance and apply to everyone on the floor. Follow the instructions of dealers and duty managers, do not photograph or film other players or the tables, keep phones away from live games, and do not use electronic aids to play. A dealer's or duty manager's ruling on the outcome of a hand or spin is final, and disputes are dealt with by the duty manager at the time. We may refuse entry to the casino, ask a person to leave, or bar them from returning, and we do not have to give a reason.

We take host responsibility seriously. Our staff are trained to recognise the signs of problem gambling and to approach players about it. You can ask for a break at any time, and you can ask a duty manager to arrange self-exclusion, which is handled discreetly and free of charge. There are no ATMs on the casino floor, we do not lend money, cash personal cheques or hold funds for play, and we do not serve alcohol to an intoxicated person or allow them to gamble. Clocks are visible throughout the floor and water is free at the bar.

Gambling should be a night out you can afford. If gambling is causing problems for you or someone you know, call the Gambling Helpline free and confidentially on 0800 654 655, available 24 hours a day, or visit choicenotchance.org.nz.

PRIVACY AND YOUR INFORMATION

We collect only what we need to look after you: your name, contact details, dates of stay, payment details, and whatever you tell us in an enquiry. Enquiries sent through our contact page or to [email protected] are read by reception staff, used to answer you and to manage your booking, and are not sold, traded or passed to anyone else for marketing. We do not add you to a mailing list unless you ask us to.

Identification shown at the casino door is sighted and handed straight back. We do not copy or keep it, except where we are required to record a self-exclusion or an incident. Closed-circuit cameras operate in the public areas of the hotel and on the casino floor for the safety of guests and staff and to meet our obligations under the Gambling Act 2003. That footage is kept for a limited period and is released only to staff who need it, or to Police or the regulator on lawful request.

Your information is handled in line with the Privacy Act 2020. You can ask us for a copy of what we hold about you, or ask us to correct it, by emailing [email protected].

WEBSITE CONTENT AND INTELLECTUAL PROPERTY

The text, photographs, page layout and design of this website belong to Mistwood Park or are used by us under licence. You may view the site and print pages for your own personal use, for example to keep a copy of a booking or of these terms. Copying the site, republishing our photographs or text elsewhere, or using our name or branding without our written permission is not permitted.

We keep the site as accurate as we can, but rates, opening hours, room configurations and menus change. Photographs show the property as it is generally presented and individual rooms vary. Nothing on this website is an offer capable of acceptance until we confirm your booking in writing. Where we link to another organisation, including the gambling help services named above, we do so for your convenience and we are not responsible for the content of those sites.

LIMITATION OF LIABILITY

Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 where those Acts apply to you. Subject to that, and to the extent the law allows, we are not liable for indirect or consequential loss arising from your use of this website, from the site being unavailable, or from an error in the information published on it.

Please use the room safe or leave valuables with reception. We are not liable for cash or valuables left unattended in a room, a vehicle, or a public area of the property, including the casino floor. Gambling is a matter of chance and you play by your own choice, so losses at the tables or machines are not recoverable from us. Use of the car park and any equipment we make available is at your own risk. We are not liable for a failure to provide accommodation or services caused by something outside our reasonable control, such as severe weather, road closures, power failure or an emergency, though in those cases we will refund payments for services we cannot deliver.

GOVERNING LAW

These terms are governed by New Zealand law and the New Zealand courts have exclusive jurisdiction over any dispute arising from them. Our hotel and casino operate under New Zealand legislation, including the Gambling Act 2003, the Sale and Supply of Alcohol Act 2012 and the Privacy Act 2020.

If any part of these terms is found to be unenforceable, the remaining parts continue to apply. If something has gone wrong during your stay or on the casino floor, please raise it with the duty manager while you are here, or write to us at 109 Beach Street, Queenstown, Otago 9300, New Zealand, or [email protected], so we have the chance to put it right.