Terms & Conditions

Online Booking Policies

• Online bookings can be made via our website only as we are not associated with any third party booking platforms. We will not honor any bookings, vouchers or information that customers may see or purchase from platforms outside of our website. 
• Waikite Valley Hotpools reserves the right to charge any outstanding fees to the credit card supplied at time of booking.

Cancellation Policies

• Any cancellations made within the 24 hour period of a booking will not result in a refund or price deduction. This is for all items.
• Any cancellations for the Eco Trail or the Geothermal Combo will not result in a refund.
• Gift card sales are final and non-refundable.
• For the campground, any cancellations made before the 24 hour period will incur a refund, however a $25 fee will be deducted per site.
• For the private pools, general pools and soak package, any cancellations made before the 24 hour period will incur a refund, however a $10 fee will be deducted.
• For the Geothermal Valley combo, booking cancellations will not result in a refund.
• For group bookings:
  - Any cancellations made more than 7 days before the booking date will incur a $10 admin fee. 
  - Cancellations made between 7 days and 24 hours before the booking date will be charged 50% of the total booking amount.
  - Changes to the booking date can be once only and must be requested at least 7 days before the original booking date. 
  - If your group size changes by 10 people or more, please notify us of the updated total at least 48 hours prior to your scheduled visit. 

Damage to Property Policy

• Waikite Valley Hotpools shall not be held responsible for the loss, theft or damage of any property for any reason, regardless of the cause, including any fault pertaining to any fitting, appliance or piece of apparatus within the vicinity of the complex. Please ensure valuables are secure and all vehicles and doors are locked. Any damage caused to the complex by visitors, including pets and vehicles, will incur charges to fix the damage.

Campground Policies

• If you would like to change the date/s of your campground booking, please contact us with at least 24 hours notice on (07) 3331861 or info@hotpools.co.nz. We cannot guarantee that your preferred date/s will be available.
• The pools are not available to campers after check out time. Full general admission fees will apply after 11am.
• Access to the campground complex is restricted to overnight guests only, unless prior arrangements have been made with a member of staff. Parking is not available for day visitors in our campground. We appreciate your understanding if a staff member verifies the number of people occupying your site during your visit. 
• This is a family friendly complex. In the event of excess noise after 9pm (21.00hrs ) or anti-social behavior occurring, your campsite occupants will be asked to leave without the option of a refund.
• Campers are not permitted to swim before 6am.
• We allow pets outside of public holidays and our peak season period as long as they remain on a leash. Pets are not permitted in or around the pool complex or eco-trail. It is the responsibility of the owner to clean up any mess that their pet makes. Where pets are allowed to stay they are to be kept under control at all time. Any unruly behavior by pets may result in your stay being terminated without refund.
• Each tent site is allocated 1 parking space only. 
• Please ensure that your vehicle or tent fits comfortably within the dimensions stated in the description of the site that you booked. A refund will not be granted for campers who reserve a unsuitable site.
• Campervan and caravan sites allow for 1 campervan or caravan only per site (no double parking).
• Campers and Visitors who park at the Waikite Valley Hot Pools in either the campground or General Public parking areas do so at their own risk. Waikite Valley Hot Pools will not be held responsible for any damages to property that may occur whilst on site.
• Peak rates apply to the campground from the 1^st December - 31st January and over Easter Weekend.
• Breach of our rules may result in termination of your stay without the option of a refund. 

​​Public Pools Policies

• All general admission tickets purchased to use the pools are for single admission only. 
• Breach of our rules may result in termination of your visit without the option of a refund.
• We do offer local discounts for Rotorua residents who present ID at reception. Acceptable ID includes a Rotorua Mai Card, a drivers license with an address, a bill with an address (as well as photo identification). Each adult is required to have an acceptable form of ID in order to receive the discount. 
• We do offer a senior citizen discount for those who present a New Zealand Super Gold Card at reception on arrival. 

Private Pools Policies

• If you would like to change your private pool booking time, please contact us with at least 4 hours notice on (07) 3331861 or info@hotpools.co.nz. We cannot guarantee that your preferred time will be available.
• Late arrivals or no shows will result in booking cancellation without the option of a refund.
• Private pool bookings are for 40 minutes. Any excess of 40 minutes in the private pool will result in an additional charge. You are welcome to use the 6 general pools before and after your private pool session.
• There must be a minimum of 2 adults, aged 16 years or older, to safely use the private pools and children must be actively supervised at all times.
• Consecutive 40 minute sessions are not permitted. 
• Breach of our rules may result in termination of your visit without the option of a refund.

Non-Swimmers Policy

• Non-swimmers will be required to pay a spectator fee upon entry. This provides access to toilets, showers, cafe facilities and the Eco Trail. 

Pricing Policy

• All pricing is subject to change. Peak rates apply to the campground during long weekends and busy periods (see above for more information). 

Season Pass Policies

• A season pass must be presented upon arrival or general admission charges will apply.
• A season pass can only be used by the person(s) named at the time of purchase. ID may be required. 
• A season pass grants you access to the six public pools and Te Manaroa Spring Eco Trail only. It does not grant you access into the private pools.
• A season pass is valid for 12 months from the date of purchase. 
• Some periodic maintenance closures may apply during you season pass period. 
• Closures resulting from pandemic and/or natural disaster responses will not result in this pass being extended past the expiry date at date of purchase. Extensions or holds on season passes cannot be made for reasons outside our control, including personal health matters. 
• A replacement card fee of $25 will apply to replace a lost season pass card.

Lost Property Policy

• Items of lost property will be held for no longer than 1 week. Please make direct contact regarding items you may have left at our complex by phoning (07) 3331861 or emailing info@hotpools.co.nz Once contact is made, collection of lost property or a prepaid postage bag must take place within 1 month.

Cafe Policies

• No outside food is to be brought or consumed on cafe terraces and/or in the cafe. This includes items for special occasions, e.g. Birthday Cakes.
• All picnic food is required to be eaten on the picnic tables by the Settlers Pool which is an uncovered area. Use of the cafe area and tables for picnic food will not be permitted if it rains during your visit.

Group Booking Policies

• Given that this is a water-based activity, we require a ratio of 1:2 (Adults : Children 4 years old and under) and a ratio of 1:4 (Adults : Children 5 - 11 years old). Active supervision at all times is the responsibility of the group organiser/leader. Active supervision means watching the child at all times and being able to provide immediate help. The adult/s must be close enough to see the child, be seen by the child, hear the child, be heard by the child and reach the child immediately if they need help.
• The group organiser/leader must first see a shift supervisor before the children enter the pool premises. You will be given instructions for the group. School and ECE groups may be restricted to the Settlers Pool.
• Our prices do not alter for groups. Therefore, please be familiar with our prices and the different options that we offer. If you have senior members within your group, who are 65+, they will be required to show their date of birth in order to recieve a discount. This can either be in the form of a Super Gold Card (NZ citizens only), drivers license or passport.
• See cancellation policy for Group Bookings above under 'Cancellation Policies'. 

Complaints Policy