FAQ's

Can I smoke in the Villa?

No, we are 100% non-smoking.

We reserve the right to charge a fine if you do not follow this rule.

Is my data and credit card secured?

Yes. Omana Luxury Villa’s website has an SSL security certificate. No one will be able to access your credit card details, which will remain protected.

I accidently booked the wrong dates. How can I make an amendment?

You can modify or cancel your reservation, without charge, up to a month before your arrival. Please contact us via email at omana@omanaluxuryvilla.com or + 64 21 29 74214 or +64 21 811707 to change your booking.

Can we add an extra person for an additional cost?

No, the rooms are designed for two people only.

How early can I check-in?

You can check in from 15:00 (3pm) on the day of your arrival. We are happy to take note of any requests for early check-in and will do our best to accommodate them.

If the room is ready before 3pm, you may check in earlier, but this is subject to availability and will be confirmed via text message on the day of your arrival.

At what time do we have to checkout?

You can access your room until noon (12pm) on the day you leave.

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‍Early check-in or late check out request

We are more than happy to note an early check-in request against your booking. You may check in at an earlier time if the room is ready before 15:00, but this is subject to availability and to be confirmed via text message on the day of your arrival.

Please be aware that there may be an additional charge for an early check-in. However, there are no additional charges if you have booked your stay directly on our website and we have room available to accommodate your request.

If you wish to check out later than 12:00, please let us know and we will do our best to accommodate. It’s free and subject to availability.

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How do we check-in and check out?

Our villas offer self-check-in and check-out options, with keyless electronic entry. To access your villa, use the exclusive PIN code that will be emailed to you on the morning of your arrival.

There's no need to check out online as everything will already be handled for you.

What is included in the rate?

The rate includes access to the villa booked, French breakfast that is replenished daily, and late check-out at 12pm.

Tax (GST) is also included. Once your reservation has been made, you will receive a confirmation email outlining the details and terms and conditions of your booking.

How can I confirm my reservation?

Once you have entered your details and credit card number, and clicked "Confirm," your reservation is confirmed. You will see a reservation number on the screen, and a confirmation email will be sent to the email address you provided during the booking process. It's important to check your inbox or junk mail folder for this email.

If you experience any issues whilst making your booking, please contact omana@omanaluxuryvilla.com

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Can I get a refund for my bookings on non-exchangeable/non-refundable reservations?

If you need to change your reservation, you can do so up to a month before your scheduled arrival. There will be no charge for modifying or cancelling your booking. To amend your booking, please email us at omana@omanaluxuryvilla.com or call +64 21 02974214 or +64 21 811707.

The last payment for your reservation is required 14 days before your stay begins. If your stay starts before that time, payment is due upon booking.

Why book direct?

Booking directly with Omana ensures that you get the best available rates for your stay. We prioritise our website and offer exclusive discounts and promotions to our direct customers.

Plus, booking directly with us gives you access to our knowledgeable and helpful customer service team, who can assist you with any questions or concerns you may have during your booking process and stay.

Can we bring our pet to the Villa?

No.
We love our furry babies too, however, pets are not allowed on our premises.
We reserve the right to charge a fine if you do not follow this rule.‍

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Is it possible to have a vegan/gluten free option for the French breakfast?

Yes, please let us know your food restrictions at the time of the booking. The email address is: omana@omanaluxuryvilla.com

What is the minimum stay at the Villa?

Please note that we have a minimum stay requirement of 2 (two) nights.

The minimum stay required for Christmas, New Year, and public holidays is 3 (three) nights.

Do you partner with any companies on the island?

We partner with only the best providers in Waiheke. Find below what we can offer you:

Car rental

When you stay at Omana Luxury Villas you can enjoy 20% off car rental at http://www.waihekecarrental.co.nz. We will send you the information after the booking is confirmed.

Weddings

If you are looking for a wedding planner, we have a partnership with the best one in the region, and you can find more information here:
michelle@waihekeislandweddingsandevents.com
https://www.waihekeislandweddingsandevents.com/

At Indigo Waiheke - https://www.indigowaiheke.co.nz/elopements/, you can get a 10% discount for our guests.

For an unforgettable wedding celebration, we recommend the services of Francieli McWilliams, a dedicated wedding celebrant who will guide you through your special day.
https://www.instagram.com/celebrant.francieli.brazilian/ https://celebrantfrancieli.co.nz/

What is your health and safety prodecure?

You can view our health and safety procedure here

What is your cancellation policy?

Cancellation

For bookings made through a Third-Party, refer to the cancellation policy in their terms and conditions for information on refunds. For bookings made through the Owner or if the Third-Party does not explicitly address cancellation, the following cancellation policy applies:

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Base policy: 15-day cancellation windows

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(a) Travelers who cancel 15 days or more before 6:00 PM NZST on the day of check-in are charged no fee.
(b) Travelers who cancel between 14 and 7 days before 6:00 PM NZST on the day of check-in are charged 50% of the booking amount.
(c) Travelers who cancel less than 7 days before 6:00 PM NZST on the day of check-in (including no-shows) are charged 100% of the booking amount.‍

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If, for any reason, the Property becomes uninhabitable before the commencement of the booking, resulting in a cancellation, then the Owner will refund to You all monies paid in full. If You booked through a Third-Party, then their refund policies will apply. The Owner shall apply if that Third-Party does not have a refund policy. ‍

If the Property becomes uninhabitable during the rental period, the Owner will cancel the remainder of the booking and refund the rental amount (pro rata for the nights not stayed). If You booked through a Third-Party, then their policy will apply. ‍If You depart early or fail to show up for a booking, You will not be entitled to a refund.‍

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