Wana Stay Terms of Service
1. Introduction
These Terms of Service ('Terms') govern the relationship between WanaStay Property Management ('WanaStay', 'we', 'us', or 'our') and:
• Property owners and investors ('Owners') who engage WanaStay to manage short-term rental properties; and
• Guests who stay at properties managed by WanaStay.
By signing a Property Management Agreement, making a booking, or using our services, you agree to be bound by these Terms. Please read them carefully.
These Terms are governed by the laws of New Zealand, including the Contract and Commercial Law Act 2017, the Consumer Guarantees Act 1993, the Fair Trading Act 1986, and the Residential Tenancies Act 1986 (where applicable).
2. About WanaStay
WanaStay Property Management is a short-term rental management company based in Wanaka, Otago, New Zealand. We manage residential properties on behalf of owners, listing them on platforms such as Airbnb, Booking.com, and Vrbo, and providing end-to-end guest and property management services.
Contact:
WanaStay Property Management
Wanaka, Otago, New Zealand
Email: hello@wanastay.co.nz
Website: www.wanastay.co.nz
PART A — TERMS FOR PROPERTY OWNERS
3. The Management Agreement
These Terms form part of the Property Management Agreement entered into between WanaStay and each Owner. In the event of any conflict between these Terms and the signed Property Management Agreement, the Property Management Agreement will prevail.
The management relationship commences on the date specified in the Property Management Agreement and continues until terminated in accordance with Section 10 (Termination).
4. Owner Obligations
As an Owner, you agree to:
4.1 Property Standards
• Ensure the property meets all applicable health, safety, and building compliance requirements prior to listing
• Maintain the property in a condition suitable for short-term rental, including all furnishings, appliances, and facilities
• Promptly notify WanaStay of any defects, damage, or issues that may affect guest safety or the quality of the stay
• Ensure the property has adequate contents and public liability insurance appropriate for short-term rental use
• Comply with any local council requirements, body corporate rules, or covenants that apply to short-term rental at the property
4.2 Financial Obligations
• Ensure sufficient funds are available in your nominated account to cover management fees, maintenance costs, and other expenses as they fall due
• Pay all rates, utilities, and insurance costs associated with the property unless otherwise agreed in writing
• Meet all tax obligations including income tax on rental earnings (WanaStay recommends you seek independent tax advice)
4.3 Access and Information
• Provide WanaStay with accurate information about the property, including any restrictions on use
• Provide timely access to the property for inspections, maintenance, and guest changeovers
• Notify WanaStay at least 14 days in advance of any owner stays or periods when the property is unavailable
5. WanaStay Services
Subject to these Terms and the Property Management Agreement, WanaStay will provide the following services:
5.1 Listing and Marketing
• Create and manage listings on agreed booking platforms (e.g. Airbnb, Booking.com, Vrbo)
• Produce professional photography and listing content (fees may apply)
• Set and dynamically adjust pricing using market data and demand forecasting tools
• Respond to guest enquiries and manage all booking communications
5.2 Guest Management
• Screen guests and manage booking approvals in accordance with platform and WanaStay policies
• Coordinate check-in and check-out, including key management
• Provide 24/7 guest support during stays
• Manage guest reviews and respond on behalf of the Owner where appropriate
5.3 Property Operations
• Arrange and oversee professional cleaning and linen services between stays
• Conduct regular property inspections and report findings to the Owner
• Coordinate routine and emergency maintenance using our approved contractor network
• Restock consumables and guest supplies as needed
5.4 Reporting and Financial Management
• Provide monthly statements detailing bookings, income, and expenses
• Remit net rental income to the Owner's nominated account on a monthly basis
• Collect and remit applicable GST on management fees
• Maintain booking records and financial documentation
6. Fees and Payment
WanaStay's fees are set out in the Property Management Agreement. Unless otherwise agreed, fees are calculated as a percentage of gross rental revenue earned by the property each month.
Additional fees may apply for services outside the standard management scope, including but not limited to: professional photography, emergency maintenance call-outs, owner request work, and deep cleaning after excessive damage. WanaStay will notify you before incurring any non-standard expenses except in emergencies.
All fees are quoted exclusive of GST unless otherwise stated. GST will be added where applicable.
WanaStay reserves the right to deduct management fees and approved expenses from rental income collected on the Owner's behalf prior to remitting the balance.
7. Maintenance and Repairs
WanaStay will use reasonable endeavours to maintain the property in good condition. Where the cost of a repair or maintenance item is below the threshold agreed in the Property Management Agreement (the 'Maintenance Threshold'), WanaStay may authorise and arrange the work without prior Owner approval.
For costs above the Maintenance Threshold, WanaStay will seek Owner approval before proceeding, except in cases of emergency where immediate action is required to protect the property or guest safety. In such cases, WanaStay will notify the Owner as soon as practicable.
WanaStay will use reasonable care in selecting contractors but does not guarantee the quality of third-party work. Any warranties for workmanship rest with the contractor.
8. Owner Stays and Blocked Dates
Owners may request to use the property for personal stays by providing at least 14 days' written notice to WanaStay. Requested dates are subject to existing confirmed bookings and cannot be guaranteed.
During owner stays, the property will be removed from availability on booking platforms. WanaStay management fees do not apply to periods blocked for owner use, however any costs incurred (e.g. cleaning after the owner stay) remain the Owner's responsibility.
9. Insurance and Liability
Owners are responsible for maintaining appropriate insurance cover for the property, including building insurance, contents insurance, and public liability insurance suitable for short-term rental. WanaStay strongly recommends a minimum of $2,000,000 public liability cover.
WanaStay is not liable for any loss, damage, or injury arising from:
• The actions or omissions of guests
• Third-party contractor work
• Events beyond WanaStay's reasonable control (including natural disasters, platform outages, or changes in law)
• The Owner's failure to maintain adequate insurance or comply with applicable laws
WanaStay's liability to the Owner is limited to the total management fees paid to WanaStay in the three months preceding the event giving rise to the claim.
10. Termination
10.1 Termination by Owner
The Owner may terminate the management relationship by providing written notice as specified in the Property Management Agreement (typically 30 days). Termination does not affect confirmed guest bookings; WanaStay will manage these bookings through to completion unless otherwise agreed, and standard fees will apply.
10.2 Termination by WanaStay
WanaStay may terminate the management relationship by providing written notice if:
• The Owner is in material breach of these Terms or the Property Management Agreement and fails to remedy the breach within 14 days of written notice
• The Owner fails to pay amounts owed to WanaStay within 14 days of the due date
• The property is no longer suitable for short-term rental
• WanaStay ceases to operate as a business
10.3 Effect of Termination
On termination, all amounts owing to WanaStay become immediately payable. WanaStay will transfer all property-related documentation, access information, and records to the Owner within a reasonable time.
PART B — TERMS FOR GUESTS
11. Bookings and Reservations
Bookings may be made through WanaStay directly or via third-party platforms (e.g. Airbnb, Booking.com, Vrbo). Where a booking is made through a third-party platform, the terms and conditions of that platform also apply.
A booking is confirmed once you receive written or electronic confirmation from WanaStay or the relevant booking platform and any required payment has been received.
You must be at least 18 years of age to make a booking. The lead guest named in the booking is responsible for compliance with these Terms by all members of the guest party.
12. Payment
Payment terms vary depending on the booking channel. Payments made through third-party platforms are subject to those platforms' payment policies.
For direct bookings with WanaStay, the following terms apply unless otherwise stated at the time of booking:
• A deposit of 50% of the total booking value is required to confirm the reservation
• The remaining balance is due 30 days prior to the check-in date
• For bookings made within 30 days of check-in, full payment is required at the time of booking
All prices are quoted in New Zealand dollars (NZD) and include GST unless otherwise stated.
13. Cancellations and Refunds
Cancellation terms vary by booking channel and are communicated at the time of booking. For direct bookings with WanaStay, the following standard cancellation policy applies unless otherwise agreed in writing:
• Cancellation more than 30 days before check-in: full refund of amounts paid, less any non-refundable deposit
• Cancellation 14–30 days before check-in: 50% refund of the total booking value
• Cancellation less than 14 days before check-in: no refund
WanaStay strongly recommends that guests obtain appropriate travel insurance to cover cancellation and other unforeseen circumstances.
WanaStay reserves the right to cancel a booking where the property becomes unavailable due to circumstances beyond our reasonable control (e.g. damage, owner requirements, natural disaster). In such cases, WanaStay will provide a full refund of amounts paid and will use reasonable endeavours to find alternative accommodation.
14. Guest Obligations
By making a booking you agree to:
14.1 Property Care
• Treat the property with care and leave it in a clean and tidy condition on departure
• Report any damage or breakage to WanaStay promptly
• Not smoke inside the property (smoking may only be permitted in designated outdoor areas, if specified)
• Not bring pets onto the property unless explicitly agreed in writing by WanaStay
• Not exceed the maximum number of guests specified in your booking
14.2 Behaviour
• Observe all applicable laws and regulations during your stay
• Respect the neighbours and community — Wanaka is a residential area and noise must be kept to a reasonable level, particularly between 10pm and 8am
• Not hold parties, functions, or events at the property without prior written consent from WanaStay
• Not use the property for any unlawful or commercial purpose
14.3 Check-In and Check-Out
• Comply with the check-in and check-out times specified in your booking confirmation
• Return all keys and access devices at check-out (replacement costs will be charged if items are lost or not returned)
• Notify WanaStay of any maintenance issues discovered during your stay
15. Damage and Security Deposits
A security deposit may be required at the time of booking or check-in, as specified in your booking confirmation. The security deposit will be refunded within 7 days of check-out, subject to a satisfactory inspection of the property.
WanaStay may deduct from the security deposit (or charge the lead guest directly) for:
• Damage to the property, its contents, or fittings beyond fair wear and tear
• Excessive cleaning required above the standard post-stay clean
• Missing items (keys, access cards, linen, etc.)
• Any fines, penalties, or costs incurred as a result of the guest's breach of these Terms
WanaStay will provide an itemised breakdown of any deductions made. If damage costs exceed the security deposit, the lead guest will be liable for the balance.
16. Limitation of Liability — Guests
To the maximum extent permitted by law, WanaStay's liability to guests is limited to the total amount paid for the booking.
WanaStay is not liable for any loss, injury, or damage arising from:
• The condition or suitability of the property for any particular purpose
• Theft of personal belongings during the stay
• Service outages (internet, power, water) beyond WanaStay's control
• Actions or omissions of third parties, including contractors or booking platforms
• Events beyond our reasonable control
Nothing in these Terms limits or excludes any rights you have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 that cannot be excluded by law.
PART C — GENERAL TERMS
17. Privacy
WanaStay collects and handles personal information in accordance with the New Zealand Privacy Act 2020 and our Privacy Policy, available at www.wanastay.co.nz. By engaging our services, you consent to the collection and use of your personal information as described in our Privacy Policy.
18. GST and Tax
WanaStay is registered for Goods and Services Tax (GST) in New Zealand. GST is included in or added to fees and charges as applicable and indicated in relevant invoices or statements.
Owners are responsible for their own tax obligations on rental income. WanaStay recommends that Owners seek independent tax and accounting advice in relation to their short-term rental activities.
19. Disputes
If a dispute arises between WanaStay and an Owner or Guest, both parties agree to attempt to resolve the matter in good faith through direct negotiation in the first instance.
If the dispute cannot be resolved within 20 working days of written notification, either party may refer the matter to mediation. The parties will agree on a mediator, or if they cannot agree, one will be appointed by the New Zealand Dispute Resolution Centre.
Nothing in this clause prevents either party from seeking urgent injunctive or other equitable relief from a court where necessary.
20. Force Majeure
WanaStay is not liable for any delay or failure to perform its obligations where that failure results from events beyond its reasonable control, including but not limited to: natural disasters, pandemic or epidemic, government action, power or communications outages, or acts of third parties.
21. Changes to These Terms
WanaStay may update these Terms from time to time. For Owners, updated Terms will take effect 30 days after written notice is provided. For Guests, the Terms that apply are those in force at the time of booking.
Continued use of our services after updated Terms take effect constitutes acceptance of the revised Terms.
22. Governing Law
These Terms are governed by and construed in accordance with the laws of New Zealand. Any disputes that proceed to court will be subject to the exclusive jurisdiction of the New Zealand courts.
23. Contact Us
For any questions regarding these Terms, please contact us:
WanaStay Property Management
Wanaka, Otago, New Zealand
Email: hello@wanastay.co.nz
Website: www.wanastay.co.nz