Full Hotel Policies
Introduction
West Plaza Hotel staff and management wish to provide an environment for our guests that is safe, hospitable and comfortable. The following house rules and policies have been established based on industry standards, management and operational procedures. These house rules and policies form part of our reservation agreement with you. As our hotel guest, by reading and signing your hotel registration form, you are agreeing to abide by all our house rules and policies, terms and conditions, and procedures. Our house rules and policies may change.
Check In
During check in, we follow our registration process, which includes a guest signature accepting the hotel’s house rules and policies. A valid credit card is required at the time of check-in, and payment will be taken in full for accommodation and any parking requirements. The credit card must match the name of the booking, unless a credit card authorisation has been completed prior to arrival.
A valid ID matching the name on the booking may be required at time of check-in.
If a credit card is not available at the time of check-in, a bond will be taken and returned upon departure, once the room has been inspected by Hotel Management.
Please note our minimum check-in age is 18+ Government issued photo ID is required at check-in.
Early check-in and late check-out are subject to availability and may incur additional charges.
Guest Behaviour
The hotel reserves the right to refuse service to any guests who are displaying any unlawful behaviour, disruptive conduct, or violations of our policies. This includes food & beverage services – service will be refused in our restaurant and bar if a guest shows signs of irresponsible alcohol consumption or intoxication. If drugs or drug paraphernalia are found or used in our public areas or guest rooms, we reserve the right to evict from our premises and report to the appropriate authorities. All members of the booking will be ordered to vacate the premises without refund.
Smoking
West Plaza Hotel is a completely non-smoking and non-vaping hotel. If required there is an outdoor smoking area.
A minimum $250 charge will apply for smoking in the room.
Candles, incense & essential oil diffusers are prohibited. These items and activities will be treated as smoking.
Cooking & Appliances
The safety of our guests, staff, and property is extremely important to us. The preparation of food in guest rooms by any type of cooking appliances is prohibited. Provided kettle is for boiling water only and must not be used for cooking food or heating other liquids.
A minimum $250 charge will apply for cooking in the room.
Dress Code
Guests are required to wear footwear and appropriate clothing in our restaurant and bar, all common areas, and hallways.
Visitors
No visitors after 10:00 p.m. Visitors must notify Reception upon their arrival. Visitors must always be accompanied by the registered guest. Visitors are not allowed to use guest amenities. As a registered guest, you are responsible for your visitor at all times.
Parties & Excessive Noise
West Plaza Hotel has a strict ‘No Party Policy’ to ensure we can always protect the hotel and our guests. No parties, loud disturbances, or noise nuisances are permitted. In the event of a disturbance, one polite request (warning) will be made to reduce the noise. If the request is not followed, the guest will be asked to leave the hotel without refund. Registered guest(s) is responsible for all persons visiting. Non-registered visitors are only permitted until 10:00 p.m. If additional unregistered guests are found in the room after 10:00 p.m., your stay will be considered a party. You will be ordered to vacate the premises without refund.
After 10.00 p.m., televisions, voices, and other devices must be kept at a respectfully low level at all times. Doors should be opened and closed quietly. Please contact Reception immediately by room phone (dial 0) if you hear disruptive noise after 10.00 p.m.
After-Hours Entry
Accommodation key cards provide after-hours entry to the hotel. Reception is monitored 24 hours and can assist with late check-ins.
Alcohol
Registered guests of legal age who choose to bring their own alcoholic beverages must consume those in their room. Alcohol brought into the hotel is not allowed in public areas such as the lobby, restaurant, bar, or outside areas. Guests must comply with NZ Liquor Licensing Laws at all times.
Housekeeping
We reserve the right to enter the room on the 2nd consecutive day of ‘Do Not Disturb’ request to ensure our rooms are kept to a standard. We also reserve the right to enter the room at any time if we have reason to believe hotel policies are being violated. Additional cleaning fees may apply if rooms are left in an unsanitary condition.
Parking
Limited guest parking is available at a cost of $25.00NZD per night. All vehicles are parked at the owner’s risk. West Plaza Hotel assumes no liability or responsibility for vehicles. All vehicles must be registered with Reception. There is a height restriction of 1.8 metres. Vehicles must not obstruct driveways, loading zones, or emergency access routes.
Alternate parking is available at Wilsons Lombard Car Park for $25.00NZD per 24 hours. Please see Reception to book. West Plaza Hotel assumes no liability or responsibility for tickets issued or damage incurred when using Wilsons’ facilities. Breaches are enforced by Wilsons Parking, not the hotel.
Under 18 Guests
Our minimum age for check-in is 18. Any guests under 18 must be accompanied by an adult 18+ who must remain for the duration of the stay. The hotel reserves the right to refuse accommodation if valid ID cannot be produced.
Room Keys
Room keys are issued to registered guests only. I.D. is required to issue a duplicate key if one is lost. Please return keys to Reception at check-out.
Maximum Occupancy
Room occupancy requirements are based on fire code and fire safety restrictions. Standard maximum occupancy is 3 people (with a 3rd person fee). Exceeding this limit will require booking an additional room.
Firearms
Guests are not permitted to possess firearms on hotel property. This includes imitation or replica firearms.
Damage
Guests are liable for any damage caused (deliberate, negligent, or reckless) to rooms, hotel premises, or property by themselves or members of their party. The hotel reserves the right to retain credit card details provided at registration and charge amounts necessary to cover expenses.
If damage is discovered after departure, you authorise us to charge your credit or debit card for any damage, including but not limited to property damage, missing or damaged items, smoking fees, cleaning fees, and guest compensation. Every effort will be made to rectify damage internally before contracting third-party repairs to minimise costs.
Lost Property
If you believe you have left something behind, please contact us immediately and we will try to assist. West Plaza Hotel is not responsible for items left behind. Non-perishable items found after departure will be collected, logged, and stored securely.
Lost property can be returned via postage; your credit card will be charged for packaging and postage costs.
Unclaimed items will be held for 3 months before disposal or donation.
Guest Laundry
The guest laundry is located on the 5th floor and operates from 8:00 a.m. – 10:00 p.m. Access is available via Reception. West Plaza Hotel does not monitor laundry use or provide operational assistance and is not responsible for lost or damaged items.
The washing machine and dryer each require a $2 coin per cycle. Laundry powder is also available for purchase at Reception for $2.
Baggage Storage
Storage facilities are available for baggage before and after your stay. Please ensure all fragile items are secured safely and inform staff accordingly.
Illness
We reserve the right to refuse accommodation to guests arriving with a contagious disease.
In cases of illness during a stay, please notify Reception. Guests who become seriously ill may be asked to vacate their room and seek medical attention in order to protect their own health, and that of other guests and staff.
Precautionary measures as required by local authorities will be enforced during a pandemic.
Pets/Animals
Pets are not allowed. Service animals are permitted, and valid proof of service may be requested.
Wi-Fi & Internet Use
Complimentary wireless internet is provided for guest use. By accessing the hotel Wi-Fi network, you agree to use the service responsibly and in accordance with New Zealand Law. The network must not be used for illegal activities. The hotel does not guarantee that the service will be uninterrupted, secure, or error-free, and accepts no liability for loss of data, delays, or interruptions to service. Guests are responsible for ensuring their own devices are protected with appropriate security software. Misuse of the internet service may result in access being withdrawn without notice.
Force Majeure
The hotel will make every effort to ensure guests enjoy a safe and comfortable stay; however, we cannot accept responsibility or liability for any loss, damage, or costs incurred as a result of events beyond our control. Such events may include, but are not limited to, natural disasters, government restrictions, power outages, pandemics, or emergencies that disrupt normal hotel operations.
Health & Safety Policy
We expect contractors, visitors, and guests to:
- Comply with safety instructions while in our workplace.
- Ensure they do not wilfully place at risk the health and safety of any person, including themselves, while on the property.
- When applicable, promptly report any concerns regarding health and safety to the Manager on Duty.
- Appropriate attire must be worn in public areas of the hotel, including shoes in the Restaurant and Bar.
- Due to Health & Safety, we reserve the right to deny access to our Restaurant and Bar if guests are not wearing shoes, or inappropriate attire (such as being shirtless).
- In the event of an evacuation, guests must follow all staff instructions and proceed to the designated assembly point.
Disputes Procedure
Where a guest feels that we have not responded adequately to an enquiry, or otherwise wishes to raise a dispute with us, guests can contact us at information@westplaza.co.nz
We will endeavour to resolve the matter promptly.