Terms & Conditions

Online Booking Policy

• 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. 

Cancellation Policies

• Any cancellations made within the 24 hour period of the booking will not result in a refund. This is for all items.
• Any cancellations for the Eco Trail 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.

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.
• 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 campsite is allocated 1 parking space. 
• 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.
• 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. 

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.

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). 

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.
• If you wish to make a group booking, please email manager@hotpools.co.nz 

Complaints Policy