Hotel Policies and House Rules

The Cooks Oasis strives to provide our guests with an exceptionally clean, comfortable, and convenient holiday experience. These Policies / House Rules are considered part of our reservation agreement with you. As our guest, and upon your check-in, you are agreeing to abide by ALL our Hotel Policies / House Rules, terms and conditions, and procedures, and we reserve the right to refuse service, or to make a charge to the guest's card if any fees are assessed for damages or not complying with Resort Policies / House Rules. The Management of The Cooks Oasis, would greatly appreciate your co-operation in abiding by the following, as we value each of our guest's safety and enjoyment. Our Hotel Policies / House Rules may change from time to time.

DAMAGE AND / OR THEFT OF HOTEL PROPERTY: 

You are liable for any damage however caused (whether by deliberate, negligent, or a reckless act) to the room(s), resort premises or property caused by you or any person in your party, whether or not staying at the hotel during your stay. 

The Cooks Oasis reserves the right to retain your credit card and/or debit card details, as presented at registration and charge or debit the credit/debit card such amounts as it shall, at its sole discretion, deemed necessary to compensate or make good the cost or expenses incurred or suffered by The Cooks Oasis. 

Should this damage/loss come to light after the guest has departed, we reserve the right, and you hereby authorize us, to charge your credit or debit card for any damage incurred to your room or the Resort property during your stay, including and without limitation for all property damage, missing or damaged items, smoking fee, cleaning fee, guest compensation, etc. We will make every effort to rectify any damage internally prior to contracting specialist to make the repairs, and therefore will make every effort to keep any costs that the guest would incur to a minimum.

DAMAGE DISCOVERED AFTER CHECK-OUT: 

Guest Rooms found with waste scattered around, in complete disorder, and/or “trashed” will be subject to a NZ$350.00 maintenance deep cleaning fee, administration fee and/or third-party fees.

DAMAGE TO ROOM:

Damage to rooms, fixtures, furnishing, and equipment including the removal of electronic equipment, towels, artwork, etc. will be charged at 150% of full and new replacement value plus any shipping and handling charges. Any damage to hotel property, whether accidental or wilful, is the responsibility of the registered guest for each room. Any costs associated with repairs and/or replacement will be charged to the credit card of the registered guest. In extreme cases, criminal charges will be pursued.

​

DAMAGE TO MATTRESSES AND BEDDING: 

Damage to mattresses and linen including towels, mattress pads, sheets, bedspreads, blankets resulting from the use of fake tan, body oils, make-up, shoe-polish, etc. will result in a charge at 150% of full and new replacement value plus any shipping and handling charges, for the special cleaning, repair or replacement of the damaged article.

DAMAGE OR TAMPERING WITH FIRE DETECTION SYSTEMS / FIRE-FIGHTING EQUIPMENT: 

The Cooks Oasis reserves the right to take action against any guest or visitor found to have tampered or interfered with any detection equipment throughout the hotel including, guest rooms, Guests or visitors found to have tampered with any fire detection or fire-fighting equipment will be charged with any costs incurred by the hotel due to their actions and will be evicted from the hotel. Depending on the severity of the guests’ actions, law enforcement may become involved at the hotel’s discretion. Should the fact that fire-fighting or detection equipment had been tampered with come to light after the guest has departed, we reserve the right and you hereby authorize us to charge your credit or debit card for any damage incurred to your room or the Hotel property during your stay, including and without limitation for all property damage, missing or damaged items, smoking fee, cleaning fee, guest compensation, etc. 

GUEST POLICIES

CHECK-IN REQUIREMENTS: In the interests of security and to prevent fraud, guests are required to confirm their identity by providing their valid government issued photo identification (Passport)) at check-in. They are also required to register a valid credit/debit card or a NZ$350.00 deposit, which is refundable on check-out.

CHECK-IN TIME: 2:00PM. Unless a different check-in is approved by prior arrangement.

CHECK-OUT PROCEDURE: Check-out time is 10:00AM. Please check-out with reception so that housekeeping may begin cleaning your room as soon as possible. If you require a later check-out, please contact reception by email and we will do our best to accommodate your request. A charge may apply for late check-out.

CHECK-OUT TIME: 10.00AM. Check-outs past 6:00PM will be subject to a full-day's rate. However, if you would like to request a later check-out time, please inform reception by email. Late check-outs are subject to availability and may be chargeable.

CHILDREN: As the parents, guardians, or chaperones of children aged 12 and under, you are personally and legally responsible for, and must supervise them at all times. For safety reasons, please do not leave children unattended in guest rooms or allow them to roam the hotel property unsupervised. Our plunge pool is not fenced and there are no lifeguards on duty.

DEPOSIT: A deposit of 10% of the total booking, is required to make an individual room reservation. 

EARLY CHECK-IN / PRE-REGISTRATION: Early check-in is offered based on availability. If you require a guaranteed check-in for arrival prior to 2:00PM, then pre-registration and payment may be required. Please contact us directly to make reservations requiring early check-in at +68228213 or relax@thecooksoasis.com

GUEST REGISTRATION: We require valid contact information from the guest making the reservations including first and last name, address, phone number, email and signature. The names of all guests occupying the room must be registered as well.

QUIET HOURS: 10:00PM to 8:00AM. If you become aware of a disruptive guest, please contact Reception staff immediately by phone or in person. Televisions, voices, or other devices must be kept at a respectful low level at all times. Doors should be opened and closed quietly. 

PETS: The Cooks Oasis does NOT provide accommodations for pets. Pets are not allowed.

PAYMENT: We accept Visa and Master Card. Pursuant to credit card agreements; credit cards are not valid unless signed by the cardholder. Credit cards must be signed. Cash payment is welcomed. All guests are required to present a valid government issued photo identification even if guests are planning on paying in cash upon check-out. Cheques and foreign currency are not accepted.

RIGHT TO REFUSE SERVICE: The Cook’s Oasis is privately owned and operated. The Cooks Oasis has a zero-tolerance policy to guests behaving in an unreasonable manner. We will refuse to admit or refuse service or accommodation in our hotel or may remove a person, without refund, who refuses to abide by the reasonable standards and policies established by Cook Island Law and the owners, for the operation and management of the resort. 

The Cooks Oasis will refuse service or evict a guest, in the following circumstances: 

• for refusal or failure to pay for accommodations, 
• is acting in a disorderly fashion as to disturb the peace of other guests.
• is unable to properly supervise their children at all times. 
• seeks to use the hotel for an unlawful purpose. 
• seeks to bring into the hotel illegal substances. 
• threatens harm to hotel property or guests. 
• causes or permits persons to exceed the maximum allowable occupancy of room.
• refuses to abide by the reasonable standards or policies established by The Cooks Oasis for the operation and management of our hotel.

SPECIAL REQUESTS: We will make every effort to honour special requests such as a specific floor or villa number, adjacent rooms, cots and high chair, etc. upon your arrival. All special requests are noted on reservations, and we will do our best to accommodate. However, the availability of these items cannot be guaranteed in advance.

Lost & Found

LOST & FOUND POLICY: The Cooks Oasis assumes no liability for lost, misplaced, stolen, or damaged valuables or belongings. If you discover that you have left behind something of value to you, please call us immediately +682 28213 or relax@thecooksoasis.com and we will try to assist you in locating your lost item.

FOUND ITEMS: The Cooks Oasis is not responsible for any item left behind by a guest. However, any item, with the exception of perishable items, left behind by our guests and found after departure by Housekeeping will be collected, logged in, and kept in a secure location for collection by the owner for up to thirty (30) days. Reasonable effort will be made to notify the guest that an item has found. Perishable items, underwear, and miscellaneous toiletries will be discarded.

RETURN: We would be happy to return your lost item(s) to you. Your credit card will be charged for packaging and postage, plus a 25% handling fee. A separate receipt will be mailed to you. The Cooks Oasis is not responsible for any item lost or misdirected during shipment.

UNCLAIMED ITEMS / NO CONTACT: Lost & Found items are held for thirty (30) days while we attempt to contact the guest. If guest contact information is incorrect or mobile phone mailbox is full and we are unable to contact the guest during the thirty (30) day holding period, the unclaimed item(s) are thrown away, given to local organizations, or disposed of accordingly by The Cooks Oasis.

On-Site

ENFORCEMENT: All staff are trained and required to respond to potential violations of our Hotel Policy / House Rules. Guests who refuse to abide by the reasonable standards and policies established by the Cooks Oasis, for safety of all guests, staff, owners, property, and the operation and management of the hotel will be evicted, with no refund. In addition to the room charge, a minimum $350.00 cleaning fee per room will be charged for infraction(s) of our Hotel Policy / House Rules.

PARKING AT OWN RISK: All vehicles are parked at the risk of the owner. The Cooks Oasis shall not assume liability or responsibility for any vehicle, occupants, or contents while operated or parked near the resort.

TERMS & CONDITIONS: The Cooks Oasis makes its best efforts to ensure that all the information that appears on its website is accurate. However, no warranty, expressed or implied, is given that the information provided is error free. The Cooks Oasis does not accept liability for any errors and/or omissions, and reserves the right to change the information published at any time and without notice.

Room Policies

ADDITIONAL BEDDING: A limited number of portable cots and highchair, are available upon request, and subject to availability.

CANDLE, INCENSE, ESSENTIAL OILS: Candle, incense, essential oils (diffusing, vaporizing, etc.) are prohibited. These items and activities will be treated as smoking, a fine assessed, and the guest may be evicted with no refunds.

HOUSEKEEPING / ROOM INSPECTION: Housekeeping is provided twice weekly, between the hours of 10:30AM to 6:00PM. This is a 100 % NON-SMOKING hotel (see above for what is included as “smoking”). Rooms are cleaned and inspected, and a detailed log is maintained on each room and linen. Rooms are rented to guests in appropriate condition without any prohibited odour. Housekeeping and Reception staff are trained and skilled in identifying the odours from prohibited items. If our investigation concludes that you have smoked in your room, or brought a prohibited item into our facility, fees will be assessed, and you may be evicted without any refund.

LINEN CHANGING: Your comfort is very important to us. For guests staying multiples nights, bed linen is changed twice weekly, if all personal items are removed from the bed and our housekeepers can access the walkways around the bed. Housekeeping will be happy to change your bed linens sooner please ask the reception for service. 

We hope our guests will assist us in decreasing our environmental impact and water use by reusing towels as much as possible. Towels are replaced twice weekly. If new towels are needed, or you have any additional questions or concerns, please contact our reception staff.

MAXIMUM OCCUPANCY: Room occupancy requirements are based on fire code/fire safety restrictions. If you exceed the maximum number of guests allowed, you will be asked to rent another guestroom for proper accommodations or vacate the hotel. Room rates are listed for single / double occupancy.

NON-SMOKING: The Cooks Oasis is a 100% smoke-free hotel. For safety and to assure that our facility is not exposed to items or actions that create an odour which is unhealthy and objectionable to our guests and staff, and that is difficult to remove from the air, carpet, walls, and furniture, we do not permit smoking tobacco, cannabis, illegal drugs, e-cigarettes, vape pens, vaping, cartridges containing the liquid of nicotine, hookahs, incense, cigars, candle burning, the use or diffusing of patchouli oil or other strong-smelling plant-based essential oils or synthetic products in our facility. 

​

Guests are encouraged to notify Reception staff immediately if they smell cigarette, cannabis, or other objectionable odours. 

NO PARTIES: The Cooks Oasis enforces a No In-Room Party Policy to ensure we can protect the hotel and our guests at all times. No parties, loud disturbances and/or noise-nuisance are allowed or tolerated on these premises. In the event of a disturbance, one polite request (warning) will be given to reduce the noise. If our request is not followed, the guest will be asked to leave the hotel without refund. Registered guest(s) are responsible for all persons visiting. Non-Registered visitors are only permitted until 10.30PM. If found with more “people” not listed on the Guest Registration Form after 10.30PM, your stay will be considered a party. You will be ordered to vacate the premises without refund and may be assessed a Guest Compensation Disturbance Fee.

VILLA KEYS: Villa keys are issued to the registered guest(s). 

Please return all room keys to Reception upon check-out. Failure to do so will result in a penalty of NZ$35.00 for each unreturned key. In the Villas with air conditioning, the key is required to operate the air conditioning unit. When you leave the Villa, do not leave the air conditioning unit running while the villa is unoccupied. This may result in an extra charge of $50.00 per day to cover the cost of electricity used..

VISITORS: No visitors after 10.30PM. Visitors must notify reception upon their arrival. Visitors must be accompanied by the registered guest at all times. As a registered guest, you are responsible for your visitor at all times, and may be charged an Extra Person fee for guests on property after 10.30PM

Reservations

EARLY CHECK-IN / PRE-REGISTRATION: Early check-in is offered based on availability. If you require a guaranteed check-in for arrival prior to 2:00PM, then pre-registration and payment may be required. Please contact Front Desk staff directly to make reservations requiring early check-in at relax@thecooksoasis.com or telephone +682 28213

CANCELLATION: The Cooks Oasis is not responsible for weather conditions, personal emergencies, or schedule changes. Once bookings are made and/or guest(s) are checked-in, bookings are non-refundable. Any changes regarding the date, room category, duration of stay of your booking will require you to cancel your initial booking and re-book your stay with the hotel. 

​

Reservations cancelled more than 30 days, prior to your arrival date, will result in a charge of 10% of your booking balance. If reservations are cancelled less than 30 days before the arrival date, no refunds will be given.

We strongly suggest that you take out travel insurance to cover your holiday at The Cooks Oasis.

GUARANTEED RESERVATIONS: All reservations must be guaranteed with a valid major credit card. Guests must be 18 years and older. We accept Visa and Master Card. We charge your credit card at the time you make your reservations, with a 10% deposit. Your credit card guarantees your reservations. The Cooks Oasis is not responsible for weather conditions, personal emergencies, or schedule changes.

RATES: All rates are quoted in NZ Dollars. Rates may increase without notice. Rates as advertised on The Cooks Oasis website, or any other website or promotional material are subject to change at any time and may increase or decrease at the hotel’s discretion. Rates are based on Garden Villa (2 occupancy), Studio (2 occupancy), One bedroom (2-4 occupancy) and 2 Bedroom (2-5 occupancy) and are subject to availability.

Safety

FIRE SAFETY POLICY: The hotel is fully equipped with smoke detectors, fire extinguishers and emergency evacuation plans on the door of each guest room. Please review this important information.

IN CASE OF EMERGENCY OR FIRE: Please notify Reception in the event of a fire or other emergency. If the office is unattended, please ring 999 on the free phone by reception.

.

CHANGES & MODIFICATION TO THE HOTEL POLICY / HOUSE RULES: The Cooks Oasis reserves the right to amend, modify, change, cancel, vary or add to these Hotel Policies / House Rules or the arrangements and content featured on our website at any time without prior notice. Please check our website regularly for updates to Hotel Policies / House Rules. Any modification to these Hotel Policies / House Rules that occurs before your departure is considered a part of your reservation agreement with us. A copy of these Hotel Policies / House Rules is located on our website, and available from Reception staff upon request.