FAQ

What facilities are available at the hut/lodge I have booked?

See the page for the hut or lodge you have booked, the facilities are listed (link to hut booking page)

What do I do with rubbish?

Remove your rubbish, pack in, pack out, there are no rubbish collections or recycling at our huts and lodges.

What if I can’t use my booking?

See our Refund Policy table below

Can I book a room for myself, my group?

No, our huts and lodges do not have bookable rooms, they are first in, first served for beds.

I can’t book a date for my hut stay, what do I do?

If it is book a bunk by date hut all or some of the bunks must be taken. On the hut calendar the number in blue is the number of bunks available to book. If there is no blue indicator with a number, there are no bunks available.
A message in red will show saying for example 4 spaces requested, only 2 available. This means on the date you are booking only 2 beds are available. You will need to either reduce the booking to 2 or change the date.
Not all NZAC huts are bookable by date/bunk – you are purchasing a hut ticket, not a bed. If there is no calendar on the hut page you want to stay at, the hut is first in, first served. We do not have visibility over how many people are going to be there while you are. Be prepared to either turn back or have a bed roll/mat to sleep on the floor if there is room to do so. Refunds are not given if you do not get a bed.

Can I book the whole hut?

Group bookings for the whole hut are to be at the discretion of NZAC. Weekends are for members only group bookings.

Contact national office [email protected] if you have a group question.

I need to change my booking; how do I do this?

You will be able to reschedule the dates booked to a new date. Click either all or the members of the booking you want to change. Click Reschedule, either enter the new start date or click on the calendar icon. Once your new dates are selected, click Reschedule Booking. If you want to change the number of days or cancel the booking (check the Club refund policy), send an email to [email protected].

Your updated booking will show underneath your booking with the original dates and when you have rescheduled to.

If you want to add a note to your booking this is separate to the date reschedule, if you change dates and add a note and click add note, only the note will be actioned. To action a date change you must click Reschedule Booking.

I haven’t received the door code.

You can find the door code in your account, if you login, go to My Account, go to the Reservations Tab and the door code for you booking/s will show, listed by the booking start date. If the door code changes during your stay there will be multiple door codes for your stay.

My booking says I need to check the door code before I go. Do I have to?

I have left something at the hut, lodge how do I get it back?

Our huts and lodges are looked after via volunteers. Some huts have wardens during summer months. We will endeavour to contact wardens or a volunteer but cannot guarantee how long this will take. NZAC has no liability for gear that is left behind and is not located.

During my stay I discovered something wasn’t working, what do I do?

Let the office know [email protected] or 03 3777 595 during office hours. The office is not open during weekends or evenings.

Do I need to show a booking at the hut or lodge I have booked?

Not all our huts and lodges have permanent wardens, but there are often spot checks so please take your booking with you. If you are a member have your membership card with you.

Lockable huts have the door code in you Reservations tab in your account, you need to login to see your account.

I can’t find my booking; how do I get a copy or see what I have ordered?

In your user profile, once logged in, on the ribbon select Orders, all your orders placed will show in here. Click on the order number to view complete order.

Bookings are not valid until payment is received in full.

I have turned up at a hut or lodge and there is a warden asking for my booking, but I don’t have one. What do I do?

If there is room at the hut or lodge for the night/s you want to stay you can book online or with the warden. The warden can accept cash, but it is preferable you book and pay online.

Homer Hut has special member only periods, please check these online via the Homer Hut page before you go.

The warden has checked my membership, and it has expired, what do I do?

To receive membership rates, you will need to renew your membership online.

I turned up to Homer Hut and was turned away, why?

Homer Hut has a member only period during the busy season over summer. Wardens are onsite and check bookings and membership status.

I made a booking through DOC what do I do if I need to cancel or change my booking?

NZAC Huts booked via the DOC website are managed by DOC policies and procedures. Check the details via their website here. DOC are to only be contacted re any changes, refunds, cancellations for huts booked on their booking system.

How do I become a member?

Via our website here

What are some of the benefits to being a member?

We have some of the great benefits to being a member here on our website.

I didn’t get a membership card; do I need one?

You can download your membership card from your member profile if you don’t want a plastic one. Just log in to your member account from our website and click Download card.

Member benefit providers will need proof of membership, the downloadable card can be kept on your phone for easy access.

I want to go on a Basic Snowcraft course, but I can’t see it on your Courses page.

Basic Snowcraft and Avalanche Awareness courses are run by our sections. Contact your section for more information. There is a Section page on our website under Community if you need to find who to contact.

Click here for the Section page.

REFUND POLICY

Policy General Bookings	The NZAC may refund, modify or change bookings where: NZAC Huts booked via the DOC website are managed by DOC policies and procedures you can view them here. DOC are to only be contacted re any changes, refunds, cancellations for huts booked on their website only. Booking refunds will only be made to the person who made the original booking. Where a person leaves early no refund or transfer of unused days booked will be automatically given. Refunds will not be given for first in, first served huts that are full when you arrive. To obtain a refund you must have contacted national office 48 hours prior to your booking [email protected]. No shows will not be given a refund if no communication has been received within 48 hours of the arrival date. The office is not open on weekends, but please still email the office if you have cancelled or changed your plans and are wanting a refund. NZAC is not responsible for errors made in bookings made via our website. Refunds will be processed at the time of notification. Credits cannot be held or applied to another booking. Cancellation fees are non-negotiable. work out what the fee is. List huts ie small huts under $10 no fee. All dates and times are in NZST/NZDT. Refunds will be made back to the credit card used to make the booking and can take up to five days to appear on the card.
Policy Group Bookings – schools, instruction, sections	The NZAC may modify or cancel bookings where: The group booking maker contacts the NZAC via email [email protected] up to 72 hours before the arrival date, there are no cancellation fees. With 48 hours’ notice there will be a 50% fee, inside 48 hours, there will be a 100% fee applied. NZAC instruction, courses, trips, meets have priority on weekends. See individual huts for specific policies. Non NZAC courses, trips, meets, instruction can book during weekdays only. Door access must be confirmed by the group booking prior to the start date during the work week. The office email and phones are not covered over weekends. Group bookings will be invoiced at the completion of the booking. NZAC reserves the right to invoice prior to the start date if necessary. Speculative or weather contingency group bookings are not permitted. Group discounts are available to pre-approved organisations. Discounts will not be retrospectively applied.
Policy Cancellations due to weather or similar	Where bad weather, or similar, that affects, but does not close or limit access to the hut/lodge you may wish to: a. Proceed with your booking, or b. Transfer your booking to a later date, if alternative dates have availability Where NZAC closes a facility due to (but not exclusive to) storms, flooding, geological activity, fire, pandemic or orange or red weather watch warnings for the area of the hut/lodge, the booking holder can request within 7 days: a. A full refund of the fee for the unused nights b. A date transfer offered if alternative dates are available. c. For bookings already in progress you may be required to leave early. In this case a full refund of the unused nights will be processed. d. No cancellation fees will be applied. If NZAC must reduce space at its huts/lodges for reasons including (but not exclusive to) storms, flooding, geological activity, fire, pandemic, then NZAC will fully refund the most recently made bookings for any affected dates. NZAC will process refunds within 7 days of the event happening. Either onto the booking credit card or NZAC will be in touch for a bank account.
Cancellation Fees	No shows will not be refunded. Cancellations are to be requested via the National Office email [email protected]. Refunds for bookings made via direct transfer will need to supply a bank account number for the refund to be made if confirmed. NZAC is not liable for any exchange rates or bank fees incurred by the booking maker. Weather events or urgent maintenance may mean at times hut users may be unable to access the hut/lodge or start their trip. NZAC will make every effort to let hut users know.

FAQ