We understand that the relative uncertainty some continue to feel might have implications for your confidence to book a stay at one of our parks and, with that in mind, we have retained an amended version of the “Book with Confidence Guarantee” applicable to bookings made on www.top10.co.nz and directly with the parks.
What is the Book with Confidence Guarantee?
For bookings made while there is still a Government requirement to self-isolate in the event of testing positive for COVID-19, the Book with Confidence Guarantee may be applicable if you are unable to travel due to certain COVID related developments.
These include you becoming sick with COVID-19 and you are required by current legislation to self-isolate or where a dependant (child) in your guardianship tests positive for COVID and you need to remain at home to care for that dependent child or when there is a Government mandate preventing travel to/from from your local area/region or to/in the area to which you are intending to travel.
In these cases there will be no charges levied to make changes to your booking dates. We will provide a 12-month credit with no cancellation or amendment charges added. In exceptional circumstances, determined on a case-by-case basis, a full refund, less a processing fee, may be offered.
In the case of a request for a COVID-19 related amendment, guests will be required to provide proof of a positive COVID test for either themselves or their dependant. A photograph of a positive RAT will not be accepted as proof of a positive test. Rather the official notification from the Ministry of Health that you receive after logging a positive test result or a medical certificate or doctors’ letter, will be required to confirm the COVID positive status. Proof of a custodial relationship may also be required in the case of a dependant testing positive.
If your request to amend/cancel a booking is not linked to COVID-19 related matters as outlined above, standard T&C’s will apply.
Where you made your booking will determine where and with who you need to request any booking amendment or cancellation.
If the booking was made directly with the park
Over the phone, email or on the park website, you will need to contact the park directly. All park contact details can be found on the TOP 10 Website Contact Page.
If the booking was made via the TOP 10 group website (www.top10.co.nz), please contact TOP 10 on 0800 867 836 for any amendment requests.
If the booking was made via a third party, including online travel agents (i.e. booking.com, Expedia), traditional travel agents or other 3rd parties, then any request for a refund should to be directed to that.
If you’re not sure how you booked, please contact the park directly for assistance.
Any person, whether a TOP 10 Club Member or non-member/regular guest, who makes a booking through www.top10.co.nz or directly with the park in question, is eligible for this guarantee.
This Book with Confidence Guarantee is in place whilst the Government requirement to self-isolate on testing positive remains in place. This guarantee will be reassessed at each government authorised change to this approach or at any other time deemed appropriate by the TOP 10 Holiday Parks Group.
At TOP 10 Head Office we have been providing advice to our park owners on how to respond to the crisis, however our parks are individually owned and operated and therefore they are ultimately responsible for the final decisions on cancellations and refund terms where bookings are made directly with the park. This includes adjudication on requests for changes/cancellations under the Book with Confidence Guarantee in the case of direct park bookings.