Contact us

Our team are available 24/7 via 0800 50 80 25.

Checkout Process

Checkout is 10:00am, unless otherwise arranged. Please leave your apartment keys in your room. If you’d like to store your luggage, please contact Customer Service on 0800 50 80 25 and they will direct you to either Boulcott Suites or Astelia Apartment Hotel depending upon the time of day and which reception is open.

Non-Smoking Policy

All apartments are non-smoking. For the comfort of all guests, we ask that smokers use the balconies and outdoor areas in each location. Ashtrays are supplied to smoke on the patio. Please refrain from smoking inside; otherwise additional cleaning fees may apply.

Rubbish

Rubbish is removed during your apartment’s weekly service if you are staying with us for a longer period.

Any excess rubbish can be taken to our rubbish bins outside apartments 7 and 19.

Quiet Time

Please note we have a quiet time policy from 10pm nightly across all of our properties. Should you be disturbed in any way, please contact our 24 hour Duty Manager on 0800 50 80 25.

Payment

Payment for your accommodation is taken in advance of your arrival. Should you wish to extend your booking (subject to availability), please contact our reservations team to assist and arrange additional payment on reservations@villagegroup.co.nz or 0800 50 80 25.

Visitors

In the interest of security please do not open the door to any persons unknown to yourself. Please note that all visitors must vacate the property by 10:00pm.

Housekeeping

Additional toilet rolls can be found in the bathroom vanity unit. For additional sheets, blankets, pillowcases and towels please contact Customer Services.

Your room will receive a weekly housekeeping service. Please reach out to Customer Service to confirm your service day or to arrange additional servicing for an extra fee.

Maintenance

The maintenance and presentation of your accommodation is important to us. Please call Customer Service if there are any items you notice that need attention.

Heating & Cooling

All apartments are equipped with a heater. Please help us reduce our power usage by turning these off when not in use. If you require additional heating options, ceramic portable heaters and extra blankets are available on request. Cooling fans are available in your apartment’s wardrobe.

Pillow Menu

If you would like a different pillow for your stay, please see the Pillow Menu located on the back of the Do Not Disturb sign. Contact Customer Service to have a new pillow delivered.

Ironing & Laundry

Your apartment is equipped with its own washing machine, dryer, ironing board and iron. Drying racks and soaking buckets are available. Please contact Customer Service, and we’ll have one delivered to your room.

Children’s Amenities

We can provide porta cots, highchairs, baby gates and a baby bath subject to availability. Please contact Customer Service for assistance or for a list of recommended playgrounds in the nearby area.

Locked Out?

If you get locked out of your apartment, please contact Customer Service and we will arrange for you to collect another key.

Lost & Found

If you have lost or found any property, please contact Customer Service.

Forgot Something?

We all occasionally forget to bring along our essential items, such as toothpaste. Please contact for a list of our items available.

In Room Health Kits

Health kits are provided in all rooms. These contain disinfecting wipes, face masks, emergency blankets and a light stick for emergency situations.

In case of an emergency, please call 111 for police, ambulance or fire service assistance.

No Parties

Please note that this property has a strict no parties policy in place. Anyone not adhering to these rules could face a fine/and or eviction.

Security

There are regular nightly patrols at Willis Village by our Vault Security Team.

Oven

Please refer to the oven manual supplied for cooking instructions

Kitchen Equipment

Your kitchen contains a fridge, dishwashing machine and oven, along with basic cooking equipment, crockery and utensils. If you require any additional equipment, please reach out to Customer Service to assist on 0800 50 80 25

Dishwasher

All rooms and apartments have a dishwasher. This is operated by pushing the power button, then choosing the programme for your wash cycle. The dishwashing powder can either be sprinkled into the bottom of the washer, or put in the powder holder on the front of the draw.

Smart TV

To use the streaming services on your smart TV please log in to your own account.