FAQS
Your questions, answered
Everything you need to know before you arrive. Can’t see your question? Just ask.
01
Booking and payment
How do I book?
Choose Book Now to check availability and book online, or send us an enquiry and your host will reply personally.
Is it cheaper to book direct?
Yes. Booking direct with Astris avoids platform fees, so our best available rate is always on astris.co.nz – along with the full Astris welcome.
When is payment taken?
There’s no deposit – full payment is taken when you book. You can cancel for a full refund up to 14 days before your stay.
Is there a security deposit?
No – there’s no security bond, unless one is stated on the home’s listing.
What is your cancellation policy?
A full refund if you cancel 14 days or more before arrival, and a 50% refund if you cancel 7–13 days before arrival. See our Cancellation Policy for full details.
02
Arrival and your stay
What are the check-in and check-out times?
Check-in is from 3pm and check-out is by 10am. Early arrivals and late departures can often be arranged – just ask.
How do I get the keys?
Our homes have self check-in, so you can arrive whenever suits. Your host is available to welcome you in person on request.
Is Wi-Fi available?
Yes, our homes have Wi-Fi.
What’s provided?
Fresh linen and towels, body wash, shampoo and conditioner, and kitchen basics. Luxury Collection homes add robes and natural bath products.
Are pets or children welcome?
Children are very welcome, and pet, cot and high chair details are specific to each home – you’ll find them on the home’s page. The Star Yard, for example, has a cot, high chair and outdoor play area, and doesn’t allow pets.
Is there EV charging?
EV charging is specific to each home – check its page. Lake Tekapo also has public EV charging.
03
Getting here and around
How far is Lake Tekapo from Christchurch and Queenstown?
Lake Tekapo is about three hours’ drive from both Christchurch and Queenstown.
Do I need a car?
A car is the easiest way to explore the Mackenzie. If you’d rather not drive, we can arrange private transfers and guided days.
Is winter driving safe – do I need snow chains?
Roads in the Mackenzie can have snow and ice between June and September, particularly over Burkes Pass and the Lindis Pass. Carry chains when advised, drive to the conditions and check NZTA road updates before you travel.
Can you arrange transfers?
Yes – private transfers from Christchurch or Queenstown, and helicopter charters.
04
Hosting and experiences
How do I arrange experiences?
Tell us what you’d love in your pre-arrival questionnaire or enquiry, and we’ll curate and confirm everything before you arrive.
How far ahead should I book?
At least two weeks before arrival; earlier for summer, lupin season and school holidays.
Can I book experiences without staying with you?
Yes – anyone can book our experiences, catering and wellness services, whether or not you’re staying with us.
05
The Mackenzie
When is the best time to visit?
Every season has its own magic – see our guide to the Mackenzie through the seasons on the Explore page.
Should I stay in Tekapo or Twizel?
Tekapo for lake views, the Dark Sky Project and village restaurants; Twizel for peace and quicker access to Aoraki/Mt Cook.
