FAQ's

How early can I check-in?

You can check in from 15:00 (3pm) on the day of your arrival. We are happy to take note of any requests for early check-in and will do our best to accommodate them.

If the room is ready before 3pm, you may check in earlier, but this is subject to availability and will be confirmed via text message on the day of your arrival.

At what time do I have to check out?

You can access your room until noon (12pm) on the day you leave.

‍Early check-in or late check out request

We are happy to note an early check-in request against your booking. If the room is ready before 15:00 (3pm), you may check in earlier, but this is subject to availability and will be confirmed via text message on the day of your arrival.

Please be aware that there may be an additional charge for an early check-in. However, there are no additional charges if you have booked your stay directly on our website, and we can accommodate your request.

If you wish to check out later than 12pm, please let us know, and we will do our best to accommodate you. It’s free and subject to availability.

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What is included in the rate?

The rate includes access to the villa booked, French breakfast that is replenished daily, and late check-out at 12pm.

Tax (GST) is also included. Once your reservation has been made, you will receive a confirmation email outlining the details and terms and conditions of your booking.

Can I bring our pet to the Villa?

No.
We love our furry babies too, however, pets are not allowed on our premises.
We reserve the right to charge a fine if you do not follow this rule.‍

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Can I smoke in the Villa?

No, we are 100% non-smoking.

We reserve the right to charge a fine if you do not follow this rule.

Can I add an extra person for an additional cost?

No, the rooms are designed for two people only.

What is the minimum stay at the Villa?

Please note that we have a minimum stay requirement of 2 (two) nights.

The minimum stay required for Christmas, New Year, and public holidays is 3 (three) nights.

What is your cancellation policy?

Cancellation

For bookings made through a Third-Party, refer to the cancellation policy in their terms and conditions for information on refunds. For bookings made through the Owner or if the Third-Party does not explicitly address cancellation, the following cancellation policy applies:

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Base policy: 15-day cancellation windows

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(a) Travelers who cancel 15 days or more before 6:00 PM NZST on the day of check-in are charged no fee.
(b) Travelers who cancel between 14 and 7 days before 6:00 PM NZST on the day of check-in are charged 50% of the booking amount.
(c) Travelers who cancel less than 7 days before 6:00 PM NZST on the day of check-in (including no-shows) are charged 100% of the booking amount.‍

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If, for any reason, the Property becomes uninhabitable before the commencement of the booking, resulting in a cancellation, then the Owner will refund to You all monies paid in full. If You booked through a Third-Party, then their refund policies will apply. The Owner shall apply if that Third-Party does not have a refund policy. ‍

If the Property becomes uninhabitable during the rental period, the Owner will cancel the remainder of the booking and refund the rental amount (pro rata for the nights not stayed). If You booked through a Third-Party, then their policy will apply. ‍If You depart early or fail to show up for a booking, You will not be entitled to a refund.‍

Do you partner with any companies on the island?

We partner with only the best providers in Waiheke. Find below what we can offer you:

Car rental‍

WIM Rental Car | Go Rentals

Weddings‍

We have a partnership with the best wedding planner in the region, and you can find more information here:

Website | michelle@waihekeislandweddingsandevents.com

Also, at Indigo Waiheke, Omana guests can get a 10% discount.

For an unforgettable wedding celebration, we recommend the services of Francieli McWilliams, a dedicated wedding celebrant who will guide you through your special day.

Instagram | Website

What is your health and safety prodecure?

You can view our health and safety procedure here

Are children allowed at Omana?

Omana is designed as a serene retreat specifically for couples. Our villas are crafted to provide a peaceful and intimate environment, ideal for reconnecting and recharging. As such, our accommodations are not planned for children. When our own children were young, we longed for a place just for the two of us to escape and unwind, which led to the creation of Omana - you can read more about our story here.

Is it possible to have a vegan/gluten free option for the French breakfast?

Yes, please let us know your food restrictions at the time of the booking. The email address is: omana@omana.nz

Why book directly with Omana?

Booking directly with Omana ensures that you get the best available rates for your stay. We prioritise our website and offer exclusive discounts and promotions to our direct customers.

Plus, booking directly with us gives you access to our knowledgeable and helpful customer service team, who can assist you with any questions or concerns during your booking process and stay.

I accidently booked the wrong dates. How can I make an amendment?

You can modify or cancel your reservation, without charge, up to a month before your arrival. Please contact us via email at omana@omana.nz or + 64 21 29 74214 or +64 21 811707 to change your booking.

Can I get a refund for my bookings on non-exchangeable/non-refundable reservations?

If you need to change your reservation, you can do so up to a month before your scheduled arrival. There will be no charge for modifying or cancelling your booking. To amend your booking, please email us at omana@omana.nz or call +64 21 02974214 or +64 21 811707.

The last payment for your reservation is required 14 days before your stay begins. If your stay starts before that time, payment is due upon booking.

How can I confirm my reservation?

Once you have entered your details and credit card number, and clicked "Confirm," your reservation is confirmed. You will see a reservation number on the screen, and a confirmation email will be sent to the email address you provided during the booking process. It's important to check your inbox or junk mail folder for this email.

If you experience any issues whilst making your booking, please contact omana@omana.nz

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Is my data and credit card secured?

Yes. Omana's website has an SSL security certificate. No one will be able to access your credit card details, which will remain protected.

How do I get to the private beach on Waiheke Island?

Omana guests have access to Woodside Bay private beach, and car transportation is the most convenient way to get there. First, go back to the end of the driveway by the dirt road, turn right into Gordons Road and drive for about 1 km, then turn right into Woodside Road to see the beach area in front of you.

On foot, it takes 10 minutes to go down a bushwalk path that follows the fence line to the left of the villas.

How do I check in and check out?

We offer two check-in options:

- Self-check-in for your privacy and convenience.
- Personalised welcome by one of our managers.

If you would like to be greeted, please schedule your check-in time between 3pm and 6pm. If you prefer self-check-in convenience, please let us know, and we will respect your privacy. Our villas offer keyless electronic entry. To access your villa, use the exclusive PIN code that will be emailed to you on the morning of your arrival.

There's no need to check out online as everything will already be handled for you.‍

Assistance during your stay: While we do not have a traditional reception desk at Omana, our friendly team is always ready to assist. After your initial point of contact, should you require any further assistance, please don't hesitate to reach us via cellphone:

- Kim or Mathias: +64 21 029 74214
- Silmara: +64 21 811 707

Do you have a reception desk?

Assistance during your stay: While we do not have a traditional reception desk at Omana, our friendly team is always ready to assist. Please don't hesitate to reach us:

- Kim or Mathias: +64 21 029 74214
- Silmara: +64 21 811 707
- Email kim@omana.nz‍

If you opt for a personalised check-in, instead of a self-check-in, our managers are ready to welcome you upon arrival between 3pm and 6pm.

How do I get from Auckland International Airport to Omana?

We offer a seamless and luxurious transfer experience through our partnership with Auckland & Beyond Tours. Upon your arrival at Auckland International Airport, you’ll be greeted by a professional chauffeur holding a personalized sign. They’ll assist with your luggage and take you directly to the Quay Street ferry terminal in a premium vehicle.

From there, it’s a 40-minute ferry ride to Matiatia Terminal on Waiheke Island. Once you arrive, our private driver will meet you at the terminal and take you to Omana, ensuring a comfortable and stress-free journey from start to finish.

This exclusive service offers convenience, punctuality, and luxury, making your transfer a truly premium experience.

Please contact us if you'd like to book this service or need further information!

To learn more about the car and passenger ferries, as well as helicopter transfers from Auckland, please click here.

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