To cancel a booking


Cancellations MUST be made to the Administration Officer, by 8pm, a minimum of FOUR FULL DAYS ahead of the booking dates (i.e. by 8pm Monday night for a booking commencing on Friday night) in order to be entitled to a full credit / refund.

The only exception to this is when a guest / special member weekend / school holiday booking has been confirmed and paid for as detailed above (in which case no refund is due).

This cancellation policy allows the Administration Officer to reallocate those places to members or Guests on the waiting list and to place a correct catering order.

Cancellation charge

Cancellations that are not made within the cancelation period will result in a cancellation charge.  The cancellation charge is 50% of the booking fee that would otherwise have been payable or 100% in the situation of guests / special members as detailed above.

By way of example, if you are booked for Friday and Saturday nights at a lodge, you must cancel your booking before 8pm on the preceding Monday night if you do not want to incur the cancellation charge.  To cancel a booking you must email the Administration Officer, or leave a phone message on the 0800 answer phone.

Members who fail to cancel bookings, or who use only part of the period booked without informing the Administration Officer in advance, will normally be liable for the full bunk fees for the full period booked.

The Administration Officer has some discretion around the reasons of cancellation.

Road closure

If the road(s) is closed and Members or Guests cannot depart (only on Sunday to Thursday, or part thereof), then only 50% of the booking fee is to be paid for those additional nights affected.  Serac incurs costs to administer and run the lodges.  For cancellation requests, refer “Cancellations” above.

If the Bruce Road is closed and members on-route to Whakapapa are unable to get to that lodge – then, there is an option to go to the Ohakune lodge and, if necessary, sleep in the lounge (or bunks if there is space) for that night only. The trip leader at Ohakune must be advised first so that due consideration can be given to lodge health and safety issues. The Ohakune trip leader has the final say on this.