What is the Book with Confidence Guarantee?
For bookings made from 7th May 2020
, the Book with Confidence Guarantee is applicable if you are no longer able to travel due to COVID-19 related developments
For example: you become sick with COVID-19 or someone immediately connected to you does and you are forced into self-isolation, or an Alert Level change means travel becomes impossible, or there is a Government mandate for you not to travel in your local area/region or the area you intend to travel to.
In these and other similar cases there will be no charges levied to make changes to your booking dates. We will provide a 12-month credit or full refund (in exceptional circumstances, determined on a case by case basis) with no cancellation or amendment charges added.
In the case of a request for a COVID-19 related amendment on personal grounds, guests may be requested to provide a medical certificate to confirm the medical grounds on which the request is based.
Please be aware that where your request is to amend/cancel a booking that was made prior to 7th May 2020 and/or is not linked to COVID-19 related matters, normal 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
), 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 direct to that organisation in the first instance.
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 COVID-19 related Alert Levels 2 - 4 are in force in New Zealand and will be reassessed at each government authorised Alert Level change 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 under the Book with Confidence Guarantee in the case of direct park bookings.