Pacific Resort Hotel Group Payment and Cancellation Policy

Payment and Cancellation Policy

Travel Flexibility 

If your travel plans are impacted by COVID-19 either by Government border restrictions or ill health resulting from COVID-19 (medical certificate essential), we have made it easy to make changes.


If your booking was made via a third party or travel agent, contact them initially and they will be able to offer support based on their individual policies, as well as the conditions of your booking.

FOR ALL DIRECT BOOKINGS (made via Pacific Resort Hotel group website or reservations phone/email):

Cancellations affected by COVID-19 Travel Restrictions

  • Free cancellations or date changes. No cancellation or amendment fees will apply if you are impacted by border closures or proof of COVID-19 infection.
  • We will process any refunds within five working days of receiving your request to cancel. Please note credit card refunds can take up to 14 days to reach you, depending on your bank.

Cancellations not affected by COVID-19 Travel restrictions

  • Our standard cancellation policies apply for any bookings not impacted by COVID-19 border restrictions or proof of COVID-19 infection. i.e. if you choose to not travel for your own reasons other than a border closure, the standard policy applies from 31 days. We recommend you purchase travel insurance for all other unforeseen circumstances that may result in cancellation or any other claim.
  • Our standard cancellation policy applies to all new bookings if cancelling within 31 days of arrival as you are unable travel due to Cook Islands entry and vaccination requirements.

Deposit/ Final Payment Policies: 

To fully secure your reservation, we require a full two-night deposit within 48 hours of your booking being confirmed. Note: if your deposit is not received within 48 hours, Pacific Resort Hotel group reserves the right to release your booking(s) from our reservation system.

Final Payment is required 14 days prior to your arrival at the resort. Your full remaining balance will be processed automatically when due, using the credit card details provided on file.

Note: Bookings travelling within 14 days is required to pay the full amount at the time of booking.

Standard Cancellation/ Amendment Policies:

Every amendment and cancellation affects us significantly therefore we strongly adhere to our Cancellation and Amendment policies. If you are cancelling or amending your dates:

31 days prior to arrival:            No fee applies
15 to 30 days prior to arrival:  25% of total accommodation
8 to 14 days prior to arrival:    50% of total accommodation
1 to 7 days prior to arrival:       75% of total accommodation
Day of arrival/ No show:        100% of total booking including transfers

Note: these charges apply for each room booked.

Cancellations/ Changes to bookings made by the Resort: 

Whilst we endeavour to provide all facilities advertised we will not be liable for compensation in the event we are forced to provide limited services, cancel or change your booking in any way. This would be as a result of situations outside our control which we could not foresee or avoid such as pandemics, civil strife, industrial disputes, natural disasters, war, terrorist activities, flood or fire. Thank you in advance for your understanding.

Travel Insurance Recommendation: 

We strongly recommend that you purchase adequate Travel Insurance. This will protect you against unforeseen advents, including but not limited to cancellation and/ or curtailment of travel due to natural disasters such as cyclones or similar events.