Help

Your booking

Where is my confirmation?

We email your confirmation as soon as your booking is confirmed. It has your confirmation code and a link to your voucher. If it hasn’t arrived, check your spam or junk folder.

You can also open My bookings and sign in with the email address you booked with. Every booking made with that address is listed there.

How do I get my voucher?

Follow the link in your confirmation email, or open the booking from My bookings. The voucher has a “Print / Save voucher” button, and shows the property’s address and phone number.

What do I need at check-in?

Bring photo ID that matches the name on the booking. The property’s check-in and check-out times are on its page and on your voucher.

Why do you ask for children’s ages?

Each property sets its own child policy, so ages decide which rooms fit your group and what the stay costs. Infants may stay free, but they still count toward a room’s maximum number of guests.

Changing or cancelling

Can I change my dates, room or guests?

Yes, from your voucher, while your booking can still be cancelled free of charge. You see the new total before you confirm.

• Nights you have already booked keep their price. Nights you add are charged at the price on the day you make the change.
• Until your stay starts you can move to another room type or rate at the same property. Every night is then charged at the price on that day, and the new rate’s cancellation terms apply.
• If the changed stay costs more than you paid online, you pay the difference at the property. If it costs less, BAJ refunds the difference to your original payment method.
• Non-refundable rates cannot be changed online. After the free cancellation deadline, ask the property; it can change the booking for you if it agrees.

Can I change the name, email or phone number on a booking?

Yes. Open your voucher and use “Change guest details”, any time before your stay ends. Your stay and the price stay the same. We email the new details to you and tell the property. If the email address changes, the old address is told as well.

How do I cancel?

Open your voucher and use “Cancel this booking”. It shows any fee and the refund before you cancel. The cancellation terms for your rate were shown before you booked and are on your voucher.

Bookings cannot be cancelled online once the property’s check-in time on your arrival day has passed.

When will I get my refund?

Refunds go back to the original payment method. Banks can take 5–10 business days to show a refund. We email you when a refund has been sent.

Prices and payment

What does the price include?

Each rate says whether taxes are included. The total for your stay is shown before you pay and on your voucher. The property may charge you directly for extras you use during your stay, such as meals not included in your rate.

How can I pay?

The ways to pay for a stay are shown at checkout, before you confirm. Card payments are processed by our payment providers; we do not see or store your full card details.

The room I chose is no longer available. What happened?

When you choose a room we hold it for a short time while you pay. If payment isn’t completed before the hold ends, the room goes back on sale and you are not charged. Search again to see what is available now.

Reviews

How do I review a property?

Open the property’s page, go to “Guest reviews” and sign in. Choose a rating, write about your own experience and pick the name to show with it. Your email address is never shown.

Why can’t I see my review yet?

We check every review before it appears, and email you when yours is published. A review that includes personal details, offensive language or advertising is not published.

What does “Stayed with BAJ” mean?

The reviewer had a finished stay at that property booked through BAJ with the same account. Reviews without the label come from signed-in customers who did not.

Can the property answer?

Yes. A property can reply publicly under a review. It cannot change or remove one.

Your account

Do I need a password?

No. Enter your email address on the sign-in page and we email you a link. The link works once and expires after 30 minutes.

Do I need an account to book?

No. You can book without signing in. Signing in fills in your details at checkout and keeps your bookings in one place.

How do I change my name, phone number or email address?

Sign in and open My details. To change the email address you sign in with, enter the new one there. We email it a link, and the change happens when you open that link on the device where you are signed in.

Bookings you have already made keep the email address they were booked with. You can change that on each booking’s voucher.

How do I delete my account?

Sign in, open My details and use “Delete account”. This removes your account, the name and phone number saved in it, and any reviews you have written. Your bookings are not cancelled, and we keep booking records for as long as the law requires.

Contact us

Email support@baj.co.nz and include your confirmation code so we can find your booking quickly.

For questions about the room, facilities or arrival, the property can usually answer fastest. Its phone number is on your voucher.

If something is wrong during your stay, tell the property straight away and email us, so we can try to put it right.

Do you own or manage a property?

List your property on BAJ, or email partners@baj.co.nz.