RealNZ COVID-19 Policy

Here is everything you need to know about COVID-19 and your experience with RealNZ.

At RealNZ we are dedicated to helping you take every opportunity to enjoy the experiences we offer in a safe manner. With this in mind, we have carefully considered how we operate and how we reduce the potential spread of COVID-19.

Our commitment to you

We have intensified daily disinfecting of high-touch points such as handrails, door handles, point-of-sale equipment and countertops. Our routine cleaning and sanitising procedures are completed utilising New Zealand company ‘Hygiene Systems’ and ‘Ecolab’ – a global leader in promoting hygienic environments. We also receive ongoing advice from Ecolab on infection prevention for COVID-19 as it develops.

  • RealNZ has put in place the government-recommended precautions published online at
  • We have implemented increased hygiene measures across our experiences and encourage social distancing where possible to reduce the risk of transmission.
  • All staff are encouraged to be vaccinated against COVID-19, including recommended boosters.
  • We have a dedicated internal COVID-19 team to provide expert guidance and information.

How to protect yourself and others from COVID-19

  • Please stay at home if you are unwell or have any COVID symptoms.
  • Remain at home if you are self-isolating as a confirmed case or a household contact, as per government guidelines.
  • When joining our experiences, you accept that even though we have taken appropriate precautions, you are still at risk of getting COVID-19.
  • Please familiarise yourself with government guidelines about protecting yourself and others from COVID-19 and follow them. See

Terms, Conditions and Cancellation Policy

For the majority of our experiences, we have a flexible 24-hour cancellation policy, allowing guests to cancel or reschedule free of charge up to 24 hours out from travel (for accommodation and overnight cruises, this is 14 days). We ask guests to respect this policy. However, we have put some exceptions in place in response to COVID-19.

If you cannot travel because you are directly impacted by COVID-19, you will be offered the option to reschedule your experience, receive a Gift Card to the value of your trip or a refund. For example, your region enters a lockdown, you have been identified as a close contact of a known COVID-19 case or are awaiting COVID-19 test results.

We are following all government guidelines, which include reducing capacity numbers or stopping operating at short notice, based on changes to the alert levels at a national or regional level. If we cannot cater to your booking, we will contact you and organise for your booking to be rescheduled or refunded.

If you have any questions or concerns, please get in touch with the friendly Contact Centre Team:

Tel: +64 3 249 6000 or 0800 656501 (within NZ)

Email: [email protected]