FAQ's - Your Questions Answered

Holiday Home Guests

Q.Why should I rent through Bachcare?

A.Guests book directly with us time and time again as we have a unique collection of over 2,300 handpicked holiday homes throughout New Zealand, to suit every budget. We’ve been trusted to fully manage holiday homes since 2003, and during that time We’ve grown to become the largest holiday home management company in New Zealand and Asia Pacific. And we’re super proud of the fact we’re locally grown!

We contract to professional service providers around the country to make sure your chosen holiday home is prepared for your arrival, and we have a wonderful guest team on call at our Auckland based Support Office throughout your stay. Booking through us is a stress-free way to find your happy place. It’s no wonder we help over 150,000 guests have a truly memorable kiwi holiday every year.

Q.How can I pay for my chosen holiday home?

A.You can book with us directly online through the Bachcare website using your Visa or Mastercard. Here you’ll see the choice to pay the accommodation cost in full, or to pay a deposit at the time of booking, and the remaining payment to be processed closer to the time of your holiday. (See terms and conditions for the exact timing of the final payment).

You’re safe with us - the Bachcare website is fully secure and encrypted, so your private information and credit card details are safe when you book. Bachcare does not store any of your credit card details. All monies received are held in a Bachcare Trust account with a major NZ bank.

Q.Do I pay a bond?

A.Occasionally we may ask for a bond for your stay, but we'll inform you if that is the case.

Q.Who cleans the holiday home?

A.We engage with over a hundred professional service providers around the country who will make sure the holiday home is ready for your arrival.

During the booking process you may have noticed that you pre-paid for a clean at the end of your stay. All we ask is that you leave the property tidy, and our local contractor will come in after you leave to undertake this clean. If something unexpected happens during your stay and the property needs extra cleaning over and above the prepaid amount (it doesn’t happen often!), we’ll be in touch to arrange for payment!

Q.Do we need to bring our own linen?

A.No you don’t, a full linen package is provided and added onto every Bachcare booking for an additional fee. Our linen service will provide all sheets, pillowcases, towels, bath mats and tea towels for your stay. We’ll also make up the beds for you prior to arrival and strip them down after your departure. Pillows and duvets are also provided at the property. To help maintain better hygiene practices, we don’t allow guests to bring their own linen.

Q.More information about the Bachcare service fee

A. What is a service fee?
In today’s holiday home rental marketplace, guests expect a higher level of service and support. To provide this, it’s now common practice globally to charge a service fee, which is a small proportion of the holiday home rental cost. Our service fee helps to support our 7 day a week, local customer support team and investment in products that make your experience as a guest better. Helping you have an amazing holiday away is why we all go to work in the morning, so naturally the guest experience is the most important part of what we do.
How is the service fee calculated?
The Bachcare service fee is calculated as a proportion of the final rental cost of your booking. You’ll be glad to know that our service fee remains one of the best value among major holiday home rental companies internationally. Your service fee will be calculated and paid at the time of your booking as an add-on to the final rental cost.
the service fee refundable?
If for any reason your chosen holiday home becomes unavailable during the dates you wish to book and a refund is processed as a result, you will receive a full refund of the service fee.

If you choose to cancel your booking for any reason, the service fee is not refundable.

Q. How do I find a pet friendly property?

A.You can find a pet friendly property by using our advanced search filter, and then selecting the ‘Pet Friendly’ tick box. This will show you holiday homes that allow your pets to stay indoors. Properties are also clearly labeled on their listings if they allow pets.

Q.I need further help with my booking?

A.No problem, we’re here to help! Our friendly Auckland based support team can be contacted via phone on 0800 42 22 42 or by email at enquiries@bachcare.co.nz

Q.Is Bachcare legitimate?

A. Yes! Bachcare is legitimate. We were founded in the Coromandel in 2003 and remain a proud, locally run company that loves to share the Kiwi bach experience with New Zealanders and visitors alike. We were nominated at the 2020 and 2021 Westpac Business awards for excellence in marketing and customer service delivery. Let us help you find your happy place!

Holiday Home Owners

Q.Why should I join Bachcare?

A.Discover the new way to rent your holiday home! Bachcare provides a secure and effortless path to holiday home rental returns. Whether you are renting to maximise your income, or just want to earn a bit of extra cash to cover expenses, you deserve to get the best return possible from your property. Our centralised support office, state of the art systems and on-the-ground service provide the best outcome for your needs. Let us take care of the details!

Q.What is the Bachcare difference?

A.Bachcare is on hand for you, 364 days a year. Our reservations experts take every one of your bookings, handle payments and secure guest contracts. you’ll even receive notification emails for all your bookings. Locally based Managed Services Providers are there to care for and maintain your property when you aren’t there, providing you with services such as maintenance, storm checks, or taking deliveries. They’re also on hand to clean your property and check it over once guests check out.

Q.Who cleans the home after the guests leave and what do I pay?

A.A locally based service provider contracting to Bachcare prepares your property for the guests’ arrival, and cleans the property after they leave. If any extra cleaning over and above what the guests have paid for is required, they take care of this and Bachcare pursues additional payment from the guests.

Managed Services

Q.My company would love to contract to Bachcare. What is involved?

A.We contract to over 100 providers in local areas nationwide and would love to talk to you if you’re interested in becoming a service provider to help us deliver a world class experience! (Especially if you have a cleaning company). Please reach out to us at managedservices@bachcare.co.nz and let us know what area you’re in – we’d love to have a chat.

Get in touch

Our live Customer Support is available to assist you - 7 days a per week, 364 days per year!


22 Centre Street, Auckland CBD
Auckland 1010
New Zealand


Fax: +64 9 307 3350

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