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FAQs

Parking Your Car

Will I have a reserved parking area? How will I know where to park?

You will park your car in a designated area of our hotel car park. Entry in and out of the car park is controlled with an access card, which will be issued to you upon arrival. The car park is located very close to hotel reception and well-marked. Of course, if you have any concerns about locating the designated area, our team will be happy to help.

How do I know that my booking has been accepted? 

We will send you an email to confirm that your car park reservation has been accepted. If you have made a reservation, but have not received an email from us within 1 hour, please call +64 9 275 4540. Don’t forget to check your spam folder! 

How much time should I allow to park my car and get to the airport before my flight?

We recommend that you arrive 30 to 40 minutes before your flight check-in time. This will give you enough time to park your car and take the short shuttle ride to the airport.

Do I need to bring anything with me?

To speed things along, we recommend that you bring a printout of your email confirmation and present it to the staff member at Hotel Reception upon arrival. But don’t worry if you don’t have a printer – all of your information is stored on our side, too.

How frequently does the Airpark shuttle leave from the car park?

Our shuttle departs from Hotel Reception every 30 minutes (on the hour and half hour) between 4am and 9pm. Outside of these hours, the shuttle makes trips to Auckland Airport upon request.

After parking my car, how long will it take to get back to the Airpark shuttle waiting area?

Our car park is very close to the Airpark shuttle waiting area, located at Hotel Reception. The car park entry is approximately 30 metres from the waiting area, which should be less than a 3 minute walk for most travellers. 

If my travel plans change, can I modify or cancel my car park reservation? 

You can cancel your reservation by logging into the Manage My Booking area of our website. To change any other details, such as entry or exit dates, please call +64 9 275 4540 or email us.

If I cancel my car park reservation, when will I receive my refund?

Please contact Hotel Reception directly to request your refund, as refunds are not issued through our website. You can expect your refund within 2 working days. 


Collecting Your Car

What happens if my return flight is delayed or cancelled?

We try our best to monitor flight changes and cancellations, but are not always aware of all changes. When possible, we request that you phone Hotel Reception +64 9 275 4540 to notify us if your flight has been delayed or cancelled.

If a flight cancellation or delay causes me to return later than expected, will I need to pay an additional fee?

When you book online, you will pay upfront for the planned dates of your trip. You will receive an Access Card that will be programmed with this information, allowing you to exit the car park after your trip. If a flight change has delayed your return, you may need to pay a balance. Please stop by Hotel Reception to settle your balance so that you will be able to exit the car park without delay.

How do I request a pick up?

After you have collected your luggage, you may phone the shuttle driver 0800 404 204 to request a pickup. Alternately, you can proceed to the i-Site office in the Domestic or International Terminal and use the courtesy phone to call the driver. After you have requested a pickup, proceed to the Airpark shuttle waiting areas and watch for your shuttle (marked ‘Heartland Hotel’ shuttle).

Where are the Airpark shuttle waiting areas located?

There are 2 waiting areas at Auckland Airport:

  • Domestic flights - both Air New Zealand and Jetstar: the shuttle stop is outside of Door 7
  • For international arrivals: the shuttle stop is located outside of Door 11 towards the right
How long will I have to wait for the Airpark shuttle to pick me up?

You can expect a pick up within 15 minutes. Then it’s just a short drive back to the car park to collect your vehicle.

Other Questions

Are there restrictions of the type of vehicle I can park?

Your car must be able to fit into a standard car space. Vehicles that cannot fit into a standard space, such as a large truck or motorhome, will not be able to use Airpark. 

Who can I contact if I have other questions?

If you have any questions or concerns, you may call +64 9 275 4540 or email us.