Our Commitment
At Fiordland Eco-Retreat, we believe that every guest deserves to feel genuinely welcomed, respected and valued.
Our approach to hospitality is grounded in manaakitanga (hospitality) – showing care, respect and generosity towards others. We welcome guests from diverse backgrounds, and treat everyone with dignity and respect, regardless of gender identity or expression, sexual orientation, culture, ethnicity, nationality, faith, or ability. Our Eco-Villa accommodation is adults-only, with a minimum guest age of 18.
Our aim is to create an environment that feels calm, safe, and attentive, where kindness is the standard and everyone can fully relax and enjoy their stay.
This commitment applies to our interactions with guests, staff, contractors, suppliers, business partners and other people we work with.
Respectful Interactions
We treat guests with dignity, courtesy and professionalism. This includes:
- Using guests’ names and pronouns as provided by individuals.
- Respecting personal privacy, dignity and boundaries.
- Listening attentively and responding with empathy.
- Communicating clearly, respectfully and without assumptions.
- Treating people equitably and without discrimination.
- Being mindful that individual needs, preferences and cultural practices may differ.
We expect the same standard of respectful behaviour from everyone staying at or interacting with Fiordland Eco-Retreat.
Cultural Awareness
We warmly welcome guests from different cultures and backgrounds and recognise the value that diverse perspectives bring to travel and hospitality.
We seek to:
- Respect the cultural significance of the land and environment in which we operate.
- Remain open and responsive to reasonable cultural practices, observances and needs.
- Communicate clearly and respectfully with guests for whom English is not a first language.
- Avoid assumptions about people’s backgrounds, beliefs, customs or preferences.
- Continue developing our understanding of Aotearoa New Zealand’s cultural context and our responsibilities as a tourism business.
Accessibility & Guest Support
We are committed to providing clear and honest information about accessibility so that guests can make informed decisions about whether our accommodation is suitable for their needs.
We recognise that accessibility needs vary and may include physical, sensory, cognitive or other considerations. Where appropriate, we encourage guests to discuss their requirements with us before arrival so that we can provide relevant information and support with care and discretion.
Our accommodation has physical and design limitations that mean we cannot provide fully accessible accommodation. We therefore endeavour to provide clear and useful information about our accommodation, access, layout, terrain and facilities, so that guests can make an informed decision about whether it is suitable for their needs.
Where a particular need cannot be accommodated because of the physical characteristics of the property, we will communicate this honestly and, where possible, assist guests in identifying practical alternatives or solutions.
We continually look for reasonable opportunities to improve accessibility within the constraints of the existing property, including:
- Providing clear pre-arrival information about accommodation layouts, access, terrain and potential limitations.
- Maintaining safe and unobstructed access to guest areas.
- Providing assistance where it is appropriate, safe and welcomed by the guest.
- Considering accessibility when making practical improvements to the property and guest experience.
A Peaceful & Respectful Environment
Fiordland Eco-Retreat is intended to provide a peaceful environment where guests can relax and enjoy nature.
We do not tolerate harassment, bullying, discrimination, intimidation or behaviour that threatens the safety, dignity or wellbeing of other people.
Any concerns raised will be treated seriously and handled as promptly, discreetly and fairly as reasonably possible.
Privacy & Confidentiality
We respect the privacy of our guests and treat personal information confidentially in accordance with our Privacy Policy.
We will only collect, use or disclose personal information for legitimate business, operational or legal purposes and will take care when handling information that guests share with us about their individual circumstances or needs.
We do not make assumptions about guests based on personal information they choose to share with us.
An Adults-Only Sanctuary
Our Eco-Villa is intentionally designed as a peaceful retreat for adults seeking relaxation, privacy and connection with nature.
In accordance with our accommodation offering and applicable safety and insurance requirements, we welcome guests aged 18 years and over in our Eco-Villa.
This means we are unable to accommodate infants, children or guests under 18 in our Eco-Villa. This age requirement applies consistently to all guests and is a feature of the accommodation experience rather than a judgement about any individual or family.
We recognise that creating an inclusive environment does not mean that every accommodation product will be suitable for every person. Our responsibility is to communicate our offering and its limitations clearly so that guests can make informed choices.
We recognise that creating an inclusive environment does not mean that every accommodation product will be suitable for every person. Our responsibility is to communicate our offering and its limitations clearly so that guests can make informed choices.
Inclusivity and belonging are ongoing commitments, rather than one-time achievements.
We seek to:
- Reflect regularly on our practices and guest experiences.
- Listen to feedback and identify opportunities for improvement.
- Continue learning about accessibility, cultural awareness and inclusive hospitality.
- Consider inclusivity when making decisions about future facilities, services and business practices.
- Address concerns openly and constructively when we identify that we have fallen short.
We welcome constructive feedback from guests, staff, suppliers and other people we work with.
Our Promise
At Fiordland Eco-Retreat, we strive to provide hospitality rooted in manaakitanga, respect, dignity and genuine care.
Our goal is for every person who interacts with our business to feel welcome, respected and treated fairly – while ensuring that we are honest about the characteristics and limitations of our accommodation.
We are committed to listening, learning and continually improving the way we welcome and care for people.
Statement last updated: 8 August 2026
