Host Responsibility

Last updated: 1 July 2026 · Greenwynd Hospitality Ltd · NZBN 9429048317265

1. Our commitment

Greenwynd Hospitality Ltd operates a gaming lounge inside a hotel. Under section 308 of the Gambling Act 2003 we are required to have a host responsibility policy and to make it available to our guests. This is that policy. It is displayed at the entrance to the gaming lounge, it is given to every member of staff who works in or around the room, and it applies to everyone on the property — hotel guests, day visitors and staff alike.

Our position is straightforward. Gaming at Greenwynd is one part of a resort that also has 116 rooms, a restaurant, a bar, a spa and four event spaces. It is entertainment, it is optional, and it should never cost a guest more than they came prepared to spend. Where those two things come into conflict, the guest's wellbeing comes first — including when that means turning away business.

2. Minimum age — 20 years

Entry to the gaming lounge is restricted to people aged 20 years and over. This is a legal requirement in New Zealand and we apply it without exception, to hotel guests and visitors equally.

• Photo identification is checked at the door. We accept a New Zealand driver licence, a Kiwi Access (18+) card or a passport.
• If a person appears to be under 25, our staff will ask for ID. This is not a judgement about anyone; it is how the policy is applied consistently.
• Anyone who cannot produce acceptable identification will not be admitted, however long they have been staying with us.
• Nobody under 20 may be in the gaming lounge for any reason, including passing through it or waiting inside for someone.
• Presenting false identification is an offence and will be treated as one.

3. Recognising harm

Our staff are trained to notice the signs that gaming has stopped being enjoyable — long unbroken sessions, visible distress, anger at machines or dealers, returning repeatedly to the cash machine, asking to borrow money from other guests, or saying things about needing to win money back. Noticing is only the first part; our people are also trained on what to do next, and they are expected to act rather than wait for a manager.

Any member of staff may approach a guest, offer a break, offer food or a non-alcoholic drink, and give them information about support services. Duty managers may suspend a guest's access to the lounge where they believe someone is being harmed. Staff are never penalised for acting on a concern, including when it turns out to be unfounded.

4. Self-exclusion

Any person may ask to be excluded from the gaming lounge at Greenwynd. There is no waiting period, no assessment and no argument.

• Ask any member of staff, the duty manager, or write to [email protected].
• An exclusion can be arranged in a private office within about fifteen minutes.
• Exclusions run for a period you choose, from three months up to two years, and can be extended.
• We keep a photograph and the minimum details needed to enforce the order, held securely under the Privacy Act 2020 and destroyed when the exclusion ends.
• An exclusion covers the gaming lounge only. You remain welcome as a hotel, restaurant, bar and spa guest, and we will not treat you differently anywhere else on the property.
• A family member who is worried about someone can talk to the duty manager. We cannot exclude an adult at another person's request, but we can listen, explain the options, and make sure the right information reaches the right hands.

Reinstatement at the end of an exclusion is not automatic. We ask for a conversation with a duty manager first.

5. How we run the room

• No credit. We do not lend money for gaming, do not advance funds against a room account, and do not cash personal cheques.
• No ATM inside. There is no cash machine in the gaming lounge or immediately outside it.
• Clocks and daylight. Clocks are visible in the room and the windows are not blacked out. Losing track of time should not be part of the design.
• Breaks. The room closes daily. Dealers rotate, tables rest, and the lounge is not open around the clock.
• Alcohol. We will not serve alcohol to an intoxicated person, and an intoxicated person will not be permitted to gamble. This is a requirement under the Sale and Supply of Alcohol Act 2012 and our own house rule.
• Information. Host responsibility material and helpline cards are available at the cage, at the door and in every guest room compendium.
• Advertising. We do not present gaming as a way to make money, solve a financial problem, or achieve success. Our marketing follows the ASA Gambling Advertising Code.
• No online gambling. Greenwynd does not operate, licence, promote or refer guests to any online gambling service. Everything happens on site.

6. Our staff

Every employee who works in the gaming lounge completes host responsibility training before their first shift and refresher training annually. Duty managers hold current certification. Staff are not permitted to gamble in our own lounge at any time, on or off duty, and are not paid or incentivised on gaming turnover.

7. Complaints and concerns

If you are unhappy with how a situation was handled, ask for the duty manager at the time, or write to us afterwards at [email protected]. We acknowledge written complaints within two business days and aim to resolve them within ten. If you remain dissatisfied, you may contact the Department of Internal Affairs, which regulates gambling in New Zealand.

8. Where to get free help

You do not need to be in crisis to call any of these. They are free, confidential and independent of us.

Support in te reo Māori, Pasifika languages and Mandarin is available through the Gambling Helpline. Interpreting can also be arranged through our duty manager.

9. Contacting hotel management

Duty manager, Greenwynd — +64 3 442 8170, 24 hours.
Host responsibility — [email protected].
By post — Host Responsibility, Greenwynd Hospitality Ltd, 47 Fernhill Road, Queenstown 9300, Otago, New Zealand.

This policy is reviewed annually and whenever the law changes.