Frequently Asked Questions

What’s included in the tariff?

• An automatic hire car for the duration of your stay (includes basic car insurance). Petrol usage at own expense.
• Meet and greet at Norfolk Island airport and transfer to Whitewood Sea
• Personalised check-in, house familiarisation and overview of the island, sightseeing highlights, café and restaurants recommendations
• Use of a local mobile phone [Smart phone with local sim card] with unlimited local calls and SMS credit
• Free unlimited fast wifi complimentary for all guests

Do you have wifi?

Yes wifi is provided free for all guests, the wifi password is obtained upon check-in.

Is there an airport transfer service?

We will meet you at the Norfolk Island airport (look out for the Whitewood Norfolk Island sign), introduce you to our car hire partner (car is included in your tariff) and once you have signed up for the car you will follow us out to the property for check-in.

Why don’t you have air-conditioning?

Air conditioning is not permitted on Norfolk Island due to the size and nature of the central diesel power station. Only businesses can apply to install air-conditioning if they have special circumstances E.g. Pharmacy, chocolate shop etc. Fortunately, Norfolk Island doesn’t experience extreme Summer heat like some parts of Australia, households manage with fans and the island breeze.

What time is check-in and check-out?

Officially the check-in time is 2pm and check-out by 10am. However in most cases check-in time fits in with flight arrival times.

Late check-out is possible in some instances and can only be confirmed closer to time of travel subject to other guests not arriving that day and cleaning rosters. i.e. When the house is booked for guests to arrive on the same day guests depart, check out time is unable to be extended beyond 10am as the house needs to be cleaned and prepared for guests arriving that same day/on the same flight guests depart.

What is your cancellation policy?

Cancellations within 60 days of arrival is 100% non-refundable. On Norfolk we rely on flights to bring visitors to the island, when cancellations occur close to travel it’s difficult to replace the booking as aircraft seats can become limited close to travel. No refund can be given in the event of non-arrival, any unused services or unused nights due to flight or weather disruption. We recommend you protect yourself with travel insurance.

Is there wheelchair access?

Both houses are accessibility friendly – no steps. Whitewood Haven is in the process of applying for official accessibility status, please contact us to discuss your requirements.

Do you have walk in showers?

Yes all showers in both houses are walk-in, there are no showers-over-baths.

Is the water safe to drink?

Water from the tap is safe to drink. Whitewood Norfolk Island has a UV water purification process on site all water pumped from the tanks is exposed to UV light which kills the DNA of bacteria so it can no longer reproduce. We rely on rainwater to fill our tanks as Norfolk doesn’t have a town supply of water so we always encourage guests to please conserve water. We also suggest bringing your reusable water bottle to take out whilst exploring and help us to protect our environment by proactively reducing plastic and waste whilst on the island.

Are kids allowed?

Yes please discuss with our reservations team for best room configuration for you and your family.

What is your smoking policy?

No-smoking in all houses and shared areas. To smoke please step outside and dispose of butts appropriately.

What is the electricity connection?

Mains voltage as per Australia, 230V 50Hz.

I have special dietary requirements will Norfolk Island cater for my needs?

Most restaurants and cafes are accustomed to catering for gluten free, vegan or vegetarian food. Prinke a local cafe and Ecostore caters specifically to special diets, plus our local supermarket Foodlands now has a fairly large section of specialised foodstuffs. However if you have specific requirements or favourite/essentials you can bring them with you if they are professionally packaged and labelled, processed food without the seal broken or if the food is frozen in professionally sealed and labelled packets. Please take note though that no fresh produce is permitted to enter Norfolk Island. All foodstuffs must be declared at the airport upon arrival on Norfolk Island to Quarantine Officers.

Where is Norfolk Island?

Located 29.03º south and longitude 167.95º east, made up of 3455 hectares. Norfolk Island is within the South Pacific region east of Australia and north of New Zealand. On the same latitude as Byron Bay, Norfolk Island is located approximately 1000km from the east coast of Australia.

How do you get there?

Qantas operate 3 flights to/from Brisbane on Tuesdays, Thursdays and Saturdays + to/from Sydney on Sundays, Wednesday and Fridays. Air Chathams offer a weekly ex Auckland service on Thursdays however they don’t operate on public holidays and they shut down services from May-August.

What’s the weather like?

Norfolk enjoys a subtropical climate with generally warm Summers and mild Winters. Daytime temperatures can reach highs of 28 in Summer and 18 in Winter. Generally conditions are good for swimming between September and May. Walking hiking and many other activities are enjoyed all year round.

Do I need a passport to travel to Norfolk Island?

Australian citizens can travel with photo ID e.g. Australian drivers licence (however a passport is preferred if you have a valid passport). Non-Australian citizens holding a permanent resident visa are able to travel to Norfolk Island without further visa requirements but must use their passport as the form of identification. For flights originating outside of Australia (including New Zealand) a passport valid on entry and departure dates is required and a visa may be necessary for some foreign passports. For more information check the Australian Border Force website and search for Travel Documents for Entry to Australia.

Is there mobile reception?

Australian and NZ phone networks don’t roam on Norfolk Island, we have a local provider Norfolk Telecom. We provide you with a Samsung android phone with a local sim. You will have unlimited local calls and local SMS credit via this phone.
If your Australian mobile phone provider enables wifi calling and if activated on your phone it may be possible for you to receive calls on your AU mobile if you remain in range of the house wifi. Otherwise the most cost effective way to phone home is to be in wifi range and to call or SMS via Messenger, Wattsapp, Viber which use the internet/wifi data to connect.

Do I need travel insurance?

Although Medicare does extend to Norfolk Island for Australian citizens, travel insurance Is recommended to protect you in some cases for unforeseen cancellation, weather delays etc. Norfolk Island is deemed a domestic destination/policy, flights do however depart from the international terminal

Do I need to pre-book tours and activities in advance before we travel?

We recommend pre-booking before you arrive as there can be peak periods on the island and some popular activities and restaurants book out early. Bookings can be made via the Norfolk Island Visitors Information Centre website.

What to wear?

Norfolk is a relaxed and easy-going island, smart casual for evening or casual for daytime. Comfortable walking shoes, rain jacket recommended all year round. A hat, sunscreen and sunglasses recommended as everyday essentials.

What is the currency?

The currency is Australian dollars AUD.

What is the time zone?

Norfolk Island is 1 hour ahead of AEST year round including daylight saving periods in Australia. For those Australian states that don’t adopt daylight savings e.g. QLD we are 2 hours ahead during Summer/daylight savings.

What is the language?

Residents speak English and some speak Norf’k. Norf’k is a local language originally introduced by Pitcairn speaking settlers who arrived on Norfolk in 1856. This is a blend of 18th century old English and Tahitian. Start practicing and you’ll be able to talk some of the language by the time you arrive!

Watawieh? Hello, how are you?
Kushu, I’m well, thanks.
Watawieh yu? How about you?
Gouud, thaenk yu Fine thanks.