Frequently Asked Questions

Gondola tickets are valid for one return ride.

Yes, on request the Gondola can be slowed or stopped to allow easy access for all guests, assistance is also available if required at the base and the top of the Gondola. Our friendly team will be happy to assist to ensure you enjoy your journey.

We can arrange for one of our team to transport you in our company van to the top. It is essential you call ahead to arrange this so we can ensure there is no delay on your arrival. 

Family of 4 = 2 adults & a maximum of 2 children (aged 5 -14 years).

Family of 5 = 2 adults & a maximum of 3 children (aged 5 -14 years).

Bookings are not required for the Gondola, Luge or activities but are essential for Stratosfare Restaurant & Stargazing at Skyline.

Book Online or contact the reservations team via email or phone 07 347 0027.

Premium table allocations can be purchased for dinner bookings at an additional cost per seat. Please call our reservations team on 07 347 0027 to book.

Window seats cannot be reserved for lunch bookings. 

Yes, we cater to a wide range of dietary requirements, our chefs and wait staff are available if you have any questions.

Please alert the reservation team to any dietary requirements when making your reservation.

Children must be at least 6 years old to be allowed to ride the Luge alone; if they are under 6 years old they can ride the Luge in tandem with an adult for an additional $5.

Children must be at least 6 years old and 110cm or taller to be allowed to ride the Scenic Luge Track unaccompanied.

Children must be 135cm or taller to be allowed to ride the Advanced Luge Track unaccompanied.

Children under the age of 6 years old or under 110cm can ride the Scenic Luge in tandem, with an adult aged 15+ years at a cost of $5 (Future Luge Rider).

An infant can ride in tandem on the Luge with an adult provided they can walk unassisted.

The responsibility is with the adult to ride in a slow and safe manner, avoiding sharp braking to minimise the risk of injury to the infant.

The Luge tracks start at our complex on top of Mt Ngongotaha (via the Gondola). Luge riders drive their Luge down the trails finishing approx 400m downhill from the complex. You then take a second chairlift to return to the top of the Luge tracks and the Skyline complex. 

The Luge is open from 9am – dusk daily and operates in almost all weather conditions including rain or snow. You can get up to date track information here.

Yes, lockers are available for hire at the top terminal complex for you to store your valuables.

Please note, these lockers are not large enough to store large items such as prams or strollers.

Luge rides on a single ticket cannot be split over different days.

If you have purchased a Luge photo, you should also receive an electronic copy of this which will be sent to the email address you provided at the time of purchase.

Due to the number of photos taken daily, we are unable to recover photos once you leave the complex. Photos must be purchased at the Luge or the base of the Gondola on the day.

Yes, to organise a large group* or corporate booking, request a quote here or contact the functions team at rotoruafunctions@skyline.co.nz

*Please note that group bookings are for twenty or more guests.

Please enquire with our functions & events team if you wish to hire a private venue.

*Please note there are minimum numbers for hiring our various venues which may change depending on the season.

Online tickets are valid for redemption within 6 months of purchase.

You can alter a restaurant reservation within 24 hours of your booking.

You can purchase a gift voucher online.

Yes, we will continue to operate under level 2. Please check out our open hours for more information.

You will need to contact the OTA that you made the original booking through. The refund is at their discretion.

Yes, as per normal we recommend booking for all Stratosfare Restaurant reservations and some activities. 

Yes, please email our enquiries team who will be able to accommodate this request rotorua@skyline.co.nz

We are not currently conducting any health screenings, however, we are keeping a visitor register at the base terminal to record contact details of everyone who arrives on site. Please download and use the NZ Governments COVID-19 contct tracing app.

• We have deployed complimentary hand sanitiser stations for guests and staff at pay stations and key locations around the complex. 
• Visual reminders on the importance of practising good hand hygiene are displayed in key areas such as bathrooms and staff rooms. 
• We have increased our current cleaning schedules across the property.
• Within Stratosfare Restaurant, we are increasing the spacing between seated guests.  

We will continue to adapt and update our actions as needed and encourage everyone to keep up to date with information from the Ministry of Health, available at www.health.govt.nz

Under the New Zealand Government's COVID-19 Alert Level 2, we will offer a self check in function using the NZ Governments contact tracing app.

How does it work?

On entry and exit from Skyline Rotorua please use your mobile phone device to scan a QR code. These will be clearly marked, and easy to find.

If you have difficulty using the QR code, you can also check in on your mobile device via the web browser.

When checking in you will be asked for:

• your first and last name
• home address
• mobile phone number
• email contact details

This information is only used for the purposes of COVID-19 related contact tracing. It is also saved for future check-ins on the site.

For more information visit their website here.

We understand you may need to cancel your visit to Skyline Rotorua due to COVID-19. Our standard Terms and Conditions will apply. Please contact us if you need to amend your upcoming booking.

Initially, we will open with reduced hours and will adjust our operating hours as appropriate. Please check our opening hours for the latest information.

Our Stargazing experience will remain closed until further notice, however all other activities, including Gondola, Luge, Market Kitchen café, VH tasting Room, Zoom Zipline, Skyswing, INZpired, Jelly Belly and Skyline Rotorua MTB Park, will be open and operational albeit, at reduced hours.

Sadly Stratosfare cannot operate under the Ministry of Health alert level 2 guidelines. If you hold a future booking at Stratosfare and you have any concerns, please contact our team with your booking reference and contact details, and we'll get back to you as soon as possible.

Yes, however, we have implemented additional preventative measures to ensure we comply with the safety guidelines from the Ministry of Health. Please follow the instructions of our friendly staff, who will assist with any questions.

Additional seating is arranged to allow for the minimum physical distance requirement outlined by the COVID-19 guidelines.

For current opening hours, please click here.

Yes, you will not be asked to share a cabin with others. Guests and staff can choose to ride a Gondola cabin by themselves or with their respective bubbles.

We are not currently conducting any health screenings, however we are keeping a visitor register at the Base Terminal to record contact details of everyone who arrives onsite.

We will continue to take advice from the Ministry of Health and will adapt our safety measures if it is advised to do so.

Yes! We have complimentary hair nets available for our Luge riders to minimise shared contact surfaces. Although we’ve introduced a number of additional hygiene procedures, we also encourage guests to use extra hand sanitisers, available at the Top and Bottom Luge Station.

For current opening times of the Luge, please click here.

Yes, you can bring your own helmet as long as it is not a full-face helmet. Please ensure your helmet has a strap to secure it, and ensure it stays firmly in place while riding the Luge.

Across the site, we’ve introduced several safety measures to ensure best practice hygiene standards are maintained in order to protect guests and our staff members.

Bottom Terminal and Gondola

• Screens in front of cashiers.
• Contact tracing using COVID 19 app
• payWave available.
• Spacing stickers adhered to floors to ensure social distancing.
• Sanitiser stations installed.
• Cabins cleaned more frequently throughout day.
• Family bubbles maintained in Gondola cabin loadings.

 Luge and chairlift

• Screens installed at photobooth.
• payWave available at Photobooth.
• Hair nets provided upon request.
• Spacing stickers adhered to floors to promote the need to social distance.
• Sanitiser stations installed.

 Zipline

• Sanitiser stations installed.
• Guest PPE available for guests on request.

 Market Kitchen, iNZpired/Jelly Belly

• New Market Kitchens a la carte menu.
• All guests seated in smaller sections across the café, tables separated by 1 metre.
• payWave available.
• Cleaning frequency will be increased across entire site.
• Sanitiser stations installed. 

Skyline Rotorua MTB Park

• Social distancing in gondola line.
• Medics have been briefed on safety precautions when attending to incidents.
• Sanitizing available at tool rack.

 Volcanic Hills Tasting Room

• Sanitiser available on arrival.
• Table spacing (sofas removed during level 2).
• Water station has been removed and water will be provided at tables on request.
• Food will be ordered as requested with cutlery and plates delivered with food.
• Pay wave available.
• Cleaning / sanitising of tables and menus between guests will be increased.

 Volcanic Hills Winery

• Visitors are required to sign in and out of the site using this QR code app.
• Sanitiser available on arrival.
• Pay wave available.
• Cleaning frequency has been increased.

 Skyswing

• Clearly marked waiting areas for rides to maintain social distancing.
• Only family/bubbles allowed to ride together.
• Sanitiser provided to all riders, before and after.
   

We will continue to adapt and update our actions as needed and encourage everyone to keep up to date with information from the Ministry of Health, available at www.health.govt.nz.