Kia Orana!

We're aware that some visitors to Rarotonga are seeing duplicate card charges appear on their bank statements for transactions made several months ago (November 2025) at a range of local businesses, including accommodation, supermarkets, fuel stations and restaurants.

We’d like to reassure our guests that:

• This is a banking processing issue, not a scam and not the result of merchants re-charging cards.

• The charges exactly match legitimate transactions previously made.

• The issue is affecting multiple banks and card providers, particularly overseas cards.

• Banks and card providers (including Wise) have acknowledged the issue and are processing refunds.

If you’re affected:

• Please contact your card-issuing bank or card provider.

• Refunds are being processed, and in many cases are automatic.

• If any fees have been incurred, banks should reverse these as part of the resolution.

We appreciate how distressing this experience can be.

Cook Islands businesses are working closely with banks to ensure this is resolved soonest possible and that confidence in electronic payments is restored.

Here below please find some additional helpful information:-

DUPLICATE CARD CHARGES? FAQ

Important Notice: Duplicate Card Charges – Banking Technical Issue

Q: Why am I seeing charges months after my visit?

A: Some transactions from November 2025 were delayed in banking settlement systems and have only now been posted. In some cases, they were duplicated during processing.

Q: Is this fraud or a scam?

A: No. Banks have confirmed this is a technical processing issue, not fraud and not merchant misconduct.

Q: Did the resort charge my card again?

A: No. Merchants did not re-process transactions. The charges are being generated at the banking level.

Q: Will I get my money back?

A: Yes. Refunds are being processed by card issuers. Some providers (e.g. Wise) are refunding automatically.

Q: Do I need to cancel my card?

A: In most cases, no. Cancelling cards can delay refunds. Please follow your bank’s advice.

Q: What should I do now?

A:

1. Contact your card issuer or bank

2. Reference “duplicate or delayed settlement”

3. Ask for fee reversals if applicable

Q: How long will refunds take?

A: Typically 3–10 business days, depending on your bank.

We hope you’ve found the information update above helpful and that it has set your mind at ease to some extent.

Please feel free to reach out to reservations@therarotongan.com should we be able to offer any further assistance at this time, and wishing you a good rest of your day.

Meitaki ma‘ata e Kia Manuia,

The Team at The Rarotongan Beach Resort & Lagoonarium and Sanctuary Rarotonga-on the beach

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EXCITING UPDATES FROM PARADISE!

Kia Orana from our beautiful Cook Islands sister resorts!

We're thrilled to share some exciting news from The Rarotongan Beach Resort & Lagoonarium, Sanctuary Rarotonga-on the beach Adults Only, and Aitutaki Lagoon Private Island Resort Adults Only.

EXCLUSIVE RESORT ACCESS

To ensure the ultimate peaceful getaway for our guests, all resort facilities at all 3 sister resorts are exclusively for registered in-house guests only. This means more space, privacy, and tranquillity for you as our guest to enjoy our pools, beach facilities, restaurants, spa, and all amenities without crowds.

 EXTENDED STAY BENEFITS

Make the most of paradise with our new minimum stay requirements at all 3 sister resorts:

• From May 1, 2026: 5-night minimum stay for The Rarotongan Beach Resort & Lagoonarium and Sanctuary Rarotonga - on the beach.

• From May 1, 2026: 4-night minimum stay for Aitutaki Lagoon Private Island Resort

   

More time to unwind, explore, and create unforgettable memories!

GOING CASHLESS FOR YOUR CONVENIENCE

From 01 September 2025 enjoy faster, more secure service with our fully cashless experience across all 3 resorts.

Accepted Payment Methods:

• Room charging to your guest account (payable by credit/debit card at check-out at the Reception only)

• Visa (including Visa Debit)
• Mastercard (including Debit Mastercard)
• American Express
• Contactless PayWave/Tap & Go (Visa, Mastercard, AMEX, Apple Pay, Google Pay, Samsung Pay)

Important Notes:

• Credit card guarantee or NZ$100 bond per day required for room charging
• No credit card surcharges applied by the Resort (check with your bank regarding any fees)
• ATMs available at The Rarotongan Lobby and throughout Rarotonga & Aitutaki, including both Airports
• Some local, domestic-only debit cards may not be supported in the Cook Islands - please check with your bank

We look forward to welcoming you to our beautiful paradise islands for your wonderful getaway!

SANCTUARY RAROTONGA’S GUEST ACCESS POLICY

To protect the privacy, serenity and safety of our in-house guests, access to Sanctuary Rarotonga-on the beach Adults Only and all its facilities & services is strictly reserved for registered guests only.

This includes:

• Restaurants, Bars, Island Night & Guest Lounges

• Swimming Pool & Swim-Up Bar

• Beach Sun Loungers, Stand-Up Paddle Boards, Kayaks & Snorkelling Gear

• Activities Programme, Games Room, Tennis & Beach Volleyball Courts

• SpaPolynesia

• Resort Gardens & Grounds

• All other Resort Amenities & Services

NO BEACH ACCESS VIA RESORT.

Day Passes are not available.

Staff on-site, Security Officers and Cameras operate 24/7.

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Visiting a Guest?

Meeting someone staying with us or attending a wedding or event? Please visit Reception, where our team will register you as their guest for the day. Visits available from 12noon to 9pm; one visitor per in-house guest please.  

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Interested in Staying With Us?

We welcome prospective guests for guided site inspections, available Monday to Friday at 4pm by appointment. Please contact us in advance to schedule your visit.

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Local Residents & Te Arakura Landowners

Ask us about our special local accommodation rates:

Email: reservations@sanctuaryrarotonga.com

Phone: (682) 25 900

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Meitaki Ma’ata!

Thank you for helping us maintain a peaceful and private sanctuary for our guests.

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COVID-19 POLICY

The Cook Islands Government currently has no COVID-19 restrictions for visitors entering the Cook Islands.  However, as a responsible visitor, we do ask that guests complete a COVID-19 test before coming to the Cook Islands.  If you test positive for COVID-19 we would ask that you reschedule your visit.  For guests that start to show COVID-19 symptoms after arriving in the Cook Islands, we provide COVID-19 RAT tests at Reception.  We ask that any guests that do test positive for COVID-19 to let us know via Reception, self isolate in their rooms, to wear a face mask and maintain a two metre distance from others when out of the room , order room service for meals and vacate their room for housekeeping service.