NRMA Halls Gap Holiday Park — Hotel in Grampians

Dear Park manager

Yes the review are generally after stay or during... however my unfair happening for our families is abused with new story by you PLEASE DO NOT TELL A LIE in your response today as below : Park manager said : "as agreed it was better to cancel your reservation and it was fully refunded to you." = True : I never agreed the cancellation and still did not receive the money back which means ALL LIE what you said What you did it : 1.Cancel our 2 booking without consent 2.explained on Sun 19th Dec 2021 that "lots of issue to understand that is why cancelled the booking to look after their staff" explained on Tue 21st Dec 2021 that "Aggressive behavior is not acceptable, and we deemed it too much of a risk for any of our guests. Our guest's safety and making their stay a positive experience is what we do strive for" = You are covering me like a criminal frame or dangerous person (even you have never seen me)

Moreover, the reason why canceling that "Aggressive behavior" did I blame ? did I threaten ? did I yell ? (I loudly spoke but never yell because all my requirement were refused by the lady like please see my email, transferring other staff to avoid misunderstanding = all refused)

WE ARE VICTIMS BUT SUDDENLY WE BECAME LIKE A CRIMINAL ACCORDING TO YOU SAID even writing this email in sad and waste of time but you are killing us twice under name of "protect them". Even though you said today that you are preparing lawyer for defamation of character due to our google review. Opposingly, you are making false for me and we have to go to court of law for you UNLESS YOU ARE RESPONDING BY A LIE I WOULD NOT REVIEW AGAIN BUT I WILL DO FOR LEGAL ACTION. Also please refund the money REALLY due to you canceled our booking (not by us)

PARK MANAGER UNILATERALLY CANCELED OUR BOOKING WITHOUT ASKING.

Yesterday, He just unilaterally informed me that Booking was canceled which we have booked 8 months ago It completely ruined our Christmas holiday and our 3 families including kids were shocked to be destroyed the holiday. We cannot understand why he did it such a rude and non-responsible behavior. I got 2 times phone call to ask about guest detail update. And what happen is that different explanation from Man and Woman. So I asked her newly explained and give her our detail to update guest information. However during explanation she was hard to understand what I explain (I am not blaming her and everyone can misunderstand but with the man had no problem to explain for the first time) and I immediately sent emails 7 times during the phone. But she said that did not receive (even I just reply email from their email which I received before) and asked her can you transfer to other person? and she said it is not available now. So I could not progress further more because not understanding what I am saying, no email available to receive and not available to transfer to other person....and I said we cannot talk any longer and "bye" and hung up the phone, during a second when I was hanging up the phone she was saying something but phone was off already (it was really not my intention) After that Park manager rang me and only informed that he will cancel our bookings due to many of issue. And he said he cannot understand what I am saying several times and hung up and around 30 minutes later I received an email of canceled our bookings (totally 2 booking canceled under my name). So I rang him and asked what was wrong, explained this booking for 3 families with kids and express I do not agree for the canceling. (During this calls he understood what I said 100% which means he pretended not to understand what I said for the previous phone) Then I was realized that they...

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54321

4.5

(598)

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amenities51

kangaroos25

town24

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Tracey Garrod

1 review

6 hours ago

NEW

The staff were very friendly and accommodating. Great pressure in showers, kids loved pillow and heated pool. But general maintenance was very poor. Our camp sites turned into a lake, under our tent and shelter was a lake soon as it rains. …More

Kellie McCarthy

5 reviews·2 photos

4 months ago

Vacation | Family

We thoroughly enjoyed our stay here over the weekend. We stayed in one of the deluxe cabins-ample room for our family of 6. The staff are wonderful, and were welcoming and so friendly. We appreciated the available handouts for suggestions …More



3

BIG4 NRMA Halls Gap Holiday Park (owner)

7 months ago

Hi Kellie, thank you for your fantastic review. We're so happy you enjoyed your stay with us. The team are always happy to assist and enjoy being able to make your stay extra special. We appreciate all your feedback and we hope to welcome you again soon. Happy travels, Claire

Bad Craziness

Local Guide·25 reviews

3 months ago

Vacation

Stayed here last night with my family, on the way back to Melbourne, from Adelaide. My wife and kids had never been to Halls Gap, and I hadn't been since I was a kid, so we made a stopover for the night. Great place to stay, studio cabin …More

1

BIG4 NRMA Halls Gap Holiday Park (owner)

2 months ago

Hi, thank you for your wonderful review. We're so glad you and your family enjoyed your stay with us even if it was a quick trip. Our two bedroom cabins are a lot more roomy for a family if you plan on a longer stay next time. We do look forward to being able to welcome you back soon. Happy travels, Claire

Susan Day

Local Guide·70 reviews·143 photos

a month ago

We've loved our time here.The play area for the kids is a ripper Jumping pillow, scooter/bike track, games room ,a movie night with popcorn in the enclosed theatre room on Saturday night 7pm.. The staff are so friendly and helpful.its close …More



1

BIG4 NRMA Halls Gap Holiday Park (owner)

a month ago

Hi Susan, thank you for taking the time to write a wonderful review for us. We're thrilled you had a great time and enjoyed our movie & popcorn night. We hope to welcome you here again in the near future. Happy travels, Claire





















Tracey Garrod

1 review

6 hours ago

NEW

The staff were very friendly and accommodating. Great pressure in showers, kids loved pillow and heated pool. But general maintenance was very poor. Our camp sites turned into a lake, under our tent and shelter was a lake soon as it rains. The camp kitchen had waterfalls coming from gutters especially in doorway we couldn't get in and out without getting sopping wet it flooded into kitche wnhich creates accidents were planned to make annual spot...

EDIT: what an embarrassing response. Firstly, if you pride yourself on customer service you should always address your replies correctly. It’s Natalia, not Natasha. And secondly, we came in two times (one being check in) because of the lack of information and direction. As a business you should be ashamed that you have just proved my point that customer inquiries are an inconvenience to your staff.

I am currently staying here with a group of extended family and it is our last night. I just wanted to make this review due to the disgusting behaviour by the reception staff today towards my father and I. My father and I approached the staff about using some of the fire pits on the premises assuming you would need to book them. The two ladies at the reception bluntly cut us off mid sentence to tell us they don’t take bookings and it’s first in first served. We then enquired if we could use the available caravan fire pits that we had walked past on the way to the office and was told “how are they free if we are fully booked up?” The reception staff went on to tell us they aren’t available multiple times as if we were stupid only to then 20 seconds later say that they were indeed available and that we could use them? Additionally, when we asked about firewood the lady responded with “I don’t know, I don’t use them” and when asked about renting movies she said “I don’t know if we have that movie, look for yourself behind you”. I have worked in customer service for over 10 years and wouldn’t be caught dead behaving like that with customers. The actual place is lovely, great location, clean rooms (although beds are uncomfortable), lots of things to do and beautiful scenery but honestly I don’t think I would ever come back purely because of the reception staff. Why would I want to give money to a business that treats their customers like an...