NRMA Ocean Beach Holiday Resort — Hotel in Umina Beach

My family and I usually stay at Swansea lake side when we like time away, this time we thought we would try something different so I did my usual search on google for places in Umina and came across the Ocean Beach resort, the website photos look amazing and knowing that it was owned by NRMA was even better.

We arrived a little early which is fine as we saw the park down the road and the kids could play, we arrived approx 130pm on the 11/02/24, when we went into reception at 2pm all the customer services assistance were busy at the time, one of them were dealing with a lady who arrived and someone else was booked into her cabin, so they were figuring out what went wrong and how it was over booked, there was also and elderly couple next to me who were waiting for their cabins to be ready as apparently it was still been cleaned. Mind you at this stage it was 36 degrees.

When it was my turn the assistant said to me the room is not ready and I would just have to wait, I then started to tell her check in was 2pm and I have 2 kids under 2 in the car who need nappy changes and something to eat, she lady with a rude face said sorry but that it not our problem as check in could be anytime after 2pm, I said to her it does not say that in the email, she said it did. I asked her to kindly get me the manager please.

The manager on duty at the time came over ‘rude face’ and said how can I help, I explained it all again, she said check in is from 2pm, I showed her my email which clearly says do not arrived prior to 2pm as it may not be ready which is fair enough but it clearly does not say check in could be anytime after 2, she huffed and said well what do you want me to do the room isn’t ready, I said that’s not my problem, I said are you going to refund me a day since I can not check in at the time I paid for she said no I can’t do that but I will upgrade you to the same cabin with an extra single bed, sorry but how does that help me? Why would I need and extra bed? She said that’s all I can do but you have to wait, I said I need to change my kids bottoms as we have been in the car for 3 hours, and my baggage is all in the boot packed. Again she said there is nothing she can do. So come 3pm we finally got our cabin.

On arrival of our cabin there was a bad smell and the sofa was wet it had a bad smell, the fly screen was ripped so we had been bitten by mosquitos our whole stay, the shower floor was covered in sand, the beds weee covered in sand, there was two towels that where left on the bed that were dirty, there was a pot that wasn’t cleaned with food stuck on the bottom of it, the bbq was covered in rust, we did. Not get any internet, we were not advised of kid activities as what your web site said, it was so unhygienic I felt uncomfortable most my stay. My sister and brother in law had a cabin next door number 9 playground as we were in 8 playground, their door wouldn’t even lock, over all it was such a bad experience as we travel a lot and have been to some real friendly resorts but this one was just next level.

I will say there was a lady who was monitoring the pool area she was lovely and so friendly and would have a laugh with us, play with our kids, she is perfect for your resort but the reception ladies really need customer service training.

I work in customer service and have been for 17 years and I have never experienced anything like this. Your park has a lot of potential, with the right staff and some park maintenance it could really be a...

We visited here with 2 families with teenage kids for 5 nights over the October long weekend in school holidays. We booked 2 x tent/camper trailer sites down the southern end of the park. This end seems to have some sites with new astro turf which is nothing short of glorious:-) although it appears this is a slow replacement process, so not all the sites are like this and you would be best to check before you book, if this is your preference. We found this park to be very well run with fantastic amenities from the 2 lovely pools, the cafe with very yummy food and ample toilet and shower facilities (showers are hot with great water pressure). These amenities are cleaned once a day, which I have seen some people complain about in their reviews, but hey, you're camping and I did not find them to be overly dirty at their worst (and I'm a fussy camper). They also have security walking the park in the evening ensuring the noise is kept to a minimum which I felt was good. |The location is also top notch, being only a short walk to a beautiful beach with gentle waves. As we were there during peak time, we got to enjoy the Mrs Whippy Van that comes around twice daily, the prawn man in his van as well as the food trucks on the "village green" area at the front of the park. There is a huge council skate park and a playground only a short walk out of the park as well as markets on a Friday night with more food trucks and stalls, although not sure if all this would be available outside of peak times like school holidays, Easter and Christmas. There are a lot of birds in this park which is a plus and a minus. The bin chickens are lurking and you really do need to put all your food away or they will raid your site when you are not there. Even though our kids didn't participate in the planned activities the park puts on, I have to commend the effort they go to at the "Sand Bar" which is the area that these things take place. The staff took the time to explain everything when we walked past for a look/see and there is a lot to keep kids busy throughout the day. And on that note.....the only thing we found to be a downside (and this may not bother all) is that it was super busy at this time with loads of young kids. I don't think I have seen so many little ones in a park ever! You have to be extremely careful driving around here. Kids are flying around on bikes and dinkies everywhere and think nothing of darting out in front of you. The sites are also very close together so if being out in the open spaces is your jam, then you may want to look elsewhere. Overall this park exceeded our expectations and we really enjoyed our stay. We definitely recommend a stay here, but for next time we would probably book out of school holidays as our teens are at an age where we are almost out of the "circus" so to speak, but if you're still in the circus, then go for it! :-) This park deserves that reputation it has as the...

We have stayed here previously and had the best time unfortunately some of the ammenities haven’t been maintained since our last stay. We booked our site through big4. We arrived at 9:45pm to find that we have been allocated a cement slab caravan site even though we were a fold out camper trailer. We set up as we had a 4month old and a 3 year old to put to bed but we were unable to peg anything down since we were on a cement slab. That night the wind picked up to 80-90km/hr with gusts to 125km/hr and my husband and I were basically trying to hold the camper trailer together all night as it nearly collapsed on our kids. In the morning we went to reception who changed our site. We were meant to be camping with friends who had spent 20min on the phone during their booking to ensure we were together however we were allocated at opposite ends of the park. Reception moved us so we were next to them and claimed that the issue was that we had booked through big4 and it automatically allocates the sites. We packed up our camp and drove over to the new site only to find there was no water available. Called reception and they moved us again. For some reason however we were placed right down the end of the park near the bear Grylls academy. This seems like it’s a tent only area and our friend and us were the only camper trailers in the area. We had nowhere to dump our grey water. After our experience we really don’t want to come back. We drove a long way to camp for the weekend and instead half our stay was taken up with setting up/packing up and resetting up came with two young kids. We could even relax for a second as our campsite was literally 10meters for the creek with no fence in between and our 3 year old kept running for the water. The showers were always out of hot water. Toaster was broken in the camp kitchen. Only one of the pools is heated so it gets very crowded. Would have rated it less but the activities for the kids are amazing and the staff at the barn were...