Copthorne Hotel and Resort Bay of Islands — Hotel in Bay of Islands-Whangaroa Community

Often go to Paihia and stay at a specific motel. This time thought we would try something a bit more plush. Googled Copthorne and seemed OK- price was listed but said we would match any price if we rang now to book - did that, waited 11.5 minutes to get a response. Was quoted prices for 3 room types - we chose a harbour view room and proce quoted was $40 above the price on line - when I queried their advertised book direct for best price was told they could do no better and if I wanted the cheaper rate should book on line - I would have if we weren't in a rural location at the time with dodgy internet so took the rate quoted - was booking for several nights. The harbour view room was a corner room and we looked at 2 water tanks - had I night been so tied at the end of the day would have queried it at reception at the time. You could see the harbour but had to stand against the wall and crank your head - I noted most other harbour rooms were square on to the harbour so would have had a good view. My wife was having a shower and the water went off, no notice from hotel as to how why or how long it would be off, I accept stuff happens but the lack of any information on the situation from the hotel was non-existent and was crap. Later that night having a shower with water back on but then hot water not working. Hotel gave us access to another room with hot water but was a pain having to wander in the corridor to have access to hot water. The amenities in the room for what we were paying was not good, I refer to milk, shampoos, soaps, tea, coffee, towels and other knick knacks that you usually get at these resorts. Went for dinner and was told we're not sure we can accommodate you as we are short staffed and I (waitress) will have to check with the manager, dining room was only quarter full. On check out conveyed my issues to reception, was told sorry and management will contact you - the "sorry" was just a word, no sincerity to it and I'm not expecting to hear from management - been 5 days now. On the positive side the staff/cleaners ( excluding the reservation person and check out reception) I interacted with with were pleasant and friendly and that's about the only good thing I can relay. Prior to this stay we spent 4 nights in a unit in a camp ground where the facilities exceeded those at this hotel and only half the price. As above we are regular visitors to this area but we won't be staying here again. Attached a picture of our...

This is a very beautiful location and was soo lovely. We stayed for 3 days for a private family function in early December with several other family members. On arrival, the reception area is adjoined to the on-site restaurant and open bar which leads out to the beautiful outdoor area off the bar. This leads to the massive outdoor pools and the beach. It was stunning and very impressive. At check-in the staff were excellent. They were tremendously helpful, knowledgeable and patient. Staff member Tyler was also super helpful to my sister and my mother at their check-in. Especially for my parents as my dad has mobility issues and took great care of them with a better room. Copthorne offer a private function room which was exactly what we needed for our function. We had such amazing service from soo many staff that I can't remember their names (sorry team) It was an utterly wonderful stay, wonderful birthday celebration and the food from the buffet for both breakfast and Dinner. The pool area was bliss. Our room was an Ocean facing upstairs room with a balcony, which was soo freaking awesome. The bed! The bed was huge and incredible!

Sadly, the rooms are dated and could do with a revamp and touch of paint to revitalize and refresh the space. The most concerning area was the bathroom. The seal (sealant) around the bath tub was so obviously moldy. The grout in the floor tiles needs a good steam clean. These 2 areas made the bathroom feel grubby even though we knew house-keeping were coming through everyday. It's not a house-keeping issue, the grout needs steaming and the sealant all need to be replaced which would make an immediate difference. Also the shower is very poor. Poor pressure, more like a weak dribble, and just old.

Overall, location, facilities and amenities are absolute 10's. The dated state of some of the older rooms and the foyers are in need...

We recently stayed at Copthorne Hotel to celebrate my wife's 60th birthday — a special occasion we had been looking forward to for months. Unfortunately, our experience was significantly impacted by a combination of unforeseen circumstances and missed service standards.

During our stay, Cyclone Tam swept through the region, which understandably led to power outages and a series of fire alarm evacuations. While we recognise these were outside the hotel's control, the response from staff lacked the communication and support we expected in such a situation. Clearer guidance and more visible presence from management during the disruptions would have made a difficult situation feel more manageable.

What was within the hotel’s control — and most disappointing — was the complete lack of acknowledgment of my wife’s milestone birthday, despite this being clearly noted in our booking. A small gesture or even a simple recognition at check-in would have gone a long way in making the experience feel personal and memorable.

Additionally, we discovered after checkout that the MyMillenium member loyalty discount, which we were entitled to and had discussed in advance, had not been applied to our dining charges. We are yet to follow up to seek correction — something that will cause unnecessary hassle to what should have been a celebratory stay.

We chose this hotel because of our positive past experiences and the brand’s reputation for thoughtful service. Unfortunately, this visit didn’t meet those expectations. While we understand some factors were out of the hotel's hands, others reflect a lapse in customer care and attention to detail — particularly disappointing given the special nature of the trip.

We hope this feedback helps improve the experience for future guests, especially those celebrating important...