Rotorua Thermal Holiday Park — Hotel in North Island

I have been bitten over 40 bites by bedbugs in the room. It happened right after my nap by the storm I had been stayed in the room all day. I told and showed my arm to them when I checked out, and they just only said they'd check the room without anything. During the rest of the trip, my horrible arms attract a lot of curious attention and the long searching look, also itch so much that I couldn't stop scratching. This cause heavy mental pressure on me. I couldn't take off my jacket whatever how warm I was. I had to finish hiking and get back to the car as soon as possible. I still wear long sleeves to hide the bites. Then I went back the hotel and asked them how should I do to let me feel better. The receptionist suggested that I go to Lake Care and call their manager, who would come back work three days later on Tuesday I took her advice and went to the urgent doctor, the pharmacy. And I called the manager Andrea, but there was no answer, so I sent the voice mail described it. However, she didn't call back me in the rest of few days, so I had to find her again on noon Tue. Andrea only offered one night refund (two peoples stayed two nights) and refused to pay my medical bills. She said “take the refund one night or leave”. Even though she had a reason to refund only me, she didn't consider that the itching would keep a few days and the bites would stay on my skin for a long time. BTW in the whole time, they were very cold and rude, there were not any concern or apology for my bad experience in here, even though just a smile. Instead of helping or solving the problem, they just want to send you packing. Here is a no hospitality, no passion and no friendliness place. Rude manager and rude receptionist. Rudeness, like culture, extends from manager to employee. Maybe they have polite and friendly employees, unfortunately I...

We were really looking forward to our first visit to New Zealand and had booked a two-night stay in a cabin here for our family of four, a month ago myself, my husband, our 5-year-old, and my 69-year-old mum. Sadly, our experience turned out to be quite stressful and disappointing.

When we arrived, I realised I had made a mistake. The cabin was much smaller than expected from the photos, and quite far from the toilets. This was a serious issue for us, as my elderly mum needs to use the bathroom frequently during the night due to health reasons.

We spoke to the lady at reception and kindly asked if there was any other room available that would be more suitable. She told us there weren’t any options. When we asked if we could get a refund so we could book elsewhere, she said they couldn’t do that because we had booked through Booking.com. She even said they might have considered a refund if we’d booked directly with them.

So we had no choice but to quickly find alternative accommodation. After securing another place nearby, we went back to collect our belongings. That’s when the same staff member suddenly told us they did have another room available for us — but by then it was too late.

I later contacted Booking.com and was told the accommodation refused the refund, which directly contradicts what we were told on site. Sadly, we’re now left with no other option than to consider taking this to a tribunal. We truly believe this was handled unfairly and without empathy for our situation.

I’m writing this review to help others, especially families travelling with kids or elderly parents. I wish we had been met with a little more care...

We stayed at Thermal holiday park for four days, and while the overall amenities and environment were impressive, our experience was tarnished by a significant issue with security.

On the positive side, the campsite itself was well-maintained. The living spaces, restrooms, and shared areas were clean, comfortable, and thoughtfully designed to make guests feel at ease. The serene surroundings and neatly arranged amenities added to the charm of the place, making it a delightful spot for a getaway.

However, we faced a major disappointment regarding the safety of our belongings. During our stay, we lost a pair of sunglasses that were kept in the living room and a power bank that was left charging at one of the designated points. Despite the presence of CCTV cameras, the staff offered little to no assistance in recovering the items. Instead of taking proactive steps to investigate the situation or provide reassurance, they simply stated that guests use charging points at their own risk, which was both disheartening and frustrating.

While we understand that some level of personal responsibility is required, the lack of support and accountability from the staff left us feeling vulnerable and dissatisfied. It’s worth noting that, although the amenities and ambiance were great, the lack of proper security measures and unhelpful responses from the team make it hard to recommend this place without reservations.

If you decide to stay here, be extremely cautious with your belongings, especially when using shared spaces. It’s a shame that such an otherwise lovely experience was overshadowed by...