BIG4 Hay Plains Holiday Park — Local services in Hay South

Our group has been returning to the BIG4 Hay Plains Holiday Park every Easter for many years and have always enjoyed the experience—until this year. Unfortunately, we had an extremely disappointing and upsetting encounter with the current managers, Glenn and Erin. Friday evening, in the dark and without any introduction, Glenn and Erin approached members of our group in a manner that was shockingly rude and unprofessional. The group consisted of mature, polite gentlemen who were having a quiet conversation and encountered appalling treatment. The tone and language used by both managers were unnecessarily aggressive and disrespectful, completely lacking in basic courtesy. To make matters worse, Glenn appeared to be intoxicated during the altercation, which raises serious concerns about professionalism and safety. Other occupants nearby also reported hearing yelling and loud crashing sounds coming from the direction of the park office later that evening—again involving Glenn and Erin. It is extremely disappointing that in a hospitality-based industry where customer service is essential, such behaviour is tolerated. For any holiday park to be viable, respectful, and friendly treatment of patrons is essential, especially for return customers. Sadly, Glenn and Erin have proven they are not suited to roles that require diplomacy, professionalism, and basic manners. Due to this experience, our group will not be returning and will be seeking alternative accommodation in the future. We hope BIG4 takes this feedback seriously, as these managers are doing long-term damage to the reputation of an otherwise enjoyable park. Response to Management Reply: Thank you for your response. However, I’m disappointed by its inaccuracies and tone. While you claim there was no “Davidson” staying, my partner and I were in a separate cabin booked under his name, as part of a group that has stayed at BIG4 Hay Plains Holiday Park for years. My review reflects a genuine experience witnessed by others. The suggestion that guests were "snuck in" is completely false—each cabin was occupied by two guests in line with your policy. Publicly implying otherwise is unprofessional and deflects from the real issues. Regarding payment, the person responsible for paying for the two main cabins arranged with Erin to pay in the morning following a late arrival. Any other assertions are blatantly false, the prepared key envelope confirms this agreement. The parking concern wasn't about the request itself, but how it was handled. Glenn and Erin approached in the dark without identifying themselves, and their tone was hostile from the outset—witnessed by multiple guests who were left confused and uncomfortable. No one "mouthed off"; the aggression started with staff. A polite approach with basic courtesy, such as a polite introduction and respectful request, would have resolved the issue peacefully. Later yelling from the office area only reinforced our discomfort and concern. My review was written not out of malice, but to highlight a troubling experience and protect future guests. Your defensive and dismissive response sadly reflects the lack of professionalism we encountered. Good customer service relies on respect, clear communication, and making guests feel safe and welcome, values we hope BIG4 will reflect on seriously. Any further concerns regarding this experience and your response will be communicated directly to Sean...

We stayed in a pet friendly cabin in April for 1 night and I am so glad it was only 1 night.

We arrived after hours for a pre arranged late check in. We went into our cabin to find the floor was covered in grit and dirt, and the room smelt like sewerage and fly spray. It clearly had not been cleaned prior to our arrival. Upon further inspection of the cabin it was extremely clear that it had not been cleaned or maintained in a very long time. The kitchen was covered in food splats and grease Fridge had a puddle of water in front of it as it leaked permanently. The bunk room had a bottom mattress that was broken with springs sticking out and collapsed on the sides. The top bunk mattress had a protective cover on it which was stained with brown marks all over it. The curtains in every room were covered in thick dust and cobwebs. The window ledges had a year's supply of dead bugs in them. The bathroom drain was growing it was that disgusting and dirty, the plug and sink was covered in hair from someone prior to us. The bathroom had no amenities, not even a bar of soap. The front door opened fine, but when you tried to shut it over it was that stiff and got caught you had to hip and shoulder the door to just get it closed for over night.

We were too scared to pull back the covers of the main bed so we put our own bedding ontop and my mother slept on that. I ended up getting my dogs foam mattress and sleeping on that on the floor as the bed was unusable and unsanitary.

For a big 4 I was disgusted and I will never stay in another big 4 park again because of this. I think they need to re think being under the big 4 name.

We spoke to the manager in the morning and he said he can see some of our complaints are warranted, and offered a partial refund but after a further discussion he did give us a full refund for the stay which we appreciated as it was also the most expensive place we had stayed for our entire 3...

Firstly, I'm impressed with the 4 &5 star comments! I wish I could relate to them. My experience was quite different. For context, I went in January (a peak time) when the prices were as high as a fancy hotel in Sydney and the weather was hot. I just felt that for the price, there should be something special provided. Our accommodation was seriously an oven upon arrival. Small as it was, it was still terribly hot a couple hours in and all the kids were struggling, even with cooling system on. Interestingly, when I began cooking a light lunch on the stove there, almost instantly, ants and roaches appeared. The good news: the facility did provide bug spray! The bad news: the spray did make it harder to breathe and opening windows lost us precious cool air. The kitchen amenities were: settings for six (dishes and cutlery), dish soap, a fridge, bunk beds (with bedding) and a tv. No frills like shampoo or conditioner. Hidden bugs aside, it was tidy enough, but then again, they asked us to clean everything before we left so... Internet was, practically-speaking, non existent. This was unfortunate given that they advertised internet and we needed it for trip planning, among other things. After telling them, they didn't check it out, just insisted that of course it worked for us because it was working in their office. Another customer came in with the same problem & was given the same answer. Poor guy left figuring he was incompetent. To summarise, this is owned by people who I'm sure are doing their best but, with people like us, so desperate for a rest from driving and willing to pay anything when options are limited, there is no incentive for improvement. That said, go at a less busy time & less hot time. Keep expectations low and you'll...