BIG4 Yarra Valley Park Lane Holiday Park — Local services in Melbourne

Hello Big 4 Yarra Valley team, My husband and I stayed at the single belle tent. Our reservation code: HMP9ACS4QA

Lets point some unpleasant things that happened:

At reception doing the check-in: I left my husband doing it while I went to grab my passport at the car, when I came back the receptionist had almost "everything" done... What is bad? The reservation was in my name, no one checked if I was in fact the person who made and paid the booking... And also she didn’t even looked if I had done the Victoria Service Check-in! Which made me think that lots of people in the camping may do not have done either, so how can we know that everyone there were fully vaccinated??!!. Complaint Point: Unsafe at all!!!

Arriving at the tend: The place was smelling moldy and looks no one took the opportunity while cleaning to place an ozone machine or at least left the entry only closed with the with the insect protection screen until the smell leaves. At this stage I have already noticed as well that the place was poorly cleaned. Many spiders webs and this freak me out... Complaint Point: Cleaning Failed

At night: We left for dinner (and to buy insect spray) and not surprisingly but for us terrible we found a huge spider inside the tend. Here guys, I really understand: First we are in Australia, Second we were at the bush. However, there is no way that spider remain there if you had done a deep cleaning at the tend! We went at the Reception, the man who attended us, gave us another spray and said that he couldn’t do anything. Great! I really get that for you this is normal, but not all people can stay relaxed in a place with the biggest spider that we ever seen! Ok, we killed it, spent almost the 2 sprays doing that and applying in every where else. What made us spend some hours inside the car in order to be able to breathe inside the tent again.

It Looks funny isn’t? But, we have paid $250 a night to relax and enjoy the first scape out the Melbourne's lockdown and this was AWFUL!!! I barely slept searching for another spider...cheerfully this didn’t happen, however another weirds insect still having access to inside the tend...

Complaint Point: Don’t ever cross your mind that people who rent this kind of tend normally do not want to do an traditional camping? So they look for have an experience in the nature, but in a "luxurious" way. Stay there was everything LESS luxurious.

Please guys, improve. Its not good for the price you charge.

Thank...

Sorry to say, but for the premium we paid for the glamping tents (200$+ per night) is not worth it. I am currently inside it (July month, peak winter), and it feels like I am in a freezer right now. They only just have electric bed-sheets to protect you from the cold and unfortunately they don't even cover the whole bed. Result, it's freezing. An heater inside the tent was least expected. Big no for small kids. Also, no dedicated washrooms for glamping tents. Shared between a lot of tents. So, dont expect that to be clean. Not impressed.

Updating based on the owner comments/reply - If we were supposed to go camping/glamping by our own, we should not had booked for your tents first of all. We had a small baby (less then 2 yrs) with us and we thought based on your description it will be a relaxing experience and good break for us. It was not. The heating system of the tent was inefficient. Just a heated bedsheet was provided which were not proper as it was not heating up a good 1 feet near the edges of the bed. So, it was very uncomfortable to sleep, especially near the head area. And do you expect everyone just to sit on the bed all the time, that's why you are not providing anything else in the room? You can update your page asking guests to get all the camping stuffs and sleeping bags in that case. The tents were mouldy. And visibly mouldy. Not sure when it was last cleaned. The so called (publicly accessible) private ensuites were just cleaned once a day. The logs are there in the washrooms for everyone to see as a proof. Even that is not done properly. Imagine multiple families using that, and it only gets cleaned once a day during the morning time. Is that the hygiene standard you provide in a private business?? Our tent was unfortunately beside the makeshift toilets and the drainage was not proper for that, as you can notice water (or whatever) leakage coming to the area where people are supposed to walk. So, the whole area was utterly unhygienic. Yes, because I paid 200$+ per night for this, least i expected was the place to be comfortable. When it was too cold, and as simple as a room heater not provided, I raised that. Seeing your reply seems like you need some more training in your customer interaction field and to learn how to take customer feedback positively. And ooh la laa!! to you too, hospitalibility business is not for everyone. Unfortunately...

Positives:

1: Very tranquil. 2: Lovely birds they eat from your hand. Awesome experience for the kids. 3: Staff are wonderful 4: Bathroom and Toilets, very clean. And there are so many which makes it so comfortable. 5: The Creek is a bonus. Lovely stream. 6: Love the fact you can do firewood by the creek. 7: I would prefer to tent as it brings you closer to the creek. 8: Cool wild life, we had possums visit us by the campfire. 9: Kids can enjoy the pools. 10: There is amazing fish and chips shop not far. Its called : East End Fish and Chippery ( Ask them for fresh flake not pre cooked. You will love it.) 11: Super comfy bed in the white tents you hire. 12: Nice air-conditioner in the tents. 13: Love the campsite has great water pressure and power sites. 14: Other campers were very friendly around us. Big shout out to Serah! LoL 15: Really comfortable place for families with kids.

Negatives:

1: All though we were told the pool is chlorinated. And Healthy to swim in. I would like to see improvements in water clarity just a bit murky.

2: Would love to see the small lake filled with more trout, all though I was told their we're trout in there. I think it would entertain the children more if they fully stoked it with fish. Their wasn't much activity, would be nice to see more activity like catch and cook would make it awesome. Perhaps they can charge for each fish caught where it helps the lake get funded to continue to stock trout. Will make it so much more fun I think.

3: I think it can be pretty pricey though during peak season. $96.00 per night 2 small children and 2 adults. Even when you sleep in your car or put up a tent. Of course it's peak season it's probably like a lot of other places.

4: it's about $300 bucks to hire a white tent house during peak season. It's nice got fridge in their and aircon in some. But because we were 4 people we ended up using only 1 of the two tents, because our kids like to sleep with us, and the king size comfy bed is huge. So I would recommend to only hire out 1 tent of course you can sleep with your kids as well. We did and it was super comfortable. So basically one of the two tents were never used.

Would I come again, on a better deal?

Yes certainly!

Thank you again, and I hope this wonderful place...