Napier Beach TOP 10 Holiday Park — Local services in Napier

I’ve stayed at Napier Beach many times over the years, including the entire Covid lockdown, and have always spoken highly of the park.

To give some background, this was even the campsite I chose when I escaped an extremely abusive relationship to heal and rebuild myself — and it helped me do just that. I even gave them positive publicity in the past through interviews with NZ Herald, Stuff, and MoreFM about my full-time nomadic lifestyle.

Sadly, my most recent experience left me so traumatised that I felt I had no choice but to leave the campsite immediately, and a week later I suffered a severe anxiety attack that required medical attention.

I want to be clear: I’m not writing this to name and shame, damage anyone’s reputation, or harm their business. I’m sharing it to stand up for myself, to process what happened, and to remind myself that I do have a voice.

The issue began when a school group was blasting extremely loud music on a large outdoor speaker. It was so loud that even from 400m away my caravan windows were vibrating. I posted a short video to my personal Facebook (seen by fewer than 1,000 friends, not my business account with 15k followers) to share my experience. It wasn’t aimed at the park, wasn’t a complaint, and I deleted it soon after when I realised it was being interpreted in a way I had not intended.

Days later I received a phone call from the park manager. The tone was rude, interrogative, and unprofessional. Because I suffer from ADHD and anxiety, I went to reception to check if I had misread the treatment over call as this can happen in any situation. I had not — the same dismissive treatment continued, even after I disclosed how shaken I was and even showed how my hands were shaking. I made it clear that my concern was not the music itself, but the way I was being treated. This received no recognition or even a change in the way I was spoken to, so I turned around and walked out of reception.

I later received a call from the owner, who said he stood by his manager and repeatedly focused on the Facebook video over and over again. Despite me explaining that the real issue was the way I was spoken to and treated, not once was this acknowledged. The same happened in the emails that followed: my concern was ignored, while the focus remained on the video I had already apologised for and removed.

I left the park first thing the next morning, even though I had paid for a four-week stay and was only in my second week. No refund was offered, no apology given, and no acknowledgement even of my treatment or email.

For me, this was never about the noise. It was about respect. Guests deserve to be listened to and treated professionally when they raise concerns. Unfortunately, my experience showed the opposite.

Ironically: 1️⃣ This was the very campsite that helped heal me years ago to the point where I can finally stand up for myself and for what is right.

2️⃣ Their concern was that my short video might damage their business and reputation, yet in the way they treated me, they’ve done far more...

To Jerome, I'm sure you will be putting things in place now after being exposed. No one mentioned social media this is a platform to leave comments which is what I've done.

I was told I would be given 2 cabins with the best sea views and thats what I paid for $601.00 for 2 nights and I was given the 2 back cabins with no view?

No matter what you say I am not going to change my view this was my experince and what I believe was dishonest and degrading towards my family and myself.

Do not respond to this again and unless you want to meet with me to discuss this further like I said you have my number

Worst ever experience my family have ever had in the 53 years I have stayed at a Holiday Park Accommodation. My family were discriminated against and given the worse accommodation the park had to offer. I called on the 26/08/20 to book 2 cabins for my family and spoke to Anika the receptionist. When booking the cabins I requested the best they had and cost wasn't an issue. I was told they had 2 sea view cabins available and were the best they had, so I confirmed the booking and made the payment of $601.00 We my family arrived our cabins were at the back of the 2 cabins with the view with a high hedge in front that blocked our view. The rooms had a smell of dampness and the heating was 2 small oil heaters that took all night to heat the room. I called Anika and told her these are not the cabins I booked and why wasn't I given the 2 cabin with the sea view which is what I asked for, and that I had asked for the best they had. Anika told me the 2 cabins were booked for the 2 days as well. The next day the 2 cabins with the sea views were still empty so I called Anika and asked again why wasn't I given those 2 cabins and again I was told because they were booked. The last day of stay the 2 cabins were still empty and I now decided to talk to the Manager because I was very unhappy and my family and I felt like we were discriminated against and lied to. After making my complaint via email because Jerome the Manager wasn't available and neither was Anika, the only staff attending to the front desk was Susan the Kitchen Staff. Jerome the manager replied to my complaint via email and basically told me that as the owner they can decide where they put their guest and they will not be looking into this any further.

To Jerome and your staff you have no values or morals, you are a disgrace to holiday park industry and if you were aduited you would be shut down because your processes are flawed.

Please feel free to call me you have my number Stirling &...

We stayed at the park last weekend, two young families. The park itself is okay, more basic facilities than our first holiday park but we were prepared for that. Showers cost $1 for 5 minutes which was fine, though it would be good to have a note of this in their Park Features or FAQs in the Top10 website. Our booking experience wasn't very good. This was our second Top10 with Hanmer as our first. I booked two weeks before our visit and booked for two powered sites to charge our EVs. I assumed the park allowed EVs based on our experience in Hanmer and there were no indication in the Top10 website that EV charging was not allowed. A few days after booking, I inquired about whether charging the EVs would be okay upon advice from my husband, to be safe. I was told that it wasn't allowed based on advice from a specific car brand which doesn't appear to apply to all EVs but I understood that that was the holiday park's call to make. I requested to move to unpowered sites and was told that there would be no refund available. I thought that was quite unfair as booking a powered site to charge an EV was a reasonable assumption to make based on no warning given on the website, another Top10 holiday park allowing it and our EV not requiring any more Amps than a standard campervan/motorhome. I would have expected a bit more flexibility provided we inquired well before our visit about a policy that was not communicated clearly in the first place. Suffice to say, we will not be coming back.

NOTE: based on the response on my review, this park will lie to try and descredit the customers' complaint rather than listening to them. DO NOT GO HERE. The park refused to give us a refund for requesting to move from a powered site to an unpowered site even though it was 10 days before the reservation, well before they communicated the No EV charging policy. We ended up paying a higher price for power without being able to charge and they are the ones who are accusing us of wanting to use free power! I have supporting evidence and screenshots to back up my claims from my emails with...