Bachcare / NZ Accommodation in Parnell

Turns out they are still an awful company and love to keep peoples money when they have done no work!! We had a house booked from early on in the year for Xmas time but unfortunately circumstances have meant we now don’t need the bigger home.… With more than 3 months notice before our stay I emailed to see if we could swap to a smaller property and had no replies at all. I tried calling more than 10 times and no answer along with 2 emails before it got close to their cut off date where they would of charged us the full fee so I went into the system and cancelled the booking to allow the owners more time to rebook while I waited for a reply. With still no reply to my questions and the property being rebooked fully by someone else within 2 days all they initially refunded us from our deposit (over $1500) was our cleaning fee of $120 - I challenged this and have now only had 50% back still trying to get the remaining amount.

How this company sleep at night making money off people in this way is disgusting they told us the owner was unwilling to refund the remainder too which makes us incredibly mad. They are at not loss so why do they get to keep our hard earned money especially when they take weeks to reply and have never even responded to us re if we could change to another property. Upon leaving a google review yesterday they replied trying to say they offered us another property which was absolute lies we have had no reply!! Please DO NOT book with this company. They are shady as anything and we will be looking at small claims."

We booked 3 weeks before our check-in. Unfortunately the next day I got told a date for my surgery had been set which would mean I could not drive.
The next day we cancelled, thinking that a)being only one day after the booking we were not preventing someone else booking b) it was out of our control but we have been told "tough".

I understand it could be a financial loss to the owner if it was a number of days between booking and cancellation but in this case their… would have been no loss.

I expected common sense to prevail to work out a solution. Even if the money was put in credit.

I then said "OK", can we uncancell and I will try and fing a driver to get us there. But "sorry, we can't do that".

No reason., they just can't do that.

In fact, they were not even interested in talking about options, or a solution etc.

As I have found out they are under investigation from the Commerce Commission. And by the looks of most of these comments I am not the only person that is finding this not fair."

Just to give an idea of the problems we have had. Twice we have arived and called the number that we are asked to call only to not get an answer. Thjs means we have to sit and wait for the first few hours of your holiday. Then the properties are… generally not cleaned to a high standard. Finally recently a few days after booking and over a month before we are due to arive we had to cancel a trip due to me breaking a rib and being told i will not be able to travel. There was no compassion at all. Actually i felt that they where overjoyed because they get to take $1500 from me for nothing.

Please take my warning. Having been in business for years i have a knack for seeing a bad egg. This company really are shocking and if you want a pleasant holiday do not take the risk."

The Bach was superb, a great location and ideal for our family group. I would recommend this to anyone travelling to Taupo and would not hesitate to book again."

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