Key Takeaways:
- Lake Taupo Holiday Resort is experiencing an overwhelming volume of visitors, leading to difficulties in communication and customer service.
- The resort’s new management system, implemented after its sale to Australian property group Hampshire Holiday Parks, has contributed to the issues.
- Some guests have reported struggles in getting in touch with the park to discuss bookings or query payments, with one guest still waiting for a refund.
- Despite the issues, some guests still recommend the resort and attribute the problems to the busy season.
- The resort’s management has acknowledged the issues but has not provided a public statement on the matter.
Introduction to the Issue
The Lake Taupo Holiday Resort is facing an unprecedented surge in popularity, which has led to a breakdown in communication and customer service. A post on the NZ Fun Adventures Facebook page about the resort garnered hundreds of comments, with many guests expressing frustration at being unable to get in touch with the park to discuss bookings or query payments. One such guest, Sam Barnfield, had a great vacation at the resort last year but has been struggling to get a refund he claims he is owed. Despite his initial positive experience, Barnfield now regrets his visit due to the difficulties he has faced in trying to contact the resort.
The Impact of New Management
The Lake Taupo Holiday Resort has been developed, owned, and run by locals Lloyd and Trish Lusty for over 25 years. However, last October, it was sold to Australian property group Hampshire Holiday Parks, which appears to have had a significant impact on the resort’s operations. Barnfield believes that the new management system has contributed to the issues he has faced, citing the resort’s claim that they are "slowly catching up on new processes and bits and pieces." This has resulted in a lack of communication and responsiveness from the resort, leaving guests like Barnfield feeling frustrated and ignored.
Guest Experiences
Amanda Schoeman, another guest who posted on the NZ Fun Adventures Facebook thread, had a mixed experience with the resort. She had previously stayed at the resort three times in the past five years and had always been able to communicate easily with the park. However, this time around, she found it harder to get in touch with the resort, particularly when trying to book a designated stand. Schoeman noted that the resort had offered a Boxing Day discount sale, which may have contributed to the increased volume of inquiries and bookings. Despite the issues, Schoeman still recommends the resort, stating that guests will have an "absolute blast of a time."
The Busy Season
Jono Collins, who also commented on the Facebook thread, believes that the resort’s issues are largely due to the busy season. He compares going to a campground during the Christmas/New Year’s period to going to a supermarket on Christmas Eve, where one should expect long lines and crowded conditions. Collins thinks that the resort is probably one of the busiest holiday parks in the country, especially during this time of year, and that guests should adjust their expectations and be patient. However, this does not alleviate the frustration felt by guests like Barnfield, who are still waiting for refunds or resolution to their issues.
The Resort’s Response
RNZ approached Lake Taupo Holiday Resort for an interview to discuss the issues and Barnfield’s case. However, in a statement, park manager Sashah Macleod said that they were in discussions directly with guests and would not be commenting publicly. This lack of transparency and communication has only added to the frustration felt by guests, who are seeking answers and resolution to their issues. As the resort continues to navigate its newfound popularity, it is essential that they prioritize communication and customer service to ensure that guests have a positive experience.
