Bachcare The Holiday Home Co

I would not recommend using Bachcare to anyone unfortunately. We had a problem with the accommodation we booked in the Coromandel as the house leaked badly in heavy rain. Our biggest issue was the lack of communication. Phone calls were not returned when they said they would make contact. The refund offer from the owner was less than one third of one nights accommodation. The apartment leaked in three rooms and mould was growing on the walls. We were told the owners knew it leaked in heavy rain. Why was it able to be rented out???Avoid Bachcare at all costs!!

Wow Bachcare team, where did customer service go as well as any form of empathy? Feb 2, 2023 we made a booking for a Wanaka Home of substantial cost for 12 nights from 31/7/2023 for the purpose of skiing. On April 3, 2023 I was advised by their customer support team to write an email outlining the reasons for wanting to reduce our stay to 7 nights instead of the 12 booked so Bachcare could present to the owners. On April, 5 I received a very patronising email from Bachcare and decided to contact their support team to ask if the owners had actually been spoken with or sent the email. Apparently not, as their management make the decision and obviously can't be bothered. Clearly their customer support team are ill advised. I understand the owners of property live in NZ so contacting them is not hard would you say?Given the time frame between April and August it is certainly possible to re-advertise the property for the 5 nights and consider a reduction given the time frame without losing the desposit.Property owners I think you can do better than Bachcare to look after your holiday property. They do not represent you well.Bachcare, you have to hunt through your T's and C's to find the relevant information one is looking for. My beef is that there is not one little bit of empathy in order to assist.This circumstance would have to change before I would ever consider using Bachcare again.Sorry property owners.

Frustrating company to deal with" is a frequent comment in Bachcare's Google Reviews whenever anything goes wrong

25 Island Resort Whitianga.The setting and house were lovely but I’ve only given 1 star because of the problems we experienced. We were disappointed to arrive and find the spa wasn’t working and a boat parked at the end of the jetty. We later discovered that the jetty is rented out and was not included in our stay, although (now removed) it did say about having room to park your boat. The fridges ice and water dispenser was also not working and there were no cooking knives, spare rubbish bags, potato peeler and some other utensils you would expect as standard, plus no large sauce pans for making big dishes and all the trays for the oven were filthy so we had to buy disposable ones. This isn’t what we expected from such a large kitchen which boasts in its blurb, “features all of the sleek mod-cons required to prepare your favourite meals with ease”. As for the BBQ, it was filthy and we had to clean it before we used it, it was quite small so got a bit cramp cooking more than a couple of items.We had no welcome pack and only managed to find the wi-fi password in a cupboard from what we think was a previous guest.I spoke to Bachcare who denied knowing that the spa was out of action and the property manager who claimed the owners were meant to contact us and really didn’t care. Later found out that owners do not have customer details so not sure how that would have worked. A couple of days into our stay the property owners friend came across from her home to see what our problem was, she was disappointed to find all the issues and was very good at providing us with knives and rubbish bags and would sort the fridge but too late for us. She explained that her son rents the jetty but kindly moved it for the rest of our stay so we could jump off it. We were told the spa needed an electrician which would not be there before the end of our stay in fact not before the end of January.I rang Bachcare several times to inform them we of the problems and that we were not happy and expected some form of compensation as this was a very expensive accommodation for one week, but they never ever got back to me. I kept on calling and explaining and finally got through to a Bachcare department who sorted out compensation, four weeks after me first contacting them. The refund was minuscule and a huge insult as it wouldn’t cover two people having a spa let alone five, so after more talks they matched the owners refund, which still didn’t really satisfy me but I just wanted to get on with my holiday and accepted it.After this experience I will never use Bachcare again no matter how much I like the look of the property. In our travels we came across lots of people who said they would never book bachcare again because of their poor customer service, I wish I’d known before!

Extremely disapointed with the care we received from Bachcare. Due to the flooding over Auckland Anniversary weekend we could not travel up North as it was highly unsafe. Members of staff over the phone advised it was still safe and accessible on their end so there was nothing they could do. This is highly unsafe and inconsiderate. The policies are cleverly written to avoid providing customers a refund in this case only offering to reschedule. Won't be using Bachcare again.

Do not recommend using Bachcare, terrible customer care. Arrived at our accommodation, followed the entry instructions, upon entering the home an alarm went off, no alarm code was provided by Bachcare. Husband and I both spent an hour trying to get through to customer care line, however no one answered & calls were cut off. Spoke to neighbors to see if they had any contact details for the owners, no luck. Went to the local shops to see if any locals could shed light, again no luck. It was now after 6pm Fri so we had to make a call, stay (with our infant in the car) & risk not getting into the house, or go home.Drove 2.5 hours back home. Raised issue with Bachcare the next morning, Bachcare team showed little urgency or concern for the situation, took hours to get a response. Subsequent emails over the next three weeks were dismissive and condescending. I acknowledge we did get a refund, but no compensation for the wasted time (day off work for 4 of us), travel time & petrol etc.During my final phone call I said that I would be writing a bad review & ensuring no friends or family ever used Bachcare, at which point the person I was dealing with asked if he could work something out for another travel date, bit of a joke really & shouldn't take mention of a bad review for a resolution.

We booked a house for my mom's birthday around 20 days in advance, but we had can cancel a day after the booking, we ended up losing $1000 because their 30 days policy" which was not even mentioned. In comparison we've used AirBnB many times before and this has never happened."

One of the worst customer service experiences I have ever encountered. Made bookings (2) in June. Bachcare required a $750 bond for the second property immediately on booking, 6 months before we were staying. They told me balance would be charged to my credit card in November. In November received an email saying payment hadn’t been made and if I didn’t pay in 24 hours bookings would be cancelled. Rang, policy had changed, no longer deducting credit cards, payments had to be made on line. Had told some clients of this, not others. We had an issue at one properties which required the owner to be notified. Contacted Bachcare four times over 4 days, they promised twice to have someone call; never heard from any one. Ten days after we left got an email from Bachcare saying there was some damage, and bond wouldn’t be repaid until this was sorted. I contacted the owner, she was unaware of this, hadn’t ask for any money for repairs and promptly asked Bachcare to refund our deposit. Rang Bachcare; person couldn’t help me, refused to put me through to a supervisor or manager, as ‘they don’t speak to people’ She did offer to discuss the issue I had with the BBQ. Only problem was we never ever mentioned an issue with a BBQ. Appalling service, would never use them again. Bond finally refunded 4 weeks after the stay.

Customer service ruined our experience, they were well aware that the worst cyclone in NZ was here and still expected us to stay there the full weekend despite cyclone arriving. My family and I were hesitant to stay for the duration of the trip (Fri-Sun) in fear of getting stuck up there, asked bachcare if we could have a refund due to warnings of land slides and flooding, bachcare refused to help or work things out. Only spent Friday night at the Bach to try and make the most of it, but didn’t get to spend half of what we had paid towards the Bach before leaving Saturday when the cyclone arrived. Still declined our refund request.

We stayed at two Bach Care managed houses. One otherwise immaculate Lake House in Te Anua had a vomit-inducing filthy spa, despite the additional cleaning fee on top of the most expensive nightly rate in the area. No response from BachCare. Zilch.Second house was in National Park near Tongariro NP. We were robbed at this quite remote luxury rental. Every door opened, every belonging tipped out, every pocket gone through. Police report complete, the suggestion was that it was someone watching us leave the house for a bushwalk.Bachcare were advised at 3:30pm that a door had been jemmied open, $4,000 worth of things stolen and the house was no longer secure. We requested another house for our remaining night, and a locksmith/handyman to make it safe.We then phoned again: no confirmation of either. At 8:45pm Bach care phoned to say they couldn’t locate a locksmith so the house woukd not be secure. She then asked did we want her to look for another property? I was so upset Bach Care hadn’t even started to look for alternative accommodation since the initial call at 3:30pm. She said it would take at least 20-30 minutes to find something, if there actually was anything free.We gave up as it was getting dark, then had a literally sleepless night waiting in case the burglar came back, and we left very distressed the next morning.We have not been given a full refund for that unsafe night, the owners have been utterly silent, and Bach Care have been abysmal in their lack of responsiveness. Appalling. Amazing place, beautiful view, but sitting ducks for thieves.