Would not use Bachcare again. BEWARE. their terms and conditions are worded very sneakily (which i did read, but they are not remotely clear nor do they make sense). I needed to cancel a booking more than 2 months in advance. I thought i would lose the booking fee, fair enough, and a 30% portion of the remainder of deposit i had paid. but no you lose the entire deposit! That was $200 I lost for a booking more than 2 months away, and the only service they had provided was a website booking platform. No work went in to this, no service was provided. And No way to even get a credit to put towards another booking. they must make an absolute KILLING off peoples cancellations. VERY VERY POOR!

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.

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.

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!!

This is a very frustrating company to deal with!! I was contacted nearly 1mth ago to say that my booking that is paid for in full had to be cancelled as the owners of the house wanted to use it. Bachcare offered another property which I accepted. To date, after numerous phone calls and emails I still have not received a confirmation email to confirm the new booking and the original booking is still showing in my app as confirmed. Staff appear friendly but lack action! This should not be difficult! I am a frequent traveler too so sadly would not recommend this company.

Unfortunately this Bachcare has bad customer service and communication. I had been given a $400 voucher and with the covid restrictions and unable to work etc unfortunately I’d put it to the back of my mind, then noticed it had expired by one day, contacted Bachcare immediately via email and phone to see if I could have an extension on the voucher. They told me at the time that they were aware of the issue and I would be contacted but then they didn’t get back to me. Recently I contacted them again and received an email saying: “We are not able to extend the expiry date of the Voucher. Our system does not allow it.” I very rarely complain and I understand that it was my mistake to begin with to let it lapse but imagined under the circumstances there may be some kind of compromise considering they received $400 for doing nothing. Basically I won’t be using this company again, it’s like dealing with inland revenue when you have an issue, there’s no compassion.

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.

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!

Strongly recommend you read their cancellation policy carefully before booking, very very inflexible. Had to cancel less than 24hrs after booking due to unforeseen circumstances but as within 30days all they would offer is refund of the cleaning fee. Even though still 20 days out from the date. Other services like Airbnb much better to deal with in this situation.

Don't use services of this agency. Very poor customer service and not client oriented. I cancelled the booking 2 min after the reservation because I realised that I mixed up the dates. They hold 30% of my deposite regardless their own T&Cs that says: 10.3.2 You can cancel the Bachcare Services to the extent they have not been provided at the time of cancellation and we will refund you the Bachcare Service Charges for those undelivered Bachcare Services, minus any costs reasonable incurred or committed to by us in anticipation of provision of those Bachcare Services. They didn't answer my emails and I had to call them several times. Highly not recommended!

Complete disaster booking with them. I personally do not recommend this company. I lost $1000 bucks to them for cancelling my booking which was the very next day. Coz these guys wont refund you. They offered me to have a stay for some another time period which I did and they put condition for 4 day min stay and charging us $1200 on top of what we already paid. No but thank you never ever gonna book with #bachcare again..

Would give zero stars if I could. So many hidden terms and conditions to extract money from the customers! Whosoever is reading this, please please please don't use Bachcare to make any sort of booking. Their customer service is terrible and their terms and conditions are impossible to comprehend. If you ever make a booking and decide to cancel it, your entire money will be gulped by them and you'll receive pennies as refund. Airbnb is so much better that this. I thought I was supporting local but will never use Bachcare again.

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.

The place was fine, this is nothing to do with that. But Bachcare customer service was terrible & I don’t think I’d trust them again. I was told the owner found my glasses, which I thought I’d left there & apparently gave them to the Bachcare manager. They then told me they had them but never sent them out. Then told me they didn’t, then did, then didn’t, it went into. I was also told they had been dispatched, they hadn’t.I was told they’d ring me back they didn’t. I asked to speak to senior management, clearly something was going on here & they said I couldn’t. No number to contact anyone else, other than the one I used multiple times & they didn’t do anything. To me this sounded like someone had stolen them & they weren’t interested in doing anything about it.

The property we stayed at itself was great however we were left bitterly disappointed by the service of Bachcare. We wished to stay an additional night and called their customer service. They took 45 minutes to sort it out because they had to call the "property manager". It sounded like they were in an international call centre and had no idea what they were doing. I had to repeat myself many times and I was asked multiple times to key in my credit card details to make payment because it wouldn't work. They had my details on file which they could have used. They accused us of pulling off a spa nozzle and headrest. The spa was not new and it was due to fair wear and tear. I certainly would have required a special tool to remove these and also why would I? They refused to explain how they think we could have done this and had no problem stealing the money from my credit card without my permission. It seems like a scam as it would cost more to fix than they claimed. Hope it was worth ruining our holiday over you burglars.

It was very disappointing to see broken outdoor furniture supplied. 3 seats were provided for 4 guests. 2 seats were broken and the table was warped, with nails exposed. We felt this was dangerous and contacted bachcare, but our emails and phone calls were not acknowledged. Bedrooms were very damp, with mouldy curtains. The smallest bedroom was so damp our son slept in the lounge as it effected his breathing. Dishwasher was useless, crockery and glasses were dirty after being through the dishwasher. The dryer was useless too, and turned itself on and off at random. We found 3 smoke alarms at the property, 2 on top of the fridge without batteries and one in the bedroom which fell down on day 2. Not sure how this complies with health and safety regulations? The location of this property is excellent but having been there many times 20 years ago, when our family friends owned it, it was sad to see it so unloved.

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.

You can not reach these people. We arrived to several booked and fully paid holiday homes and the property key was not where they told us it will be. Nearly impossible to reach them on phone or email. We had a blocked drain at one property on arrival, we called and also emailed that we need this urgently fixed. Zero response for our entire holiday stay. Still waiting for a refund they promised 6 weeks ago, that should take a few working days to process. What else would you like me to say ?

I am so disappointed and wish I had never booked my holiday with Bachcare. I had booked what I thought was a year in advance and mistakenly booked two years in advance so incorrectly punched in the date. Other than my disappointment of not being able to go on holiday this year which I accept was my bad, I was told over the phone twice that because it’s being cancelled a year in advance I would get a full refund. Then got sent a mailer thereafter saying that actually they will charge me 30% for cancellation this is a heavy lesson for me and I am horrified that Bachcare has no remorse for how they handle customer queries. I will never book through their platform again and will voice this to everyone I know!!! What a disappointment

I was really disappointed in every interaction with Bachcare. I had to ask for our holiday rental details a week before we left, our access details were incorrect when we got there on a hot day with my elderly mother, and we were not able to contact the call centre or local agent for 4 days to tell them that we needed a plummer to fix the washing machine that flooded the laundry, fix our blocked bathroom sink and the leak in the pipe on the lawn. We left and these issues were not fixed for the poor person who was coming in that afternoon. Not good enough when its high season and you have paid good money to rent a home at the beach after a long year of COVID Bachcare!

"Frustrating company to deal with" is a frequent comment in Bachcare's Google Reviews whenever anything goes wrong, isn't it? Along with: "friendly team, but..." - I'd echo this. Our story is quite reasonably asking to delay our booking at Waiheke for 1 week, heeding the Met Service's warning that Cyclone Gabrielle was going to be NZ's "worst storm this century" (just 2 weeks after widespread flooding & slips in the region from a lesser storm). Bachcare's website said the dates were free, after all. No loss, right? This was only 4 days prior to our arrival date, so I understand complete flexibility is not within any company's power, but the 'Force Majeure' clause in Bachcare's contract is unfair and would not stand up in court. That's not the hill Bachcare chose to die on though - their weather scepticism bureau, possibly outsourcing to Trump's Truth Social Media platform, informed us we would only be able to negotiate a change of dates ON THE DAY OF OUR ORIGINAL ARRIVAL DATE (which was the day before the cyclone's predicted landfall) "because we can't even be sure it will arrive". FFS. Right, so we'll just ask Air NZ to hold our flight cancellation too, just in case the Cyclone turns out to be "fake news"? By the time the day-of-impossible-arrival rolled around, the govt & the regional council had asked citizens not to travel unnucessarily, to ensure folks had food & meds for 3 days, and to brace for impact. Bachcare's response? An automated form letter saying that unless it was impossible to drive to your booking, you were on your own. Does not being able to fly because AirNZ cancelled all domestic travel count? OMG. Our email request for contact from a manager? Ignored. To add to the farce, on the appointed day when we rang to finally negotiate the one week delay in our booking, you'll never guess, Bachcare was so overwhelmed with calls from everyone cancelling their Bachcare bookings from Cape Reinga to Napier, they couldn't attend to our request for several more days, and then only after pestering. Yikes! And finally they agreed. To what we'd asked for a week prior. No apology. The only reason this 'worked' is because we decided to rebook our flights & hope commonsense would prevail. Gentle reader, this isn't competence & it sure ain't good business practice. But judging from the content of their negative reviews, it was 'just another day at the office' for Bachcare.

Borderline criminal. Although I cancelled prior to the booking date because a storm amde it impossible to travel, they never refunded a cent, INCLUDING the charges for cleaning (which was never delivered as the property wasnt used by me, or for the additional charges for a pet, which obviously werent required as we didnt go. Refused any sort of engagement apart fromvia a customer service person who simply said "you are not entitled to a refund" despite repeatedly asking to speak to management. Avoid using this lot like the plague.

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.

Loved our stay here. Homely, comfortable and amazing views. The spa was a hit with our two small pals, as was the piano. Apologies to any neighbours who had to hear numerous renditions of Chop Sticks. Would love to go back.

I'm highly disappointed after giving bachcare a second chance. My first experience with them is just over a year ago. My husband and I booked the place and got there without having received the info we needed to get into the house. They told us to email them when we left, we did and it was about a 5 hr drive. Signal was poor so we struggled to get through and even when we did we had to wait for long for someone to pick up and then we weren't getting help as bachcare didn't know where the owner had left the key nor could we contact the owner directly. Eventually this was resolved. 6 months later we got an email saying we damaged the hottub which we didn't nothing came of this thankfully. Now hubby and I booked again for a snowy escape, taking our dog as it was advertised as pet friendly only to be told it is not and we cannot get a refund because we didn't give 60 days notice (we booked 2 days ago for next weekend, last minute decision for fun). I regret trusting them again, I thought it was a one time thing and we are barely getting any assistance and waiting forever just for a response. If I have to, I will take this further as it was false advertising and I have proof of the ad saying pet friendly. Only rules are no parties or event and of course we weren't going to do that. I'm fuming. Last time I ever use you guys and I'll be spreading the word of the poor service to save others unless this is rectified. It was bloody expensive and the only reason we went through with it was due to the fact that we "can" take our doggo. Also she's small, fully house trained and has been a pleasure along with us on our trips with no complaints from anyone, ever. I don't care to hear Covid as an excuse for delayed responses as bachcare said they were rectifying this issue last year already so I assume new staff was hired to help the load or whatever other solution has been implemented by now, otherwise this just looks bad. Also they deal with booking.com and use them as an excuse for not being able to assist. Why are so many people ha doing one holiday home? Come on guys!

Beware of bachcare. All they are interested in is taking your money. We canceled a booking. Their customer service said we will be refunded cleaning and linen but not the room we already paid for. We agreed but ended up getting only cleaning fee. Despite them twice confirming that we will get the refund. Now we are asked to provide proof that they promised the refund. I am disillusioned. Would never book with them. Expedia or booking are heaps better.

Perfectly situated, Walking distance to cafe and beach. Clean and tidy house. Nice and warm during the winter when we visited. Unfortunately the hot water was turned off at the mains and we endured cold showers before we realized we needed to turn it on. One of the double beds is too soft and clearly old and squeaks every time you move, could do with a new one.

We stayed in this house in March 2022. The property is beautifully positioned with the garden leading straight onto the beach. However, be aware that the property is very, very tired and unmaintained. We could only get into the garden through the sliding french doors as all the other doors had handles missing. Some of the kitchen doors are broken and peeling apart; the dishwasher did not work and the curtain rail fell off one of the windows in the master bedroom on our first night. Great location but overpriced for the condition of the house.

Location is stunning with an easy walk down the back yard steps to the beach. But the house itself, whilst sizable with great view is very tired. Lots of electrical stuff not working, a BBQ that's dangerous and a big deck that you cant walk on because of exposed nail heads just a few examples.

The house was good, neat and tidy. However, we had issues with the wrong lock box code. The bachcare team helped to resolve our issues and provided refund. Thank you team...!

We strongly discourage renting with Bachcare. We rented a house with them, and it was excessively dirty, with the equipment in deplorable condition. The non-functional washing machine and highly unstable wifi made it impossible to work. The outdoor garden was marred by garbage, including empty beer packs. A dirty cap was even discovered behind the couch. The carpet was laden with dust, and the list of issues was extensive. Save yourself the trouble – avoid dealing with this agency.

Bachcare wanted to charge me $175 to provide linen for a two night stay. No option to bring your own. It's already prohibitively expensive to hire a house for a family holiday, and we now won't be taking our only trip away to a much-loved location - atleast not through this platform. A money-hungry and dismissive company, who were unable to give a valid reason why they force people to hire linen rather than opt to bring their own.

Highly disappointed with the customer service and lost n found property management. 1. On my trip to Taupo, I was not given the correct lock code and had to wait for 45 mins at the property on customer care just to realize that the property was managed by other agency as well and they had shared new code with Bachcare which was not given to us. CC agent#1 said they will send the Property manager, when there was no call or sight of the property manager for more than 30 mins, I called the customer care that's when agent#2 gave a new code. Property manager called us only after we got the access to the property making we wonder on the slow response, lack of training and turnaround time service Bachcare has to offer. 2. I forgot my mobile charger on return. I was calling the CC every week to get an update and I was told we need to check with the property manager, we will get back to you but no progress was made. Finally I tried on the social handle, I  was told the charger was delivered on the next day of my departure; on checking the tracking ID they shared, Bachcare had delivered it to an incorrect address. Now that Bachcare has delivered the charger incorrectly due to their negligence and me trying to close this matter I am not getting any required vigilance and support from the customer care and social handle has ghosted me. Not at all happy and frustrated with the kind of service bachcare has to offer. Even though they claim being the best in business to offer great holiday home, they are yet to learn customer support after the service. So if you plan to book through bachcare do not ever lose any belongings as they are incapable to support.

I made a booking through another site, and Bachcare were the hosts. I didn't realize at the time of booking that my credit card would be charged in full. The property was advertised as free cancellation up to 30 days before, a good 6 months from time of booking. I spent a bit of time trying to get in touch to ascertain when I would get my refund, and was getting nervous reading some other reviews. HOWEVER, I used the messenger app to contact Bachcare and received immediate help. I was assured my refund had been processed and was sent a receipt of the transaction, so just waiting for my bank to show it now. The service was great and I would definitely use again. Thank you