Surf 'N' Snow Backpackers

I was surprised to see people sleeping on the premises. The waste disposal facility is in a good Auckland CBD location, is maintained well, and is accessible at any time of day. Its fees are in line with standard rubbish collection prices in New Zealand. The bins are generally well secured, and staff are helpful if you need guidance. They do seem understaffed, and may be working there unpaid by the owner.

The kitchen was the worst of it. Hundreds of food flies were hovering around, and both fridges were full of flies and mould. There was visible rust and mould elsewhere too, which is a serious health concern in a place where people store and prepare food. The whole hostel smelled strange and unpleasant, and several toilets didn't even have seats. The hygiene was shocking, and the place didn't feel safe or clean enough to meet basic standards. This was the worst hostel I've ever stayed in. I'd advise people to think carefully before booking.

I did get bed bugs here, as many people have mentioned. Even so, I remember the stay as comfortable because the location was great, the price was affordable, and the staff were kind. I was really well looked after at this backpackers. If I return to New Zealand, I'll definitely come back. Thank you so much for everything 🤗

The location is excellent, and with some effort this hostel could charge a lot more per night. But clean rooms, and especially being free of bed bugs, are basic expectations even when a place is cheap. Bed bugs can hide in luggage and spread to other accommodation, so leaving this unresolved puts travellers at risk. The owners need to take responsibility. If reviews complain about bed bugs almost every week, the issue isn't being fixed. Other hostels and hotels get them too, but they eradicate them instead of making it a recurring problem. You say you're working with the council, but if something were actually being done, complaints wouldn't keep coming. Your Google review score is 2.2. Get a grip and stop subjecting customers to bed bugs.