Oceans 15

Bailey, the duty manager, handled our emergency with no sympathy or consideration for my family. On January 21st, severe weather hit New Zealand's upper North Island, bringing rain, wind, flooding, and landslides, and a red alert telling surrounding areas to evacuate. We realized we couldn't safely reach the resort and called to ask for a refund. Bailey refused, saying the booking was non-refundable. Was I supposed to risk my husband's and three children's lives to get there? I later learned all roads to Whitianga were cut off. Panicking, I called the agent to explain, and they understood and agreed to speak to the Resort for me, but Bailey refused them too. I was left crying and waiting to hear what the agent could do. If we cancelled, we'd lose our money; if we didn't arrive, we'd be charged as a no-show. We couldn't rebook because we didn't know when we'd be able to travel, and every change would bring another rebooking fee. It felt like Bailey, the resort's non-human duty manager, cared only about the money the resort would miss out on. She showed no care for me or my family and came across as not a people person. I'm sure the rooms and location might have been great, but we'll never see for ourselves. We won't book with this Resort again when we visit Whitianga.

The room was bright, clean, and spacious, with complete kitchen, laundry, and bathroom facilities. The beach and town are both close by. The receptionist was helpful, suggesting several good places for dinner and breakfast and giving us discount coupons for those meals.

The apartment was really roomy, and the balcony and main bedroom both had great views. The kitchen was fully equipped, which we used to make breakfast. The duvets could have been cleaner, but the reception staff were friendly and helpful.

Our unit was tidy and clean, and the pool was lovely and warm. A great stay.