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“Terrible Customer Service”

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Glendhu Bay Lakeside Holiday Park
Ranked #12 of 45 Speciality Lodging in Wanaka
Wanaka, New Zealand
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“Terrible Customer Service”
Reviewed 4 February 2014

The location of this camp is amazing it is such a pity about the terrible customer service. I checked in to be greeted by an unfriendly and hostile women on the front desk. She had nothing positive to say and just yelled the rules and regulations at me almost making me walk out. I would recommend (after reading others similar experiences) that a customer service course would really benefit this camping ground. This sort of service really lets the place down. I will certainly be staying elsewhere next time I decide to go camping!

  • Stayed February 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
2 Thank pippiwanaka1981
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Chris W, Manager at Glendhu Bay Lakeside Holiday Park, responded to this review, 6 February 2014
It is interesting to note that you say the rules were 'yelled' at you by the manager, when it is not company policy to discuss the rules with guests. We have a very comprehensive handout that is given to all campers upon arrival, to read at their leisure. We would suggest that you have an ulterior motive for writing such a review, and we trust readers will see it for what it really is.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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53 reviews from our community

Traveller rating
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    4
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See reviews for
19
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2
Business
0
Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    3 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (8)
Date | Rating
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English first
Dunedin, New Zealand
1 review
Reviewed 2 February 2014

All praise to the current managers, Chris & Keith, as we have never seen the camp look so well maintained. We have been camping here for the last 50 years! We think you are doing an amazing job at running such a busy camp. Unfortunately you can never please everyone, but you have been awesome to us and our extended family (including camp mother- Maggie!). Hopefully we get to spend many more Christmas' at the camp under your management.
Aimee.

  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Aimee P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
lakeside1127, Manager at Glendhu Bay Lakeside Holiday Park, responded to this review, 17 March 2014
Thanks Aimee for taking the time to review Glendhu Bay. We work hard to ensure that the campground compliments the stunning surroundings, and it is nice that our efforts are appreciated. What a pleasure to welcome Maggie to Glendhu Bay for her 60th year this summer! She truly is the matriarch of this wonderful camp. Yes it is very hard to please everyone but we know that 98% of the campers are happy because of the feedback we have received, and we cannot expect more than that. We look forward to your family spending many more years here at Glendhu Bay.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Christchurch, New Zealand
2 reviews
Reviewed 30 January 2014

We have for the 5th year in a row stayed at Glendu, although we cant claim to 40 years like some we know, for the last two years Chris and Keith have been amazing, we had a family situation that wasnt good and we needed a break away, Chris moved heaven and earth to make it happen, she couldnt do enough for us, this was last Christmas 2012-2013. We returned to the camp this year, of course she remembered us greeted us as if we where family. They are so hard working, they are there from dusk till dawn, I myself work in hospo and I would not do there job for all the money in the world. Its funny the way the certain people there at Glendu treat Chris and Keith so bad, I myself heard it first hand, you would think the people owned the site they camped on themselves, my thought process is if they want to own the site buy it?? There are rules in place for a reason, Chris and Keith your amazing you do a birlliant job, keep up the good work and it wouldnt be the same without you there, my children said they miss you guys already!!!

  • Stayed January 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank cheryl1973
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
lakeside1127, Manager at Glendhu Bay Lakeside Holiday Park, responded to this review, 17 March 2014
Thank you so much for taking the time to write a review for Glendhu Bay. We love our job in this little bit of paradise, and reviews such as yours make the 'not so good times' diminish. We think you are pretty intuitive with your comments on some of the complaints ... thank you for acknowledging that. We hope to see your family back here for many years to come!!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hamilton & Waikato Region, New Zealand
Level Contributor
18 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 29 January 2014

Our family has stayed at Glendhu Bay camp ground twice in the last two years. This place is amazing! With old but impeccably clean facilities and unbeatable location and views. What strikes us is the wonderful job the managers and staff do under sometimes incredibly challenging situations, having to be on the receiving end of abuse from those campers that seem to think their needs should be over and above that of other campers. A place such as this that caters for such huge numbers is always going to have a need for firm management and I guess the new managers were always going to bear the brunt of long-term campers having their wings clipped after so many years freedom doing exactly what they pleased.
From what we have heard from other campers and seen for ourselves, Chris and Keith are outstanding managers and, fortunately for the majority, are not afraid to hold firm against the minority's selfish demands.
We can only see that the campground will continue to flourish under these managers.

  • Stayed January 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank 189helen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dunedin, New Zealand
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 25 January 2014

Glendhu Bay is a camping ground with elderly but clean facilities which has developed for regular campers over 75 years.Casual short term visitors need to understand that they may be part of a 2000 person community at Xmas times .Early and late arrivers ,non arrivers and early and late departers create logistical nightmares for management. My experience with all managers over 45 years has found that good communication and respect has never led to a single problem. Chris and Keith are hard working and outstanding in the way they look after the vast majority of campers who have respect for management and fellow campers. Sadly a minority will always try to advance their own selfish demands. Their remedy is to go elsewhere.To expect new management because of a casual experience confirms that persons self centred outlook.

  • Stayed January 2014, travelled with family
    • Value
    • Location
    • Cleanliness
    • Service
Helpful?
1 Thank Lindsay997
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Invercargill
Level Contributor
18 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 24 January 2014

We have been holidaying at Glendhu Bay for 40 years. Our children and now their children all camp wth us in their own vans each year. We were very saddened to read some of the very negative comments about the present management. Perhaps management have no option to respond to how they are being treated We have witnessed some of the agravation thrown at them when they are only trying to do their job. The camp is as well managed now, if not better, than it has been since we have been coming. Both Chris and Keith put their all into running the camp, sometimes under difficult conditions. We were here before Christmas and the camp looked a picture. Treat them with respect and they will treat you with respect!
With regard to the facilities any blame for the state of these should be blamed fairly and squarely on the QLDC. The management's responsibilities are to maintain them to a high standard of cleanliness which they do exceptionally well.
To management and staff we thank you all for another great holiday and we look forward with anticipation to the next holiday season.

  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Cleanliness
    • Service
Helpful?
2 Thank Lesley C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christchurch, New Zealand
1 review
Reviewed 23 January 2014 via mobile

We were invited by friends who have been going to Glendu Bay for 3 generations so was very excited to check out this idyllic campground.. We turned up to check in and was greeted by a very rude and abrupt woman at the front desk her name was Chris. Chris checked us in an charged us for 15 booked days not 10 that we were staying as circumstances changed and couldn't stay longer I understand in peak time but camp was half empty. The campsite amenities were basic and showers were miles away from our site. My wife fell very ill at 2am and they did not answer the Emergency Phone so had to call an ambulance (at our cost) as we could not get gates open to drive her this is totally unacceptable. Due to my wife's illness we had to leave early so went to check out asked Chris if she would kindly refund us the balance of our stay but she queried if we had even paid I had to prove from my bank account before she would even consider it. Not sure wat kind system you use but with computers u would think we booked and paid for it so it should show up on your system. Chris finally refunded us after we proved had paid. Beautiful setting but after talking to few campers u will not have a lot left if you keep Chris there!! Maybe she should be kept away from customer service.

Stayed January 2014
Helpful?
Thank Michelle A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Glendhu Bay Lakeside Holiday Park

Property: Glendhu Bay Lakeside Holiday Park
Address: 1127 Mt Aspiring Road, Glendhu Bay, Wanaka, New Zealand
Region: New Zealand > South Island > Otago Region > Wanaka
Amenities:
Kitchenette
Hotel Style:
Ranked #12 of 45 Speciality Lodging in Wanaka
Official Description (provided by the hotel):
A true iconic Kiwi camp on the shores of Lake Wanaka. Stunning location only minutes from Treble Cone skifield. Twenty minutes from Cardrona, and only an hour from Queenstown. Powered and non powered sites available along with rustic cabins and a bunk house which sleeps upto 16. ... more   less 

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