Bachcare The Holiday Home Co 7 Falcon Street, Parnell, Auckland 1052

"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."

"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."

"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."

"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."

"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!!"