Stranded with young children, emergency support hung up and ghosted us
Stranded with young children, emergency support hung up and ghosted us
We booked the Choice Wharewaka property in Taupo for a family holiday with young children and a toddler. On our second night, the house suffered an infrastructure failure: downstairs lost power and the hot water completely failed due to an empty backup gas bottle.
When we called Bachcare's emergency line at 5:40 PM, they initially promised to organize a replacement. When we called back 90 minutes later for an update, the agent abruptly told us that because it was after 5:00 PM nothing would be done, and hung up on us when we asked for a viable alternative. No one ever showed up the following morning.
Bachcare then ignored all of our follow-up messages for nearly a week until we were forced to escalate through Booking.com. While they eventually admitted the electrical and hot water failures in writing, they dragged out the process, missed their own promised deadlines, and ultimately booking.com offered an insulting ~12% platform credit to take over the case
If anything goes wrong during your stay, Bachcare's support will abandon you. Renting from them is a massive risk for families.