Disappointing customer service
We recently stayed at NRMA Batemans Bay Holiday Park and unfortunately had a disappointing experience with the handling of our booking and refund.
We originally booked an unpowered tent site through Hipcamp, but when we arrived the weather had turned and heavy rain was expected overnight. Because we also needed to leave early the next morning, we asked at reception if we could upgrade to one of the studio cabins instead. The staff member who checked us in advised that she couldn’t amend our Hipcamp booking on their end, but told us to request a refund through Hipcamp and assured us she would approve it once it came through. Based on that, we went ahead and booked a studio cabin directly with the park.
We submitted the refund request as instructed. The next day, we received a call from the park saying we hadn’t arrived for our campsite booking. I explained that we had upgraded in person and were told to request a refund. The staff member we spoke to this time responded with “good luck with that,” which was disappointing given the clear advice we were given the day before. Shortly after, Hipcamp notified us that the refund had been declined.
It was frustrating to be told one thing at check‑in and then have the park go back on their word, leaving us out of pocket after doing exactly what we were instructed to do.
Aside from this issue, the park itself was lovely. The facilities were clean, well-maintained, and the cabin we stayed in was comfortable. It’s a shame the customer