Raumati Sands Resort

The hotel is quite good and rooms were clean. The staff are nice and friendly. It's very near the beach, just 5 minutes' walk. Really fantastic journey!

I caution those who are considering this hotel for their vacation: Do not book with them. Even with a cancellation confirmation from *******, they refuse to honor proper procedure. I’ve never encountered such unprofessionalism in my travels and hope no others have to deal with such terrible customer service. Although I did not stay at this hotel, I had a very disappointing experience with their customer service, which I feel compelled to share. In May 2024, I made a reservation for a 5-night stay in March 2025 through *******, with no prepayment required. However, after quickly finding alternative accommodations, I canceled my booking via ******* and received a cancellation confirmation on May 31, 2024. Unfortunately, the hotel claimed they never received the cancellation from *******. On my original check-in date in March 2025, I checked my email and found an email from the hotel in my spam folder. I immediately called the hotel to inform them that I had canceled the reservation and would not be arriving. The staff member I spoke with seemed upset and abruptly ended the call. Afterward, I forwarded the cancellation confirmation from ******* to the hotel, but I received no response. A few days later, I noticed a charge of NZ$1,838.01 on my bank statement from the hotel. While traveling, I emailed the hotel for clarification or an invoice but received no reply. I then called the hotel again and was met with an incredibly rude staff member. Before I could even introduce myself, the person interrupted me and instructed me to contact ******* for an explanation, stating that they didn't need to provide any further details. They refused to listen to my concerns. After numerous attempts, I contacted *******, who reached out to the hotel directly, but the hotel refused to refund the charge. Despite not having stayed at the hotel or used any services, I was still charged for the full 5 nights. I wasn’t even offered the option to negotiate a partial refund. This situation significantly impacted my vacation, as I had to deal with the financial and emotional stress of being charged NZ$1,838.01 for a reservation I had canceled months prior. Having worked in luxury hospitality for over 20 years, I am genuinely shocked by the poor customer service and lack of accountability from this hotel. It’s hard to understand how any business can operate with such a dismissive attitude toward its customers.

Cannot fault the accommodation - cleanliness, location, correspondence, facilities, parking. Quiet and comfortable, will definitely stay here again and highly recommend. We were only overnighting but very well equipped for a longer stay. Excellent proximity to beach and Waterfront Bar & Kitchen.