Treetops Lodge & Estate

This is an amazing estate situated on over 2500 acres. The drive in becomes part of the experience as it takes nearly 15 minutes to get from the front gate up and down a winding road to the resort itself. Once you arrive, your greeted by Jo, the manager of the facility who made us feel incredibly welcome and gave us a tour of the facility and then helped us into our room. I’m not sure what it was about this location, but we ended up collecting all the various guests into a large dining table and ate family style for dinner each night. We now have friends that we will stay in contact with overtime. Despite the long ride into an out of the resort, the surrounding area is a lot of fun and the hikes on the property are simply amazing… especially up to a non-property waterfall. The food fantastic the scenes epic, we were sad to leave.

What happened (factual summary) • I made a reservation at Treetops Lodge in August 2025 for a New Year stay for family for 3 nights. • Due to a flight change (beyond my control), I knew four days in advance that I would not be able to arrive. • As soon as this became clear, I contacted Treetops directly by phone and by email, despite being in Europe at the time. They sounded helpful • Treetops therefore knew in advance that I could not take up the reservation. • Following this notification, the rooms were returned to inventory and at least one (possibly both) was re-sold, as evidenced by availability shortly after. It was on booking.com and the GM confirmed it! • I requested a reimbursement and stated that I was willing to forfeit one night as a compromise. • This request was refused by the General Manager, despite the rooms appearing to have been re-sold. • A replacement stay four days later was proposed, which was not feasible, as we were no longer going to be in the region (we are on a short holiday!). • An alternative offer was made for one night in off-property accommodation, approximately 20 minutes’ walk from the lodge, (with very limited photos available and a standard that appeared clearly below a luxury level (apparently have read other people's reviews on TripAdvisor more comparable to a basic Airbnb than a luxury lodge). • No refund or partial reimbursement was made and Booking.com said they cant help. Why I am sharing this • If rooms are re-sold after advance notice, refusing any reimbursement results in the lodge effectively being paid twice for the same rooms. • This involved several thousand euros, not a minor amount. • For a property positioning itself as top-tier and luxury, I found the commercial handling and customer treatment disappointing. • This is intended as a warning to future guests: even with early notice and apparent resale of rooms, no flexibility or fair resolution should be expected.

I would never stay here it looks nothing like advertised. The roof is falling apart and the tv's don't work. Service was really bad and were treated unfairly by the lady who runs the place. I would recommend to stay at Poronui instead.

rarely post reviews but felt that this stay was outstanding in every way - location, experience, amenities, food, nature was unique. Staff elevated this stay even further - Pamela, Felipe, James, Erin and Shane were chilled and nothing seemed to be trouble - great ethos throughout we were lucky in that we stayed before the xmas rush but this was hugely relaxing, amazing trails and wildlife - buffalos, alpacas, pigs, deer and horses if anything the website undersells the experience and my only suggestion is to improve the trail maps (i got lost!) we are keen to return and my 11yr old did not want to leave if you are going to Rotorua this would be must stay

The photos on the website don't do this property justice - it is magnificent. The food is Michelin star. The 2,500 acres are incredible terrain. The lodge is lovely. Hard to find anything to improve.