Treetops Lodge & Estate

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.

Treetops is wonderful place to stay. Can't be faulted. The food is outstanding - Felipe is a master chef - and the service is excellent Stunning location - quiet and secluded with plenty of walks but also very relaxing. I can't recommend it enough.