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.

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

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.

Amazing ambience and landscape inside of the Premise. Self-guided hiking tours were really nice, and I enjoy seeing all the wild lives inside of the lodge. Spacious rooms and amazing views. I enjoyed my stay very much. 

Fantastic place. So many things to do there. Trout fishing, lodge property safari and the hiking to the Bridal Veil Falls was amazing. The food was fantastic. On the first night, we ended up having dinner with the owners, John and Alma, and they were very nice, welcoming and gracious. Loved it!

What a beautiful place! We were in the Sunset villa and had the most wonderful time! We took it pretty easy during our stay and enjoyed the happy hour, massages, hiking to the falls, and sporting clays. The food was carefully prepared and beautifully presented. Very romantic and peaceful- just go!o

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.

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.

Wow!!!! Everyone here is dedicated to making your holiday absolutely perfect. We have had the pleasure of traveling the world but this is one of our favorites because of the 2500 acre estate plus the employees. I cannot wait to return to heal my soul

The things that make Treetops a 5-star experience luxury resort are the staff and the surroundings. Though I think most guests only stay a couple nights, I'd say my one piece of advice is to not over schedule yourself while you're there with activities that take place 'off campus' as it were. There is so much to do, see, and experience on the grounds of Treetops, that is really is like a sort of 'adult summer camp' in that you don't have to leave to get everything you need (but not in a tacky way like a resort-- just genuine natural beauty, basically). The food was really good, the spa is gorgeous, the bathrooms luxurious... Definitely more like staying in a wealthy friend's house than a hotel. The hikes were well marked and had satisfying destinations (bridal veil falls!)... didn't run into another soul on the hike except for two really friendly horses that followed us curiously for a portion of the hike. The staff are incredibly professional and sincere, more like old friends than waiters/spa staff/chefs, etc. As my mother would say, 'a once in a lifetime experience!'

We had a family weekend stay and together with the company, fireplaces and magnificent meals, it is a home away from home. The library set up for an intimate dinner for 2 around the fireplace is to die for.

Beautiful lodge and grounds and the staff, both the lodge and grounds/game staff, are super. Very friendly and helpful. Fantastic on-site sourced food. Our first stop in New Zealand and we're very happy with this choice. The trails and surrounding nature and outdoors based activities are amazing.