Guest User
July 24, 2025
I’ve been a loyal guest at Maruia over the years and used to consider it a truly special place. Peaceful, welcoming, and thoughtfully run. But after my recent stay, I sadly won’t be returning. This time, I was travelling solo and discovered there was no way to book a package as a single guest. I didn’t want to pay for a full couple’s package just for myself, so I booked the room on its own and asked to have meals added separately. I received confirmation that meals had been added, but was never told the price. There was no mention that they cost $50 each until I was presented with a $200 bill at checkout. I would never have agreed to that had I been informed. When I raised this at reception, the staff member was rude and mean-spirited, saying bluntly, “Well, you ate them, you have to pay for them.” It was humiliating. I paid the bill because it was my daughter’s 18th birthday and I didn’t want to cause a scene or ruin her special weekend. This was on top of paying $700 for two nights in a room where the hot water didn’t work properly. The food was disappointing with very limited options, the yoga space was in disrepair, and the staff felt disengaged throughout. I’d also mentioned several times that I was there with my daughter and her partner for her 18th birthday. No one acknowledged it. For how much you pay to stay there, that lack of care was pretty astounding. I followed up with an email and received a response that completely denied responsibility, despite the clear lack of communication around pricing. It was dismissive and at odds with their legal obligations under the Fair Trading Act and Consumer Guarantees Act. It genuinely feels like the place has changed management since my earlier visits, which were exceptional. It’s a real shame to see how far it has declined. I would no longer recommend going here to stay or eat. The pools are still beautiful, but if you want a relaxing hot springs experience where you’re treated with care and respect, Hanmer Springs is a much better option. It’s also less of a trek to get to.