Reason for our stay

With the COVID-19 pandemic ravaging the world in 2020, my wife and I had little choice for a holiday but here at home in New Zealand. Travelling with a 15-month old energetic boy meant that we were looking for something all-inclusive, that allowed us to relax, enjoy some space, and not have to think about food or anything for that matter. We also wanted to see how we’d fare as a family on a road trip, and Taupo felt close enough to make it worth a go.

About the property

Here is some background to the property:

• Kinloch Manor & Villas opened in early 2016.

• The property features award winning 21st century architecture by New Zealand's leading architect Andrew Patterson and interiors by iconic luxury lodge designer, Virginia Fisher (who has also done the interior design for Huka, Wharekauhau, Kauri Cliffs and Eichardt's).

• Kinloch was the winner of the 2017 Architecture of the Year Award (NZ).

• The Lodge is surrounded by the only golf course in New Zealand designed by Jack Nicklaus - A Signature Links Par 72 designed course.

• The property is set on 254ha grounds including not just the golf course, but working farmland and forest.

• Onsite is a 100% Organic ‘Prescriptions’ purpose-built spa, and two tennis courts.

• The property does not have a gym or swimming pool. This is contrary to what is said on some websites, and even the property’s own promotional material in the guest lobby. Go figure. This would have made the property even better.

• The property is set a short walk away from the shores of Lake Taupo with expansive vistas across the lake from the lodge and villas to the Tongariro National Park.

• The lodge and standalone villas are said to adhere to ‘modern design’ and Eco philosophies. Carbon neutral fireplaces, natural building products of solid woods – low emission and chemical use, local stone, natural fibres used in furnishings with 100% wool handmade - finished with authentic New Zealand original and indigenous - valuable artworks.

• The property is owned by John Sax, a self-made Kiwi millionaire with an environmentalist flair.

• Most food on the property is either reared or grown on their sister property, Treetops Lodge. The property features a wine cellar of award-winning New Zealand and world wines, with expert advice on making the best possible matches.

Booking experience

We booked directly with the property online. Until the end of October 2020, the property offered its ‘Unpack, Inhale and Unwind’ promotion, which included the following for $1,162 per night ($2,324 total):

• Two-night stay with a guaranteed upgrade from a junior suite to a one-bedroom villa.

• Early check-in

• Late check-out

• Pre-dinner drinks and canapés (each night)

• Estate-to-Plate five-course gourmet dinner (each night)

• Full breakfast (each morning)

• Extra inclusions including choice of:
  - Two rounds of golf during stay on the golf course (cart not included); OR
  - A bottle of Bollinger champagne awaiting your arrival in your villa with house made truffes; OR
  - One round of golf during stay (cart not included) and two glasses Bollinger champagne and cheese platter served at your time of choice.
  (Note that we neither play golf nor drink champagne, so the hotel offered a $190 credit for use at the on-property spa).

As a one-bedroom villa would usually cost $2,780 per night, we thought that this was an excellent change to stay at a high-end property that we wouldn’t usually visit (especially with a young child).

The experience pre-stay was disappointing. As a sample of issues:

• A full 100% charge for the stay was taken, despite the booking terms stating that only a 50% deposit would be taken, and the final 50% would be charged on check-out.

• The property did not respond to emails for a week. It then took a further 1.5 weeks for the extra 50% to be refunded to the credit card used at time of booking (just days prior to staying).

• The property suggested that they would ‘make good on [the] weekend at the lodge’ as an apology for the issues however there wasn’t a lot that we could see that they did by way of anything extra on or visit.

• The hotel sends out numerous questionnaires before a stay to elicit information from guests as to food and activity preferences, whether they’d like a spa booking and at what time etc. Despite spending time filling these out, none of our preferences got through to the property, and we had to then set this out again via email. This also meant that we missed out on a baby bath and baby toiletries.

Stay experience

Arrival

We arrived at the property a little after 2pm, with a toddler that really wanted to sleep in the car on the drive but just couldn’t. Despite having been asked by the property when we would arrive, and the booking including early check-in as a benefit, we were advised that the property had been fully booked out the night before by some golfers and that they’d all been offered 4pm late check-out. Whoops.

So off to the beach and park we went!

When we came back, at around 3.30pm, there were some arrogant guests checking out and fighting with the front desk over every… cent…. including a bottle of top-shelf whiskey they’d drank the night before and conveniently not asked the price of. I could see the pain in the eyes of the one staff member who was working at the time.

Cue the poor wife and very-tired toddler waiting outside.

Once we finally got to the villa, we put our son down for a nap right away and collapsed in a heap.

Food and Beverage

Our booking with Kinloch included half-board, with breakfast and dinner included in the cost of the stay. You also have a selection of complimentary soft drinks in the kitchen fridge, and some treats like cookies, nuts, chips, and chocolate. There is also a gift of honey.

There was a little card that accompanied the complimentary honey. It says that the honey is meant to be Manuka, from their own property… but it was multi-flora. Very odd. Why not just take the card away?

We cheekily asked the hotel before staying whether they could help prepare food for our son for his breakfast and dinner, and they gladly obliged. They even got him a cool cutlery and plate set. Tick.

On the first night, our son’s dinner arrived 1.5 hours later than they’d suggested it would be ready by, and was salted despite us having said that this was a no-no.

On the second night, our son’s dinner arrived 1 hour later than they’d suggested it would be ready by. Thankfully it wasn’t salted this time around.

There were no issues with his breakfast on both mornings of our stay.

Despite the above, the breakfast, canape and dinner inclusions were fantastic.

• You can enjoy canapes and drinks in the main lodge, or they’ll bring a sample to your lodge to enjoy, which is great because we really didn’t want to disturb other guests with our energetic son.

• Similarly, breakfast and dinner can be enjoyed in the Manor, or they’ll bring to your lodge. Yes. Five courses, back and forth for dinner on a golf cart. This was incredibly luxurious, and we felt very spoilt.

I’ll let the pictures speak for themselves.

The Lodge

The lodge is well-designed and highly functional in terms of its layout and design. Each building is designed to be flexible in their use - e.g. every villa is a suite, a one-bedroom villa, and a two-bedroom villa. All the property must do is close off those parts that the guest hasn’t purchased.

The lodges are soon to be converted into suites, two-bedroom villas, and three-bedroom villas. The den room will be converted into a study/bedroom, which it already kind of is because it has a desk and a pull-out sofa bed.

The views from the private terrace are exceptional, over the golf course and towards Lake Taupo. I could have easily sat out there all day.

There were a few minor issues:

• The air-conditioner in the den didn’t turn on, was a bit weak during warm weather in the main lounge area, and was difficult to keep at a certain temperature in the bedroom.

• The rain shower was at an angle so the water didn’t come straight down, and would drip when using the handheld shower head.

Again, I’ll let each picture speak for itself.

Activities

Obviously, there is golf. I played when younger with my dad and grandfather, but have lost the knack of over the years, so didn’t play on my visit to Kinloch. We made up for it by taking a golf buggy for a spin in the afternoon, which was quite enjoyable.

My wife enjoyed a nice massage treatment. The spa is on the lower level of the main lodge; there’s lift access.

We also visited the tennis courts, just to let our son run around for a while.

The main lodge building has some uber luxurious spaces to enjoy, including a room where they serve canapes and drinks in the evening. We spent some time on the outdoor terrace so our boy could run around without risk of breaking anything.

Departure

Smooth and without fault. The property gladly obliged to let us check-out as late as we wanted to, which didn’t inconvenience anyone else as the property did not take any bookings for the following night. We left just after 3pm, which allowed our son to have a long lunch nap, meaning he was super well behaved for the 3-hour drive back to Auckland.

Things to know

Location

261 Kinloch Road
Taupo, 3377
New Zealand

Facts

Check-In Time: 2:00 PM
Check-Out Time: 10:30 AM
Children: Cots are free for bubs up to age two and each villa has room for one child (two in the two-bedroom villas). Property also willing to help with extras, like a high-chair, plates and cutlery, and meals.

How to Book

• Direct with the property. They will often have exclusive offers not available elsewhere (this is how we booked).

• Virtuoso (benefits include upgrade on arrival, early check-in, and check-out subject to availability, and one round of complimentary golf on the Kinloch Jack Nicklaus course (value $250 USD) or Complimentary 1.5-hour wine class and tasting for 2 which can be enjoyed by the guest as a wine match during dinner or as a dedicated afternoon experience (Adults over 18 years old, value $100 USD per person).

• Mr & Mrs Smith (benefits include a 60-minute massage each or one US$100 resort credit to be used at the restaurant, bar, spa, or golf course).

Summing up

The design of the villas cannot be faulted in any way. They absolutely live up to the hype you read about from others who have stayed here. The private terrace is perfect for soaking in the scenery. It is also an authentic experience to enjoy a quality meal in your lodge, enjoyed with the privacy of your family. We had positive interactions with all food and beverage staff. The property is also quite child friendly, in the sense that they’re happy to cater for kids of all ages in terms of food and setting up a decent quality crib.

Sadly, the property fell short in terms of the booking and pre-arrival experience. Agreeing to bring our son’s dinner at certain times and then not doing so was also disappointing (as anyone with young kids will understand).

Kinloch Manor & Villas has a way to go before they can be said to exhibit the customer service quality that high-end chain hotels are known for.