I cannot recommend BIG4 Moama Holiday Park based on my recent booking experience. I booked a Rivergum Cabin through Stayz for 26–30 December. I later received an email advising that my booking could not be honoured due to an "internal booking error" and that it would be cancelled. Despite this, my booking remained active in the Stayz system, and I continued receiving confirmation emails. After my family had spent considerable time trying to find alternative accommodation during the busy Christmas period (with no success), the park telephoned me and offered me what appeared to be the same type of cabin for 26 December–2 January at a price around $700 higher than my original booking, on the condition that I cancelled my existing Stayz booking and rebooked directly with the park. After spending more than three hours on the phone with Stayz/Expedia, I was eventually advised that the real issue was that the booking should never have been accepted because the park had a seven-night minimum stay over that period. ******* acknowledged this error and ultimately arranged alternative accommodation of a higher standard nearby at no additional cost to me. Mistakes can happen, but what disappointed me was the way the situation was handled. The initial explanation I received did not match the reason later provided, I was left to spend hours trying to resolve a problem I did not create, and the communication throughout the process was confusing and frustrating. I appreciate that ******* ultimately accepted responsibility and found a fair solution. Unfortunately, my experience with the park left me with little confidence in the way third-party bookings are managed or how customers are treated when booking errors occur.
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