Interior
Check availability

Reviews of Hugo & Carter's Backpackers & Motel

2 out of 5
Hugo & Carter's Backpackers & Motel
39 Bell St, Tauranga, Bay Of Plenty

Reviews

8.0

Very good

Rating 10 - Excellent. 20 out of 57 reviews" "
Rating 8 - Good. 24 out of 57 reviews" "
Rating 6 - Okay. 7 out of 57 reviews" "
Rating 4 - Poor. 4 out of 57 reviews" "
Rating 2 - Terrible. 2 out of 57 reviews" "

8.2/10

Cleanliness

8.6/10

Staff & service

7.8/10

Amenities

7.8/10

Property conditions & facilities

7.0/10

Eco-friendliness

Reviews

10/10 Excellent

Stewart

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We stayed in a 3 bedroom room with toilet. It was basic as expected but we still found it very comfortable and very good value. The staff were friendly and welcoming. I would have no problem with staying here again.
Stayed 2 nights in Apr 2023

4/10 Poor

Verified traveller

Disliked: Staff & service, room comfort
Went out of our way to go check in and no one was available at 3pm. Multiple people queueing up to check in with no one in the office to help, even contacted the help number on the door and waited around for 20mins but no reply. Room was super hot with no fan and nearly impossible to sleep. Also had no toilet paper in our private bathroom. Only stayed there one of our 3 nights booked.
Stayed 3 nights in Dec 2022

10/10 Excellent

Oralee

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy no hassle stay, clean & tidy, value for money
Stayed 1 night in Oct 2022

8/10 Good

Bernadette

Liked: Staff & service, amenities
Stayed 2 nights in Oct 2022

8/10 Good

Brett

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Pleasant stay in motel unit. Suited what we needed for over fight stay.
Stayed 1 night in Sep 2022

8/10 Good

Gaybraniyah

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
If you just need a bed to sleep in it’s convenient… other visitors were friendly staff were informative
Stayed 2 nights in Sep 2022

8/10 Good

Gerard

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Sep 2022

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2022

2/10 Terrible

Jill

Business traveller
Disliked: Property conditions & facilities
Mould on curtains, towels and bathroom. Common area not ideal to eat in, smells rotten. Not safe at night.
Stayed 1 night in Aug 2022

10/10 Excellent

Tommy Shane

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Value for the money you pay. I was very happy. Might not be for fussy people though. The number given to confirm late arrival was engaged till the afternoon. Had me worried as I was trying advise I’m late and organise receiving key late.
Stayed 1 night in Aug 2022

8/10 Good

David

Stayed 2 nights in Jul 2022

2/10 Terrible

Briar

Travelled with group
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Used soap in shower, floor was not vacuumed and lots of dirt and dust / sticky floor. Sink was visibly dirty also.
Stayed 1 night in Jul 2022

6/10 Okay

Jeffrey

Travelled with family
Disliked: Room comfort
Stayed 1 night in Jun 2022

10/10 Excellent

Leeann

Stayed 1 night in Mar 2022

10/10 Excellent

Corin

Travelled with family
Liked: Staff & service
Disliked: Property conditions & facilities
Found a massive cockroach in the room. Initially the overwhelming smell of what I thought was cleaning product made me happy to know the room had been cleaned but it didn't dissipate.
Stayed 1 night in Jan 2022
Response from Val on 9 Jan 2022
So sorry to hear about the cockroach, we have cleaned the room and haven't seen that, must came inside after we cleaned. We do have a big garden and it's very hard to control where the insects go. Apologize again. Thanks for coming and hope to host you back here. Cheers

10/10 Excellent

Shannon

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
I liked that it was close to town the best stuff and it was big my room was great clean just need bigger parking
Stayed 3 nights in Oct 2021
Response from Luji on 9 Feb 2022
Dear Shannon, Thank you very much for your review. Kind regards,

6/10 Okay

Joshua

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
You get what you pay for and this place is perfectly adequate. There were plenty of minor faults, such as a missing lightbulb, one severely flickering lightbulb, lack of on-site parking for the number of units available. We couldn't figure out how to turn the TV on using the universal remote provided and one of the bunk beds had loose screws that made the ladder pretty wobbly. But given it's the cheapest place in town that's not overly surprising. It is nice and secluded and it's nice to be able to let the kids run on the grass outside.
Stayed 2 nights in Sep 2021

6/10 Okay

J T

Disliked: Room comfort
The mattress was hard so were the pillows, back ache and sore neck for 2 days. Had to ask for extra towels.
Stayed 3 nights in Jul 2021

8/10 Good

Verified traveller

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Was a great place to stay for the night. Warm, comfortable and safe. Thank you
Stayed 1 night in Jul 2021

4/10 Poor

Verified traveller

Travelled with partner
Liked: Cleanliness
Disliked: Amenities, property conditions & facilities
The unit was lovely and clean. We were only given one face cloth for a two person stay over night. The shower took a long time to reach hot and it would not mix with the cold to be able to shower. It was either scolding hot or freezing cold. The ply of the toilet paper was bad that it was hard to rip off to use it just ripped to small pieces when you touched it. The only place to sit in the unit was on the bed (no chairs). We were told it was a motel unit that we were renting for the night so we expected to have a kettle and cups and saucers with tea bags and milk. When I went to the main Kitchen they informed me that none were suppled. We were very disappointed as we paid $86.00 for one nights stay.
Stayed 1 night in Jun 2021

10/10 Excellent

AYAKO

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jun 2021
Response from Luji on 8 Jun 2021
Thanks and hope to see you again!

4/10 Poor

Verified traveller

Travelled with family
Disliked: Cleanliness, property conditions & facilities
Not very clean, sheets had not been changed
Stayed 1 night in Apr 2021
Response from Luji on 2 May 2021
Dear guest, We are sorry that you haven't got a good experience staying with us. Just letting you know, that we clean up the room every time we have new arrivals, and of course that we put fresh bedding always. Regards,

8/10 Good

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Location was good and easy to find GPS. Friendly service.
Stayed 1 night in Apr 2021
Response from Luji on 16 Apr 2021
Thank you very much for staying with us. Lovely to hear you liked it! Regards,

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Apr 2021
Response from Luji on 2 May 2021
Thanks!

6/10 Okay

Verified traveller

Travelled with partner
Disliked: Cleanliness
Definitely not a motel. Comfortable enough. Supposed to have 2 single beds but had double and single with single not made up. Embarrassing double book of room which was appeased with 2 choc bars
Stayed 2 nights in Mar 2021
Response from Luji on 16 Apr 2021
Kia Ora, As we have spoken by phone, we apologize again because of the miss understood of the room keys. We gave you the choc bars to make your stay a bit sweetest and as we told you, we would like to compensate next time to visit us. And yes, you are right, it wasn't a Motel Unit, as you've made a boking in our private double rooms of the Backpackers, where amenities are different. Hope next time you come, you enjoy it better. Regards

8/10 Good

ashish

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good place to stay.
Its was a good experience, must visit again.
Stayed 2 nights in Mar 2021
Response from Luji on 9 Mar 2021
Thank you very for for staying with us! Lovely to hear that you had a nice experience and probably you will come back! Cheers

8/10 Good

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Very clean. Staff (woman) efficient kind and helpful. Easy to get on snd off motorway. Comfortable bed. Motel unit well set up. At present dome building work going on although not noisy. Driveway and part of parking area large gravel but ok. Stayed an extra night.
Stayed 1 night in Feb 2021
Response from Luji on 4 Mar 2021
Thank you so much for this lovely review. It is really nice to hear that you had a nice stay at H&C and we hope to see you again! Kind regards,

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I lobed how it was clean & everything was easy to locate. The kitchen faciluties was amazing & the unit was comfortable & homely. The service was amazing as well & very accomodating.
Stayed 1 night in Feb 2021
Response from Luji on 24 Feb 2021
Thank you so much for this great review. Lovely to hear that you had a nice experience. Kind regards

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Dec 2020
Response from Luji on 25 Feb 2021
:) Thanks for your score!

8/10 Good

Nusrat

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2020

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Oct 2020

4/10 Poor

Katherine, Palmerston North

Travelled with family
Liked: Cleanliness, staff & service
Very loud. Can hear everyone walking outside. Basic if you need somewhere to stay it’s good but won’t be staying again unless im desperate. Hard to sleep lots of noise. Toilet roll holder was broken hard to use. No fan in the bathroom so mirror fogged up.
Stayed 2 nights in Oct 2020

10/10 Excellent

Andrew

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Tauranga at cost
Kitchen area was functional. Clean. Organised. Tidy
Stayed 1 night in Jul 2020

10/10 Excellent

Tracey

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Jun 2020

8/10 Good

Tsai feng

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2020
Response from Josh on 14 Mar 2020
Thank you for your feedback! We appreciate it, and hope to see you again soon!

6/10 Okay

Lou

Travelled with family
Liked: Room comfort
Stayed 2 nights in Feb 2020
Response from Josh on 14 Mar 2020
Thank you so much for your feedback! Hope to see you again soon!

10/10 Excellent

Verified traveller

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing property! Great staff! Everything was more then we expected :)
Stayed 3 nights in Feb 2020
Response from Josh on 14 Mar 2020
Thank you for your wonderful feedback! We loved having you stay with us! Hope to have you back soon!

10/10 Excellent

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great quality for money. Tidy place and friendly staff. Overall great experience.
Stayed 1 night in Jan 2020
Response from Josh on 6 Feb 2020
Thank you for the positive feedback! We look forward to having you stay with us again in the near future! The Hugo & Carters Team.

8/10 Good

Verified traveller

Liked: Staff & service
Stayed 1 night in Jan 2020
Response from Josh on 14 Mar 2020
Thank you for your support! Look forward to having you back soon!

6/10 Okay

Verified traveller

Liked: Staff & service
Disliked: Cleanliness
Okay but wouldn't stay again
Cleanliness needs to be improved. One of the workers was staying in the dorm and had her stuff spread out all over the floor. Was woken up to the manager yelling at a guest and kicking them out of the premises.
Stayed 2 nights in Jan 2020
Response from Josh on 6 Feb 2020
We are sorry you feel like this! We pride ourselves on the cleanliness of our backpackers & motel. Our team work extremely hard to ensure our guests are comfortable and provide a clean environment for guests to enjoy.

8/10 Good

Marcus

Travelled with family
Liked: Cleanliness, staff & service, room comfort
We'd go back :)
Super friendly, helpful and accommodating. Definitely on the way to being the best backpackers in Tauranga. Motel room was good though could have done with a bathroom refresh. Good value for money on the whole
Stayed 1 night in Jan 2020
Response from Josh on 6 Feb 2020
Thank you so much for your kind words! We loved having you and look forward to having you stay with us again in the near future! The Hugo & Carters Team.

8/10 Good

Robert

Liked: Cleanliness, staff & service, room comfort
Quiet, clean & compact
If you're after a quiet, clean, compact place then this is a good shout, Unlike other hostels this place was really quiet with people respecting each others space.
Stayed 1 night in Jan 2020
Response from The Hugo and Carter Team on 14 Jan 2020
Thank you so much Robert for your review! We are glad that you enjoyed your stay with us. We try to be different from your typical hostel.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service
Very clean and warm. Just afew minor issues which the manager will look into.
Stayed 1 night in Jan 2020
Response from The Hugo and Carter Team on 14 Jan 2020
Hi there, Thank you for your feedback. We are sorry that you had some minor issues but glad they have been sorted. We hope to see you back again soon.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly service, good facilities Clean and well presented. A good stay.
Stayed 1 night in Jan 2020
Response from The Hugo and Carter Team on 14 Jan 2020
Hi There, Thank you so much for your feedback! We hope that you will stay with us again.

10/10 Excellent

Kapil

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
good stay
It was a comfortable stay and the host Josh was extremely friendly and guided us righy. Will definitely recommend.
Stayed 1 night in Dec 2019
Response from Josh on 29 Dec 2019
Thank you! We enjoyed having you and hope to have you back again soon! Hugo & Carters.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities
Stayed 2 nights in Dec 2019
Response from Hugo and Carter Team on 24 Dec 2019
Thank you for the rating! May I ask why you didn't give us the 5th star?

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Backpackers with an awesome vibe! I stayed in a private room and it was super clean, everyone was really friendly and the communal facilities were awesome (heaps of space and extremely well laid out). I didn't encounter staff while I was there (checked in late and out early) but you can tell that the staff put their heart into the property. Three things which Id recommend you consider: 1. wifi signal isnt super strong 2. no recycling (this makes me sad given how focused NZ is on their Tiaki promise) 3. The deck around the rooms is wooden and can be subject to stomping in the early hours - not ideal if you're assigned a room in this area and are a light sleeper.
Stayed 2 nights in Nov 2019
Response from Manager on 5 Dec 2019
Thank you for your amazing review! We really appreciate the feedback as to how we can improve our service to future guests. As they say, any feedback is good feedback! Thank you for choosing to stay with us! We hope to see you again in the near future! Hugo & Carters Team.

10/10 Excellent

Verified traveller

Stayed 1 night in Nov 2019
Response from Manager on 5 Dec 2019
Thank you for choosing to stay with us! We hope you enjoyed your stay and look forward to having you back in the near future. Safe travels! Hugo & Carters Team.

10/10 Excellent

Leonie

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Perfect little place
Our one night was perfect. You can tell they take pride in this property. They vegetable garden and free avocados were a wonderful surprise. I would definitely stay again.
Stayed 1 night in Nov 2019
Response from Hugo and Carter Team on 21 Nov 2019
Thank you so much Leonie! We loved having you stay with us. See you soon!

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Plenty of parking on site, and off site. Facilities and room are clean. Wifi upgrade will be nice. But overall, great stay.
Stayed 1 night in Nov 2019
Response from Hugo and Carter Team on 21 Nov 2019
Thank you so much for your feedback! We will look into the WiFi so it should be better if you choose to stay with us again!