Traditional values are at the heart of many of New Zealand’s most successful businesses, and Coastal Motorhomes & Caravans is the perfect example.
Founded in 2001 by Mike and Gayle Farrell, this husband-and-wife team were so passionate about the RV industry that they swapped their home for their Whakatane yard, living in a small old Lockwood building on site while they established the business.
This commitment and dedication to excellence has been handed on through the generations, with son and daughter Paul and Toni Farrell now at the helm of this iconic New Zealand business.
And while the traditional values instilled back in those early days remain at the heart of Coastal Motorhomes & Caravans, Paul and Toni have also progressed the business forward with modern thinking and fresh ideas.
The result is a fairly unique business model, which stays true to its core foundation of ensuring top quality RV life for all ages and lifestyles, with the addition of a comprehensive and professional on-site workshop, parts and accessories store, and even a dedicated RV storage facility.
“We wanted to take care of every aspect of the RV lifestyle for all of our customers,” says Toni.
While this starts with pairing people with the exact model that best suits their needs, it is the follow up service and ongoing long-term customer relationship that sees Coastal Motorhomes & Caravans stand out in this marketplace.
Let’s Hear It For Hilltop
While the original business was created around its own Coastal brand of caravans enjoying 23 years of success (dad Mike still has his Coastal motorhome and still enjoys travelling around New Zealand in it), these days the business focuses on its solid partnership with Hilltop Caravans.
Designed and manufactured in Australia, Paul and Toni undertook copious research before determining that Hilltop Caravans were absolutely the best option in the market for their valued customers – both existing and new.
“The timing wasn’t ideal to be honest, as our journey together was created just before the world shut down with Covid, so we weren’t able to travel over to the factory and spend personal time together as we would have hoped,” says Toni.
“But the silver lining to being in lockdown was that we had plenty of time to do our research, and to chat for hours with the Hilltop team in Australia. There was never any doubt that this was the brand with values that aligned with ours.”
By the time travel restrictions lifted, the first shipment was on the water, but Toni and Paul wasted no time getting to Australia for their first in-person meet.
“We’d spent a lot of time together already but actually visiting the factory and seeing everything up close surpassed our expectations. We already respected the Hilltop team and the type of people they were – they are next level to deal with in every way, from how they treat their staff through to their business acumen. They’re genuine, awesome people and our values align really nicely.”
Toni and her dad Mike also cemented their place in this trans-Tasman success story by travelling to Auckland to meet the first-ever Hilltop Caravan landed in New Zealand.
Their first shipment of 10 Hilltop Caravans arrived three years ago and ever since, it’s been full steam ahead establishing and growing this brand alongside grateful customers throughout the North Island.
Both Hilltop Caravans and Coastal remain true to the values of putting the customer at the forefront of all decisions. That, and ensuring top quality results, from the manufacturing process, through to after sales support and ongoing maintenance and support.
An excellent example of this is the recent Coastal Hilltop Caravans get-together, hosted at Ohiwa Beach Tasman Holiday Parks.
“More than 100 people come along and it was such a special weekend, an opportunity to meet and share a love of travelling New Zealand, Hilltop caravans and create a community of fellow minded travellers.
“The owners of Hilltop flew in for the occasion too so they could meet all our Hilltop customers.”
The lineup of 45 Hilltops was an impressive sight as well, and while not all who attended bought their caravan (some stayed in cabins), it was ‘a wonderful, shared experience’.
It’s that dedication to ensuring a feeling of inclusion and support that sees Coastal Motorhomes & Caravans experience many return customers.
“Being able to have absolute confidence in the quality of the caravans we’re selling really is the basis for continuing to build a successful business,” says Toni.
As exclusive North Island dealers for Hilltop Caravans, they also partner with South Island dealer Rolleston Caravans to promote and celebrate the brand they all represent.
“There’s something to be said about working together for the good of our mutual customers and sharing a brand we all believe in together.”
Hilltop Range
The Hilltop offerings include the new-kid-on-the-block Hilltop Grampian, a revolution in luxury, style and comfort. The new Grampian has a larger bathroom than other models, and this is aimed at those looking for the convenience of additional storage and space to shower and change with privacy and comfort.
The Grampian sits alongside other popular models the Hotham, Paddington, Feathertop, Saddleback, and Kosciusko – the family caravan with three bunk beds.
That’s not even half of the models available, and Toni and Paul excel and ensuring caravan owners are partnered with the model, floor plan and specs which best suit the type of travel they want to do.
There are of course some consistent features across all of the Hilltop models. Each one is built on a FP chassis, another family-owned business with a reputation for excellence and quality. Every aspect from framework and furniture constriction, to electrical and insulation is carried out according to rigid in-factory standards, as well as meeting all of the requirements to be fully accredited by the Caravan Industry Association of Australia and RVMAP under the RVSA.
Further reassurance is provided by the fact Hilltop Caravans maintain a digital file for each and every caravan. This system was implemented by the beginning of 2019. Hilltop has got photo evidence of each stage of the manufacturing process, all documents, and information about components, electrical, and other important facts.
As part of its ongoing growth, Hilltop Caravans now has its own electrical company arm, allowing it complete control around the quality of all electric componentry. Toni and Paul each have their own Hilltop – Toni travels in the Hilltop Paddington, and Paul explores in the Hilltop Aspiring.
“We do share the same favourite spot though from the many places we have travelled to – it’s not far from here either, which means we visit as often as we can – it’s Island View Holiday Park at Ōpōtiki. Absolutely stunning at any time of the year!” says Toni.
Being frequent RVers adds another element as to how they approach customers and service.
“We speak from experience on the fact that we too take our holidays in motorhomes and caravans – just like our customers,” says Paul.
“Knowing and understanding what Kiwis need for their motorhomes is a big bonus in this industry. We like our customers to enjoy themselves – that’s the satisfaction we get out of it, and we spend a lot of time helping our customers make the right decision.
“We’re not just selling RVs; we’re selling the ability to enjoy a holiday without restrictions any time of year they wish to go!
“It’s our job to help our customers. If we don’t think they’re making the right call when it comes to installing added extras – we’ll give them our opinion and reasons.”
Coastal Motorhomes & Caravans is built on old fashioned family values, but with an awareness of the need to be a market leader when it comes to innovation and technology.
Having a purpose-built site with a four-bay workshop, parts and accessories on-site, storage facility, a full yard of Hilltop models, as well as second-hand caravans to sell, ensures a fully rounded business model, where everything a customer may require can be taken care of.
