4/10 Poor
Keri
Traveled with family
Sep 29, 2024
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
I hate leaving a negative review, but our experience was very frustrating. We had a change in travel plans so we could only stay one of the two nights we had booked. I phoned ahead the week before and asked if I should cancel my booking and re-book for one night. I was advised that would be more expensive, so I kept the booking. I called the day we were to arrive and they said since we hadn't shown up the day before, our booking was cancelled and we'd have to re-book (having been charged for the first night). We were fine paying for the first night, but after many many phone calls over two hours with their customer service, they still tried to charge us a premium on the new room booking. It was only once I spoke to the manager and provided the date and time I spoke to the previous person the week before that they honoured the original price. The room was beautiful, comfortable and very clean, and there was a lovely tray of treats given in the room. Having said that, the sofa bed was terrible- you can feel the springs distinctly and it gave my daughter a back ache. For the price I paid I would have expected better customer service. I contrast that with the QT in town, who generously offered to hold our luggage free of charge for the day so we didn't have to Uber all the way back to Lower Hutt to collect our luggage before our flight. Anyway, I was very disappointed and won't be staying at this hotel again.
Keri
Stayed 2 nights in Sep 2024