To put this review in perspective my husband and I were really looking forward to a weekend away in Rotorua, he was doing a race, I was keen for a change of scenery - looking after a newborn and a 2.5 year old. It was vital to our comfort and stay that we had a two bedroom unit - those with young kids know this is no brainer to insure sleep and some enjoyment while away on holiday. We booked this place specifically because we wanted a two bedroom unit. We knew it was in the budget range - the hotel itself is fine for what it is - but the service was out of this world RUDE by the female owner.
When we arrived we were told our unit had flooded, and there was only a one bedroom unit available. When I politely explained why we needed a 2brm both the male and female owners made us feel like over demanding customers, it was inferred that we should be fine in a one bedroom (her grandchildren stay in it!) and also that it was somehow our fault because I had put down 3 guests as staying - not four (didn't include my newborn!) So therefore they didn't need to ring us prior to our arrival and let as know that our room was not what we ordered because 3 can fit in a one bedroom. Customer service 101 - accidents happen - granted - but they could have given us the choice to find alternative accommodation. Never assume!
Although they did try to find alternative accommodation for us once we had arrived at the motel - they refused to pay any difference we might incur - saying a natural disaster is not their fault and they were out of pocket too! When we asked if the one bedroom was cheaper - they said No it was the same price as a 2brm as it was the same size and we could measure the floor space if we wanted to! I have never come across a place that charges the same for one and two bedroom units.
Basically I could go on and on about the bad service at this place, the woman always had to have the last word and practically shouted at me "I don't want to argue" when all I was asking was valid questions. We stayed the first night as we had no choice, our large (you should feel lucky to have it!) one bedroom unit was on the road - loud - and the front door had no internal lock so our son could open it and wander out onto the road. When we mentioned this to the male owner he was helpful and put a chain on the door - but once again we were made to feel OTT about this. We stayed one night as we had to and then legged to The Havana - cheaper and lovely friendly staff..great outdoor hot pool and guess what - they had a chain on the door!
- Official Description (provided by the hotel):
- Located at main road of Rotorua, Our premises is just walking distance away from city focus of shops,restaurants and cinemas. An amazing day can be started from Kuirau Park, the local hot pot situated next to us, including hot springs and mud pools, for exploring the city steeped in Maori history and legend. All guest unit is self-contained with full kitchen and some of them are wheelchair accessible. Free wireless connection and SKY 50+ digital TV are offered. Genuine mineral SPA as well as an outdoor swimming pool gives you opportunity having water fun. ... more less
- Reservation Options:
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- Also Known As:
- Kuirau Park Motor Hotel Rotorua