We arrived on time for check in, Our room was not available.
John Chetty the manager did not smile or welcome us in any form.
40mins later john gave us a key to our room which was already preoccupied.
2nd visit to reception. John gives us another room. The Spa did not work, Telephone did not work, missing a TV, and the room infested with flies!
3rd visit to reception to voice our concerns, John decides to give us an "upgrade" to another room which turned out to be more than day and a half later! Fed up and disgusted we gave up and stayed in same room.
We stayed for 3 nights and this is a list of what we put up with:
Flie infested room
Overgrown weeds and guaze (1meter high) directly outside our verandor door
Couch broken and visible dirty stains.
Drapes were broken, falling off.
Light bulbs were missing and lights in the kitchen broken and hanging down by wire.
Both lounge lights were full of flie crap and dead moths - disgusting!
Rubbish bins no lids - Flies are clearly a welcome guest. ( as the brunette receptionist puts it to us "flies are part of Rotorua summer" hmm..
Bathroom fan full with dirt - refused to use it for health issue
Hotel mini golf covered with rubbish and astro turf coming off/ ripped exposed
Toilet,Bathroom and kitchen tiles dirty throughout and some places you could scrape the dirt off!!
Children playground with rotted wood and in dire need of safety maintenance
Would not swim in the pool - needs daily cleaning and maintenance
Best thing about the hotel gym was the gym sign (gym room full of broken couches).
Disgusted with how we were treated by the manager!
We ended up in John Chettys (manager) office at 8am with photo evidence of the list above. As we were looking for a resolution. He asked us what we wanted. We asked for a refund for the 2 of our 3 night we already stayed there in those conditions. Manager John was meant to contact us within couple hours after he would speak to the directors for a resolution. With no contact from John, we called him at 8pm asking John if the directors had sorted a resolution. John even argued that we had wrong booking dates with wotif and tried to shorten our stay by a day and all this while he had someone else's booking documentation not ours.
John and receptionist came into our room to pass the resolution. They were rude and arrogant we didn't receive any refund, no apologies for any inconvenience, no sympathy. We told them to leave!
This was our 5 day family holiday resort stay which turned out to be an absolute nightmare and full of frustration and disappointment.
- Official Description (provided by the hotel):
- Need to revive and rejuvenate? Then select the SilverOaks Resort Heritage as your accommodation choice in Rotorua. The Resort is located in the heart of Rotorua with just a short walk to Te Puia, home of the World Famous Pohutu Geyser, and just 1km to the city centre.The Resort is perfect for both business or pleasure. The Resort has 41 rooms, including studio, one bedroom and two bedroom apartments, with a number offering a private spa pool or spa bath. The apartments offer a full kitchen lounge and dining area. Resort facilities include mini golf, tennis courts, heated swimming pool, spa complex, BBQ gazebo, breakfast room, guest lounge, conference rooms, internet cafe, wireless internet. The Resort in under new management and we are currently refurbishing the resort and adding additional services. We look forward to hosting our guests and welcome all feedback to assist us in providing a high quality product and service. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Agoda, Expedia, Hotels.com, TripOnline SA, Ebookers, Cancelon, Evoline ltd, 5viajes2012 S.L. and HotelQuickly so you can book your SilverOaks Resort Heritage reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Silveroaks Resort Heritage Hotel Rotorua
- Quality Inn Rotorua
- Quality Hotel Heritage