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“The most disgusting hotel ever”

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SilverOaks Resort Heritage
Ranked #90 of 92 Hotels in Rotorua
Reviewed 31 January 2011

The hotel room was not what was advertised. Resort? No way!
The room was filthy. The carpet was smelly and badly stained. The kitchen was very dirty and full of grease grime. One of the spa pools was green with slime so we didnt even venture into the others, although waving a look at 2 others they were not much better. The beds fely like you were sleeping on dirty bedding. The loungue was broken with ripped fabric and smelt like something was either living in it or had died in it.
The place needs a complete overhaul. We feel we were mislead and completely ripped off. I have photo's but will escalate them to the group management and the booking agent.
Warning do not stay at this location!!

  • Stayed: January 2011, travelled with family
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1  Thank awjones
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Greg W, Owner at SilverOaks Resort Heritage, responded to this reviewResponded 21 June 2014

Thank you for feedback in relation to your stay in 2011

We are taking this opportunity to let you know we have made sunstantial changes to the hotel service and quality since your stay

We would appreciate the opportunity to accommodate you again.

Kind Regards

Greg Wilson

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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335 - 341 of 369 reviews

Reviewed 19 January 2011

We stayed for 3 nights in a 2 bed apartment with a kitchenette and living area. My first impression was that it was quite big and spacious with 2 little sofas and a good table in the kitchen area. Then after a few minutes it became apparent that it hadn't been properly cleaned ( crumbs on the sofa, hair in the shower cubicle), and that the decor was at least 15 years old and hadn't been modified.
There wasn't adequate cleaning equipment in the kitchenette, and only one small tea cloth, which we had to use as a dish cloth. All the crockery and saucepans needed to be washed before being used. On the plus side, they did give us a brand new dish brush after a day, and a few more tea towels when asked.
One of the window blinds in the bedroom was broken so couldn't be opened - and despite reporting this to reception on arrival, this was never fixed.
No chopping board or sharp kitchen knife were supplied, but the on-site restaurant provided us with them after a request.
There were no cushions on the sofas, and they were pretty uncomfortable to sit on.
The tap in the bathroom basin wobbled so much that we thought that it was going to fall off.
On the plus sides, the beds were comfy and clean. The place was spacious. There was a lovely little outside hot swimming pool. The shower was good. A selection of complimentary tea and coffee were provided.
The complex itself is very big and it could be fantastic. It just needs better management and more investment.

  • Stayed: January 2011, travelled with family
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Thank Ally_loves_camping
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 16 July 2010

My wife had stayed here previously so we came down as a family.
I would never stay here again, and wouldn't recommend it either!!
The young lazy girl on reception was so rude!
She obviously didnt want to be there and sat on her chair rather than engage in conversation normally.
She had a facial piercing that looked like a metal wart and looked like she had just woke up.
She snatched our credit catd from us and threw our room key at us, all while moping and giving us "the evils"..disgusting behaviour.
The rooms were average, in need of repair and redecorating from the 80's decor to something modern would help...Maybe clean the shower to gid rid of mould?!
The oustside spa pool was ok, but the roof had fallen away and was replaced by a loose piece of rigid plastic.
Given the state of the place and the attitude we received they should pay visitors to stay there NOT the other way around!
FAR TOO OVERPRICED FOR WHAT IT IS!

  • Stayed: July 2010, travelled with family
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Thank JASEK8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SophieAuckland, Owner at SilverOaks Resort Heritage, responded to this reviewResponded 2 December 2010

We are very disappointed to receive your comments, in particular the attitude you appeared to receive from our receptionist, I advise that that receptionist no longer works for us, I believe she is how working for another Hotel.

We appeciate your comments both positive and negative as it assists is in improving our service to our valued customers

Regards Greg Wilson

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Reviewed 21 May 2010

This motel would have to one of the worst places we have stayed, we are seasoned travelers and were shocked by the condition of the room and the run down state of the complex.

We booked into the Heritage – Silver Oaks in Rororua on Fenton street on the Wednesday the 12th and 13th May 10.

We chose to return to this property, as in the past we have had many wonderful experiences with our family whilst staying at the complex when it was run by Hugh and Sandy Lilly, we thought this might be a nice trip down memory lane – this was not the case!!

We arrived in the early afternoon, on our arrival we were met by a lovely young lady who was very helpful, she gave us the key and told us where to park. We were directed to unit 5, where we were met by a very un-pleasant damp smell, we noticed that there were no towels, toilet paper, pubic hairs in the bottom of the shower and hair over the floor in the bathroom, a very dirty shower with mould around the shower door frame and cubicle, and the fridge was off.

We opened the windows and then left to enjoy some time with a very sick elderly aunt, the reason for our trip. On our return we attempted to watch the television, this was not a pleasurable experience as the TV screen was green, hence we turned it off!

Next we thought we might have a spa as this was why we booked a spa-unit – well that was a huge disappointment to say the least. The spa was in a state of disrepair in fact it was cracked so badly that we thought it may have presented a health and safety risk. To top that off when one looked up to the roof of the spa area there was copious amount of rubbish that had obviously been there for some time – no one had bothered to remove it – not a good look when you want to have a relaxing spa...

The smell did not get any better so the following morning we did some investigation and found damp and moldy carpet and walls around the inlet pipe to the thermal radiator on the wall. We went to the office and voiced our concerns and the potential health risks of the mould spores in the air whilst in the unit. The young lady was apologetic and extremely helpful and offered to move to another unit which was number 34. We checked this unit out first and again found that the radiator in the living room area was leaking and the carpet was damp and moldy – but not as bad as unit 5, however we did place a pot under the pipe to catch the drips and were amazed at the amount it had collected in 24 hours. We notified to office of our concerns again, however we had no choice but to take the unit on offer.

During our stay we very very disappointed with the presentation of the whole complex, overgrown weeds in all gardens, dead leaves everywhere, a pile of trimmings of shrubs and trees blocking the path to the tennis court and the back of the units, an interior chair placed against the tennis court fence had obviously been there for some time – overall not a good look.

We have been in the hospitality business ourselves for many years and would definitely not recommend staying at this property to the many guests who wish to be recommend where to stay around the country.

As you will see we have attached images as confirmation of the conditions we experienced for your consideration – we implore you to seriously consider some maintenance is carried out at the complex sooner rather than later.

We hope that this is not the standard that guests can expect from any of the other Silver Oaks properties – please...

  • Stayed: May 2010, travelled as a couple
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Thank BOIHA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Greg W, Owner at SilverOaks Resort Heritage, responded to this reviewResponded 21 June 2014

Thank you for your feedback

The Resort is now under new management, and we would like to welcome you back to show, what we believe, is a substantial improvement in quality of the property and service

Kind Regards

Greg Wilson

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 May 2010

In short, despite the criticisms here, I've experienced worse. We booked the One bedroom unit which had a dining/sitting, kitchenette a Seperate shower and toilet. 2 TV's with standard Sky Television (a NZ pay TV operator) were provided. Staff overall were generally quite friendly. Our unit was clean enough on a superficial inspection and seemed to be overall acceptable, though some of the places were missed (Cupbaords were filthy, not that we'd get a chance to use them anyway as we were staying one night only).

Main outdoor pool was quite tidy and well kept. The private spas were enjoyable but needed some obvious TLC. In the end you get what you pay for, but didn't think it was too badly priced. Complimentary Continental breakfast was also provided for our room... Probably the most bare continental breakfast I've seen but did the job (The dining hall was empty and only us and a group of fire brigade personnel attending some function were there).

I think the main issue for us at least would be that the room we ordered was stated as having two separate single beds (in the sitting room area) and 1 double bed. We were expecting something like sofa beds in the lounge, but got 1 double sofa bed which was creaky and absolutely hideous to sleep on. Predictably, the person who drew the short draw to sleep on the sofa bed did not sleep at all well. Would I recommend? With certain reservations, Yes (to those on a budget). But beware of the sofa beds when going to make your booking.

  • Stayed: March 2010, travelled with friends
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Thank youf1984
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 15 May 2010

This place was very reasonably priced for Rotorua but was in very poor condition and in need of a huge revamp.It seemed that only one woman was attempting to manage this large resort, and in its "heyday" the facilities would have been good: large thermally heated pool, individual private mineral pools, tennis courts, mini golf, and a barbecue area.
However, the place was not very clean and everything about the place was dilapidated and worn

  • Stayed: May 2010, travelled as a couple
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Thank KiwiTwo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 April 2010

We were attracted to this motel because of it had a one bedroom unit for the same price as a studio in other places. We were told there was a night porter and arriving late was no problem. I did not get a very warm welcome from the night porter at midnight, who had obviously just got out of bed and still in night clothes.

Apart from our tepid welcome the staff were exceedingly polite and friendly and very helpful. The motel is obviously old but has been re-painted, the outside is very clean and recently painted, however the unit itself was dirty, shower cubical was dirty as was the kitchen. The heating system of radiators was very efficient but noisy, showers in the upstairs units woke us in the morning. Our older son was to sleep in the separate lounge on the pull out sofa, however it was the most uncomfortable bed i have ever seen, he ended up sleeping on the thin mattress on the floor.

The heated outdoor pool was very well kept, water quality was very good and just the right temperature, pool surrounds were clean and tidy.

If the owners improved upon the room cleanliness, put better sofa beds in, kept the price the same, I would recommend it to people looking for cheap accommodation.

  • Stayed: April 2010, travelled with family
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Thank RTL-Kiwi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Greg W, Owner at SilverOaks Resort Heritage, responded to this reviewResponded 21 June 2014

Thank you for your comments in 2010

Since 2010 we have substantially improved the quality of the property, from refurbishment, maintenance program, new pressed hired linen

We would appreciate a future review of the property

Kind Regards

Greg Wilson

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about SilverOaks Resort Heritage

Address: 349 Fenton Street, Rotorua 3010, New Zealand
Region: New Zealand > North Island > Bay of Plenty Region > Rotorua District > Rotorua
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#35 Spa Hotel in Rotorua
Price Range: £52 - £88 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — SilverOaks Resort Heritage 3*
Number of rooms: 41
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 
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Also Known As:
Silveroaks Resort Heritage Hotel Rotorua
Quality Inn Rotorua
Quality Hotel Heritage

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