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“Disappointed”
Review of Princes Gate Hotel

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Princes Gate Hotel
Ranked #33 of 92 Hotels in Rotorua
Perth Western Australia
Level Contributor
11 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
“Disappointed”
Reviewed 27 July 2012

My family and I stayed at the Princes Gate Hotel Apartment Suites for 2 nights in July 2012 which adjoin the main hotel. Although the actual hotel may well deserve the 5 star rating, unfortunately the same cannot be said for the apartments.

I probably would rate these suites somewhere between 3 and 4 stars, but what stopped me giving a higher rating were the following issues:

- radiator in the main bedroom (could not be turned off which meant we had to leave our beedroom door open at night to cool off). This matter was reported to reception on the second morning and we were advised someone would look into this for us. Needless to say when we returned to the apartment at the end of the second day, the matter had not been addessed and no one left a message to inform us they had investigated the matter. This meant we had to have the bedroom door open a second night.

- one of the dining table chairs had a huge stain mark on the fabric (located on seat of chair). It looked like this stain had been their for a while and no one had attempted to clean it.

- black smudge marks on lounge room wall near fireplace

- chrome had rusted away on main bathroon taps which gave an unclean apperance.

Overall, the suite was above average but in fairness to my family who stayed in this suite I feel a very good rating would not be truly represntative of what we experienced.

I raised the first 3 issues with Management on the morning we left and we look forward to receiving their reply.

  • Stayed July 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Winship51
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
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English first
Level Contributor
8 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 27 July 2012

We had a great stay at the Princes Gate Hotel in Rotorua. The hotel is well located within an easy distance of the Rotorua Museum and Polynesian Spa, and a quick walk to the rest of the town and the lake.
Yes the decor was full on, and yes there were some creaks. We stayed in the Elizabeth Room and it was definitely surprising. But this is a building with a story, and from our perspective, the creaks and flamboyance gave it an edge of authenticity that far outweighs places with a sterile experience.
The hotel has a wonderfully warm and comfortable lounge area that is conducive to drinking red wine and reading a good book or surfing the net on an iPad. The dining area is formal, but our experience of breakfast was one of attention to detail and meticulous service. Not a huge fan of the filter coffee, but over all lovely breakfast.
The thermal pools were a highlight for us - clean, expansive and serviced by good poolside facilities.
We cannot fault the staff in this hotel. They had a sense of humour and were unfailingly helpful whilst being extremely professional.

  • Stayed July 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank JK W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PrincesGateHotel, Guest Relations Manager at Princes Gate Hotel, responded to this review, 29 July 2012
Thank you for your feedback regarding your stay with us at Princes Gate Hotel. You''re right. The convenience of our boutique accommodation in the heart of the City make it the perfect location within easy walking distance of many of Rotorua''s notable sights and attractions.

Each room has been individually decorated to keep in ""theme"" with the period of the Hotel, and offers valued guests something uniquely different to our more contemporary peers.

The age of this historic icon do indeed lend itself to the odd creak which many guests have found adds to the flavour of their yesteryear experience.

We''re pleased that your overall reflection of your stay was a positive one and that you found both the standard of service and facilities of a high standard.

We hope you will consider Princes gate again when you next visit Rotorua, as it would be our pleasure to host you.

Warmest regards,

PGH Team.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, England, United Kingdom
Level Contributor
23 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 26 July 2012

My experience of the PGH was pleasant overall, the staff were friendly and check-in and out was efficient but there is still room for a lot of improvement. The décor was oddly OTT and could be best described as Laura Ashley on Acid, some pattern clashes going on. However, the lounge was cosy with a roaring fire and comfortable sofa’s where we enjoyed a drink. We were appointed a room on the first floor that was basic and could have benefitted from a new bathroom and some redecoration. However, it was inoffensive and just passable. In the morning I awoke early and decamped back down to the lounge where I jumped onto the wifi through a code given to me at reception. This lasts half an hour so I found myself making 3 trips. The room was pleasantly tranquil so I used my mic and headset as not to disturb the piece. During this time the manager quietly (but in earshot of me) rebuked one of his staff in a side room with the door open for 10 minutes. My message to the manager is that whatever his staff did it couldn’t possibly be a bad as reprimanding a staff member in earshot of a guest, close the door! I was then told by the receptionist (who was following instructions and appeared embarrassed to have to tell me) that I was not allowed to use Skype in the lounge, which is an unusual policy and would be best dropped. My father then arrived downstairs looking a little grumpy and very tired. When asked how he slept his reply was very little. The cause of his lack of sleep can be best described as being in the set of a porn movie where the actions of his neighbours were amplified into his room followed by a chat and cigarette outside, this was complemented with a chorus of snoring from his other neighbour. The breakfast was good but could be brought into the 21st century, tinned fruit just isn’t served in hotels anymore but the eggs and bacon were fine. On a positive the dining room is very nice. The PGH has a lot of positives, cosy, comfortable, fantastic architecture with nice staff but the negatives just crush these. The main issue is the problem of the walls being paper thin and this is a really deal breaker and would stop me from recommending the hotel.

  • Stayed July 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
1 Thank Antony C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sydney, NSW, Australia
Level Contributor
85 reviews
56 hotel reviews
common_n_hotel_reviews_1bd8 84 helpful votes
Reviewed 21 July 2012

This was a last minute booking and our group had three rooms. We paid from memory around NZ$150 and this excluded breakfast. All three rooms had limited window space and no views. Check-in was efficient and bags taken to our rooms. The quality of fixtures, fittings and furnishings is a bit average in relation to the tariff. I concur with other comments regarding noise transmission and this is probably unavoidable in a heritage weatherboard building. Nevertheless, insulation between rooms could be much improved. I read with interest the proprietor's response regarding the a la carte breakfast. I don't recall being offered an a la carte menu (perhaps we were) but irrespective of this, the buffet was way below average. The lounge area was pleasant enough with two fires burning although the decor can only be described as schizophrenic with a clashing riot of patterns that seemed oddly thought out. House keeping was a bit below par too, at least in my room. The staff were friendly and helpful however and the location good, but overall a three star experience.

  • Stayed July 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank aussiepiper
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PrincesGateHotel, Owner at Princes Gate Hotel, responded to this review, 29 July 2012
I write in respect to the above comments, and advise the following in response: As stated previously, The Princes Gate Hotel has many different room types to cater to all budgets and needs. In this case it looks as though this particular guest stayed in one of our Classic Rooms which are our smallest rooms but are priced accordingly. These rooms are beautifully, individually decorated within the hotels elegant style and as mentioned kept immaculate. We provide seasonal rates of $125+GST during winter, through to $145+GST during our summer period. We also have the options of our Estate Rooms, Designer Rooms and 1 Bedroom Suites, all of which are larger and offer the guest different accommodation (again priced accordingly). We take each guest personally and carry their luggage to their rooms on check-in. At this stage this guest could have mentioned to us that they were not pleased with the fittings or design of the room and we would have been more than happy to show them other rooms with differnet furnishings and move them if they so chose. We are in the middle of upgrading our rooms again as we do regularly, so as to keep our rooms and themes fresh with new fittins, furnishings and colours.
With regard to the noise, our hotel as mentioned is very old and it is an issue that we are always working on to improve including dampeners in the floors and we are also going through each area in the hotel and putting sound deadening in the walls .
While we do not promote views from our rooms, all our rooms also have windows that can be opened and most open onto a wonderful outdoor balcony both upstairs and downstairs which are great for sitting in the sun with a wine and chesseboard. We would have more than happy to show these guests to any available upstairs balcony rooms if they had so requested.
With regard to breakfast, you should have been offered our a la carte menu and if not, we do apologise. We have also gone over our standards that we expect of our buffet breakfast and can assure readers that our food is always fresh, well presented and has many options. Also I totally disagree with the comments on our lounges decor and patterns as we have never had a comment like this before. It is a wonderful, large, warm room keeping in tune with the hotels theme and is great for relaxing in when the fires are going. This is a comment based purely on personal taste
I do thank the guest for their comment about our wonderful location as we are perfectly located within the city centre and close to many of Rotorua's attractions and amenities and for our service being excellent as we pride ourselves on delivering great personalised service to each and every guest.
Regards,
Brett Marvelly - Owner
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Auckland, New Zealand
Level Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 11 July 2012

The location is excellent as it is close to the Information Center and Polynesian Spa. The room was clean but it was very very very small!!!!! There was no window in the room as well. The water heater didn't work and we had to buy water from Park'n'Save. The room rate is not cheap but not worthy. Not as my expectation.

  • Stayed July 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Pretty F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
, Owner at Princes Gate Hotel, responded to this review, 13 July 2012
I write in respect to the above comments, and advise the following in response: The Princes Gate Hotel has many different room types to cater to all budgets and needs. In this case it is obvious that this particular guest stayed in one of our Classic Rooms which are our smallest rooms but are priced accordingly so. These rooms are beautifully decorated within the hotels elegant style and as mentioned kept immaculate. We provide seasonal rates of $125+GST during winter, through to $145+GST during our summer period. We also have the options of our Estate Rooms, Designer Rooms and 1 Bedroom Suites, all of which are larger and offer the guest different accommodation (again priced accordingly). We take each guest personally and carry their luggage to their rooms on check-in. At this stage this guest could have mentioned to us that they were not pleased with the size of the room and we would have been more than happy to show them our other room types and move them if they so chose.
With regard to the heating, our hotel is thermally heated and all rooms have wall mounted radiators which keep the rooms wonderfully warm at all times. The heater may not have been turned on, but would simply have taken a turn of the tap located at the top of the radiator, or again, one of our staff members would have been happy to turn it on for this guest.
All our rooms also have windows that can be opened so I am not sure what the guest is saying in this regard.
In relation to the comment about having to buy water, I have no idea what they actually mean with this comment but can only say that Rotorua has beautiful, clean, fresh tap water that is perfectly fine to drink. If the guest had specifically wanted bottled water, then we also have both still and sparkling water available both in the mini-bars within each room, or in our downstairs Club Bar.
I do thank the guest for their comment about our wonderful location as we are perfectly located within the city centre and close to many of Rotorua's attractions and amenities.
As mentioned in previous replies, it is particularly frustrating when guests have issues that could be quickly and easily resolved if they had mentioned this at the time. I cannot accept, and give this advise to others, any issues that are raised during check-out or after the guest has left the hotel as this does not give any opportunity for the problem to be fixed or to provide the guest with the stay they had expected.
Regards,
Brett Marvelly - Owner
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Palmerston North, New Zealand
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 11 July 2012

Hi, we had the occasion to stay in Rotorua a couple weeks ago and we were most delighted with the Hotel.
The staff were great, very helpful and polite etc. The food was great and we had a good time with our in-laws from the States.

We will be coming again when that way. What a great stay we had we will be back thats for sure.

Jeff & Gabrielle

  • Stayed July 2012, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank AliceTBear
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PrincesGateHotel, Guest Relations Manager at Princes Gate Hotel, responded to this review, 22 July 2012
Hi Jeff and Gabrielle,

Thank you for your feedback following your recent stay with us. We're pleased you found our boutique Hotel, food, and service an enjoyable experience.

We look forward to hosting you again when you're next in Rotorua.

Warmest regards,

PGH Team.
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Opotiki, New Zealand
Level Contributor
46 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed 10 July 2012

Very old building been superficially tarted up.Rooms have paper thin walls. I spent the night listening to a couple getting to know each other very well (she had a lot of stamina) and on the other side a gentleman practicing for the snoring Olympics. He will surely get a prize! As the room was accessed by way of a veranda there was a lot of foot traffic during the night so the door couldn't be left open and it was the only source of fresh air as there was no window and the room was very small and tatty. Although the room rate is not cheap or even moderate breakfast is not included and is not up to scratch - consisting of cereals, fruit, bacon and fried eggs and toast.
All in all an old hotel trying to be something that it isn't. Quait it ain't.

  • Stayed July 2012, travelled solo
    • Value
    • Location
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    • Cleanliness
    • Service
Helpful?
4 Thank Peakfarm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
, Owner at Princes Gate Hotel, responded to this review, 11 July 2012
Obviously this guest has an opinion and has had a bad day. Maybe this could have been attributed by a long flight and a change of time zones. He has criticised everything that we have been working on for a very long time. He has however, got one thing right and that is that the building is 116 years old and has been beautifully restored and has an independent Qualmark grading of 5 star guest and hosted property. With an old building which has been recognised by the NZ government with and A listing, you have to appreciate the style that it offers.

Being specific to his comments, I would like to offer the following.

All rooms have windows. All rooms have been totally redecorated in the last twenty four months. Most of the rooms do have a beautiful wrap around balcony with chairs where our guests can sit and view the beautiful gardens opposite the hotel.

Breakfast is a la carte and has many options including eggs Benedict, with or without salmon, omelettes, eggs Florentine, pancake stacks, a big breakfast and as the gentlemen said bacon and eggs of your choice. We also have a children’s selection with includes dipping eggs with soldiers, hot oatmeal served with brown sugar, bananas and cream. We also have a full continental selection of fresh fruits, cereals, freshly baked muffins daily, a selection of breads for toasting. We also have a full selection of coffee and tea. Combined with this, we have total service in the restaurant i.e. no one has to make their own toast or pour their own coffee. I feel this alone clarifies the inconsistency of his story.

Further credibility to my explanation is his grading of location. Our location without doubt is the best in our city. We overlook the world famous Government Gardens, museum, art gallery, Polynesian Spa, golf course with the lake being 100 meters away in one direction and city retail 100 meters in the other direction. I therefore am not going to argue with his emotive grading of room, value, service, cleanliness etc other than to once again question whether he had a bad day.

As on owner operator, you live and sleep your business which we have done now for 26 years. I am extremely proud of all our rooms and our staff and the ambience and style that this gorgeous hotel offers. In saying all of this, I am sorry that the writer did not enjoy our world.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Princes Gate Hotel

Property: Princes Gate Hotel
Address: 1057 Arawa 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 Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Shuttle Bus service Suites Wheelchair access Airport Transportation
Hotel Style:
#10 Business Hotel in Rotorua
#28 Romantic Hotel in Rotorua
#28 Luxury Hotel in Rotorua
Price Range (Based on Average Rates): £
Hotel Class:4.5 star — Princes Gate Hotel 4.5*
Number of rooms: 50
Official Description (provided by the hotel):
The Princes Gate Hotel, the ideal accommodation whilst staying in Rotorua. The most famous Hotel in Rotorua built in 1897. This timeless, beautiful hotel is privately owned and operated. Our hotel rooms offer style and sophistication that depict a bygone era. The Princes Gate Hotel is not just a hotel but also an attraction. It has been masterfully restored through passionate attention to details. We look forward to having you stay with us in our beautiful & grand Princes Gate Hotel. ... more   less 
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Also Known As:
Princes Gate Rotorua
Hotel Princes Gate

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