We arrived at 6pm for a two night stay and upon arrival were informed that they had been trying to reach us (there were no missed calls, texts, Booking. com messages, or emails on my phone) because we could no longer stay as their electronic key cards did not work and we would not be able to access our rooms. This was a disaster as we now had no place to stay. The two they suggested had no beds and they offered no help in finding an alternative. We did end up finding a place outside of town. I asked for a refund as I had already paid for two nights via Booking.Com and they said they couldn't do until credit card was back on line (apparently somehow linked to the key card issue). They took my cc info and promised it would happen the next day (Friday) and they'd call after to confirm. No calls received, could not get through on phone so drove back Friday evening and asked. Now they said they couldn't do till Monday. Still nothing the next week or week after. I gave them a couple weeks because of cyclone and eventually spoke to a manager who said they'd of course pay me back and that I should email my credit card pictures (I was a bit reluctant but did this promptly). This was over a month ago and I still have not heard back despite two follow-up emails. I have tried calling multiple times but desk has been unstaffed each time so went to voice mail. I have now involved booking.com - has also been a bit tricky to get in touch with them but they are apparently now looking into this. If no response in next couple days I guess I'll go via credit card. This is completely ridiculous! In fact I feel like this hotel has robbed me. I have stayed there once before and service was also not great. Location is perfect and place is reasonably clean, but the staff is not good and I have previously experienced disorganization. I strongly discourage anyone from staying at this property.

Nothing

There was friendly conversation and caring changes made when we requested that the room we were first given was not in alignment with our booking. The woman tried to make it better for our stay, however the next room wasn’t properly ready for us either.

The standard of cleanliness was quite poor in our room. I don’t usually like giving negative feedback but I really feel that if this motel is going to receive bookings online and selling things as it looks on it website - they should atleast add something to say we are currently understaffed or pool closed or something to let people know. The cost of our room was still expensive considering the sink was blocked and the toilet or bath wasn’t cleaned properly. There was still dust everywhere and the sliding door to the deck was open - the outside table covered in bird poo and feathers. It just didn’t feel like it was ready to host other people.

The staff manager was working over and above to try and keep the customers happy but because she is not sure who are paying customers and who are displaced it made you feel like you were not fully looked after. She was so nice and polite. Room was clean and spacious

The hotel had no cards to enter the room had to be let in by the staff due to people who were staying due to the flooding and they were not returning the cards or having x3 cards, I realize that some people are displaced however when your a paying customer you expect to have a card to get into your room at least and then being deactivated again so locked out. Security is very poor because the carpark the entry where you get a code for the door is just left open and no cameras monitoring the people and families going in and out. Shocking!!!!Pool was green and the room was by smokers. If the owner does not sort out his hotel security I'm afraid I won't ever stay there again.

too much to list

Terrible manager

The room was spacious, great view of pool, location was perfect and check in and process was super easy.

Staff we good and helpfull.

Lift working some of the time. Restaurant closed all the time. Room key cards only worked for 24 hours (Repeatedly)

Unfortunately, the TV in our room was not available due to technical difficulties. the room was comfortable and in an awesome location.

I booked to stay here with my brothers family and was told they didn’t have his room as it was double booked. He had to stay at another hotel (lucky for him). During my two night stay, the restaurant was closed, there was no room service, the sky tv didn’t work and the main lift didn’t work. I had to go to front desk numerous times (up and down the stairs) as the key card continually didn’t work and we couldn’t get more than 1 card for our room as there weren’t enough. The service desk was unattended for a over half an hour around (10:30am to 11:00) with a note saying taking a 15 minute break. So both reception people took a break at the same time meaning I couldn’t get my room key recoded for over half an hour. I rang the desk and asked if they had pool towels and was told “Um I don’t think so?” the spa didn’t work and was so cold. There was absolutely nothing good about this place. it’s so poorly worn out, our leather chairs were ripped and there’s mould in the bathroom showers. my son slipped on our balcony area because it had rained and the drain was blocked rendering a huge puddle. Overall the staff didn’t seem experienced, professional or to care at all. This was by far the worst accommodation we stayed in during our visit to New Zealand.