advertised pool and spa but neither operational

Great parking on-site. I think the upstairs would have a lovely view. Downstairs does not.

Very dated interior, red carpet to go with the red headboard with gold trim Pillows paper thin. Main bed is a good size. No cobwebs, is clean. Cleaners cake in daily, which we weren't expecting. We did have a bug on the bed, but we did have the windows open. So not worried about that. Fridge door seemed it wouldn't shut, they should connect the fridge door and the cupboard door. It's very noisy in the downstairs room, you can hear footsteps and the upstairs water running. The shower pressure is very weak. VERY! The blanket at the end of the bed, had a black hair inside (we don't have dark hair) and some stains - didn't look clean at all. Pool is dirty, had bugs, leaves and hair in it. Their customer service needs some work we had left our key at the restaurant, we offered to pay for a new key - if it was lost, which we knew it wasnt, and the lady was really unimpressed and wasn't going to give us a spare key to get into our room so I could grab car key to drive to the restaurant. Complained that the keyring was very expensive, that we would have to pay $50 for the key and $50 for the key ring. When I returned the borrowed key, all they keyrings are different- so seemed to be looking at extra cash rather then actually being concerned at a replacement. I understand her frustration, but talking to customers like they are children, instead of being helpful is not the way to go. We just had to go back to the restaurant to collect, but after that exchange, it ruined our stay, we definitely wouldn't go back. It is not value for money

We had a late check out for free. Staff were friendly.

We paid $650 for one nights stay when it is normally around $180 per night but there was a cyclone so our other holiday plans, along with many other campers in the north island, had been cancelled and we needed a dry place to stay. It was the last room left in all of Taupo so we took it. We weren't unhappy with the room, it was fine, just definitely not worth $650 (no conditioning, noisy bathroom fan, tired old decor) The staff were nice, and she let us have a late check out for free.

Location was great and bed comfortable. Outside patio really good. Staff friendly and non-intrusive.

Late check in due to short staff, price was inflated for facilities provided. Lack of information offered or provided. Room daily service did not take place. Disorganised in general as office unattended and rooms being cleaned last 4pm