Hackthorne Gardens Luxury Accommodation — Hotel in Christchurch

Very dissatisfied with this accommodation. No staff regularly on site just a mobile number to call. The gardens are not luxurious as per their website, lawns overgrown, weeds a metre high, large trees blocking views, pond green and slimey, outside paintwork peeling, pathways cracked and covered with debris, windows not clean.Our bathroom flooded due to a blocked drain on our first morning. Tried to phone reception, phone did not work. Went around building looking for anyone to help. Finally a gentleman appeared, told him the shower had flooded. His first response was are you the people who complained yesterday? No we’re not, but he obviously knew it was an issue. Said he would sort it out, but we could not have the room cleaned or fresh towels (which we used to stop the water flowing out of the bathroom onto the carpet) because we had not opted in when we checked in. Fuming we went out for the day, returned at 3pm, room still flooded, towels on floor nothing done. No staff in building, called manager he said cleaners would be there at 2pm, clearly told him that it was after 3pm, so he was lying. At this point he did not offer any assistance, another room for the night, or any compensation. We waited until 4pm, cleaners came said they knew drain had been blocked several times, but a plumber was required, and one was coming the next week. Still no response from management. We then obtained accommodation at another hotel for the evening, as we were going out and needed to get showered and ready. So left the premises, texted the manager advising we had checked out and we’re disgusted with their management of this situation. We asked for a refund of our 2nd night, which of course we never got. He then had the cheek to text back later that evening, saying he would not refund as we had left of our own accord, and he was going to offer another room, but we had already left. HE HAD ALL DAY TO OFFER...

So the write up for this hotel looks really tempting but look carefully at the actually reviews … what’s actually happening ??? …… well it’s owned by a foreign business man who I suspect is there once every so often.||||There are 5 rooms in the hotel – one very large suite and then 4 normal size rooms, the room we were in had a stunning stain on the carpet, tea but no strainer. After booking I got a confirmation email about no restaurant service, and it’s true the web site does not mention food at all – this isn’t actually a problem as there is plenty of options very local to the hotel but it’s written up as Luxury Accomadation.||||The Hotel is actually stunning and the location really very good but it’s really just 5 rooms in a nice location with a living room that’s shared.||||There are cigarette butt’s all over the place left in ash trays and that’s fine if you smoke but not if you’re an ex-smoker.||||The air con, try as you might was unable to do anything other than warm the room and we ended up with an open window||||Eric ( & his partner) do a really good job of trying to make it all work but they are fighting an uphill battle, the place is really an up-market Bed & Breakfast but the breakfast is trying to be continental but failing. I can see why the owner would want to try and use the building while he is away but if they set their mind on being an upmarket B&B then it would work but it needs quite a bit of effort to achieve that.||||Marks out of 10 for effort probably 8 or so but marks out of 10 for actual delivered service …. 2 or 3||||Have to say I will not be...

*** To response the comment of the owner * It is totally inappropriate to bring our RACIAL background into this argument. I think it can reflect the poor quality of this business and their staff members. As residents in New Zealand, we understand it is very common to check out a hotel room at 10am, that is why we called at 9:30am (to the number display at their reception). However, there was NO ONE ANSWER the phone until they call back at 06 past 10. The lady immediately threaten to charge us late check-out fee and all we asked is just some simple courtesy. I have never seen such a horrible horrible customer service. Instead of listening to your customer's feedback, you started a pointless fight and personal attack. We have launched formal complaint to the booking.com. We suggest everyone stay away from...