BK's Pioneer Motel — Hotel in Māngere-Ōtāhuhu

We arrived at the international airport at 1am and were crammed into the van with a bunch of people and all their luggage and it was quite uncomfortable. Made slightly better by the lovely lady who drove us in.

We were up at 6.30am for the shuttle for our domestic flight and the guy was pretty rude, asked us for our key which we left in the room but decided to make us wait while he went to check in the room for it. It's in there somewhere so I hope you get your housekeeper to check properly before you charge me for it.

The room smelled bad when we arrived last night, like boiled cabbage and only 2 of the lights in the room worked,one would flicker for about 5mins before it turned on properly. There were broken picture hooks on the walls and these weird looking floor lino stickers on the walls that had begun migrating to the floor and leaving behind a brown sticky mess. The carpets are all stained too. The rooms on the far side opposite the office have always been noisy, and we usually get put out there but this time stayed closer to the office on the ground floor which was relatively quiet however you do hear people in the rooms around you.

We used to stay here often and would have 2 or 3 rooms per month booked by the company I work for and I have just sent an email this morning about it to our team to let them know and it's unlikely we will stay here again...

Arrived at the airport at 5am after a very long flight from the UK. I rang the hotel for pick-up which duly arrived. The person that picked us up was also the person who checked us in. I asked if there was any possibility of a later check out time than the 10am advertised due to our arriving so late. I was advised to call reception at 8am as the person on duty couldn’t authorise that. I said that if I had to do that then there would be little benefit to it as I would need to be awake anyway! However, at 8am the cleaning staff actually came in to our room and woke us up. Admittedly, they swiftly left, but point being it shouldn’t have happened in the first place! Also the cleaning staff were talking very loudly outside our ground-floor room, that there was no incentive for us to request a later check-out, so we decided to cut our losses and leave. On checking out, I discussed my issues and request with the member of staff that was on duty, but all that I got was an apology, nothing else. |Bear in mind, the motel is quite a distance from the airport, with limited facilities close by if you do not have your own transport. With hindsight, I wished I’d chosen to go straight to a city centre hotel. |Based on my experience, I would...

Absolutely terrible customer service experience. Charged twice for our stay in Jan 2025 that we only discovered because I happened to check bank statements so I suspect they would have happily kept the money if I hadn't followed up. Nobody bothered to apologise until I pointed out that they hadn't, it took 10 phonecalls (none of which never resulted in return phonecalls as promised), an email nobody bothered to reply to and 11 text messages to these guys and 23 days to get our money back. Be aware, these guys are not part of the Best Western chain as advertised in some places online, a phonecall to Best Western in America to try and get help with refund revealed this. Accommodation itself was okay and shuttle reasonably handy, location only good for airport but the terrible customer service will see us never return and warn all our friends and family. Do yourself a favour and book a different airport hotel. *Edit. Yes I was eventually provided a refund after providing correct card details after BK were trying to say that I had paid with a card I've never owned...a phonecall from BK could have cleared that up...