Capri On Fenton — Hotel in North Island

I thought this hotel was one of the best in Rotorua, but I was wrong. My experience was disappointing, especially with how they handled the situation. Their response was unprofessional, and it left me feeling frustrated and dissatisfied.

I am extremely disappointed with my experience booking this hotel. My booking was canceled without any prior contact or notification, and I was left unaware of the situation until they have cancelled my bookings. The reason given was that my credit card was declined during the test process, which is beyond my control, and I confirmed that I do have more than enough money on credit card. What makes it worse is that I was informed the owner instructed the staff not to allow me to rebook. And I was given the unacceptable reasons that they do not want my group at their motel as I have booked to many rooms (5rooms for 15people), and the staff also mentioned that if we do not turn up, who will be paying for this because there was no funds on the credit card. Then I have offered them I could provide a nz credit card instead as the one provided earlier the bank might block due to the oversea transaction (its oversea cc) or it need an otp code to process it though. The staff kept denying my booking which seems unfair and unreasonable. Even more I have offered him again I can pay for my booking now but he still denied. After hung up the phone I have called the other receptionist who worked in Arista (next door and same owner), I have asked for help and asked her to contact owner for me as this seemed very unfair but I was shocked how the owner responded to this as he did not want my bookings.

I decided to make phone call again to Capri and now the staff picked up my phone call. I was talking to him emotionally as I did not understand why they did not want us to rebook and kept saying your credit card has no funds. I have asked if they could prove that but he said he has a copy of that receipt but do not wish to send it to me, what????. He said I was yelling but I wasn't. I have just told him that this was kinda rude and of course my voice tone might be very strong when I said the words. I asked him why we cant rebook the rooms earlier and he said because of the credit card but this phone called he said someone already booked the rooms, what???

This lack of professionalism and communication is completely unacceptable, and I would not recommend this hotel to anyone looking for reliable service and customer care.

As a customer, I expected to be treated with respect and professionalism, but instead, I was subjected to an unnecessary inconvenience that caused significant disruption to my travel plans. This kind of behavior is unacceptable and reflects poorly on your hotel’s reputation.

P.S. I have stayed with them about 3times, both capri and arista. I have now booked other hotel and paid the full amounts by that credit card, the one they said that...

Maggie was outstanding so helpful both before we arrived and during our stay. Anne Marie and Mike, the owners, are certainly lucky to have her. The service really set the tone for our visit.||Our car park was right outside the bedroom, which made things so convenient. The units are huge, with loads of room, and it truly felt like a home away from home. The kitchen had everything you could possibly need right down to scissors! The room was spotless, the grounds were tidy and well-spaced, and the pillows were incredibly comfortable.||The bed was honestly the most comfortable I have ever slept in. We loved having Sky Sport to watch the Warriors, and there were plenty of towels (not just one or two). We didn’t use them all, but it was great to have extras. The outdoor spa was a major bonus, and the whole place was beautifully warm from the moment we opened the door (such a comfort for my sick baby).||It’s also so quiet and private no noise from the road, car doors, or other guests. I honestly didn’t want to leave. Capri on Fenton is everything you want in accommodation spacious, comfortable, quiet, and run by people who genuinely care. I can’t recommend this place...

We had an amazing stay at Capri on Fenton, from beginning to end! The unit was beautifully presented, exceptionally clean, and cozy—it truly felt like a home away from home. The thoughtful layout and amenities provided everything we needed to relax and unwind during our visit. The staff at Capri on Fenton deserves special mention for their warm, welcoming, and professional approach. They made every effort to ensure our stay was comfortable and memorable, going above and beyond in their hospitality.||As a guide dog handler, I was particularly impressed by how accommodating and thoughtful the staff were toward my guide dog. It’s not every day you find a place that makes everyone—human and canine—feel genuinely welcome.||The location is also convenient, with easy access to Rotorua’s attractions and close proximity to my brother's home. Capri on Fenton exceeded our expectations, making it our go-to accommodation whenever we visit Rotorua. We wholeheartedly recommend this motel to anyone looking for a relaxing and friendly place to stay.||Thank you, Capri on Fenton, for a wonderful experience. We look forward to many more stays...