ibis Rotorua — Hotel in North Island

We checked in to the Ibis for one night yesterday. Travelling with baby we booked a room with a cot. The price this time of year is steep, but we figured a stay in a major chain will be pleasant for the price. Unfortunately the problems started at check-in. At 3 pm our room still wasn't ready. We waited around 30-40 minutes and got a room when the baby started being visibly distressed and in need of a nap. We came up to discover to our disappointment there was no cot. My husband had to hold the baby for the nap, and then had to go to reception twice to ask each time being told The cot is coming right away. The cot finally materialised around 6:30-7pm when it was nearing bedtime, after we've come back from dinner out. Housekeeping staff member was very nice and speedy with it but we could see they are struggling with the workload. It's suprising the hotel is not adequately staffed in the busiest period of the year.

It was also extremely cramped in the room when the cot was set up, it barely fit between two beds.

The room was hastily cleaned with a lot of mystery stains in the carpet and an everpresent smell of urine. We are sure it's it wasn't the usual Rotorua smell as it got stronger in and around one of the beds. We would have asked for a different room if not for the baby and the fact we were leaving next morning.

In addition plenty of glassware was within reach of the baby, would have been nice if this was removed.

Bathroom looks like it was installed in the 90s with a fixed shower head. Only one face cloth, and a bottle of body/hair wash bolted to the wall. everything was very old and grimy in the corners. No doubt an effect of not having adequate number of cleaning staff.

There was no information in the room about wifi or any amenities, we only learned we can use the pool next door from the reviews here, but it was too late to do so. Shame s I was pretty keen for something that would redeem the place.

We got some drink vouchers as an apology for the long wait but being young parents we couldn't have any alcohol. We would have preferred a breakfast or a discount. Didn't use the vouchers as we were not sure of the quality. We would rather have a nice coffee somewhere than risk it at ibis.

Deposit at checkout proved to be another issue. The receptionist at check-in was clear that we need to come down to have the refund processed as we used a debit card. the person in the morning had no idea about this, we had to show them the debit from the day prior.

Overall you have nice staff, but the rooms are filthy, and smell bad the service was not as promised, was not a comfortable stay for our baby. The price of the room in light of all this is much too high at $300. A motel would have better quality , size and cleanliness.

Edit: just learned we were charged $100 on our card with no explanation.... At this point this is a...

1. upon first day of check in, everything were smooth. However, we found it unbelievable to find a fly in the room. (I would understand if we were staying in a resort!) and the fly is still in the room on the second night.

2. we came back tonight, around 10pm. We couldn’t find a car park in the hotel car park. So i went in and ask the receptionist.

where can I park? He answered if the car park is full, then we can’t do anything about it. The management didn’t do anything about this issue (since there’s a concert tonight)

what’s the fastest way to solve this problem? He answered , um no way to solve this. I guess you have to find a car park yourself. But it should be quite hard before the concert finish.

And he just kept telling me since the car park is free, a lot of people parked here for the concert. The management knew about this but did not do/ or maintain the car park.

I don’t really care if it’s the managements problem or who else’s. We paid for the hotel and the car park should be kept for the hotel guests and with all his nonsense excuses instead of solving the problem, I really think is unacceptable.

We found a car park on the road side of Novotel after another 15-20 minutes. My mum’s leg ain’t that good and had to walk the extra way back to hotel.

Ok, and we got up to the room finding:

1. dirty room services plates outside of our room! (Which weren’t ours) (photo taken)

2. room service staff left the clean towel on the dirty luggage rack (photo taken)

3. the fly is still in the room (photo taken)

Lastly, Wifi is SUPER slow. I can barely upload photos or even to use Facebook, Instagram or email!

We paid $508 NZD for 2 nights, and I really think the service we got were totally below this amount paid. We have received such a bad and rude service from accor/ ibis.

Oh and lastly, we found a paper from the staff in between our towel. (Photo taken!) this is totally...

I had a good enough experience staying at the Ibis Hotel Rotorua. Everything was clean and organized in the room, otherwise I think the way the personnel treated the customer was too much straightforward, not even the basic information has been provided in the check-in time. When you do the check-in, are only a few information that you really need to know as the Room number, how to connect on the internet, checkout time and time of the breakfast as my staying was included. The lady at the reception forgot to mention the breakfast time when I did check-in so for some reason, I thought it would be available until 9:30 am. When I arrived at the reception, around 5 min to 9 am, when the breakfast was actually closing, the lady gave me this information. Luckily, she acted quickly enough and organised a complimentary breakfast at the partner hotel, part of the same group, only 2 minutes walking distance. I think there are some room for improvement in the communication between the customer and the service provider. I honestly didnt liked as well to see in front of me, when I was waiting at the reception and the breakfast was finishing, one lady started removing all the cutlery and spatulas available on the table when another senior age customer was finishing his Breakfast. I thought it was a bit rude and inappropriate. IN general, I dont believe the customer service people in this hotel is too much happy and satisfied to work on there. At least this was my first and last impression and what seems to be. Even a simple "good morning", "thank you", "have a good day" I gave to a few people I have interacted with, and it was completely ignored. I also work with customer in my daily basis activity, and I know the importance of treating people well to build rapport and making sure they think in your company as the...