MALFROY motor lodge — Hotel in North Island

Staff were very accommodating, with letting us change dates and the number of people staying from the original booking. But that's where the good ended. The sliding doors in the bedrooms and bathroom, were too small, leaving big gaps down either side of the doors. There was NO door on the toilet or lock on the bathroom door, and no handle on the toilet window meaning we couldn't close the window. The water pressure in the shower was so low, quarter of the nozzles didn't work, and if we used the bathroom basin, the bottom drawer would fill with water. The top of the microwave was covered in disgusting oily dust and the only button that worked on the microwave was the express button, the cuttlery draw was missing, the rangehood cord is too short to reach any of the plugs. The 5 of us stayed 5 nights, and while we got fresh towles delivered each day, only once were the dirty towles collected, and the rubbish wasn't emptied at all. The carpet and the rug on the floor in the living room area was so badly stained, we felt like we should have worn shoes to protect our feet. The website and the motel room guide are extremely outdated, they both still advertise a pool and spa for use, but when we asked, we were told they've been out of use for ages. The entire unit needs a serious clean, and lots of attention. And the last issue we had, was checkout is stated to be 10am, the cleaner arrived at 9.30am and was extremely annoyed that we hadn't left. When my wife stated, we were just loading our bags into the car and doing minute check, the cleaner became very angry and stood outside checking the time on her phone constantly. The proximity to town is great, but we wished we'd spent the extra money and upgraded to better kept...

So my partner and I recently visited the lodge.On a much needed basis where we needed an amazing night away from home ,we were drawn to the advertisements of these amazing looking rooms , thermal heating and an amazing stay.Unfortunately this was by far not the case.The receptionist was as lovely as ever but thats where our experience ends.The bathroom was filthy and bath was filled with someone elses hair.YUCK!!The bed was disgusting with hair throughout it.Mattress was uncomfortable we could feel uneven bulging springs.The pillows were uneven and horrible to sleep on.The pillows and sheets were stained yellow.The blanket was as thin as a piece of paper.Our room was horribly cold.the included heating system didnt work.Then to our happiness we found the bed had heated sheets.but that excitement was soon ruined as it only had it on one side.The tv was hard to enjoy as it was falling off the cabinet it was placed on.the picture quality was horrible and just to have some enjoyment to the tv we had to place it on an ironing board.The constant humming of vehicles too disrupted our much needed rest substantially.I am in utter dissapoiment not only at the lack of cleaniless , but also the lack of support in rooms for our hygiene purposes.The fact that this lodge does not follow the strict guidelines set out for for Covid 19 by government is appaling. I am sad to say i would have rathet slept in a ditch road side than spend $90 for a horrible and uncomfortable experience.What an utter waste of not only our rare precious time we have but...

It started out okay as we checked in, nice mineral spa and pool in the backyard where we took a little dip. Unfortunately I got poor customer service. We accidentally had a little spill on the carpet late at night so by morning, the stain was settling in. We understood why the motel took out a fee from our account, as the spill wasn't a small one that could go unnoticed. They took out $300 to cover fee for cleaning (which we thought was a LOT of money for a motel and cleaners don't charge that much for a stain removal) but they also promised that they would refund me however much amount once cleaning is done and they would send me the invoices. I called back after a week to ask how the process was and if the cleaning was finished and the lady yelled at me on the phone screaming saying how I ruined it and they would need to change the carpets etc etc. That is why I am giving 1 star. We have already apologised for the carpets as we are human, I'm sure it happens many times, but the customer service for yelling and screaming on the phone was just unprofessional and inexcusable. Definitely not recommend if you have younger kids prone to breaking things because they will probably fine you more than a 5 star hotel does for the damage and proceed to make you feel like sh** after apologising. I don't care for the money or refund as we can compensate for days of no business in the room, but I would still expect to see the promised invoices and more manners and respect from the owners. Totally...