Masonic Hotel & Bar — Hotel in North Island

On arrival advised two rooms were booked for my family of 4 which consists of my husband and i and a 14yr old and 12 yr old. I dont consider my kids adults that should be placed in their own room for the night. I enquired about getting two trundler beds put in our room instead but was advised their were none. Some confusion had been made with the booking but as it was a large group booking (we had booked nearly the whole hotel) i would have thought some clarification would have been done. In the end i had to pay for the two rooms reluctantly so an expensive night for us! My sister and law then had to come away from organising her sons wedding to try and sort out the cock up. The manager had been involved at this stage and was not a help at all more full of talk than anything. We finally managed to miraculously aquire two trundler beds which we crammed in our room as by then i was over it. We should then have gotten a small refund for not having a second room. But no apparently after all the hassel we went through we were not getting any sort of discount or refund. I was'nt pleased at all and before we left waitara on sunday i emailed the manager direct to get some damn answers. So after a week i've finally got some compensation talk about a rigmarole ||||So my experience was'nt the greatest i found the staff to be as helpful as they could under the circumstances, i found management lacking in communication and helpfulness. The facilities themselves were awesome nice and clean no fault there ||||For as large a booking as we had as a family they were'nt the...

1st stayed here 24 -26th March 2023. Excellent stay. Lovely Clean room. Room serviced each day. Lovely staff & Manager Juliana. However our recent stay 18th-21st April 2025 some what different experience? The room was not as appealing as 2years ago? Marked carpet, curtain rail not securely fixed? Duvet blanket stained & unwashed? No daily service of rooms? I had to request towels for each nights stay & was told to leave used towels & rubbish bags outside unit as i understand they dont service rooms only when you leave or check out? No one available on check out 9am? Answer phone on contact number given? My partner had heated discussion on phone as we were denied $50 deposit? We paid our stay & $50 deposit in cash & did not get a receipt for either? A sign requiring $50 deposit when paying in cash? Disappointed as the reputation of the Masonic Hotel Establishment, staff, standard of service has been a great let down? However we did enjoy catching up with family & believe Waitara is a still a...

Booked a specific room only to find they said we weren't booked. Then said they will just shift people around. Said they do it all the time. When we got into the room found it wasn't what we booked and paid for. Asked them are they sure it was the room showed them the picture printed off with booking. Blatantly lied to us that it definitely was the room. Viewed the correct room the next day. Didn't want to know, managers Didn't care. Found our these managers have done this many times before. No apology as they refused to talk to us. Sent junior staff. Refused a price difference refund. Owner in Auckland advised, was told she would ring us. 2 weeks along no phone call. These managers and owners do this all the time from what the locals say - overbook rooms, don't care about their guests. Can relate to other guests comments about...