Oaks Wellington Hotel — Hotel in North Island

Worst accommodation experience. We had a very long three-leg international flight before arriving to Wellington. The Airline did not deliver our check-in luggage, so we provided this place for delivering the delayed/lost luggage. We checked into this place while having emergency/necessary items in our carry-on luggage. We left our items in the room and went our for an early dinner. However, when we were back, due to door lock malfunctioning, we could not go back to our room in the evening (Sunday) and had no access to our laptop and carry-on luggage items such as clean clothes and personal items. The manager decided not to call the maintenance as "it would cost more on weekends". We were just given another room for the night. Even they did not offer a tooth brush. I had to ask them. Next morning, when we were checking if the maintenance team are called, another person (who introduced herself as manager in charge) bullied us instead of apologising for the inconvenience they caused. She was a typical abuser using gas-lighting tactics. We decided not to leave just because the Airline was supposed to bring our delayed checked-in luggage to this address. The sign on the wall was naming "KEIN KI THEODORUS" as duty manager. The maintenance guy which opened the door also said he had been called many time during the weekend to fix issues and he was shocked of their actions. Also note they have some rooms without any window or outside light. They sell it as "INTERNAL FACING". We stayed one night there and had a short trip to Picton, hoping we get our delayed luggage when we are back. When we were back from Picton, our luggage delivered by the Airline were there. However, our stay that night also did not go well as the room A/C was not working properly. To use heating, we had to keep the A/C on for at least 15 minutes with a cold air blowing until it started getting warmer. We had another trip out of Wellington and then a plan to back to Wellington for 7 days. So, we decided to cancel our later 7-day stay with them and booked somewhere else. We never received any apology or any offer for compensation. It is obvious they are not maintaining the place regularly and also avoid any cost by passing the inconvenience to the guests. A few reception staff were nice, but the majority of the staff are inexperience and managers are rude or useless. My advice: stay away from this place. You can find better ones in the city closer to shops. We found Lambton Quay (street) (area near Cable car station) more alive and comfortable. We were so disappointed by this experience that I only took one photo which...

I am writing to formally raise a concern regarding an experience I had on 24 May 2025 at approximately 5:00 PM at Oaks Wellington Hotel. As a regular guest who has always enjoyed the service and hospitality at your establishment, I was extremely disappointed by the treatment I received during this visit. I had travelled to Wellington with friends who had booked two separate rooms at the Oaks (booking reference numbers available upon request) for an event at the TSB Arena. I was not staying at the hotel overnight, as I had accommodation in Upper Hutt with my parents. However, I had planned to accompany my friends upstairs to get ready together before the event something we've done in the past without issue. Upon arrival, I was denied access upstairs by Duty Manager Yetkin Kaya, who insisted I could not go up without booking my own room. At no point prior to my arrival was I made aware that your guest policy had changed, and there was no mention of such a policy change on your website. Mr. Kaya stated the policy had changed within the past two weeks, but offered no flexibility or consideration for my situation. Left with no alternative, and wearing pajamas at the time, I was forced to book a room for $143 simply to be able to go upstairs for a short time. I did not check into the room or collect the room key, and Mr. Kaya was fully aware of this. Despite calmly explaining my situation and clearly being distressed, his response was unsympathetic and unprofessional. He made dismissive facial gestures toward my friends and seemed to be trying to provoke a reaction. Later that evening, between 8:00 PM and 10:00 PM, we witnessed other guests being allowed upstairs without the same scrutiny, which only added to our frustration and confusion about the policy's application. One of your front desk staff (whose name l unfortunately did not catch) appeared to understand my situation and indicated that she didn't see an issue with my request, but stated the final decision rested with the manager. Mr. Kaya then glanced at me and simply said "no," without further explanation. This experience has left me feeling extremely disappointed and unwelcome. Due to the way the situation was handled - particularly the lack of clear communication regarding policy changes, and Mr. Kaya's attitude - I no longer feel comfortable staying at or recommending the Oaks...

While the hotel is centrally located and clean and mostly comfortable, I found my stay to be rather frustrating: Prior to arrival I wrote to ask about car parking. I received an email telling me what was on the website about parking. I wrote again with a question of how do I access the parking and also how do I access the hotel if all the parks were full (my original question). I did not receive a response. Upon arrival, I called with the same query. I was given directions to the car park, using the local street names, of which I knew none. I was then instructed to park in front of the hotel and come inside - there was nowhere to stop. Luckily I managed to find the parking street after pulling into a taxi stand and adjusting my GPS. It would have been helpful to have had this street name at the beginning of my trip - as I requested. My room was freezing. I managed to adjust the heat pump so it was a little warmer, but it sounded like there was an aeroplane in the room. When I turned it off, the room shook. I called room service on Monday evening. Although it was stated to be 24 hours, I was informed that there was no food left and therefore nothing was available. As I was feeling unwell and did not want to go out, I went hungry. The two breakfasts and 2 lunches I had (the lunches were part of the conference and were supplied) were mediocre at best. The food was warm, not hot. Upon checkout in the morning I asked if I could leave my car in the park until the conference finished. I was told "no" and that I needed to move it now. I offered to pay for an extra day's parking and was told "no" again. I must have looked rather panicked, because I was eventually told I could leave it and they would call me if I needed to move the car. While this worked out fine, I wish I had been saved the initial panic I felt on hearing that I needed to move my car. I asked twice to have my accommodation receipt emailed to me - once at checkin and once at checkout. It has not yet been sent to me. I have emailed a third request. Overall, the service was mostly friendly, but quite slow. I would not choose this hotel again. I would very much like to give this feedback to them directly, rather than write it on a review, but there is no feedback option on...