Otorohanga and Waitomo Motels — Hotel in North Island

We were so frustrated with the service of this hotel and I don't recommend people checking in here. I booked my room 1 month before the date of stay and when we arrived the owner said that all rooms are booked and the available room is the room underneath their house and she informed us that if we are happy to get that room underneath their house which will cause noise( footsteps noise) and we were in shocked hecause no owner would ever inform such thing. if they know that there is guests underneath they should be careful not to make any noise. obviously. On the other hand, another option she offered us a king room which is more expensive but I am not paying more than I budgeted. When we went to the room, the layout of the TV, bed, couch is frustrating. the TV is beside the bed facing sideways, the couch in in front of bed. How can we watch TV is the Tv is faced sideways. We cannot adjust the layout because the tv is connected to a certain wire which can't be moved in different place. We had sore neck the whole time watching tv. They never bothered to find a way to change this. It's so frustrating. I specifically chose this hotel because they have a pool but sadly the owner said that the pool is broken and she said that maybe we can use the pool the next day but still we were not able to use it. I have read reviews that their pool is always broken. If I know their pool would be broken, I would have changed the hotel as there are much cheaper rooms in the area compared to this hotel we stayed. The toilet bowl has poo when we arrived. All the kitchen stuff are old and cheap looking. The towels smell bad, only soap is provided. No shampoo or conditioner or toothpaste. The following day we check out, I didn't even get my refund and they told me when i check in that they will give the refund upon check out. They told me to put the keys in the mailbox and we left witjout our refund. I am waiting for my refund until now. If you come to think of it, what if that person needs the money urgently but the hotel is holding that money up whic is really bad. they don't have the right to do this because it's not their money and we already checked out. If you ever decided to stay in Otorohonga, find some other hotels if you can. I paid $150 and it's such a waste of money. We will NEVER stay...

They advertised a spa and pool as one of their main attractions and one of the main reasons we booked the place. The kids all took their togs and were very excited. Apparently it has been “under repair” for a long time, but they did not inform us until we found it empty. They’re Still advertising pool and spa. Pool was green. Apparently we should have asked if it was working when we booked. I told them they should advertise they have a rollercoaster too. That should bring in some more people. They advertised a kids playground and play area, another reason we chose this place. In reality this was an unkept grass slope at the bottom of the property with a single rusty and crooked swing set and a broken trampoline. It would be comical if it wasn’t stated so matter of factly. They advertise free WIFI. But you have to pay for it. They advertised SKY but it wasn’t available. The inside of the oven was completely covered in tin foil despite the highlighted message next to the oven saying don’t place tinfoil on the bottom of the oven as it will burn. We tried to use the oven but the tinfoil smelt so bad we couldn’t. The next morning they told us that ruined their oven. Lol. We would have changed motels upon finding out that their advertising did not match their actual run-down reality but they said the cancellation fee was the full price. Despite finding out later that it says it’s $30 on their own website. We tried for a partial refund but the owner got ugly pretty quickly. Starting with “this has never happened before” ... but the reviews show it has been happening for a long time. Then she started to blame us for things, e.g. the oven. A single glass broke when we were washing the dishes. We left the broken pieces inside the glass nice and tidy on the bench. She claims it took them all day to clean up. She has a strange way of running a motel. If you just need a bed, go right ahead. But if you are looking at any of the things you might expect from more than 1.5 star accommodation, you’ll do...

Booked online for a one night stay in the family unit for 23/1. However, due to the poor customer service and quite frankly bad attitude from the manager, our stay was canceled and a last minute booking elsewhere had to be arranged. Upon arriving in Waitomo earlier then expected, a phone call was made to Otorohanga and Waitomo Motels asking if there was any possibility of an earlier check in to which we were told quite bluntly and rudely “no, as they had a busy night prior and there would be no chance the room would be ready before 2pm”. The fact the room wouldn’t be ready for an early check in was fine but the way we were spoken to over the phone was nothing less than unaccommodating and hostile. Despite this we turned up to the venue for check in after 2pm only to be questioned by the same manager on if our request for a portacot had been cancelled and told that motel policy doesn’t allow for families to bring their own cot into the rooms. This would mean we would be charged $20 for cot hire. Yet again, both my mother and I were blown away with the attitude of the manger and the way she was speaking to both of us. After expressing our dissatisfaction with her customer service skills we were asked bluntly “what we want to do and told that going ahead with the booking didn’t seem feasible” so due to this, our party of 7 left. Both the conversation about early check in and the situation with the portacot were minor details and there would have no problem whatsoever had we been spoken to in a professional and respectful manner. Im not the type of person to normally write reviews but this experience was a major down point on our family holiday. I have never come across someone in this type of role as indifferent and unaccomadating towards customers. Would not recommend this venue to anyone and would tell future guests to steer clear if they value...