Willis Wellington Hotel — Hotel in North Island

To all travellers considering a stay at Willis Wellington, please read my review to avoid potential headaches. We booked this hotel via Agoda. In short, the hotel charged us for "bathroom damage," but Agoda ultimately determined that the hotel was in the wrong and provided us with compensation from their own funds—something the hotel should have refunded us directly.

Detailed explanation:

This hotel unfairly charged us 75 NZD for apparent bathroom damage. Unfortunately, we paid the charge under duress, as we were unaware of our rights as a tourist and uncertain about potential complications that could arise. I felt compelled to pay the amount to avoid disrupting our travel plans.

On the first day of our stay (6th Oct 2024), the toilet cistern malfunctioned, causing water to flow continuously while rendering the flush nonfunctional. Fortunately, the issue resolved itself within a few minutes, so I did not report it. However, the problem recurred on 8th Oct 2024 for a longer time, and I reported it to the receptionist.

After the issue was fixed, the hotel manager rudely interrupted our breakfast and accused us of flooding the bathroom and informed us of the fee (the amount was only disclosed at check-out). Her dismissive attitude made it clear she had no interest in hearing our side. We hoped for a more reasonable response from the receptionists, but it was evident they had no authority and were simply following the manager's instructions. One female receptionist even had the audacity to lecture us about why we didn’t report the initial incident of the cistern malfunction. Umm hello? Why was the cistern malfunctioning in the first place? Shouldn’t you be maintaining your property? I was appalled by her lack of understanding of the other person’s perspective. Such a lack of empathy has no place in the service industry.

We explained that the issue arose from a design flaw in the bathroom, as the shower curtain does not fully close, resulting in water spilling onto the floor. This design flaw makes the charge unreasonable. The receptionist conveyed our concerns, yet we were still charged at the manager's instruction. We were told this was the first report of such an issue for our room, but Google reviews indicate that other guests have experienced similar problems. Clearly, this “damage” is not our fault.

The spillage occurred daily during shower time, and housekeeping cleaned it without issue. It seems unreasonable that after asking for help with the cistern, we were suddenly charged for a “flooding” incident on that particular day.

This hotel has received an earthquake-prone building notice, requiring them to implement remedies by 2027. This may put them under financial strain, potentially motivating them to charge guests unfairly.

Another concern is the precarious placement of the TV in the room, which is positioned such that guests could easily knock it over, resulting in unfair damage fees. Additionally, the doors swing open abruptly, hitting the walls and creating further risk of damage.

I reached out to the hotel management for a refund, but they never responded to my request. It seems the manager believes she could ignore my request now that the payment has been received. This is a clear example of bad customer service. The hotel manager seems to be a disciplinarian—lacking both empathy and basic manners. She is unfit to run a hotel, being overly uptight and controlling.

My biggest regret is seeking help from the staff regarding the cistern/toilet flush. Had we not asked for assistance, we would not have been charged, and the water spillage on the floor would have continued to be cleaned as part of the daily housekeeping routine.

Agoda came to our rescue and empathized with our situation. They recognized that the hotel was in the wrong and helped negotiate on our behalf. However, the hotel remained adamant and refused to refund the 75 NZD. Agoda ultimately stepped in and provided us with the equivalent amount from their own funds—something the hotel should have refunded directly. I am...

I had an incredibly disappointing experience during my stay at this hotel. If Google allowed a 0-star rating, this place would have earned it.

From the moment we arrived, the experience was unwelcoming. No one was present at the reception, leaving us with a sense of disregard.

When we arrived at our room, the room itself posed several safety and comfort concerns. The TV was placed in such a way that it was easy to knock over, which could lead to unfair charges if damaged. When I opened the main door, it appeared to be delicate, hitting the wall. Essential amenities were absent: we had no room manual, drinking water bottles, leaving us uncertain of how to even contact reception, a discovery we only made by physically visiting the reception. The room’s cleanliness was severely lacking, with visible stains and dirt on the walls, iron board, highlighting poor maintenance.

When I asked about drinking water, I was told we could drink from the bathroom sink—an unhygienic and unacceptable response, especially in a hotel setting where basic amenities like a water filter or a drinking water bottle should be standard. We learned that the hotel had been issued an earthquake-prone building notice and must make structural updates by 2027. This situation may be leading them to cut corners, including unfair fees to offset possible expenses.

During breakfast, there were no fresh fruits. They appear to have processed fruits. As a health conscious individual, this is unacceptable.

In all, this was one of the least hospitable and most unhygienic hotel experiences I’ve ever had. I would strongly recommend avoiding it if possible. If you have a reservation here, CANCEL it immediately—you are wasting your time...

While the location is nice and the rooms suffice, and an okay breakfast is even included, personally I would rather spend my money on slightly nicer accommodation, or not bother at all and cheap out at a backpackers instead. Best feature: very well heated rooms.

Firstly, the showerhead was broken, and with already low water pressure and poor temperature control this made for unpleasant showering. As a side note, I also think it's worth warning others that the two-person room only had four plugs that we could find including the bathroom - none of which were near the bed for those that like to charge their phone etc next to them - so it may be worthwhile to bring or buy a multi board, and oddly only one teaspoon (but two mugs and glasses at least!) and one set of hotel soaps were provided despite two people staying there.

Secondly, housekeeping broke one of our belongings and just left it lying there with no explanation, apology or apparent care - though the hotel manager kindly refunded the cost of the broken item. This aside, I was not impressed with the service as some requests and notes (and payments) agreed to prior to our stay were forgotten leading to some awkward and frustrating additional payments (asked to pay twice for the same thing), and furthermore after many hours of travel (we were exhausted) and being unable to access our prepaid room (even after sign in time) a rather unfunny joke was made about maybe being in the wrong place/booking.

Other reviews mentioning dirty windows and poorly carpeted hallways are definitely accurate, however I found those to be minor problems, though the lobby was pretty extravagant...