Fitzherbert Castle Motel — Hotel in Palmerston North

Date of my visit was February 2024. Booking was for four nights. Late review due to family medical reasons. Initially I was excited to come to this hotel, it seemed very homely and I had room with an outlook of trees onto a side street. The young man who checked me in was very helpful and assisted me with my case up a flight of stairs to my room. Unfortunately I needed to cancel the day after I arrived as my Mum in Australia had a critical fall, breaking her neck. I advised the same young man at reception that for urgent family medical reasons I needed to return to Australia. At this point we didn't know if my Mum was paralysed, or would survive the night as she was found in her home dehydrated and semi-conscious 16 hours after her fall. The young man was again very helpful and told me to contact booking.com for a refund. When I contacted booking.com they advised me that this hotel (finally after weeks of messages), refused to honour their refund as I had not given them 48 hours notice. Booking.com then attempted to reduce my stay to only two nights, therefore I would be refunded two nights. This was also refused by Fitzherbert Castle Hotel. While I understand that people attempt to cancel their bookings probably more frequently than hotel establishments are happy with, there was no possible way I could have kept my reservation given my Mum was lying semi-conscious in ICU in Australia. I feel the hotel should have kept their word on the refund. In addition, that even a refund for two nights (half the stay) also was refused, was...

I travelled from Australia to spend one weekend in Palmerston North for a family member's birthday. I had limited sleep time & I woke to a mouse in my bed on the second night. As it ran over my face, it scratched me. Obviously I spent the rest of the night terrified. I found a second mouse in the pantry the next morning and the motel management gave me a different room after suggesting I move next door (like that would make a difference) The room I moved into was across the hall & they called it an upgrade although it didn't have any of the facilities I had paid for (No kitchen, so I had to buy all my meals out & no spa bath. These were the only reasons I chose to stay at this motel and in my original room)

It was incredibly inconvenient, I had to use minibar water to make a coffee unless I wanted to use bathroom water. I was not refunded or compensated for any of the accomodation or inconvenience. It absolutely ruined my stay and trip in New Zealand.

The manager/owner was quite rude and kept cutting me off after he asked for my feedback & I was letting him know what happened. He kept trying to justify that it hadn't happened before (which is irrelevant) He suggested the mice came from a nearby recently demolished building. Whatever the case, the whole ordeal was disgusting. I emailed the motel several times but received no resolution or apology. Would not recommend this motel and I hope this doesn't happen to...

We have just returned from a semi business stay at Fitzherbert Castle Motel, finalising affairs of a deceased estate. We have stayed last year in the same motel as well, on both occasions one thing jumps out - the service! The service from the manager/operators is second to none, the young man at the reception is absolutely fantastic, very polite, accommodating and above all very friendly. Nothing is too much for him, my wife is handicapped and he will accommodate all our needs. His parents who run the motel are also absolutely fantastic, so the apple doesn’t fall far from the tree … two thumbs up. The motel is not the newest anymore but the service given and cleanliness are absolutely amazing and make up for the older interior. Your first load of washing is included in the price, we made use twice of this service - fantastic result clean, folded and smelling wonderful fresh.

Rooms ** Cleanliness * Bed (king size) ** Facilities * Service * Price * Parking * large cars will have some trouble parking. Noise ** some road noise, when boy/girl racers are active. Returning customer - definitely (next year, when visiting NZ) Thank you for a great stay, see...