Lomond Lodge Motel & Apts — Hotel in South Island

I rarely leave negative reviews, but my recent stay at this accommodation was so frustrating that I feel compelled to share my experience to help other families avoid similar issues.

1. There was no lift available, which meant we had to carry our luggage up several flights of stairs
2. At check-in, we paid for parking upfront. However, another receptionist accused us of not having paid and interrogated us in a very unpleasant manner instead of checking with her colleague. Eventually, her colleague confirmed our payment, but the whole interaction left a sour impression.
3. As parents of toddlers, occasional bed wetting is something we are prepared for, so we requested a linen bedsheet change one time. To our surprise, we were told we had to pay NZD 45 for this. Our booking explicitly included daily housekeeping, so this was the first time we encountered a charge for linen changes. When we asked for clarification, we were informed that “housekeeping” only covered towel changes, bathroom cleaning, and trash removal — none of which happened before 2pm throughout our stay. After further questioning, the linen change fee was reduced to NZD 30, but changing the entire linen set would cost over NZD 100. This felt unreasonable and misleading
4. During the linen charged conversation, the staff then raised an issue about us not including our 2-year-old toddler in the Agoda booking due to “fire safety” reasons. This was incredibly frustrating because our toddler was present in front of the check in staff during check-in, and no concerns were raised at that time. It felt like an afterthought used to justify the extra charges. We also checked our other bookings in New Zealand, and none had issues with this. This accommodation did not meet expectations, especially given the price point. The lack of transparency, poor customer service, and additional unexpected charges made the stay unpleasant. We regretted not choosing a 5-star hotel instead, where such issues would likely have been handled...

The location of this hotel is excellent to be able to easily walk into Queenstown downtown area. The rooms are clean and the beds comfortable. They do have one room that is not air conditioned and we apparently got that room but I think it was probably the last room they had and our app didn't mention it. They did have a fan in the room that helped but try to get an air conditioned room if you can. Otherwise, the hotel is great with nice rooms and a great shower. I didn't notice a closet or a lot of drawer space but the owners said they do have enough so again may have just been the room we were in or it just wasn't easily noticeable. But we were mainly living out of our suitcases due to traveling around. There is limited free parking. If that fills you can pay to park nearby. They also have washers and dryers available for guest usage which is nice if traveling for a long time. The staff were very friendly and I would definitely recommend the motel and I would come again...and get the air conditioned room if it were summer 🙂. In response to the lodge, the reservation was under my son's name and we had the room right beside the area with the washer and dryer. #14? Can't remember number for sure as too many...

I booked three days on 17-21 December 2022 but because I could not get into New Zealand I tried to get money back with days ago explaining the reason. There was no way to get anything back. Very greedy owner, please avoid or take additional measure. In 20 years while travelling around the world this was the first time when I get nothing back. They wrote me that because of low season but 17-21 December is not low season in New Zealand and this excuse I saw it also on TripAdviser another customer get nothing back. They spent nothing on electricity, heating/AC, water, cleaning for three days and the owner took all the money. Others properties from New Zealand proposed me from the beginning half money or free rebooking on other days but this greedy property nothing. I have never been in such a situation before. You have no chance to get something back in case you book a room and for some personal reason you cannot come. They will never propose you free rebooking in other days or getting a percentage back. Very greedy...