Kiwi International Hotel — Hotel in Waitematā

When I arrived at the hotel, I thought its current state of repair reflected the price point. However, I also noted amenities and facilities that previously worked (the restaurant and the lift, in particular) were no longer available, and I was charged a $100 bond to stay there. To me, when no investment is made in repairs, that's a possible signal that a business may be struggling and about to close. I don't recall being told at any point that I needed to do anything more for my bond to be refunded, as I was under the impression from the receptionist that it would automatically be refunded after I left. I may have missed something she said, or it may have been in written form somewhere on the contract I had to sign, so perhaps I should have looked more closely-- but I didn't anticipate any difficulty.

The matter was compounded after a completely sleepless night in my room, because of an all-night-long party in a neighbouring building. I packed up my room early and left a treat of some chocolate for the housekeeping staff (which is my habit). Then I went down and waited in the lobby from 4am onwards, since my ride was coming to pick me up at 5.30 anyway and the bed was pretty uncomfortable. The chairs in reception were much easier to rest in, and I quite enjoyed the 70s music from MagicFM (which should show my age and level of life experience.) The man at reception desk was very pleasant, but obviously had a lot on his mind while trying to contact noise control. However, I do wish he had informed (or perhaps reminded) me I needed to give him my debit card to have the bond refunded. A claim that a person got no sleep is usually very dramatic and exaggerated, but in my case, it was true. Even though I suspect I wasn't told how to get my bond back, I was too tired at that point to remember anything I may have been told.

A couple of weeks later, I found my bond hadn't been returned to my account, so I went to the hotel's website and noticed their contact form was no longer operational. But the website also mentioned (and I knew from staying there) that there was someone in attendance at the reception desk 24 hours a day, seven days a week. I don't expect the person at reception to handle a request for a bond refund, but I did expect the hotel would acknowledge receipt of an email in a timely manner (even if it was an automatic response) and let me know my email had reached someone, especially since the contact form was gone. So the next day, I attempted to call reception desk and became very suspicious when the receptionist couldn't hear me. They were able to hear me right up until I said I had a complaint; they repeated those very words back to me.

My past review history shows I rarely place feedback on anyone, because I worked in customer service and I know what it is like. You'll also see my only other review is positive. However, someone finally emailed me on Monday, chastising me for the time and day I sent my message because I should know their department wouldn't be available until Monday morning. (I did suspect that, but I also believed I wasn't emailing their department directly-- and there was no acknowledgement of my message lower down the tree.) The letter also told me to amend my review because it was 'dramatic' and suggested I was referring to a 'conspiracy'. In the context of everything I saw that weekend, I didn't suspect anything as bizarre as a conspiracy. Instead, I genuinely suspected the hotel was struggling (maybe closing) and there might be a number of other people in the same situation who would not be getting their bonds returned.

I am happy to say I did receive my bond back, but in my years of dealing with irate customers, many of whom were completely irrational, intoxicated or impolite, we would never have been permitted to manage complaints the way I was addressed, and I would never have resorted to making a complaint in the first place if communications were clearer. It seems this hotel does act in good faith, but it should improve its standard of...

Kiwi International Hotel Auckland - A Cautionary Tale for Long Stays.

Central location but Housekeeping & Customer Service Fall Short for Longer Stays

My recent 15-day stay at the Kiwi International Hotel in Auckland, while benefiting from its undeniably central location, unfortunately highlighted significant shortcomings in their housekeeping and overall customer service, making it difficult to recommend for extended durations. While the hotel might suffice for a brief 1 or 2-night stopover, guests planning longer visits should manage their expectations regarding the level of service provided.

Upon arrival, I was informed that basic housekeeping would be done daily and bedsheets would be changed every four days. This seemed reasonable. However, my actual experience was quite different. After a full 10 days, I noticed my bedsheet remained unchanged, bearing the same distinct marks as before. When I politely brought this to the attention of the housekeeping supervisor, the response was disappointing: "it is complimentary and most hotels charge for room service." This statement immediately gave the impression that any housekeeping beyond simply emptying the rubbish bin was a "favour" rather than an expected service for a paying guest.

Even after complaining, and being told the sheets were changed, I could still see the original marks, indicating they had not been. This lack of transparency and effort was frustrating.

Later in my stay, after 8 days, when I requested the bathroom be cleaned, the outcome was equally unsatisfactory. The area was merely vacuumed, with no mopping of the floor or tidying of the washbasin. The general attitude from staff when discussing housekeeping requests made me feel as though I was asking for something unreasonable or being a burden. This is a concerning sign of poor customer service.

A particular interaction with the female manager further solidified my concerns. When I relayed my experiences, she stated that guests should not ask housekeeping directly but should instead inform reception. I gently reminded her that after 10 days of sleeping on the same sheets, I had indeed called reception on two consecutive days to request a sheet change. Her response felt dismissive and unhelpful, placing the onus on the guest for a clear service lapse.

While the central location is indeed a strong point for quick access to Auckland's attractions, the overall impression left by the inconsistent and subpar housekeeping, coupled with the unhelpful and almost condescending customer service from certain staff, particularly the female manager, severely detracts from the stay experience. Guests should be able to expect a reasonable level of cleanliness and service, especially during a two-week stay, without feeling as though they are "asking for too much."

I sincerely hope the hotel owner takes this feedback seriously and implements improvements in housekeeping standards and staff training, particularly concerning customer interaction and the perception of "complimentary" services. A more welcoming and service-oriented approach is essential for guest satisfaction, especially for those choosing Kiwi International Hotel for...

If this hotel had managed to bother to reply to my emails i probably would not be posting this review I made a booking through Emirates Skywards for one night 12/3/24 for a single room with bathroom booking 688037670. ||When i arrived at the hotel the person at check in claimed that I had booked a room without bathroom. When I advised him that he was wrong he got defensive and insisted that he was not wrong as I did not have a copy of my booking with me and realized that I would probably not get a refund and not being willing to search for other accommodation I unwillingly accepted the cheaper room. In an attempt to prove he was right he gave me a printout of the booking showing room without bathroom.|| On returning home and checking my booking on my email from Skywards it stated room with bathroom. confused I checked the printout given to me from the hotel and it was for a completely different booking and from a different booking company booking 1154445037 that I made but now will cancel for the dates of 18/6/24 for one night not the booking made for March 2024,||If the staff member had bothered to check this maybe he might have provided what I had paid for but he just smugly thrust the printout at me. I advised him at this stage that if he was wrong I would require a full refund of my booking calculated at the rate of the room that i had booked which is probably why this hotel has not contacted me. ||Currently under the New Zealand consumer guarantee act the did not provide a service that I had payed for and as they gave me a room without bathroom or TV there was a TV program that I really wanted to watch therefore the room was not fit for the purpose that I wanted from this hotel stay||needless to say I feel ripped off by this hotel and although I have stayed previously I have no wish to return ||Also the condition of the share bathrooms are now of a poor state and need to be better maintained, Breakfast is no longer available and it has become more like a budget lodge not a hotel||This hotel runs the risk of damaging NZ reputation in the...