Quest on Hobson Apartment Hotel — Hotel in Waitematā

I only wish I could score them a 0!

Absolutely AWFUL experience - and any communication with staff and head office after this complete stuff-up to try and rectify it, has just reinforced their shoddy communication and customer experience skills that seems to be normal for them.

Long story short. I booked a room for myself and my partner for her birthday (along with tickets to the pink concert). When we came to check into the hotel, they informed me that they had to cancel the reservation because they overbooked the hotel and there were no rooms available. Being such a busy weekend in Auckland city, all other hotels were booked out because of the concert and we could only find a couple of other rooms at $1500 per night so, with nowhere to stay at such short notice, we were forced to sleep in the car on her birthday after the concert.

Disgusting customer service and practices from Quest. Any attempt to resolve this matter afterwards has resulted in them just ignoring my several emails to them, from the 19th March onwards.

The one phone call i received from them afterwards I asked them why I was not sent out a cancellation email at the very least. (I was sent a booking confirmation email only and check in instructions). They replied that someone did try to call and didn't get through and that they were going to look into why their system did not send out a cancellation email to me, and why someone did not email me when they couldn't get through via a phone call. They said they would call me back to explain this, but from that point onwards no one has gotten back to me. I have send 3x emails since then and all have been ignored.

Their communication after their stuff-up has completely reinforced their poor communication and dodgy "overbooking" practices that I experienced with them, that caused this in the 1st place.

Stay clear! - you only have to look at all their other 1-star reviews and look at the responses from their owner to see how rude they are to customers and how they take 0 accountability for anything and are just full of excuses. For a business in the hospitality industry, they have absolutely NO IDEA how to treat a customer or the power and effect enough negative reviews and word of...

Honestly a very good place to stay at, I’ve stayed here twice in the executive 2 bedroom suite. It’s very spacious and has all the facilities you need and in a very nice area with easy parking and access to the city. However, the second time around the staff were very poor and at the end of the stay accused us of many false things without evidence and refused to give our bond back. They changed their story twice and refused to talk to us over the phone as when we called they hung up. Nice place but poor communication.

Adding to my initial review as I cannot reply to your reply - we take responsibility for more people than allowed but was definitely not 30 guests. Music was turned off or down and our guests left when asked, nobody was abusive or threatened you. Nothing was thrown off the balcony at all - you are again accusing us of this with no evidence. When we asked for the security footage (which you threatened us with because you said you had us on tape) you denied to show us (because there was none). You claimed you saw a bottle thrown from the balcony, but also claimed you saw security footage. One to say we hit a car and then later said we hit a person (2 different stories both untrue). As for the cleaning - the apartment was in not a good state to begin with, other reviewers have also said the same thing. You took part of the bond to pay for paint damages when they were there prior to our stay which means you have done the same with prior guests if these damages weren’t already fixed. If there were cameras in the lifts and the lobby, you can take note that we took all of our rubbish down to the basement level to the apartments’ rubbish collection area. Yet we were accused of not taking our rubbish at all. There was nothing provided for us to clean the floor ourselves. You also refused to speak to us over the phone when we called you and hung up. We WOULD take full responsibility of damages if we had done so or if you had evidence of our guests as you had said but we will not be accounted for false...

The whole experience from beginning to end was poor. Outside around the hotel seemed like alot of junkies and homeless on the street walking around. If you arrive after 5pm you have to call the duty manager outside to be let in who of course had a poor attitude and was rude and short and acted like they were being inconvenienced. Then when somebody comes down to let you in they are basically dressed in sweat pants or very casual wear which seemed pretty unprofessional they tell you to open a box with everyone else's room key and get your key. The parking garage is unacceptable extremely small with the spaces being too small for an SUV to fit properly. The carpets that lead to the room were stained and dirty. I had to check out early due to business and I let them know days in advance when I spoke to the front desk they said they can't do anything with my reservation because it was done through booking. I contacted booking and let them know to which all they did was call the front desk the same front desk I talked to in person who said they couldn't update my reservation. Then they wouldn't refund the full days because it was "too late" when I updated the reservation even-though I let the desk know multiple days in advance. When I went to the desk to speak to the employee he was unhelpful and had a too bad so sad attitude even when he was the one booking spoke to. Then they failed to charge my card for the full booking and charged my card again after I had departed. I will never stay here again the whole team needs to be retrained in customer service and what kind of hotel does 9-5 for their front desk it's really inconvenient for people checking in later in the day. If I could give it a 0 I...