70 Tory — Local services in North Island

Blimey I do wish I could positively rate this stay. I have previously had good experiences with this particular hotel and I recently had one that has lead to me never wishing to return. I also have placed this review to warn those of whom are considering this hotel - maybe skip this one today. Even the travel lodge Hotel has better cleaning practices and overall room environment.

To start, when I turned up to check in at 5pm (check in Started at 3pm) I was told that my room had not been checked off as cleaned by the cleaners, they sent someone up to find out if it were ready and I proceeded to wait downstairs (nothing wrong with that, in fact I was quite glad they were checking this as I had paid for a superior 1 bedroom apartment and definitely wanted a clean one)

The receptionist then got a call to say the room was clean and ready to go, I got my key card and went upstairs. And everything went down hill from there. The room environment felt so lived in that I called reception as I was worried I had entered someone elses room. They told me that I hadnt and it was definitely mine. After me telling them some of my concerns - they really weren't phased. This folks is the kind of room I walked in;

I paid for a superior 1 bedroom apartment. Of which was pictured to come with an L shaped sofa and a separate living. I only got a 2 seater couch and there was another double Bed in the living room? (I did not ask for this at all) this gave the room an overall cramped element. The room was pictured to go onto balconies. Every other time I had stayed here I have had a balcony room. My "superior 1 bed apartment" went onto a car park that resembles a smokers area. This felt disgusting. .... Now for the cleaning issues. My bed was not made properly and I found someone's hair in it? Lucky there was another bed I didn't ask for I suppose that didn't have hair in it... the dishwasher draw was wide open upon me entering the room. the 2 seater couch had 1 cushion almost toppling off the couch. the carpet was drenched with water! Oh and I mean drenched!! There was a large section of carpet where you enter the apartment that was soked in (what I hope was water) this destroyed 3 of my shopping bags and made atleast 20% of my products damp too. the carpet was also stained with red drinks. the curtains also had red stains on them. the toilet didn't look like it had been cleaned at all. There were public hairs in the toilet likely from the last occupant. not all of my soap and shampoo was replaced. the washing machine door also was wide open. the little hall table under the television was stained and had the papers strewn about.

All over this stay was actually just hottible. I have already stopped 2 of my friends from staying with you guys. Which makes me feel horrible. I also work for a huge company that I know uses this hotel from time to time and I have also let HR know of my experience.

I reached out to let you know how i felt and after you visited the room you eluded to the fact that you thought everything looked fine.

I still believe that night that I was stuck sleeping in someone else's filth and that my room hadn't been cleaned. And all after paying more to get the "superior 1 bedroom apartment". I unfortunately will continue to advice friends and family to avoid this hotel as I really don't want this to...

Update : |The hotel finally agreed to provide us with a credit this morning ; however, after seeing our review on TripAdvisor, they rescinded the offer withing 10 minutes. I feel deeply concerned and even threatened as a consumer if I am not allowed to post an honest review for the benefit of fellow travelers.||I understand the hotel may have concerns about the feedback I shared. However, as a customer, I have the right to express my honest experience. Sharing reviews is a fundamental consumer right that helps others make informed decisions. Feedback, whether positive or critical, plays a vital role in improving services and maintaining transparency.||The stress we endured yesterday due to their actions is something we clearly did not pay for. I am deeply disappointed that the booking credit has been rescinded solely due to my review. Such a decision undermines the principles of fair treatment and raises serious concerns about retaliation for providing genuine feedback. Denying credit as a consequence of an honest review should be considered an unfair practice. |_||I am extremely disappointed with the lack of empathy and understanding shown by this hotel. I had booked a stay in good faith, intending to visit Wellington to show my parents the city. Unfortunately, due to unforeseen and genuine circumstances related to COVID, we were unable to make the trip.|I understand that my booking was non-refundable; however, these are exceptional circumstances, and I informed the hotel well in advance. Despite explaining the situation and requesting a refund or at least some form of credit, the hotel flatly refused.|The rigid and inflexible approach is appalling, especially during a time when businesses should show compassion toward their customers. It’s not as if this was a last-minute cancellation without explanation—I reached out early and was transparent about the reason.||This experience has left a sour taste and completely ruined what was supposed to be a special trip. I expected better from a company operating in the hospitality industry. Hospitality should include understanding, especially in circumstances beyond the control of...

Update : The hotel finally agreed to provide us with a credit this morning ; however, after seeing our review on TripAdvisor, they rescinded the offer withing 10 minutes. I feel deeply concerned and even threatened as a consumer if I am not allowed to post an honest review for the benefit of fellow travelers.

I understand the hotel may have concerns about the feedback I shared. However, as a customer, I have the right to express my honest experience. Sharing reviews is a fundamental consumer right that helps others make informed decisions. Feedback, whether positive or critical, plays a vital role in improving services and maintaining transparency.

The stress we endured yesterday due to their actions is something we clearly did not pay for. I am deeply disappointed that the booking credit has been rescinded solely due to my review. Such a decision undermines the principles of fair treatment and raises serious concerns about retaliation for providing genuine feedback. Denying credit as a consequence of an honest review should be considered an unfair practice. I am extremely disappointed with the lack of empathy and understanding shown by this hotel. I had booked a stay in good faith, intending to visit Wellington to show my parents the city. Unfortunately, due to unforeseen and genuine circumstances related to COVID, we were unable to make the trip. I understand that my booking was non-refundable; however, these are exceptional circumstances, and I informed the hotel well in advance. Despite explaining the situation and requesting a refund or at least some form of credit, the hotel flatly refused. The rigid and inflexible approach is appalling, especially during a time when businesses should show compassion toward their customers. It’s not as if this was a last-minute cancellation without explanation—I reached out early and was transparent about the reason.

This experience has left a sour taste and completely ruined what was supposed to be a special trip. I expected better from a company operating in the hospitality industry. Hospitality should include understanding, especially in circumstances beyond the control of...