Handy location and the property is value for money but very aggressive reception staff, bunch of young guys running the show and totally unprofessional.
At time of check in, I requested the hotel staff to give me a hand with the luggage as my partner was pregnant and had been advised not to lift bags etc.
We had 02 main suitcases and one hand luggage only. I requested the guy at the reception to help me with 01 main suitcase, explaining my partners situation but I was shocked to see the expression on his face as if I have asked him to lift me up and transport to the room.
Any way, he came out of the desk and when he approached us he started saying "What is wrong with you guys? You guys seem fine to me, you should have helped yourself"
he further went to the other staff and said that we have extra weight in the bags and that's why making excuses. We were shocked to hear such insolent rude accusations from a staff member whose job is basically to assist and not insult.
Am I to understand that such staff is professionally / medically qualified to pass negative opinions on the guest requiring extra assistance?
After settling down, I went back to the reception and requested to see the manager, I was surprised to see that a guy about the same age group may be in his 20's introduced himself as a manager, later my partner advised that, he was the other guy, who was then also at reception and saw the whole thing but did not said a word.
At the time of checkout we requested a cab to the airport and the staff advise that they had a special arrangement with a taxi company so the charge to the airport will be 35 only. I was happy as I paid around 80 but again, cheap is cheap.
The driver was a big Samoan gentleman driving a small old Japanese car. His driving was erratic which did not give confidence that he was in full control of the vehicle and certainly did not result in a smooth ride.
I have sat beside many drivers but this individual is the worst, I have had the misfortune to be in a vehicle with, the vehicle was also stinking with the smell of cigarettes. Learn my lesson cheap is cheap.
We take serious objection to such defamatory remarks. We are deeply offended by the arrogant attitude and insulting behavior of the staff in a service industry, people like them makes a mockery of New Zealand's motto "KIA ORA-Welcome".
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Valued Guest,
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Thank you for your feedback. I am disappointed to read such a review considering the amount of happy guests we service at our property each day (as you can see on Trip Advisor with the positive comments that are independent of the property) –
I would like to take this opportunity to express my concerns so other readers are not mis-informed about our property.
I have raised the issues that you have mentioned especially about our staff behavior with our Front Office Manager for which we are addressing. It may have been a one of case, none the less it is not good enough from our side.
However, we have undertaken a comprehensive training scheme with our staff in regards to customer service and the next time you are at Bianco off Queen there will be noticeable differences.
I would love to have you come back and give us another chance to prove that this is not usual for our hotel. Do not hesitate to contact me directly at email@example.com if you might reconsider staying with us again in the future so I can ensure you a more comfortable stay.
Take care and safe travels back to Sydney, Again I ‘m apologetic for your experience with us.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.