I was unfortunate enough to book a night here during the Napier Art Deco Weekend at the last minute at 11.30pm on Thursday evening. At 8am on Friday morning I called to explain that this had been done in error, I understood that there was a cancellation policy but as it was the busiest weekend of the year in Napier with all accommodation fully booked, would they be able to resell the room and not charge me. (obviously, if this wan't possible, I was happy to pay. The cancellation fee is there to protect the hostel from loss of revenue and not being able to fill the room at short notice) This was not just about saving a few dollars it was also about not wanting to waste a free bed in a fully booked town. Several people ended up sleeping on benches in the park that night!
I spoke to someone on reception, who said that it shouldn't be a problem as people had been asking for accommodation all morning. Could I just send an email with my name and details to confirm this. I then spent the next hour or so trying to send this email and getting bounce backs.
I called again and a very offhand woman told me that there was a 24 hour cancellation policy and that I would be charged. So I had wasted my time and phone calls for nothing. I sent an email to the manager at the address she gave me, which gained no response, not even an acknowledgement a few days later.
I was then forced to cancel my booking online, so that at least someone could enjoy the bed. I was charged for this and when I looked online later the bed was resold, so they made their money twice on this and never bothered replying to any of my emails.
I don't usually write bad reviews but I just felt that this place was totally lacking in customer service skills. They sell cheap rooms to backpackers, so they should realise that every penny counts. They should also be more polite and at least respond to their customers. I hope that they leave this business and let someone run it who actually cares about providing a good service.
After travelling for many years, I can say that there are owners of budget accommodation who do a great job, love their clients and go out of their way to accommodate them and help when they can. JUST NOT AT STABLE LODGE!
- Official Description (provided by the hotel):
- Custom built budget accommodation for backpackers in New Zealand's Art Deco city, Napier. 5 minutes walk to city centre, 50 metres to ocean. FREE wireless internet. Horsetreks: beach, river and winery treks available. ... more less
- Reservation Options:
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