We stayed in the Paihia Sails Apartments run by waterfront suites as we needed a three bedroom and it's right next door over the restaurant. At check in we experienced the worst customer service I have ever witnessed. The manager Ana, yelled at us in reception and told us we were insulting and arguing with her. I explained we just needed a bathroom to change our baby before going out on a boat tour, since our room was not ready and she insisted that was not possible as they would have to re clean any room we used. I understood her concerns, but have never felt so unimportant in my life, especially as a paying customer. Once we were given our keys (turns out our room was ready as they only glanced at our booking info initially and thought we were in the suites section) we were taken to our room. The apartment was new and beautifully furnished with free wifi and tea, coffee etc. It is right in the town centre across from the water and couldn't be in a better location. Big deck overlooking the water, amazing! Once I started using things however, I noticed maintenance was lacking big time! I got locked in the ensuite bathroom and had to yell for my husband to come help me out! Later that night when bathing my daughter we found that the plug in the other bathroom was broken and no longer worked so I couldn't fill the tub. Lots of little problems which could easily be fixed with a bit of work. Such a shame as the building is so new and nice. Overall had a nice stay but will not be back after Ana's terrible blow up at us. It's sad no one has taught her manners or customer service skills.