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“Dishonest and untrustworthy.” 1 of 5 stars
Review of Copthorne Hotel & Apartments Queenstown Lakeview

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Copthorne Hotel & Apartments Queenstown Lakeview
4.0 of 5 Hotel   |   88 Frankton Road, Queenstown, New Zealand (Formerly Kingsgate Hotel Terraces Queenstown)   |  
Hotel amenities
Ranked #44 of 57 Hotels in Queenstown
Wellington, NZ
Contributor
13 reviews 13 reviews
8 hotel reviews
Reviews in 10 cities Reviews in 10 cities
9 helpful votes 9 helpful votes
“Dishonest and untrustworthy.”
1 of 5 stars Reviewed March 20, 2013

Myself, my partner, and a friend booked to stay at Copthorne through a 3rd party booking site. We booked for one night after walking the Milford Track - our reward to ourselves after an arduous and exhausting 3 day trek.

On arrival at Copthorne we were simply told we had been "complimentary upgraded" to their "5-star hotel just 2 minutes walk down the road". Those words are usually music to any traveller's ears. But on arrival at the new hotel we discovered that we had been in actual fact DOWNGRADED, and were offered a room with 2 single beds and a FOLD-OUT! Not what we expected for NZ$100 pp!

We were of course very confused, and could only think there must have been a misunderstanding. But no, we were told by the new hotel that Copthorne had overbooked, and had called to arrange an alternate room for us. The new hotel had emphasized to Copthorne that they were also stretched, and could only offer a downgraded room, and that we were to be informed of this. Neither had we been informed, nor would we have chosen this if it had been offered to us.

After much back and forth (ie a whole afternoon spent in disbelief and frustration rather than our well deserved relaxation) we were offered a room with a queen and a foldout bed - the best that could be done under the circumstances by the new hotel. Only after explaining that this was substandard for the price we were paying, were we offered a complimentary main meal and drink for our troubles.

The worst part of this whole experience was that we were never contracted with an apology from Copthorne. It was clearly their mistake from the beginning - a mistake that the new hotel had to try to rectify. We had been lied to, cheated, and robbed of an entire afternoon of relaxation. If we had not advocated for ourselves we would have been utterly swindled. This experience was an absolute disgrace on Copthorne's part. All I can say is bookers beware, make sure they don't try this with you!

  • Stayed February 2013, traveled with friends
    • 1 of 5 stars Value
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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381 reviews from our community

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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (105)
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English first
Adelaide, Australia
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed March 17, 2013

If you like a view of the lake this is perferct. However, the balcony was drab with two tired wooden chairs and it was not pleasant to sit outside as the traffic on the Frankton road is constant from very early morning to late at night. The traffic also makes it difficult to turn right if you have a car - we waited 10 minutes once for a break to get out. Unless you can walk down and up a very steep hill to town you need to catch the bus or taxi. Room was large but bed was very soft. Some staff were less than friendly and seem to think it an imposition to call a taxi for us.

  • Stayed February 2013, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JackieGuiney, General Manager at Copthorne Hotel & Apartments Queenstown Lakeview, responded to this review, March 26, 2013
Thank you for your feedback.
The hotel is in the process of updating all balcony furniture through 2013 and I appreciate your comments regarding the state of this furniture.
I do apologise for the standard of service you received from our reception team, this is not the level of service that we pride ourselves on.
Once again thank you for bringing these to our attention.

Kind regards
Jackie Guiney
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Senior Reviewer
7 reviews 7 reviews
Reviews in 4 cities Reviews in 4 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed March 17, 2013

A friend had booked me into the Copthorne and with the exception of Rydges in Wellington my accommodation has been very good so I was looking forward to a pleasant experience and I wasn't disappointed. Very clean two large double beds and the best part a 10 min walk to the centre of Queensland. Only one warning the return walk back is a very steep uphill walk. And the best value so far on my trip.

  • Stayed March 2013
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JackieGuiney, General Manager at Copthorne Hotel & Apartments Queenstown Lakeview, responded to this review, March 26, 2013
Thank you for your feedback.
We are pleased that you enjoyed your time at the hotel, and great to hear that you have found it to be of the best value so far.
We look forward to welcoming you back to the hotel in the future.

Kind regards
Jackie Guiney
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
oxford uk
Contributor
17 reviews 17 reviews
15 hotel reviews
Reviews in 15 cities Reviews in 15 cities
15 helpful votes 15 helpful votes
5 of 5 stars Reviewed March 17, 2013

hotel great ,friendly helpfull,good views over lake,food good laundry ok,rooms large clean well laid out balconys to sit in sun and enjoy sunset,good transport links buses will stop outside if hailed cheap fares,fantastic town good shops resturants has everthing

  • Stayed February 2013, traveled solo
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JackieGuiney, General Manager at Copthorne Hotel & Apartments Queenstown Lakeview, responded to this review, March 26, 2013
Thank you for your feedback.
We are delighted that you enjoyed your stay at the hotel and had a fantastic time in Queenstown.

Kind regards
Jackie Guiney
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Wellington, New Zealand
Top Contributor
169 reviews 169 reviews
137 hotel reviews
Reviews in 63 cities Reviews in 63 cities
102 helpful votes 102 helpful votes
3 of 5 stars Reviewed March 17, 2013

We got a pre-paid cheap deal through a local (New Zealand) travel website to stay here.

You don't expect the newest and fanciest rooms from such deals. Consequently the room was pretty plain, but it had the balcony and view as promised, and was a good size overall. Beds felt a bit older and soft.

TV was a bit disappointing, quite limited channels and it seemed the longer it was on the more the picture would get lines and kind of flicker.

Would have been handier for us if the checkout time was later - it's the standard 10am but we've noticed in recent years that 11am is becoming more and more common, and would be more ideal for us. I'm not holding this against Copthorne Lakeview, this it just a general comment.

Stayed March 2013, traveled as a couple
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JackieGuiney, General Manager at Copthorne Hotel & Apartments Queenstown Lakeview, responded to this review, March 25, 2013
Thank you for your comments and we are pleased you enjoyed your stay at the hotel.

We have taken on board your comments regarding check out times in New Zealand and this is something that we are looking into.

We appreciate your feedback and delighted that you enjoyed your time in New Zealand.

Kind regards
Jackie Guiney
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Whangarei, New Zealand
Senior Contributor
48 reviews 48 reviews
15 hotel reviews
Reviews in 24 cities Reviews in 24 cities
23 helpful votes 23 helpful votes
4 of 5 stars Reviewed March 16, 2013

I have stayed here a few times when it was named the Kingsgate Hotel. It is has stepped up a level with the decor. The hotel is no longer looking sad and tired. The rooms were spacious, clean, modern and awesome views of Lake Wakatipu. Staff were friendly and helpful. The location is great as it is only a short walk into Queenstown and near the bus stop. I normally book their website as they have some good deals.

Stayed March 2013, traveled solo
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JackieGuiney, General Manager at Copthorne Hotel & Apartments Queenstown Lakeview, responded to this review, March 18, 2013
Thank you for your comments.
We are delighted that you enjoyed your stay and have noticed the upgrading that the hotel has been through with the change from Kingsgate to Copthorne Hotel & Apartments Queenstown Lakeview.
We look forward to welcoming you back to the hotel in the future.
Kind regards
Jackie Guiney
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Arvada, Colorado
Senior Contributor
30 reviews 30 reviews
13 hotel reviews
Reviews in 18 cities Reviews in 18 cities
9 helpful votes 9 helpful votes
4 of 5 stars Reviewed March 14, 2013

we spent 2 nights and this was a great location. It was clean, bright and had a great patio with a view of the lake(across the street--not on the lake) we walked "to town" easily. Parking was easy and free. 20 minutes free interent in lobby. Laundry was on lobby level. Staff was great and very helpful. I would stay here again. wish I had more time in Queenstown. Best Burger was at Fergburger!!! We went to the Milford Sound by bus from here .such a lovely quaint town set on the lake...loved it

  • Stayed March 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JackieGuiney, General Manager at Copthorne Hotel & Apartments Queenstown Lakeview, responded to this review, March 25, 2013
Thank you for your comments.
We are pleased you enjoyed your stay at the hotel and pleased you got the opportunity to relax and enjoy our wonderful views.
Fergburger is a true Queenstown institution a must for every visitor.
We look forward to welcoming you back to the hotel in the future.

Kind regards
Jackie Guiney
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Copthorne Hotel & Apartments Queenstown Lakeview

Address: 88 Frankton Road, Queenstown, New Zealand (Formerly Kingsgate Hotel Terraces Queenstown)
Location: New Zealand > South Island > Otago Region > Queenstown
Amenities:
Business Center with Internet Access Free Parking Kitchenette Restaurant Room Service Wheelchair access
Hotel Style:
#37 Luxury Hotel in Queenstown
Price Range (Based on Average Rates): $
Hotel Class:4 star — Copthorne Hotel & Apartments Queenstown Lakeview 4*
Number of rooms: 85
Official Description (provided by the hotel):
3 star Qualmark rated hotel, 66 large studio hotel rooms and 19 x two bedroom apartment style rooms, with impressive views of Lake Wakatipu and the "Remarkables" mountain ranges from your private balcony or courtyard (no back facing rooms). Complimentary parking and only a short walk into the centre of town. ... more   less 
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Also Known As:
Copthorne Hotel And Apartments Queenstown Lakeview

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