We booked a "family special for 2 adults & up to 3 children" specifying the childrens' ages at booking (young children including an infant). We booked this 5star place as they advertised under Room Amenities:
Luxury double deluxe spa bath with hand held overhead shower
As soon as we walked into the 2bed apartment, we realised there was no bathtub in the bathroom, not even a shower cubicle, so as long as you take a shower the whole place transforms into a wet room. As we were the first people to check in that day, we asked if we could swap rooms with guests who have yet to check in, explaining that we could not use the wet room as it is a slipping hazard for young children, especially as the shower room is designed as such that you have to go past/through the shower area to get to the toilet or sink (see photo below). The guy on the phone(owner not the guy at reception) said we should have already been told the only room available on "family special" was that room without the spa bath, on the other hand said that I should have specified I wanted a spa bath when booking (I presumed that was standard as advertised). He insisted that since we've already walked into the apartment (just), he is not prepared to send cleaners to the apartment. Finally he said - that's the room we bought, & that's what we're going to get - then hung up on me!
For the kind of money spent, we would have been better off staying at other 5 or even 3-4 star hotels in the area as we needed a bathroom with a bathtub not just a shower, this especially in winter. Misleading to advertise it as a "special" when in fact you end up paying more(than other places) but getting much less both in room & service. What a rip-off. Never mind we thought, we got over the non-existent bathtub issue, we just won't take any showers for the 3 days then.
How dare we raise a complaint, they proceeded to make our life hell the next day. Staff turned up to change the wet towels, but did not top up toilet paper (just 1, for a family of 5), drinks satchet etc. Did not service the rooms, not even toilet or kitchen/dining area. When we asked to change ONE of the children's bedsheets, the staff said they have to ask the owner's permission. The owner then proceeded to ring us incessantly on our room extension, demanding credit card details, we found that a bit suspect as they did not ask for it at check-in, they just took our hotel voucher. We prepaid in full via the travel agency for the entire duration of our 2night stay, months in advance at the point of booking, we were entitled to a peaceful 2 night stay without being harassed like that. Then in the evening, the owner knocked on our door aggressively demanding credit card details again saying things like "what if the children put a hole in the wall, what if we leave an odour from ethnic food). He spoke to us as if we were savages, making aggressive gestures, threatening to call the police to throw us out! This is front of our children. Fearing for our own safety after the owner's display of aggression, we spoke to the police for advice ourselves. You wouldn't expect to hear of such horror stories from a 5star rated property.
As per other reviews, numerous warning signs throughout the apartment that you may be charged if etc....basically discouraging cooking, using the oven, bathrobes, face towels etc. In the guest info book in the room, it states that any odour left behind by ethnic food, an additional night's stay will be charged for. There is an Indian & Thai takeaway in town. We did not dare to cook at all with all the warning signs, so had to eat out during our stay there. There is really no point booking a 2bed apartment with full kitchen facilities if you may be charged an additional night (NZ$350) if you use the kitchen for cooking. On the morning of checkout, we decided to take a video walking through the entire apartment & contents as it was obvious the owner has no integrity, we were worried he might charge our credit card by making up excuses (see photos of all the warning signs). Very stressful.
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