I used to be a regular at Nugget Point over the last 6 years, and I rated the hotel highly, but not any more I'm afraid to say. I stayed at Nugget Point in Nov 22, again in Feb 23, and my last visit was in 7th March 2023. On the good side, the view of the Shotover River from the river side rooms is still great, it's a bit hard to change that. So, what was bad? 1. I always book the same room type through an agency, a River View Suite, on the March visit I was downgraded to a River View Room, this is a BIG down grade, cost wise, and was a surprise as it was my 3rd trip in 4 months! And a bit hard to notice as the rooms are significantly different in quality. I suspect that due to the agency discount price I received for the booking 4 months in advance, the hotel chose to sell the suites to make more money and downgrade me as I had already prepaid the rooms, but I cannot be sure. No explanation or compensation was offered. This is a bad look for the agency as well, if you cannot guarantee the room you book is the room you get. I made inquiries at the reception and received an indifferent reaction from the hotel employee, who actually tried to pretend she could not understand English, which seem perfectly ok when I checked in, extraordinary! I asked to speak to the Manager and she declined to get him, or even inform him of my issue. To me, this is rude, and unacceptable customer service. Nugget Point is not a cheap hotel. 2. One of the reasons I choose to stay at Nugget Point is the restaurant and its great view. In November the restaurant was closed due lack of staff, COVID, etc. I was assured that this was only temporary and next trip it would be open. In January the restaurant was again closed due lack of staff, even though it seemed to be cooking for a private function, but would not even do room service, I was assured that this was only temporary and next trip it would be open. On my 3rd trip the restaurant was closed, again, and when I inquired I received indifference from reception on when, if ever it would reopen. This is despite the fact that Nugget Point advertise on multiple booking sites, and in the hotel rooms that they have a restaurant. Perhaps agencies should review this aspect of the Hotel as to me it is a service they do not supply and a draw-card they do not have. 3. The hotel complains by signage and though staff that they are understaffed and cannot supply service levels they continue to advertise. They even stop supplying milk satchels in the rooms due to a "nation-wide shortage of milk in NZ". Not something I experienced in the 3 weeks I spent in NZ or at any other hotel. COVID is essentially over in relation to travel restrictions, and it is obvious walking around Queenstown and trying to book tours that the tourist levels are high for this time of year. Staff are short, yes, but many other establishments appear to be coping and provide the best service they can with the available staff, and speak to customers. Perhaps there has been a change in business model or management at Nugget Point in the last 12 months, but it's not the same establishment it was in the past and they won't be seeing me again. I don't suppose they will care.…