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“Bad management with dogmatic attitude”

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Heritage Collection Waitakere Estate
Ranked #1 of 1 Hotels in Waiatarua
Reviewed September 11, 2011

On 3rd of August, i stayed at Auckland's Waitakere Estate and paid $50 deposit credit card charge for the accommodation. The next day when we are able to check out, they slapped a bill of $130 on the front desk and demanded that we paid that as they claimed that we had an additional adult staying in the room.

We refuted the charges as it will not elaborated to us on the "third-person" charge. We... have stayed in many hotels all around the world and no such charges applies. Even so, they would have the courtesy to advise us prior to check-in so that we can make an informed decision not to stay in this place due to such policy.

Nevertheless, they altered the $50 credit card charge to $140 anyway. We have notified the bank and disputed the unauthorized charge. Please kindly look into this so that other tourists would not fall into the same predicament. It's such a shame for a beautiful country with great people.

  • Stayed: August 2011, traveled with family
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2  Thank AricL
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AucklandsWaitakereEs, Manager at Heritage Collection Waitakere Estate, responded to this reviewResponded September 19, 2011

This complaint was received by a guest who booked a special Groupon deal offering double/twin share accommodation and cooked breakfast for 2 at a considerably reduced rate to that normally advertised.

All hotel accommodation at Auckland’s Waitakere Estate is offered on a double/twin share basis unless stipulated otherwise.

Three guests arrived at Reception on the nominated date, a husband, wife and adult son.

At check-in, guests were reminded of the Groupon conditions and our 2 guest per room policy. It was implied to the Receptionist that 3 guests would not be staying in the room.

Our 4 star hotel has 3 Garden Apartments adjacent to the main block of the hotel which can accommodate more than 2 guests. Had they disclosed their intention for triple occupancy, one of these apartments would have been available for their stay.

Whilst our travelled guests may very well have stayed at many hotels around the world and enjoyed discounted rates, conditions are applied and enforced for a reason.

Credit card authorisations are obtained from all guests at check-in regardless of prepayment arrangements. This is to cover any incidental costs phone calls, breakages etc and is normal hotel practice.

As the terms and conditions of this offer were not respected with the additional adult present in the room overnight, the full room tariff was applied and charged against the credit card.

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Reviews (225)
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207 - 213 of 225 reviews

Reviewed August 21, 2011

I have stayed in the Waitakere Estate lodge twice. My brother was married there a few years ago, and my partner and I stayed there January this year on a trip to New Zealand.

I highly recommend this hotel. Whilst, as others have mentioned , it may need a little TLC in some areas, and the olde world charm is probably not what some of us from the old world would consider olde world, the rooms are tastefully furnished, spacious and clean.

But what makes this place so special is its unique setting and the friendliness and helpfulfulness of those who work there. There is a relaxed atmosphere and the food is excellent.

We will be moving to the Waitakeres in October, and I am only sad that it is up for sale, as we were hoping to visit for one of their afternoon teas. I hope we will still be able to do this under new ownership.

  • Stayed: January 2011, traveled as a couple
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Thank suzisuw
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 16, 2011

The hotel is in a wonderful location in the Waitakere Ranges. The staff were helpful and attentive. The room was clean and comfortable. The restaurant produced some very good meals which were not overpriced. We were made to feel very welcome all times.

  • Stayed: August 2011, traveled as a couple
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Thank Ant D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 3, 2011

I've been to Waitakere Estate a few times and this time I took my staff there for a company birthday celebration.

They were all really delighted with the the place. Having pre-dinner drinks in the lounge and then down to the restaurant for a truly lovely dinner, then back up to the lounge/bar to relax for a bit more - it really was perfect for that sort of event. The location and views are breathtaking and all the refurbished rooms are top quality. My wife and I have previously stayed in the shonky 'garden suite' with the green formica and tacky carpet, and I certainly would recommend avoiding that - although once they refurbish it to the same quality as the rest of the place it will be our pick as the best room. The views actually make it worth putting up with the tired decor.

All up, Waitekere Estate is perfect for a small conference or just a night away where you haven't got time to get away from Auckland geographically but want to get away 'in spirit.'

  • Stayed: July 2011, traveled on business
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Thank Treadbrook
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 29, 2011

We only visited Waitakere Estate for dinner and were desperately pleased we checked it out before committing to a romantic weekend. The setting is a gem but the Estate is so firmly mired in the 70's you expect to see fondue on the menu. Left to cool our heels in the bar the staff seemed suprised to see us (depsite having booked) and also suprisde that we might like a pre-dinner drink whilst waiting for the rest of our party. Our coats were taken, eventually, but not to a cloak room...to the dining room where they were put on the backs of our chairs to wait for us!
The wait staff weren't rude but the level of service in no way matched the prices on the menu, sadly nor did the food. The food was competent but not excellent but the proces suggested we should expect more. The bread and dips to start were mediocre (was that really a supermarket baguette?) the starters were bland and the mains no better than your Mum could whip up at home if she was a halway decent cook. The deserts were slightly more inspired in conception if not execution. After dinner coffee would have been nice but to be told "coffee's over there if oyu want to help yourselves" was a surprise. The music was turned off when the staff decided we'd staye long enough.
The expectation set by the Estate's advertising (and prices) is a place of tone and class. The reality is more like a front business for the Mob with actual guest being a slight surprise.
Wild horses would not drag us back to stay as we checked out the suites on our way down the drive and one word describes them "Motel".
Very dissapointing.

  • Stayed: June 2011, traveled with friends
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7  Thank bjam
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AucklandsWaitakereEs, Manager at Heritage Collection Waitakere Estate, responded to this reviewResponded July 12, 2011

While constructive criticism is always appreciated we feel a right of response is needed for this review.

Auckland’s Waitakere Estate has a gracious ‘old world’ characteristic which many of our regular clientele find charming.

Our recently refurbished classic styled restaurant, inspired by a well reputed Auckland hotel interior designer, is not to the taste of all guests particularly those preferring a contemporary design however the former is more suited to the rainforest setting and building style of the hotel.

Our Chefs and wait staff attempt to meet and exceed expectation at all times. Of course when dining, menu selections are at the discretion of diners. When personal selections are not to a guest’s expectation, it instantly clouds their dining experience. I assure you our trained and award winning chefs do their best to provide innovative, fresh and tasty selections.

The 3 Garden Suites unlike the recently renovated 16 hotel rooms, are due for refurbishment. This is reflected in the room tariff and guests are advised of this prior to confirming bookings.

We encourage readers to read earlier reviews before forming opinions.

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Reviewed June 30, 2010

We had the opportunity to spend two nights last month at this wonderful property. It was fabulous - the people, the views, the food, the service, the ambience. I would never stay anyplace else - it is in the middle of a rainforest with a very special energy. We love it and wished we could have stayed longer!

  • Stayed: May 2010, traveled as a couple
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1  Thank newzealand2010
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 13, 2009

This place must have one of the best views of Auckland, set up high in the Waitakere Ranges looking back over the city.

There is a slight Fawlty Towers vibe about the hotel with those running it not overly keen on being discovered.

In the main building you can expect nicely updated rooms with balcony's and a view. The restaurant serves great food.

The 70's theme runs strong and is actually authentic in the bar and library upstairs. Blow of the dust and you can read glossy magazines from that era.

Overall a great and enjoyable stay and the slightly ramshackle parts all add to the charm.

  • Stayed: October 2009, traveled as a couple
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Thank Incoming11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Heritage Collection Waitakere Estate

Address: 573 Scenic Drive, Waiatarua, Auckland 0650, New Zealand
Location: New Zealand > North Island > Auckland > Waiatarua
Amenities:
Bar / Lounge Free Parking Kitchenette Restaurant Room Service Suites Swimming Pool
Hotel Style:
Ranked #1 of 1 Hotels in Waiatarua
Price Range: $112 - $194 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Heritage Collection Waitakere Estate 4*
Number of rooms: 21
Official Description (provided by the hotel):
Heritage Boutique Waitakere Estate is set in a stunning rainforest setting only 30 kilometres from Auckland City and the Airport. The property is a 21 room 4 star boutique hotel with restaurant and lounge bar facilities. The hotel's ridge top setting provides magnificent views of the surrounding rainforest and of Auckland City. There are extensive bush walking options on-site and in the surrounding Waitakere Ranges Heritage Park. The spectacular West Coast beaches are also neraby. ... more   less 
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Also Known As:
Auckland`s Waitakere Estate Hotel Waiatarua

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