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“Horrible Experience with the Motel Manager”

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Camellia Court Motel
Ranked #8 of 14 Hotels in Lower Hutt
Bangalore
Level 5 Contributor
54 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 74 helpful votes
“Horrible Experience with the Motel Manager”
Reviewed August 8, 2012

With a long drive from Rotorua to Wellington of more than 7 hours when we reached the motel it was touching 11 PM night. Though previously informed clearly and even acknowledged upon by the manger regarding our late arrival, there was no one at door. I was ringing the bell for more than 45 mins continuously but no was to answer.

Then the phone in the manager office rings and no one around to pick it up. After continuous ringing for several times, we pick up call and it was manager calling from his room in 1st floor to speak to us! so apart from feeling guilty for picking up someone's call i felt relieved to know my keys were left at draw with no one in attend.

We stayed in that motel for next one day and we checked out day after that at morning. All our bills were prepaid so we had nothing to clear. But 3 hours later i receive a message from bank stating $38 has been deducted, from "Camellia Court Motel" (They have our credit card details). But Why??? no clue!! and we are in ship to south island.

We call up the Hotel manager and he says we have stolen the Towel in the room as one is shortage from our room,. to give a brief background here, before we checked out, a lady was sent to check the things in our room if they are intact , in place and in correct number, but nothing was told to us then. Despite this, Why on earth would we want someone else's towel?
That too he coming from hospitality industry was sooooo rude and harsh and impolite.

We didn't take the towel is all we could say... which we tried convincing him. My husband who had high hopes about NZ hospitality was so disappointed that, he told me not to convince him any more.

With this incident whole of our day was spoilt. after few hours we got another message from him saying that he found the towel from one of the workers and our money was returned. Why didn't he check with his own people at first place before shouting on us so rudely and harshly ???

Its because of few people like these, that name of entire place gets spoilt.

Coming to the motel room, its decent and comfortable. But the walls are too thin and you might hear outside noises of cars and people talking. If you are new to place, it would be very difficult for you to find them even with GPS to guide you, so keep in mind that aspect too as it is in a corner part of main road.Apart from these initial and end experience our stay was comfortable in room.

I would suggest the travelers to be careful and clear with this person if you happen to book this motel to avoid unpleasant experiences.

I travel a lot and never have met a more unprofessional person who speaks to his guests so impolitely

Room Tip: 1. If you are checking in late in night, you might be stranded outside for long time. 2. Ensure yo...
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  • Stayed November 2011, traveled as a couple
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Helpful?
3 Thank Archana_Rakshith
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CamelliaCourt, Owner at Camellia Court Motel, responded to this review, October 15, 2012
This guest booked on-line providing their credit card details as security on the booking (no funds were deducted from the card at that time), and giving the time of arrival as 8pm (Office hours 7am-9.30pm).

Guests who arrive after hours without pre-arranging a late check-in are able to contact us via an external intercom (located beside Office door), which would have resulted in an immediate response. Knocking on our Office door, however, will not invoke a response due to the location of the living quarters. Also for security reasons, we must identify all after hours callers before opening the Office, hence we will make always contact via the intercom.

Alternatively pre-arrangement of a late check-in would have meant the guest would have been given confidential instructions on how to access their accommodation on arrival without the need to contact us. We stress our Office is securely locked from 9.30pm, camera monitored and bell alarmed, therefore the guest would not have been able to access the motel phone or obtain a key from a “draw” at 11pm.

The guest checked out prior to 7am on their final morning without paying their accommodation account, although they may have thought they had prepaid on-line. A charge of $305 was made to their credit card (not $38 as the Reviewer mentioned), covering two nights accommodation plus an additional charge of $25 to cover missing linen. This missing linen charge was reversed almost immediately as we determined the guest had not inadvertently removed the linen, but a staff member had made an error. We contacted the guest and apologised most profusely for this mistake.

We are sorry this guest believes she had a “horrible experience” at our motel and we have put practices in place to ensure linen etc is more accurately accounted for by our staff. The length of time the guest took to post this review (10 months), along with the number of motels they utilised during their holiday, may account for some inconsistent recollections, however we hope this experience did not detract from their overall impression of New Zealand.
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Rating summary
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Traveler tips help you choose the right room.   Room tips (15)
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English first
Lower Hutt, New Zealand
Level 5 Contributor
86 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed March 28, 2012

Lovely quiet Motel with clean, comfortable, spacious rooms. Very professional Hosts, Pam & John. Nothing was a problem. Highly recommend for long stay or even to bring the family. The back area was great for our Grandson as had a tramp and swings. A+

Room Tip: Great for Families
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  • Stayed February 2012, traveled with family
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Helpful?
2 Thank Star B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
1 review
Reviewed December 29, 2011

I will be staying here again In January and the great host are giving us a discount. This is great service

  • Stayed January 2011
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Helpful?
Thank LukeJennings
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Edinburgh
Level 6 Contributor
108 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 46 helpful votes
Reviewed May 8, 2010

Firstly, the positive. Very clean and well kept, in fact when I suggested they could skip a freshen up on the morning of day 1 they insisted on making sure it was freshened up, clean towels etc. We stayed at this motel based on the previous reviewers glowing write up. The reviewer was right about the beds being good, albeit that the quilt covers are very dated and not what I expected from a 4 star motel.

Sadly we were disappointed by this motel overall. The reading light above one of the beds was broken, as was the heater in the bathroom. When advised about this, the owner informed me that he knew the heater was broken, but did not offer an apology for the inconvenience or change of room (easily possible as rooms were vacant). In fact the switch to the heater on the wall was also broken and coming out of its socket. The reading light was also not fixed on our return from a day out. I expected when paying for a room to receive a fully functioning one.

When I was checking out I had hoped to be asked how my stay had been, sadly no question was asked of how we enjoyed our stay – indicative of the lack of interest in customer care. We have stayed in 6 motels in NZ now and despite their varying quality, the customer service has always been great. Sadly, Camellia Court Hotel has been the only one to let the NZ motel side down.

We have also spend a very bad last night at the motel as a family were placed next to us with young children. The walls were so thin that it was like being in the same room. I have no problems with a young family staying, but good customer service would have suggested that when the situation allows they were allocated one of the many vacant rooms not directly next to other customers.

  • Stayed May 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
2 Thank Colm C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CamelliaCourt, Owner at Camellia Court Motel, responded to this review, June 16, 2010
We take all constructive criticism seriously and welcome the opportunity to improve our services and facilities by acting on suggestions/comments made by our guests. In regards to the problems experienced we advise; we have dealt with the heater, and obviously replaced the light bulb above the bed. I can only apologise for the ‘noisy neighbours’ and confirm that had we known of the problem we would most certainly have dealt with it immediately. Our 4 Star rating is re-evaluated by Qualmark annually (most recent assessment 25/5/10), and we can confirm we are well above the minimum points required for the 4 Star grade. However, I believe the UK/Europe rating standards differ significantly from the NZ Qualmark standards, (ie UK 4 Star equivalent to 4.5 or 5 Star NZ standard), and therefore as a UK resident this may have had a bearing on your interpretation of our grading. We are sorry your stay at our motel was not to your satisfaction, and had we known, where possible, would certainly have attempted to remedy the situations.
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Coopers Beach, Northland, NZ
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed April 23, 2010

We just returned from a lengthy roadtrip from the Far North to Queenstown and back - the long way in either case. We wanted to do some things in Wellington but having stayed in the downtown area on a prior trip and finding it too loud, we decided to stay at the Camellia Court Motel in Lower Hutt. It's only about a 10 minute drive down the motorway to the city, and also has very quick access to the Picton ferry. Turned out to be the perfect choice for us, especially the quietness and good beds (which, in retrospect, were the best of any on our trip). We liked it so much, in fact, that we also stayed there after crossing on the Interislander to come back up north. Our hosts were very helpful and friendly, and we will definitely stay there again when we're in the area.

  • Stayed April 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank kiwijanet
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Camellia Court Motel

Property: Camellia Court Motel
Address: 3 Pharazyn Street, Lower Hutt 5010, New Zealand
Location: New Zealand > North Island > Greater Wellington > Lower Hutt
Amenities:
Free Parking Children Activities (Kid / Family Friendly) Kitchenette Room Service Wheelchair access
Hotel Style:
Ranked #8 of 14 Hotels in Lower Hutt
Price Range (Based on Average Rates): $
Hotel Class:4 star — Camellia Court Motel 4*
Number of rooms: 15
Official Description (provided by the hotel):
4 STAR ACCOMMODATION AT 3 STAR PRICES. Our 15 quiet fully self contained studio, 1 and 2 bedroom units are ideal for business, leisure, tourist or long term stays, or for that "special occasion". Camellia Court is located a short stroll from the heart of Lower Hutt's CBD, near bars, restaurants, cinemas and shopping. Wellington city with its abundance of cafes, restaurants, theatres, museums and shopping is just a 10 minute drive. Whether on business or pleasure we are certain you will enjoy a comfortable, relaxed stay at Camellia Court Motel! ... more   less 
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