I couldn't believe the treatment we had at this motor lodge. We paid online (credit card payment had gone through and I had received confirmation of the booking). When we arrived We were told there was no booking – that we must have the wrong place and that any paid booking online would automatically be accepted onto their system. The receptionist’s manner was very abrupt and unhelpful. I went to my emails elsewhere, forwarded the reservation booking to the motor lodge and returned to discuss the booking we had made. Again we felt we were treated appallingly. I have never experienced anything like it in New Zealand. The woman at the reception said she suddenly remembered speaking with me over the phone and that I had been told the booking was only temporary. I explained that I hadn’t spoken with anyone from the lodge (why would I turn up to accommodation if I knew it was cancelled!). Incredibly rudely, she said she could not help us and the booking had been cancelled and we should go to AA (who we booked through) to retrieve the payment made. I asked if she was able to help us look for other accommodation as we were now in a position with a car load of kids with no accommodation on the busiest weekend in Rotorua. She said no. The Lodge’s unhelpful and rude manner as well as what we feel was deception is unacceptable. Their attitude made a stressful situation far worse for our family. I booked through AA assuming accommodation would be quality and professional. While the fault for the booking may ultimately lie with AA, Kuirau lodge were unhelpful and rude right from the beginning.
- Official Description (provided by the hotel):
- Located at main road of Rotorua, Our premises is just walking distance away from city focus of shops,restaurants and cinemas. An amazing day can be started from Kuirau Park, the local hot pot situated next to us, including hot springs and mud pools, for exploring the city steeped in Maori history and legend. All guest unit is self-contained with full kitchen and some of them are wheelchair accessible. Free wireless connection and SKY 50+ digital TV are offered. Genuine mineral SPA as well as an outdoor swimming pool gives you opportunity having water fun. ... more less
- Reservation Options:
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- Also Known As:
- Kuirau Park Motor Hotel Rotorua