I see the reviews sent to trip adviser are very mixed for this property so it seems the type of place were you hope to receive what you are expecting but it is not always what you get.
The following is a letter I sent to the hotel after our very disappointing stay. I haven't received a reply so the service of ignoring guests continues in my case.
My husband and I have just returned from a three night stay in your hotel.
We occupied a one bedroom suite.... room number 31.
We chose your hotel on the basis it was FIVE stars, the winter warmer package was tempting and the web photos look modern and luxurious. Please take a look at the photos on your website of the one bedroom suites, the modern kitchenette with dish-drawer the beautiful bathroom with large bath (this is what I thought I had reserved and what I expected) then look at suite number 31 it is like going back to the days of the cheap, old, motel units, the kitchen, the cook-top, the shower with its rusting shower caddy and the bathroom. A supposedly ‘queen bed’ is two singles pushed together with a ridge down the middle, bedding so old it has fur balls. The lounge carpet dirty and stained, the window sills full of dust and so on. The heated outdoor pools look old and uninviting.
I asked one of your staff for a change to a more updated suite and my request was ignored the same when I asked for a newspaper to be delivered each morning it never happened so my request ignored once again, you call this FIVE star service I don’t think so. We stay at five star hotels all over the world what you see on their web site is what you receive and the service usually impeccable.
So I am not just disappointed I am furious that I was silly enough to think what I saw on your website is what I would get and had actually paid for. Yes the website is completely misleading, false advertising and the suite and the service nowhere near five star.
Before I take this any further do you have an explanation for our very disappointing accommodation? I don’t just want to hear sorry we are upgrading at the time of booking that was never pointed out to us although we did have to listen to the noise of the builders, which was never apologised for.
You ask if we would recommend the hotel. NO WAY...... our family, friends and Trip advisor will be told to stay well clear because what I see on your website I certainly didn’t receive. You advertise as being historic and opulent just old and scruffy is what we found.
- Official Description (provided by the hotel):
- The Princes Gate Hotel, the ideal accommodation whilst staying in Rotorua. The most famous Hotel in Rotorua built in 1897. This timeless, beautiful hotel is privately owned and operated. Our hotel rooms offer style and sophistication that depict a bygone era. The Princes Gate Hotel is not just a hotel but also an attraction. It has been masterfully restored through passionate attention to details. We look forward to having you stay with us in our beautiful & grand Princes Gate Hotel. ... more less
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- Also Known As:
- Princes Gate Rotorua
- Hotel Princes Gate