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“Disappointing "hospitality" and poor customer service”
Review of Ratanui Villas

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Ratanui Villas
Reviewed January 4, 2014

Our stay was marred by the poor manner in which both owners handled my feedback to them about servicing our unit when we did not request it be serviced. When we arrived, one owner gave us the key and milk, and said nothing about housekeeping services. There was no hand towel in the bathroom, no spare roll of toilet paper and no dish towel in the kitchen. There was also a couple of dogs which other guests had, who barked periodically. The booking website said nothing about dogs being accepted here, or we would never have booked our stay. The unit had NIL information about the services and amenities, no welcome book that told guests what the policy was about housekeeping, nor a sign to hang outside, eg. Do not disturb or please service the room. We made the error of assuming our unit would be left alone, which it was not, and returned later to find it had been serviced. When I spoke to the owner about this, he was rude and defensive, and said he would send his wife to speak with me. When she spoke to me the 1st thing out of her mouth was the carpet stain next to the sofa and why did I not notify them about this. Some advice to the owners: 1) provide your guests with an information binder in each unit, which specifies what the housekeeping policy is, since you did not have the time to do so at check in. If a binder is too much work, a "do not disturb/housekeeping please" sign they can hang out their door would be a simple alternative option. 2) there was neither a coffee table nor an end table at one of the ends of the sofa in unit 6, so I imagine you will continue to have guests who spill drinks on the carpet. A small end table may minimise the frequency of you having to scold your guests. 3) the golden rule of customer service is to listen to your customers and validate their feedback...even if you did not agree with my feedback, the least you could have said was that it was unfortunate this misunderstanding occurred with the housekeeping. Instead, you went straight for the stain on the carpet, and then left a condescending note. We will never return to this place because of the sub-standard customer service.

  • Stayed: December 2013, traveled as a couple
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5  Thank fandingo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ratanuivillas, Owner at Ratanui Villas, responded to this reviewResponded August 13, 2015

Zimsandy - we are sorry you did not enjoy your experience at Ratanui Villas as we pride ourselves on offering our clients a tranquil environment in which to relax and unwind.
Units are serviced, as are all motels, everyday and we truly are sorry it was not discussed during the greeting. If we had been aware we would most definitely have respected your wishes. As mentioned above, tranquility is what we strive to offer all clients.

Another service we are proud to offer is 'Pet Friendly' and this is mentioned on all websites that we are affiliated with. Our experience has been very positive with pet owners and we find people who travel with their pets are very respectful with regards to the environment they are in. We ourselves own chickens, rabbit and cats and have never had an issue with 'visiting pets'.

We do consider ourselves to be a small yet 'personable' motel, not a run of the mill larger facility. We love meeting and speaking with our clients and we especially love to be able to offer them wonderful grounds and gardens to meander through. We are sorry you did not have an enjoyable experience - however if you wish to visit again we would be more than happy to offer you a room for a night.

Kind regards
Dianne and Stefan

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a ReviewReviews (37)
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24 - 30 of 37 reviews

Reviewed November 6, 2013

We loved the unit, the location, the gardens and the owners. We will go back for sure.
Peaceful, well maintained and accesible as well as well located.
Too bad we could not enjoy the patio because of the weather.

Room Tip: We had one of the corner studios but they all face the gardens, I think
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  • Stayed: October 2013, traveled as a couple
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Thank Eva F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed April 7, 2013

Ratanui Villas is a low-rise motel-style accommodation located about 5 minutes' drive from downtown New Plymouth and situated in a park-like setting surrounded by lush lawns. We found the location convenient for driving to the city as well as to nearby Mount Taranaki. We visited over a long weekend and experienced no issues with traffic or parking in the city. Indeed, Ratanui Villas was perfectly situated for everything that we hoped to do and see in the area. We would not hesitate to stay again if we are in the area and recommend it to other travelers to the region who are seeking quiet accommodations.

The newly refurbished one bedroom apartment-style accommodation is extremely comfortable. A sliding patio door enters into the large living room with love seat, flat-screen TV, radio, and end-table. The open-concept design merges into a European style kitchen with small fridge, cooking hobs, microwave, and dishwasher. The kitchen is equipped with basic cooking and eating utensils and there is a kitchen table to the side where up to three people can take their meals together. The owners provide basic washing-up supplies, including dishwasher detergent.

There is a separate bedroom with small area for hanging and placing clothes. We noticed that a space heater was provided but we didn't require its use this time of year. We judged the bed to be very comfortable and noted that it was made with clean and good quality linens. Large windows in the bedroom were fitted with black-out curtains and a smaller window over the bed was fitted with custom blinds. The room was comfortable, dark, and very quiet.

The modern bathroom is bright and clean. It has a large sink in a small vanity where there is space to place your personal items. The glass shower is spacious.

In short, we found Ratanui Villas to be an excellent value, close to the city. Especially if you are unfortunate enough to get rain, you'll be very glad for this comfortable and spacious apartment-style accommodation that separates your living and sleeping quarters.

  • Stayed: April 2013, traveled as a couple
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2  Thank IntentToTravel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 29, 2013

Just loved staying at Ratanui, its like another world. Beautiful studio with stunning new kitchen, everything was spotless and lovely. Highly recommended for a tranquil break. Lovely grounds with mountain views but very close to town.

  • Stayed: March 2013, traveled solo
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Thank Lyndsayvegan F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 4, 2013

We arrived at this property for the Festival of Lights. We were welcomed openly by the lady at reception. She was extremely friendly and was very helpful about where to go. She made our welcome very impressive.

We were shown to our Executive suite (1 Bedroom with a bed in the lounge). There seems to be an issue with hot water in the shower (which we hope they fix).

The grounds were really impressive. Very tidy and very clean. It is enough out of town but not in the boondocks. It took us less than 10 minutes to be downtown.

For someone looking for a clean bed in New Plymouth at fair and reasonable prices, don't look no further.

Room Tip: The executive suite we stayed in has been recently renovated.
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  • Stayed: January 2013, traveled with family
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Thank Tiaro
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 27, 2011

Despite the poor weather - no views of Ratanui - we enjoyed our 2 nights here. Far enough out of New Plymouth to be in the countryside but still close enough for a short drive into the centre. The studio room that we had was very comfortable and was large enough for the two of us.

The Villas are situated in attractive well laid out gardens with the added bonus of freshly laid eggs.

  • Stayed: October 2011, traveled as a couple
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1  Thank Peter C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 10, 2011

Stayed fro 3 days and enjoyed the idillic country environment. Well appointed villa's in a tranquil setting. While out of the city, no issue with getting to town or other attractions.
Taking the 3 day Tuesday package made it a good price for quality accomodation.
Could do with the basic Sky package however fro evenings as Freeview just does not cut it as an option but then again we did not visit to watch TV.
Would stay again

Room Tip: Get a villa in the new set rather than the original block
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  • Stayed: November 2011, traveled as a couple
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Thank offagain_11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Ratanui Villas

Address: 538 Carrington Road, New Plymouth 4371, New Zealand
Location: New Zealand > North Island > Taranaki Region > New Plymouth
Amenities:
Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Swimming Pool Wheelchair access
Hotel Style:
Ranked #9 of 16 Specialty Lodging in New Plymouth
Price Range: $74 - $101 (Based on Average Rates for a Standard Room)
Hotel Class:2.5 star — Ratanui Villas 2.5*
Number of rooms: 11
Official Description (provided by the hotel):
Ratanui Villas offers it clients serene and tranquil accommodation. We are set in 8.5 acres of 'park-like' grounds and only 6 minutes drive to the New Plymouth city centre. Ratanui offers a range of accommodation from 1 bedroom, 2 bedroom, studios and a 3 bdrm cottage. All, but 2 studios , were recently refurbished to a contemporary style. All have king beds, brand new kitchens and bathrooms. We are pet friendly and there is plenty of safe off street parking. A fabulous place to relax and unwind, with great views on Mt Taranaki. We really are New Plymouth's best kept secret! ... more   less 
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