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.
- 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
- Reservation Options:
- TripAdvisor is proud to partner with Expedia, Travelocity, Orbitz, Hotels.com and Booking.com so you can book your Ratanui Villas reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.