I booked a twin room for one night and said I'd check in at 3pm, one hour after normal check-in time. We arrived at 3.10pm and were told the room wasn't ready and to come back in 45 minutes. We left the bags and wandered around town, returning at 4pm. We were told the room still wasn't ready, as the double bed hadn't been split into two singles. She said it would be about five minutes. Luckily we knew someone we could spend time with but after half an hour I returned to reception to be told that the housekeeper, who had the key to the room with the tool for splitting the bed had not returned. I said that we needed to get ready to go out to dinner. It was now 4.30pm - 2 and a half hours after normal check-in. She finally gave us the key, saying that the bed would be changed while we were out, and we went up. She promised that we would get a "significant discount" for our inconvenience.
On our return to the room that evening, we found the double bed had still not been split up, so we were forced to share a bed. There was no-one to complain to as reception closes at 5pm.
The room itself was average, but the pillows were the hardest I've ever encountered in a hotel. The heater and fan in the bathroom didn't work, and as a result there was mould above the shower, and it was cold in the bathroom (on a particularly cold Wellington day). The walls are thin and you can hear everything in the next room.
When I booked, it said we were entitled to access to the gym and spa but no information was given about this at all at check-in. Apparently they're in another building anyway.
The next morning at check-out there was a different woman at reception and she knew nothing about our problems or about being promised a discount and all she did was apologise, and, like the woman before, blame management for no training of cleaning staff. I would've thought that getting a room clean and ready before check-in would be the first thing any cleaner would have to know. Very poor, and it seems management don't give a damn about their staff (with high turnover) or the customer. (Incidentally I complained via email to management and heard nothing back.)
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- Also Known As:
- Quest On The Terrace Hotel Wellington