Myself and a friend stayed in the Bunji Backpackers Hostel, Queenstown, for 4 nights. As veterans in customer service and the travel and tourism industry we were appalled by the level of customer service provided by one of the reception staff. we were more than polite, as we are to everyone, however it didn't seem to make a difference when she had an issue with people staying in the hostel. On our first morning there I was up very early (jet lag), so helped her clean quite a few of the dirty dishes left in the kitchen. The following morning she burst into our room and accused us of not washing up after dinner last night - when in actual fact we left a fair amount in a pan to enjoy at breakfast, which of course she threw away.
Our biggest shock came after we had been on the house hunt all day and found an ideal place to move into permanently. That evening we approached her to ask about checking out early to, which she said no problem, and that we could have a full refund. This made us very happy as we needed money to live until we found jobs. That night around 30 people had a small pre-drinking party in the downstairs dorm. Granted it was rather loud, however we had ALL left for town by 11PM, we left sooner.
The next morning when we came to check out we were greeted by what i can only describe as the most pointless, fake, ridiculous excuse not to give us a refund for our last few days. We were told, by the same reception girl, that we had been a "nightmare" to have in the hostel and that we were being official kicked out - despite already been checked out of our room. She blamed the noise complaints on us and said we have become a bad influence on the rest of the Hostel. I would like to make it know that my friend and I had been jet lagged for at leave 3 of the four days we were in the hostel, and the only night we wernt in bed by 11:30/12:00 was our last night.
We were confused and very annoyed and managed to get HALF our money back. We were also told that others would be kicked out of the Hostel as she knows others were involved. NO SUCH THING OCCURRED. I have a very close family friend staying in that hostel who kept us up to date with what happened after we left. We were the only ones "kicked out"
My friend and I run high-end ski chalets in the european winter and know exactly the kind of attitude you must have towards paying guests. We were bewildered by how awful her attitude was to us and the rest of the Hostel. I'm sure you will be receiving many more complaints from the long-termers that have recently been asked to leave the hostel for no apparent reason but to make room for holiday makers. Is their money not as good or something?
It seemed to arise that the reason we were asked to leave is that it was still early-season, so beds were harder to fill. And now the season is picking up the hostel has 'no need' for long-termers as holiday makers will be passin through the hostel.
I have never written a complaint letter in my life, mainly as i know the consequences of them from working in customer service. However in this case i simply could not hold back.
Thank you Bunji Backpackers for ruining our first ever week in New Zealand. You should be ashamed of yourselves. Our advice - find better staff.
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