Myself, my partner, and a friend booked to stay at Copthorne through a 3rd party booking site. We booked for one night after walking the Milford Track - our reward to ourselves after an arduous and exhausting 3 day trek.
On arrival at Copthorne we were simply told we had been "complimentary upgraded" to their "5-star hotel just 2 minutes walk down the road". Those words are usually music to any traveller's ears. But on arrival at the new hotel we discovered that we had been in actual fact DOWNGRADED, and were offered a room with 2 single beds and a FOLD-OUT! Not what we expected for NZ$100 pp!
We were of course very confused, and could only think there must have been a misunderstanding. But no, we were told by the new hotel that Copthorne had overbooked, and had called to arrange an alternate room for us. The new hotel had emphasized to Copthorne that they were also stretched, and could only offer a downgraded room, and that we were to be informed of this. Neither had we been informed, nor would we have chosen this if it had been offered to us.
After much back and forth (ie a whole afternoon spent in disbelief and frustration rather than our well deserved relaxation) we were offered a room with a queen and a foldout bed - the best that could be done under the circumstances by the new hotel. Only after explaining that this was substandard for the price we were paying, were we offered a complimentary main meal and drink for our troubles.
The worst part of this whole experience was that we were never contracted with an apology from Copthorne. It was clearly their mistake from the beginning - a mistake that the new hotel had to try to rectify. We had been lied to, cheated, and robbed of an entire afternoon of relaxation. If we had not advocated for ourselves we would have been utterly swindled. This experience was an absolute disgrace on Copthorne's part. All I can say is bookers beware, make sure they don't try this with you!
- Official Description (provided by the hotel):
- 4 Star Qualmark rated hotel, 66 large superior hotel rooms and 19 x two bedroom apartment style rooms, with impressive views of Lake Wakatipu and the "Remarkables" mountain ranges from your private balcony or courtyard (no back facing rooms). Complimentary parking and only a short walk into the centre of town. ... more less
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- Also Known As:
- Copthorne Hotel And Apartments Queenstown Lakeview