This motel is modern, clean and set in a beautiful location. On arrival, Katerina (the co-owner) was very friendly and pleasant.
But being visited in our room at 9pm and being shouted at by her was not an experience we had been expecting.
We had made the mistake of believing what was written on the motel's website and advertising materials...
Our mistake: we had a confirmed booking with an online booking service from 10am that morning - we assumed that would mean we would have a room. We didn't realise that a confirmed booking at this motel wasn't really confirmed, at all.
Oops: by 4pm our booking hadn't been processed. I was repeatedly told I didn't have a booking, until I pointed out the print-out on the desk with my name on it. The last available family room was double-booked. The only reason we got it is because we got there first. We hope the other family was ok.
Our mistake: We booked a family room with a bath, as well as shower - as clearly stated (still there as of today) on the motel's website. This was really important for washing our toddler, who is scared of showers and was at risk of going mouldy, after a few days with just flannels!
Oops: there isn't a single bath in the entire complex.
Our mistake: We chose the motel partly for the bath and partly for the free internet access - as confirmed by their website and the online booking system.
Oops: No longer free, as of the day of our arrival. In fact, the most expensive I have found so far in New Zealand.
Our biggest mistake: emailing the booking company (once we had paid for the internet!), through whom we had made the reservation and asking them to update the bath / internet situation in their descriptions. They emailed the owners. This is what produced the previously friendly owner in our room, at 9pm, very angry with us for "getting the motel a black mark" that it "didn't deserve".
So accepting payment for rooms with facilities you don't provide is ok?
I've just checked today and their website still clearly lists the bath and the online booking system's description (as supplied by the motel) still mentions the internet as being free - over a week after we were yelled at for daring to mention it.
We received no apology and no offer of a discount, to make up for the errors in the facility descriptions.
Instead, we were asked to leave, because we had emailed the booking company.
We explained that we would rather stay, having already paid for our room, given that both our young children were already asleep and it wasn't going to be possible to find anywhere else at that late time of night, 30 minutes from the nearest town, with an early ferry to catch the next morning. We were really shaken by the experience.
We were shocked by the way this situation was handled.
From previous, glowing reviews, it would seem that people really like this motel when things go right. But there's absolutely no excuse for getting aggressive with customers who simply hope to enjoy the facilities that are advertised.
- Official Description (provided by the hotel):
- Linkwater motel offers rural country accommodation 21km from Picton. Free WIFI and off street parking as well as plenty of room to park boats and trailers is provided. Continental breakfast is available daily. The rooms range from self-contained studios and family units. All units have a kitchenette with a benchtop 2 hob stove for cooking. Linkwater Motel is 5km from the start of the Queen Charlotte Walk Track and the half way point for the Link Pathway Walk & Cycle Track. The Motel can book tickets for the interislander ferry as well as other local tours and nature activities, including scenic and mussel farm cruises, wine tours and nature walks. ... more less
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