There is a review below - 'Wow what a dump' that was actually written by my partner - 'he' - who management have taken the time to point out was very reasonable and polite - it is a great example of how much the owners pay attention. I am the 'she' referred to. I would like point out that the reason why HE felt he needed to write something was not to be vindictive but purely because the attitude we received when I called to say we had no hot water. So let me explain.
This is not a cheap motel, however we chose it mainly because it had a spa bath in the room. As we were doing hiking on the glacier we thought this would be nice. On night one there was no hot water at all. It was after 9pm and therefore I had to phone the owners and was told by Jill (I bothered to ask her name to make sure I knew who I was talking to rather than 'she') - 'there is nothing I can do about it, the people upstairs must have had a long shower - if you wait for an hour it might heat up'. Now I have worked in the service industry and I would have thought maybe a polite answer would have been nicer. "I'm sorry for your inconvinience" "let me see if there is another room" or something. I would also like to point out here that we were not offered complimentary use of the communal spa pool when I called or a refund. As far as "Jill" the owner was concerned that was the end of the matter when she put the phone down. It was only the NEXT day when we had to complain AGAIN that we had no hot water that my partner went to reception as it was earlier in the evening and came back with a complimentary pass and we were then given the extra difference between a spa room and a normal room - $10 per night which the owners obviously consider a partial refund. There was no apology for the fact we could not have a bath or shower at all for 2 evenings. We did use the spa and I'll add here a warning of the chemical levels in the spa pool - I am no expert but the smell of chemicals was overpowering, we could only manage about 5 mins in there before our eyes were stinging too much.
The thing is, as the owners have replied, these things happen. I have never written a bad review and would have let it blow over had I not been labelled as vindictive which is just rude. The reply has compelled me write something. I accept that there may be problems but I cannot accept the attitude I received on the phone which has been reitterated in the reply my partner received. It just shows what you can expect if there is a problem. So my advice - to the owners - if you are going to run a place that has problems, which you admit there are and you want people to accept those problems then change your attitude to your customers when they bring these to your attention.
- Official Description (provided by the hotel):
- Newest accommodation complex in Fox Glacier. Superior accommodation in the heart of the Village. Stroll to restaurants and cafes. ... more less
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