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“Great potential, but falls short”

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Grand Mercure Puka Park Resort
Ranked #1 of 2 Hotels in Pauanui
Certificate of Excellence
Reviewed December 13, 2010

Lovely chalets surrounded by beautiful forest, lush ferns, extoic birds! But service is lacking and the rooms are not set up to accommodate a stay of more than a day or 2. Although the room and deck is large enough, none of the furniture has drawers or shelves, and we were allocated only 6 hangers in the closet. When we asked for more hangers, they said they do not allow that. Furthermore, watch your bill because we were charged for restaurant meals that we did not attend! We stayed 11 days as a Time Share Exchange, and we had no place to put clothes or toiletries. No cooking facilities at all either. No laundry--not even a coin-op. Very steep hill leads down to beach, and although the walk back up is exhausting, the resort would not provide a ride, not even for payment. There are no taxi services or car rentals in Pauanui Beach. Except for the terrible hill to the resort, it would be a fine village to walk around. New Zealand is an English speaking country, but Puka Park's reception people do not necessarily speak or understand English very well. This resport is a beautiful place, but management has forgotten hospitality.

  • Stayed: December 2010, traveled as a couple
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Thank joycandoit
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMPuka, General Manager at Grand Mercure Puka Park Resort, responded to this reviewResponded December 21, 2010

Thank you for your response.
I thought it would be beneficial to fellow reviewers’ to see some comments in regard to your review.
We do have 5 differing room types with a number of these set to accommodate extended booking periods. This information is all available on our website if wanting to investigate prior to making a reservation.
These rooms boast full cooking facilities including bench top hobs, oven, microwave and dishwasher. They have a separate lounge and dining area, as well as washing machine and drier, 2 bathrooms, 2 TVs and DVD players, air conditioning and a gas fire. Very spacious with plenty of storage
There is also a complimentary guest laundry situated in the gymnasium.
It is disappointing to read that the receptionist on duty at the time was not competent with English, he has since left and all staff are certainly either NZ'ers or fluent in English.
We do also offer a complimentary shuttle service on request, so I can only assume that maybe this was not offered by the same ex-employee?
Thanks again for giving us your comments, and I am sincerely apologetic that not all of these services were clearly explained on arrival or during your stay.

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660 - 666 of 766 reviews

A TripAdvisor Member
Whitianga
1
Reviewed December 7, 2010

We had a tremendous weekend away as it was my husbands 60th and he had no idea where he was going. Everything was just perfect, went to Wentworth falls which was a great walk the next day, then had a swim gorgeous meal, next morning went for a bike ride. Highly recommended A+++++

  • Stayed: November 2010, traveled as a couple
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Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMPuka, General Manager at Grand Mercure Puka Park Resort, responded to this reviewResponded December 21, 2010

Thank you for your comments.
It is always great to receive positive feedback and I will ensure this is past on to the entire team.
We strive to offer an optimum experience to all our guests.
We look forward to the possibility of welcoming you again in the future.

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Reviewed November 27, 2010

This has to be the most disappointing resort we have stayed in. Our anticipated peaceful weekend break was not to be as there was a loud wedding (complete with band playing until late at night) which drove us from our balcony in to our room . However as the walls are very thin we could hear the couple in the adjacent room talking and the loud music from the wedding. Our shower was damaged and finally we came back from a day out to find our room had not been serviced:very poor value for money as we were paying $500/ night. We would not recommend this hotel .

  • Stayed: November 2010
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Thank Hamishjules
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMPuka, General Manager at Grand Mercure Puka Park Resort, responded to this reviewResponded December 5, 2010

Thank you for taking the time to write your comments. I am sorry that parts of your experience did not meet your expectations and for this I sincerely apologise. It is however important for me to make comment that we are dynamically priced, meaning the price for a chalet does vary depending on demand for the period.

It is not acceptable that my housekeeping staff followed incorrect procedure leading to your room not being serviced and I have addressed this with the team so thanks again for bringing this to my attention.

I agree we do have some logistical challenges on the occasions we host Weddings, but we are a Destination Resort and our Weddings are not recurrent and happen only on occasion.
Again this does not detract from the noise you experienced during your stay, and this is unfortunate as we pride ourselves on our well appointed rooms, comfortable beds and on the majority of guests who leave rejuvenated from a great night sleep and awakening to the sounds of birds.

Thanks again for your comments as they help in ensuring we offer the optimal experience for all of our guests.

Kind Regards

General Manager

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A TripAdvisor Member
Auckland
1
Reviewed November 15, 2010

Nice hotel, some of the staff were fantastic. 1 not so much
Bar lacked atmosphere and was clinical!

Had big issues at the time of departure with invoicing! Really put me off. Seemed that the communication between F&B and Recepetion was lacking.

For the reason of unattentive senior staff member and Invoicing I will not recomend this Hotel, sorry. Will not go back either.

Must however compliment one employee 'Hayley' for her outstanding service.

  • Stayed: November 2010, traveled as a couple
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Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 11, 2010

Spent a couple of nights here with my partner recently to celebrate our 3 year anniversary. The chalet was nice enough although I dont think it was quite up to the standard I would expect for that price. There was no one staying in the adjoining chalet which was good because there is no privacy from your neighbour on the balcony apart from a bare trellis dividing the two decks. There were a few windows without blinds which meant we got woken up quite early by the light but the bed was very comfortable. The grounds seemed quite unkempt but I guess keeping all of the paths swept with that many trees and plant life would be a never ending job. The restaurant was nice enough but not much atmosphere and the food didnt quite deliver considering the prices.
We didnt use the pool since it was full of children but we did book massages in advance at the day spa for massages. Was nice apart from being situated right next to the pool - the sound of screaming children was not very relaxing and for the prices they charge you expect the room to be quiet at the very least.
Wouldnt tell someone not to visit but wouldnt really recommend it either. I think for that price you could find much nicer places to stay on the coromandel.

  • Stayed: October 2010, traveled as a couple
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Thank jillkj08
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 19, 2010

We have just returned from Puka Park Resort and would recommend it to anyone. Having stayed in many luxury resorts this one is up there with the best. It has beautiful rooms, we had a chalet which consisted of a bedroom and a lounge room with a kitchen, two bathrooms and a beautiful balcony overlooking the lush green landscape. The only thing missing from the bathroom was a bath. The beds were comfortable with crisp white linen and fluffy doonas. I had one of the best sleeps in a long time due to the pitter pat of rain on the chalet roof. Everything was very clean and luxuriously comfortable.
The staff couldn't do enough to help. From check in to check out we had an excellent experience. The location is within driving range of many great tourist spots. The restaurant was cozy with an open fire going every night. I would recommend this stay particularly to couples wanting a luxurious place to stay in NZ.

  • Stayed: September 2010, traveled as a couple
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Thank zoe049
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 5, 2010

My husband and I stayed here last Saturday night in a Tree Hut chalet and had a wonderful stay. Our chalet was clean, had modern furnishings and we had our own private deck looking out into the natural bush. The pool and spa facitlites were fantastic. This is a great resort for rest and relaxation.

  • Stayed: September 2010, traveled as a couple
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Thank KATDAV23
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Grand Mercure Puka Park Resort

Address: Mount Ave | Pauanui Beach, Pauanui 3546, New Zealand
Phone Number:
Location: New Zealand > North Island > Waikato Region > Coromandel Peninsula > Pauanui
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 2 Hotels in Pauanui
Price Range: $150 - $287 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Grand Mercure Puka Park Resort 4.5*
Number of rooms: 48
Official Description (provided by the hotel):
Grand Mercure Puka Park Resort is located at Pauanui Beach on the Coromandel Peninsula, 2 hours drive south east of Auckland. This luxurious, secluded hideaway features 48 chalets set in 10 hectares of native bushland, an award winning restaurant, guest lounge and sun decks with views overlooking Pauanui and the Pacific Ocean. Facilities include a tennis court, swimming pool and the nearby beach has 3km of golden sand and renowned for surfing. There are many bush tracks to explore and array of activities in the Coromandel region. A ferry service operates to nearby Tairua, home to cafes and art galleries. ... more   less 
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Also Known As:
Grand Mercure Puka Park Hotel Pauanui
Grand Mercure Puka Park Resort Pauanui, New Zealand

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