This review is not about the property - it is about the customer experience.
Our reservation for my son and I was at short notice, booked by a friend. In error he booked just for one night - instead of three.
The next morning while attending a breakfast meeting and subsequent meetings, i returned to the motel at 11:20 to be told I was late for check-out - and that 'the room has been sold'.
My teenage son who was in the room and I quickly packed and left - following my explanation that I had mistakenly thought we were booked for three nights.
No effort was made to assist us with alternative accomodation. I paid the bill and left.
Unbeknown to me I had left a pair of expensive orthopedic shoes behind in the room.
Three days later I realised they were missing and retraced my steps back to the motel.
The same receptionist was on duty and on recognising me, said yes there we shoes found in my room that day, and recovered them from the lost and found cupboard. No attempt to contact me by the management that they had found them in the room was made. I had told the receptionist of our plans to stay three more nights in Napier. Thats just either laziness or a management culture issue. Very disappointing either way.
So, heres my observation. I was a visitor from out of town. On check-in, there was no introduction 'welcome to the property' explaining the facilities or services available, the local food and beverage outlets, visitor attractions, walking pathways or just a few key suggestions on what to do. It seemed it was all about filling in the reservation slip and swiping my credit card.
Napier needs visitors to sustain the economy, provide employment and establish a reputation for great attractions and experiences - across all parts of the tourism sector. Everyone needs to be part of the hospitality culture. Especially front line staff.
Would I return to this property - or even more interestingly - would I recommend it to others - or to visit Napier?
Having just returned from 10 days in the South Island and stayed in Queenstown and Tekapo - the comparison was almost exact opposites. One, accomodating, helpful and genuinely welcoming. The other, distant, removed, uncaring and unhelpful.
Customers vote with their feet - and credit cards.
Be careful Napier - the domestic visitor market is yours to be part of. Its time for all your team to step up...!