This hotel made me embarrassed to be a kiwi. If you are looking for accommodation please don't stay at this hotel. Our room was dirty,there wasn't even any soap in bathroom. Container was empty. Reception was rude and not helpful. Disappointing end of a wonderful holiday in South Island.
Dear ChrinM,
We appreciate you taking the time to provide feedback about your recent stay with us.
Every guest experience is important to us. We take our guests’ feedback very seriously and your feedback is essential in our effort to improve our service standards. You comments will be handled by me personally.
We have staff available 24/7 and if you brought any concerns to our attention we would have loved to rectify this for you.
I would be most grateful if you could please contact me directly on shalend@vrgroup.co.nz with the details of your booking so we can look into your feedback further. We hope to hear from you soon.
All The Best,
Hotel General Manager
A picture paints a 1000 words.
Absolutely nothing like it looks on the website.
The fridge leaks, the lights don't work, the cushions smell of child vomit, the bathroom vanity is not even secured to the wall.
Seriously, I would rather sleep in my car than stay here.
Dear HospoDr
Thank you taking the time to write a review regarding your recent stay with us.
We are disappointed to hear that you did not enjoy your entire stay with us and apologise for not meeting with your expectations. All our rooms are fully serviced in line with our procedures, before being entered back into the system for check-in. Our Housekeeping Team are available from 8am to 8pm and would have been happy to assist with any concerns you may have had with the room, at the time of your stay. We have immediately reiterated the importance of ensuring that all our Room Attendants are extra vigilant when cleaning the rooms and again apologise for any lapse in our usual standard of cleanliness.
Equally, guest service is always of paramount importance to us. We always strive to provide the best hospitality service and go the extra mile for our guests. However, we are disappointed to hear of the service that you had experienced during your stay. Please rest assured we have addressed this with the team to ensure we improve on this and that all our teams provide a welcoming service to all guests. We sincerely apologise for the inconvenience this may have caused.
Assuring you of our best intentions at all times.
Kind regards,
Hotel Manager
Booked at last minute due to proximity to airport. Room 213 in the hotel. Heat pump would not heat, grubby, loose/broken toilet seat, telephone discovered to have no cord when we tried to raise with reception that the carpet between the bed and window was soaking wet, not just damp - wet! Unfortunately my.husband discovered this when he picked up and put on his now wet jeans, I guess spotting mould on the bedside cabinet should have been the giveaway....
Raised the above with reception who really were not interested, and subsequent emails requesting a refund have been ignored. Never again. Only plus was free shuttle to airport.
Dear theimaginaryrabbit,
Thank you for taking the time to share your feedback on your recent stay.
We are very sorry to learn your stay experience was less than standard. Feedback from our guests is extremely important to us, as it is a way for us to listen to our guests and use this information to improve our services. Further to this, your comments were shared with the management team.
We are currently in phase 1 of our three-year rooms renovation project to upgrade our guest rooms after COVID and we hope you will give us another chance to restore your confidence in choosing to stay at our hotel again.
Kind Regards,
Auckland Airport Kiwi Hotel
Hi we had the misfortune to stay the night at this hotel Friday 24 June 2022 That was a mistake never to be made again BE Warned this is possibly a self rated Hotel Our room was on the second floor of the Hotel block. Our room was first indication ok it will do how ever as the stay went on things deteriorated here is a list of what was wrong.
Broken toilet
Mould on furniture
No heating
Dirty
Broken phone
Floor/ carpet wet that in turn wet suitcases and cloths
Drapes wet and Mouldy.
And to top this off at 2 am the couple in the room next door in gauged in loud well leave that for people to fill in the blank.
By this point and not wanting to disturb room next door I tried to ring reception to find phone not working so started to get dressed to go to reception only to find that my cloths and suitcase to be wet. Night porter was very nice. We have asked for a refund not heard a word
I made a booking for 2 rooms on Sunday, same 10 days checking in today. I am in Melbourne Australia, due to the border closures I asked if I could amend the dates. I have had dreadful communications with this hotel. I managed to amend 1 room and after today I have to cancel it due to more lockdowns announced. I realised the 2nd room booking I made at the same time, was quite diff and had a no change/cancel rule. I have begged the hotel to offer a credit but they refuse, assuming they keep my money and can sell the room again. They say its not up to them, contact Booking.com There is no reason why they can't return the money they have for a room I can't use. They can waiver if they chose too or offer a credit. Booking.com say the hotel have the payment, so it is up to them. Agoda (partner??) is involved and they also say its up to the hotel. We are only travelling home due to a sick grandmother, so has been incredibly stressful. Hotel has no level of customer service or dignity in dealing with issues. I have asked for returned phone calls and emails. I wish I could give a better rating experience and I do this very hesitantly. I have left my phone number again today.
Dear Pioneer622021.
Kindly note your bookings were done and paid through third party( BOOKING.COM and Agoda).
As you know our reservation team had informed you several times to contact them directly to either cancel or amend those booking.
Kindly note as a HOTELIER we cannot amend or cancel any bookings which are not done through us directly. However in your case all your bookings were done through 3rd party.
Kind Regards
AUCKLAND AIRPORT KIWI HOTEL
