15/01/2017 Kasper454, Auckland, New Zealand
As a former motel manager, we had great expectations of enjoying a lovely break in Auckland. Needs were simple - apartment, air conditioning, spa bath and swimming pool and this property offered it al... more
As a former motel manager, we had great expectations of enjoying a lovely break in Auckland. Needs were simple - apartment, air conditioning, spa bath and swimming pool and this property offered it all. First impressions was that of a very clean, airy, apartment - exactly what we wanted.
On closer examination, curtains hung down because of broken sliders, no bulb in table lamp, spa not working, refrigerator was set at 8 and froze most things overnight, milk required a straw to access - try pouring that into a cup, only 7 sky channels, hot water could burn you, water leaked onto bathroom floor from shower and basin and as we were to discover room servicing happened late afternoon.
The staff lacked any customer/guest service skills. It took 4 days of complaint before they agreed to move us to another unit and what a let down - the spa while working was very tired as with all jets on the water surface was not disturbed. Despite management checking the problem nobody talked to us until we chased an answer.
I have never been in or worked at a motel that didn't prioritise room servicing each morning - simple job that can be quickly completed - apart from the last day rooms were serviced up to 4.30pm.
Their Sky channels are a joke - 30 channels would be considered a minimum.
It is very obvious that management doesn't expect return business. Best Western should be concerned as it gives their brand a bad name. We did get a discounted rate but we wouldn't return for any price less
GSRM, Operations Manager at BEST WESTERN Newmarket Inn & Suites, responded to this review
Thank you for sharing your comments on your recent stay with us.
On behalf of our entire team, I would like to apologise for not exceeding your expectations and providing comfortable accommodation. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.