Village Motel

Loved the location, parking facilities and the tidy, clean facilities. The room had excellent curtains that kept morning light out (most important when on holiday. Only item that most likely will be done in future upgrades is new carpet and possibly double glazing.

Nothing

We recently stayed at this property and unfortunately had a very disappointing experience from the moment we arrived. The main reason we booked this hotel was specifically because the room listing clearly advertised a hot tub (screenshot attached). We paid a very high amount for what was otherwise a fairly average standard room, purely because we wanted the hot tub experience during our stay as we were there to run the hawkes bay marathon. However, upon arrival, we were given a completely different room with no hot tub. We immediately raised this with the staff at reception and showed them our booking confirmation, which clearly mentioned the hot tub in the room details. Instead of trying to resolve the issue professionally, we were repeatedly told that this was “not the room we booked” and that it was somehow a Booking.com error. As someone who works as a hotel manager myself, I understand very clearly how Booking.com systems work. Properties themselves authorise and manage what is displayed online, including room descriptions and amenities. It was frustrating to be spoken to as though we did not understand the booking process when the confirmation was very clear. What made the situation worse was the attitude we received from the staff member handling the issue. Rather than apologising or attempting to find a reasonable solution, we were told that we “should have called and checked first.” We were even told, “Why would you pay this much amount?” and that we should have realised the room was overpriced for a standard room. Hearing this from hotel staff was honestly shocking and extremely unprofessional. Guests should never be made to feel blamed or criticised for trusting the information displayed during booking. We did not want to continue arguing and simply hoped for some level of understanding or customer service.

It was very clean, comfy and had great facilities. Staff were very friendly! !

Clean and well maintained room, friendly and hospitable. Great central location in Havelock North

No issues.