Last night we stayed in room J and I had to call up last night about there being no hot water at 9pm. This morning my partner had a 10min lukewarm shower at 6am. By the time I jumped in straight after him, there was no hot water again and I had to have a cold shower. We then had to leave to catch our Wellington ferry and due to this time constraint, we did not contact you till later today.
With the price we paid to stay, we would expect there to be hot water since this is an integral part to staying in a hotel.
- You dismissed what I sent above which I feel is unprofessional. Yes I did ring that night and report what was happening and you gave two both of which I replied with below.
Can you then explain how shifting to another room would have helped the situation ? If the hot water cylinders are prone to doing this ? As a hotel, hot water is a basic necessity and hygiene issue. Your offers were late at night with the expectation that we would have to move rooms to again experience the same issue or get a refund and find other accommodation ? It doesnt make a lot of sense (especially at 10pm). We also had to get up incredibly early to catch a ferry and didnt have time to call you and switch rooms. Also, how can you extend a refund at night then withdraw it ? Its poor customer service.
Your way of handling this is poor and disappointing especially with the amount paid to stay. Refund or no, you need to fix the issues for future guests as I am sure we arent the first or last to complain, which has been made clear since the other room clearly did also. Did you offer them a refund also ?
This is also a direct quote in an email you sent us it seems that both your room and another guest's room simultaneously used hot water, depleting the hot water cylinder level. Consequently, there was a delay in refilling and heating up the water. So again I ask, is this acceptable of a hotel in this price range.
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