We couldn't make it to the hotel because of the road closures from the earth quake but didn't find out about this until we were 30 km away from the hotel after travelling 8 hrs. The hotel didn't bother to inform us that the roads might be closed. We were told we had to go around another way to get to the hotel which would be another 9 hours. We rang the hotel and spoke to Michael. He is the rudest person I have ever spoken to. Instead of being sympathetic about our problem he told us to find a solution ourselves as it wasn't his problem and that we should have checked their Facebook page to see the info about the road closures. We asked for a refund and he flat out refused. We asked if he could offer any suggestions since we were new in the country and had no idea what to do and he pretty much said it wasn't his problem. Never have I encountered such a rude person in the hospitality industry. I don't recommend this hotel to anyone. Don't support this organisation. Expedia were amazing. They understood our problem and gave us a full refund on this hotel even though the hotel refused them.
Comment from Hotel Management
Jan 26, 2017 by Mike, Hotel Management
I am sorry that you found me rude. You would have passed a couple of sign along State Highway 1 leaving Blenheim telling you that the road to Kaikoura was closed. We have information on our web site and facebook page telling people about the situation with the roads. You had made your booking at the end of December and the road was closed at that time and the information clearly states on travel sites that the road will be months before it is open again.