马塔卡纳购物村

During our stay, we left two unopened bulk bags of gift snacks (worth around NZ$60) on the bed when we checked out on Saturday. The next day, we returned to ask about them and were told that housekeeping had simply thrown them away as food waste, without first calling or emailing us. In every other hotel we've stayed at across New Zealand, staff have always contacted us when items were left behind. This was the first time something was just discarded without notice. Since then, we have contacted the front desk every single day. On both Monday and Tuesday, the on-shift manager assured us she would look into it and follow up by email with a resolution. It is now Friday, and despite multiple calls and a formal follow-up email, we have heard absolutely nothing — not even an acknowledgement that the issue is being looked into. So mind your belongings during the stay if you have to, no one is going to help you if any issues happen!!!

NA

On the arriving day , when we wondering outside the door of the hotel, one young lady walked out to greeting us warmly, and accompany us to walk in, check in and went to the room. Then she guided us how to use the facility clearly. We think she is working at the front desk but not sure. She is proactive and friendly. The first impression to the hotel is Great!