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Reviews of Emerald Hotel

4.5 out of 5
Emerald Hotel
13 Gladstone Road,Gisborne 4040, Gisborne

Reviews

8.2

Very Good

Rating 10 - Excellent. 243 out of 604 reviews" "
Rating 8 - Good. 225 out of 604 reviews" "
Rating 6 - Okay. 90 out of 604 reviews" "
Rating 4 - Poor. 33 out of 604 reviews" "
Rating 2 - Terrible. 13 out of 604 reviews" "

8.6/10

Cleanliness

8.2/10

Staff & service

7.0/10

Amenities

8.0/10

Property conditions & facilities

7.0/10

Eco-friendliness

Reviews

8/10 Good

Shona

Liked: Cleanliness, staff & service, property conditions & facilities
Friendly staff
Stayed 2 nights in May 2024

2/10 Terrible

Rachel

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
Don’t waste your money! Gross place to stay, the pool not usable, no restaurant, dusty surfaces and stained carpets, no light bulbs in bedside lights, leaking showers, unprofessional management. Website photos are not correct at all.
Stayed 2 nights in May 2024

10/10 Excellent

Jess

Traveled with family
Friendly staff, nice clean relaxing environment will definitely be booking a room again
Stayed 1 night in May 2024

8/10 Good

Craig

Liked: Cleanliness, staff & service, property conditions & facilities
Spacious room, was a bit of a maze findig the room but won’t stop me staying g again.
Stayed 1 night in May 2024

10/10 Excellent

Diz

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Did everything a good hotel should do (except feed which was notified before stay) so all good.
Stayed 1 night in Apr 2024

10/10 Excellent

Craig

Traveled with group, Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very pleasant and helpful receptionist. Very quiet and comfortable room.
Stayed 1 night in Apr 2024

10/10 Excellent

Gonzalo

Liked: Cleanliness, staff & service, property conditions & facilities
.
Stayed 2 nights in Apr 2024

2/10 Terrible

Katheleen

Disliked: Cleanliness, staff & service, property conditions & facilities
Muck around no car park space for customer, werent fully informed from reception i wont be recommending this hotel to family or friends. Absolutely appallingly. Never again will my family be going to stay at the Emerald hotel ever.
Stayed 1 night in Apr 2024

10/10 Excellent

Andrew

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities
I think a very nice property, but it’s not in the condition it was last time I stayed. General maintenance is not great and the central courtyard/pool could do with some attention. As could paint etc in the rooms, but very spacious rooms with lovely big balconies in an excellent location means we will be back. Also found Elaine at reception very friendly
Stayed 1 night in Apr 2024

10/10 Excellent

Salote

Stayed 2 nights in Apr 2024

8/10 Good

Taalo

Traveled with partner
Liked: Cleanliness, staff & service
Friendly Service. Located in a great spot. Short walk into the city centre. Comfortable and quiet space. Very relaxing. Best sleep in a while... Will book again if ever in Gisborne.... Thanks again
Stayed 1 night in Mar 2024

10/10 Excellent

Engela

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024

8/10 Good

Henry

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The front house people were very friendly and helpful. Great spot and off street parking a bonus.
Stayed 1 night in Mar 2024

10/10 Excellent

Damian

Nice rooms and staff
Stayed 5 nights in Mar 2024

10/10 Excellent

Choice

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff were very welcoming and helpful. Suggested a few good places to eat. Convenient and close to loads of stores. Easy parking. Rooms nice and clean.
Stayed 1 night in Mar 2024

8/10 Good

Maxwell

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Mar 2024

10/10 Excellent

Rhonda

Liked: Cleanliness, staff & service, property conditions & facilities
Awesome stay, friendly service and great view of the river, A
Stayed 2 nights in Mar 2024

8/10 Good

Regina

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location if you want to be close to town, events and restaurants. The Rivers Bar & Restaurant right next door is great. Nice view of the river and the apartment was spacious.
Stayed 1 night in Feb 2024

8/10 Good

Peter

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Feb 2024

8/10 Good

Verified traveler

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2024

8/10 Good

pete

Traveled with partner
Liked: Cleanliness, staff & service
windows did not shut completely, rubber seal need to be replaced, hence noise from air con units outside, other wise no complaints would stay there again. room No 8255.
Stayed 2 nights in Feb 2024

10/10 Excellent

Vicki L

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice clean comfortable bid room. A bigger fridge with a freezer would have been better. Would stay again
Stayed 1 night in Feb 2024

4/10 Poor

Nirmal Lloyd

Traveled with family and small children, Traveled with group, Traveled with family
Disliked: Cleanliness, amenities, property conditions & facilities
Property is not at all upto standard. My first bad experience I ever had. The listing in Expedia promised about swimming pool gym and clean and tidy rooms but because of my bad luck or my families bad luck pool was not working (when asked the receptionist replied filter was not working but can still jump and have a swim, receptionist also said her daughter swims in this pool) upon checking the pool I was shocked to see bird poo and bird feathers, the area around the pool was dirty and there was no way anyone was jumping in that pool. The gym was out of order. The rooms where ok but the balcony of each room was full of bird poo and feathers and outside furniture was dirty and covered with spider webs. The whole family was disappointed and devastated especially the kids. The only plus points was the close proximity to eateries and river walk way, My opinion is don't mislead the customers, please let the customers have access to the correct information.
Stayed 1 night in Feb 2024

8/10 Good

Christine

Stayed 1 night in Feb 2024

6/10 Okay

Chris

Business traveler
Room big, noisy (traffic) and bed OK. Check in was a bit of a shambles. While sleeping late afternoon/early evening someone turned up in the room. Turns out they had just checked in and had been given my room.
Stayed 1 night in Mar 2023

2/10 Terrible

Yvonne

Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were rude the hallways reception and rooms are very run down and dirty the pool is filthy and un kept would not recommend to anyone
Stayed 2 nights in Feb 2023

8/10 Good

Jolene

Business traveler, Traveled with partner
Liked: Cleanliness, staff & service
Great location. Unfortunately, quite run down.

4/10 Poor

Ngarangi

Traveled with family
Disliked: Cleanliness, amenities, property conditions & facilities
Close to town and pool although needing work was good for the hot days we had
Stayed 3 nights in Feb 2023

4/10 Poor

Stella

Traveled with family
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
We had no room key as the machine was broken. Had to use staff master to get into car park and room. Staff were fantastic and helpful. But had to follow us around to let in. We had a key and then the next morning after leaving, room was cleaned and then on our return did not work again! so had staff to let us in, not there fault but felt like prisoners in the hotel and inconvenience to them. Put a real dampner on our trip away and felt we should have received compensation!!!
Stayed 2 nights in Feb 2023

6/10 Okay

M J

Business traveler
Disliked: Cleanliness
Good meets bad
Suite booked was quite large so nice there,had a river view, Room was well presented but carpets dirty/stained. hotel.com says in description up to 2 under 12 stay free using existing bedding, but we were charged -almost $50 for an extra quest we didn’t have. Unless you want to eat out every night there are no cooking facilities, pool looked well used and could do with some updates, Hallways are large but boring, no character. Dark and gloomy on a night with the low level lighting. Stairwells well lit but again all ver plain and hospital like. Asked for a cot in booking but was not confirmed or queried so communication was poor.
Stayed 2 nights in Jan 2023

4/10 Poor

Benjamin

Business traveler
Disliked: Property conditions & facilities
Not as advertised - no options for meals as the cafe had been closed. No plates / bowls in room to allow self catering. The lifts were broken, the hotel needs a renovation and good clean.

4/10 Poor

Stephanie

Traveled with family
Disliked: Cleanliness, amenities, property conditions & facilities
In it's time this would have been a beautiful hotel. Sadly, it is not so any more. The receptionist at check in was lovely but the place was clearly understaffed as there was only her on and there were several people waiting to check in. Our room although had a nice view, had no toilet paper. We also went to get milk later on and reception was empty. We went to go and have a swim in the so called heated pool, it was freezing. The adjacent spa not much warmer. The elevator was also out of action making it really difficult as a guest having to walk down several flights of steps and checking out was hard as we had to walk our bags down stairs to the car park. When we checked out reception was empty and we had to write our names on a piece of paper. Again, I would expect more. Shame that the place has been neglected as its heritage is beautiful.
Stayed 2 nights in Jan 2023

6/10 Okay

Michaela

Traveled with group
Liked: Cleanliness, amenities
The facilities were clean and the pool was lots of fun. Great parking facilities. It was extremely frustrating as in booking this stay, I entered three adults and selected the first option made available to me. Now, this is my fault as I should have read more carefully but, and I think this is the fault of expedia, that it would give me an option to rent a room with one bed for three adults. Like why allow that to come up in the search results - a clear flaw that expedia needs to address. I was also annoyed that we were asked to pay a bond upon arrival which was not clearly (or at all - I couldn't see it) aforementioned on Expedia's website. We also did not receive a 'pool view' room which is what we booked. Finally, our sink plug was blocked upon arrival to the room and staff did not help us. I understand they were busy but it was very frustrating as it was the only tap in the room meaning it was difficult to wash hands and get drinking water. Overall, not great.

4/10 Poor

bruce

Stayed 2 nights in Dec 2022

8/10 Good

shableet

Traveled with family and small children
Liked: Cleanliness, staff & service
Disliked: Amenities
Room was accommodating for my family

6/10 Okay

Tess

Stayed 1 night in Dec 2022

2/10 Terrible

Warren

Traveled with family
Disliked: Cleanliness, amenities, property conditions & facilities
Kept waiting for Basil Fawlty to appear at reception. The stay was awful

6/10 Okay

Jasmine

Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities

6/10 Okay

Peter John

Traveled with family
Disliked: Property conditions & facilities
Staff were helpful, property is tired, some anti-social behaviour of some people loitering on the street outside made it feel a little unsafe

6/10 Okay

Marion

Traveled with partner
Liked: Cleanliness, amenities, property conditions & facilities
I thought the office administrator could hv bn more friendly on arrival. Eg. Kiora welcome to the em hotel. I hope u enjoy yr stay. Here is yr card to get into yr rm & yr rm number is 8204. Theres milk in the fridge.....parking is...so i didnt hv to ask.
Stayed 1 night in Nov 2022
Response from management on Nov 29, 2022
Thank you so much , we shall endeavor to improve ourselves ,thanks again

10/10 Excellent

BJ

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Enjoyed my stay. Centrally located. I highly recommend this Hotel.
Stayed 1 night in Oct 2022

6/10 Okay

J

Business traveler, Traveled with family
Liked: Staff & service
Friendly staff
Easy-going friendly staff, good parking. The only thing that was a worry was the dim lighting in the corridors and hallways ... felt dark and gloomy
Stayed 1 night in Oct 2022

6/10 Okay

Megan

Traveled with family
Disliked: Property conditions & facilities
It is in a good area, you can walk everywhere. But the hotel itself is tired, needs a good clean, a shame as the rooms by the river are fantastic.
Stayed 2 nights in Jun 2022

2/10 Terrible

Phyllis

Stayed 5 nights in Apr 2022

10/10 Excellent

Owen Gregory

Liked: Cleanliness, property conditions & facilities, room comfort
Birthday
Cleanliness was excellent, never had interaction with staff, because it was put on for us,and i think alot renovation was been done. I think covid has alot to do with it also.
Stayed 1 night in Mar 2022

2/10 Terrible

SHANE

Stayed 3 nights in Feb 2022

8/10 Good

Deb

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The pool looked a bit shabby. The fire alarm went off, we left and phoned leaving a message asking the hotel to call when we were able to return to our rooms but they never called us. Wasn’t impressed with their handling of the fire alarm whatsoever
Stayed 3 nights in Feb 2022

8/10 Good

Sue

Traveled with partner
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Clean and tidy with good size rooms. Let down but let down by monotoned, emotionless receiptionist. Restuarnt not open
Stayed 2 nights in Feb 2022

8/10 Good

Haumatapine

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved the big room we had and the view of the river
Stayed 2 nights in Jan 2022

8/10 Good

Christopher

Traveled with partner
Liked: Cleanliness, staff & service
undergoing renovations at present
Stayed 1 night in Feb 2022