I must disclose before I begin, I am not interested in the "Trip Coins".
On arrival, the receptionist was friendly and helpful. No problem here.
Once settled in our room (123) after travelling from Dunedin to Queenstown, we decided to have a glass of wine to relax. but to our astonishment, the wine glasses were smudgy with fingerprints aplenty so we had to wash them before we could use them. No big deal!
Unfortunately, our attention was then drawn to the microwave which had food stuck to the turntable and base and insides of the oven.
We ordered burgers from the downstairs next door (Franks Burgers) and decided to eat them in our room. (Only to find that the plates were not clean, when running my hand over the surface, I could clearly feel the remnants of food on them. Once again, we had to wash dishes before we could eat).
When going downstairs to pick up our pre-ordered burgers, I opened our apartment door and the handle and outside casing fell off, clattering to the floor.
I notified the receptionist who was very helpful and offered to transfer us to another room. (Room 114). Alas, when she took us to it and opened the door, the noise from what I think was the air-conditioning was almost deafening and she apologized immediately and said she would try to find another room for us.
Consequently, we went back to our original room and began eating our now cold burgers and fries.
Soon after, the "maintenance man" arrived, fixed the door handle and then began to discuss the state of the microwave oven, semi-washed dishes, dirty wine glasses etc.
He seemed full of excuses rather than accept the fact that the cleanliness of the room was not up to scratch. (It was like an episode from "Faulty Towers)!
He then wanted to go through every item in the cupboard. Literally doing a cleanliness "stock take" until I told him for at least the third time that I had no intention of doing his job for him. His explanation after agreeing that things were not up to standard was to say that he wanted more examples to show his staff what was wrong for training purposes.
I became quite upset and angry at this stage, and I think he realized he had gone too far and beat a hasty retreat.
His attitude was quite confrontational and he said: "Do you want another room or not".
My reply was: "I'm not after another room, particularly in view of the fact that his kind receptionist had already tried to accommodate us with this option, and the alternate room had problems as I outlined earlier".
All we wanted was a clean room with clean amenities. At over $300.00 per night, I would have expected no less!
We have stayed in Ramada accommodation in Rotorua and Taipa in the North Island, and both experiences were second to none.
We are also members of Wyndham South Pacific and have travelled extensively and experienced dozens of quality apartments and hotels but never come close to the bad experience we had in Ramada Frankton. I hesitate to mention the fact that the in-apartment clothes washer/dryer was malfunctioning, and three staff members could not make it work properly and took our clothes to another apartment to dry them for us. Bless them and thank them for their much-appreciated assistance.
Our very expensive tour of the South Island was tainted by the accommodation we experienced in the very place that having visited before (Queenstown) we expected so much more.
I would really appreciate a response to my feedback, as I took the time and trouble to write this review hoping that it might help prevent someone else from the same disappointing experience that we had.
I wish you well and hope my comments are not seen as vindictive or taken out of context.
P.S. I am open to speaking with someone from Ramada head office if required to do so.
Bets Regards,
Rex Stuart.
PH: 0273457636.
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