Quest Rotorua Central

I stayed 2 nights with my Girlfriend. The owner Karen was lovely person who helped us with nice tips for our travel in Rotorua. We did Rafting and Hiking in the city. After a tiring day chilling in the room for hours and watching Movies with high speed internet was really relaxing. The room was really big. The kitchen was kind of the low or maybe I am too big :) Though the bathroom and the bed was on point. Everyone is coming from a different culture and Karen has managed our German direct and demanding behavior quite well. Rookie start but a great end. Thanks Karen!

Person who checked us in was not friendly at all. We arrived exhausted after hiking Tongariro Crossing and driving two hours. We initially thought we would arrive past when the office closed at 7 pm and arranged for an after hours arrival, and they told us the instructions to get the key and that they’d collect the check in info the following morning. The person checking us in asked to see the credit card we booked with. I had it with me, but it was buried deep in my suitcase as I’m not using that card right now. I asked if I could use a different card and she said no, she needs to see the card I booked with because that card is the one we used to pay the deposit (this doesn’t make any sense). The sign by the front desk just says they need to see a credit card that matches the passport and booking name which makes sense, but she insisted she needed the other card. We literally unpacked the suitcase in the parking lot trying to find it (I had hidden my wallet for the hike and just kept my essential cards in my backpack). Finally dug it out and went back in and she was very cold and started whispering instructions to get to the parking place. I asked her to speak up and she did but it seemed super passive aggressive - why are you whispering when you were just speaking normally to me asking for the other credit card?? Finally got the key to the room and I was trying to use the bathroom in peace when I heard banging on the door. I yelled “just a minute” while trying to finish using the bathroom and then I hear continued banging so I yelled “just a minute” again. Literally went to the door 30 seconds after the banging started and no one was there. A custodian said that the woman from the front desk came to give me my credit card which apparently I had left there (I think she forgot to give it back to me but whatever). My husband was getting the luggage and when he walked in from the parking lot apparently she just handed the card to him silently and a parked at him so he said to me “I think she doesn’t like you or something. She was really rude”. AC didn’t work the first night and we couldn’t get any help because the front desk closes at 7 pm. We left our room around 11 am on the next day in town and took off our do not disturb sign when we left. We went to the front desk before we left to notify them that we were leaving and had the sign on the door until now, and requested that they make sure that housekeeping cleans the room while we were out. Also let them know the AC was broken. Front desk assured us the room would be clean and the AC fixed and that the rooms for arriving guests are cleaned first and for current guests they are serviced in the mid to late afternoon. We come back after a long day out to a dirty room, no clean towels, but the AC was working. It was already past the front desk closing time so we couldn’t talk to anyone. Went to the front desk the next day to let them know that the room was never cleaned and she implied that our room was “too dirty” to be cleaned, said she saw that when she went to check on the AC for us, and that maybe the person “couldn’t get in” because it was too messy. She then asked if we left clothes on the bed and we said no. The rude lady who checked us in the first day checked the log and said housekeeping had logged a note saying we had the do not disturb sign on. We literally told them we had it on which is why we made sure to ask the front desk for the room to be cleaned. Why would they make a note like that first thing in the morning when supposedly they aren’t even cleaning the rooms until mid to late afternoon?? The room itself was nice enough but the service sucked. We normally stay at 4-5 star hotels and this is definitely not 4 star. Maybe 2 but that’s pushing it with this level of poor service. Would not recommend.