Quality Inn Napier

I thought it would be an okay place to stay after finding the room comfortable, the bed comfy, and the shower hot with good pressure. It was warm at night, quiet enough once I shut all the windows, and the lady who checked us in was really friendly. The Quality Inn looked pretty dated when I arrived, though. Then, in the middle of the night on my second night, the smoke alarm started beeping to say the battery was low. I could reach it and take it down to remove the battery. In the morning I found ants all over the kitchenette counter. They’d gotten into my muesli box, so I had to throw it out after only one bowl. Thankfully, the only other food outside the fridge was a banana, so I didn’t lose anything else. It’s concerning and disappointing that the Quality Inn doesn’t seem to follow the recommended practice of changing smoke alarm batteries at the same time every year, for example at New Year or daylight savings, so they don’t get low and disturb guests. The ants were concerning too. I’ve travelled for decades and never had either of these problems anywhere else.

You get what you pay for, and the price isn’t high. The room was clean, and most things worked, though some were worn. The areas outside the room looked more worn. I’d consider staying again.

The problem started when we arrived in the evening. We’d called during the day to book a room for three adults, and the booking had been confirmed for three. A woman who introduced herself as the senior receptionist said it was only valid for two. We politely asked her to check with the staff member who had taken the booking, but she refused, saying she couldn’t interrupt her colleague. Then she told us to go back to Auckland, where we’d come from. When we said we were disappointed, she immediately argued with us. Her manner was rude and unprofessional, with no basic customer service. She then called the police and claimed we’d threatened her, which was absolutely untrue. We hadn’t threatened anyone; we’d only asked her to clarify the booking with her colleague. It felt like she was deliberately trying to deny us accommodation, and her behavior came across as discriminatory. Thankfully, the police were understanding and helped us find a nearby hotel. We stayed comfortably there, and it cost less. This was the worst customer service experience. I strongly urge management to take serious action about this senior receptionist. Her dishonesty and poor treatment of customers are damaging the hotel’s reputation. If you value respectful and honest service, avoid this hotel.

The hotel itself was good, but I had a bad experience with the receptionist. At 8am I was in the breakfast lounge working on my book and waiting for breakfast when she came in and told me I shouldn’t be there. I asked why there wasn’t a time posted on the door so people would know. She said it wasn’t her department, so I told her to go back to her own. She was rude. I complained to the manager, who said he knew who I meant. If he’d heard similar complaints, why is she still there?