Te Nikau Retreat - Hostel

We couldn't sleep because bugs were biting us all night, so we left before reception opened and sent the stay a message as soon as we were out. We checked in after reception had closed, so we couldn't raise the problems then. We documented everything, but after 5 days there was still no reply. hotels.com also had to call after their emails went unanswered. They were told twice that the manager would call me “in a minute,” but I had no missed calls. The manager refused me a refund through hotels.com without giving any explanation, and didn't even acknowledge my email. An earlier email before we arrived had been answered within the hour. The room was a filthy garden shed with a wooden door that had no proper seal or outside privacy, and only a padlock to keep it shut. There was a big gap underneath for bugs, cockroaches, and mosquitoes to get in. Squashed dead bugs covered the floor and walls and were caught in spiderwebs by the windows. The ceiling lampshade was covered in mould spores, and the curtains looked as if they'd been used to clean up spills. It smelled damp, despite the fresh forest air outside. The communal bathroom was disgusting too. There was pubic hair all over the back of a toilet cistern, black mould in the shower, hair on the shower and bathroom floor, and dirt in the sink. Other guests' pubic hair was also all over the toilet. It's laughable that they show so little respect for guests and refuse refunds even when sent plenty of photos showing the state of the room and shared areas. I expect they'll try to post a clever reply, but if they can't respond professionally to a private complaint or face guest dissatisfaction, they're not fit to run a business.