Copthorne Hotel and Apartments Queenstown Lakeview

The lake scenery from the room was beautiful, and for the first few days the staff were friendly, patient, and helpful. But on our last day, when we went to collect our stored luggage, one staff member kicked a suitcase out of the storage room and threw a bag onto the floor. It held a camera worth more than NZD 10,000, so I was alarmed, although nothing was damaged. He saw that I’d noticed, but said nothing and gave me the luggage without an apology or explanation.

The hotel is in a great location, and the staff were really friendly and helpful. The lake view is lovely, but those big windows can make privacy a problem, especially on lower floors. If the view matters to you, I’d try for a room on level 2 or above. There’s a spa, though it needs to be booked ahead. Breakfast needs work. I found it hard to get a clean table because many hadn’t been cleared in time. I liked the hotel!

The room was clean and decent, and housekeeping put our daughter’s plushies on her bed each time they made it. She noticed and liked that. It’s a pleasant, convenient walk into town. The room service and breakfast kitchen staff need a lot more training, though the friendly service helped make up for it. Kayce from Dunedin deserves a special mention. Even in her first week, she made our stay very accommodating, and her local hospitality made our first visit to New Zealand feel personal and memorable.

Ashlee and Roshan were excellent, genuinely helpful and professional. They’re the only reason I’d give this hotel any credit. The room was average at best, and the balcony was unusable, with a dirty floor and an overgrown pot full of wild plants and red spiders. Breakfast wasn’t worth the money: bland scrambled eggs, dry, flavourless pancakes, and cheap shoulder rashers. The yoghurt was the only decent item. The 10am checkout is unacceptable when many hotels offer noon, despite check-in going smoothly at 2pm. I booked eight months ahead but still got a poor room with a bad view. My request to change or upgrade was bluntly refused, and constant furniture noise from upstairs kept us awake. The hotel badly needs renovation. Good staff can’t make up for poor maintenance, bad food, noise, and no flexibility. I’d give it two stars solely because of the staff. Very disappointing.