Ramada Suites by Wyndham Queenstown Remarkables Park

We liked the location, close to supermarkets and cafes, and the mountain view from our room was spectacular. Having a washer and dryer in the bathroom was useful too. The receptionists weren't very friendly, though, and the room had a definite musty smell, perhaps from the carpet and couch.

Our view was The Remarkables, and it couldn't have been better. We also liked being outside downtown Queenstown's bustle, while still close to supermarkets, eateries and the airport. The rooms are excellent, with everything new, luxurious and practical. Each has a full-size washer and dryer tucked into the bathroom, plus free washing liquid. The bathroom and shower were great, and the beds were comfortable.

The reception staff were really helpful, and there’s a ground-floor eatery by Frank that’s good. For food and shopping, Remarkable Park has PJ Grill & Bar, which does good venison, The Shelter for fish and chips, New World Supermarket, Pizza Hut, Unichem Pharmacy and plenty of other options. The location is fantastic, with a bus stop across the road for getting into the CBD. The room had everything needed for cooking.

The room was unacceptably unhygienic when we arrived six months ago. There was human waste in the toilet, it clearly hadn't been cleaned properly, and several advertised amenities didn't work. It seemed the room hadn't been inspected before guests were assigned to it. We found the situation distressing and inappropriate for a hotel of this standard. We were offered dry-cleaning vouchers, which didn't address the problem. We felt we had no reasonable choice but to leave after one night and pay significantly more for somewhere else. We were assured a refund would be processed, but six months later it still hasn't arrived. We've followed up repeatedly and been told management would call us back, but no one has. The ongoing lack of communication and accountability has been extremely disappointing. This has been one of the worst customer service experiences we've had. We hope it's finally resolved and that future guests don't go through the same thing.