Quality Inn Acapulco Taupo

Reception was so lovely when our van broke down and we booked online late, after the desk had closed. She still answered when I called, left our key out, switched the lights on, then spotted us arriving in the parking lot and came out to check we were okay. The room was fantastic: two TVs, a huge in-room hot tub, heated blankets in the beds, air conditioning, and a well-stocked kitchenette. It’s also walkable to many things.

I’m extremely disappointed with Quality Inn Taupo, which operates under the Choice Hotels brand. The air-conditioning kept stopping every 10 minutes, so the room was uncomfortable and not suitable for rest. I reported it promptly to the manager, but they didn’t attempt a repair, offer another room, or suggest a reasonable fix. I was told it was “not their problem” and that I should “open the window and sleep.” I asked to cancel and get a refund because the room wasn’t fit for purpose. They refused, saying it couldn’t be resold, and told me to accept the conditions or leave. After I escalated the issue and asked for everything in writing, they offered a 50% refund only if I checked out immediately. I’d used the room for just three hours, checked out, and still had to pay half for a property issue. I don’t think guests should have to pay half the cost when a core room amenity isn’t maintained properly and no genuine effort is made to resolve it. That puts the burden of poor maintenance on the guest. The way this was handled felt dismissive and unprofessional, and didn’t meet the standard I expect from a Choice Hotels-branded property. Experiences like this undermine trust in the brand and raise serious concerns about property oversight and accountability. I strongly encourage Choice Hotels to review how guest problems are handled here. Travellers should know what to expect when problems arise before booking under this brand.

We stayed there on our recent summer holiday in Taupo, and our family really enjoyed it. The room was clean and nice, with a comfortable bed and a small kitchen area stocked with the utensils we needed. It was easy to find and well placed for both the lakefront and town. The staff were friendly and helpful, and it was worth the price.

The room had plenty of space and an upstairs that the kids were excited about, but we booked through Expedia and the advertised in-room spa pool wasn’t there. At check-in we were told breakfast was included, so we planned around that. We got up early the next morning and called to confirm the details, only to be told it wasn’t included after all. We had to change plans and go to the supermarket instead, which was very disappointing. I emailed about both issues afterward and never got a reply. Not ideal. 😬