Accommodation in NZ

Hello Ian 😊

I moved this to the Oceania forum.

Mel Reply to this

Hi Jo.

Let me firstly say that if I was a 'Kiwi' I would be quite proud of New Zealand as my wife and I think that you have some fabulous scenery and the 4 hours we spent in the Kauri Museum was a wonderful experience and by far the best 'Value for Money' thing we did in NZ.

In answer to your question.
I think that the establishment was a member as they had a Tourism NZ 'VIP Membership' certificate pinned up in the reception office, however if you read further down in the response from Wellington Tourism Office that may be questionable.

You might not like what you read further on but I am sorry to say that having fed to complaint to: Wellington Tourism, The AA, Wellington Council (Twice), Jasons Holiday Parks Campgrounds and finally the New Zealand Tourism Minister, I feel that I am banging my head against a brick wall as nothing has happened.

It was nice of the AA to point our that while they take the fee for advertising the establishment in their publications, they have no 'Duty of Care' when things go wrong.

Regards.
Ian

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AA Correspondence:

Dear Gaye Yates,

Thank you for your reply, I assume that this was in response to the ‘Hard Copy’ of my complaint that was sent to the AA Chief Executive and not to one of the 3 AA e-mail addresses that I originally sent the complaint to?

I am disappointed to see and find that the AA is truly a “Capitalistic Organisation” putting profit above all else, especially in view of the seriousness of this complaint, however I have also included a copy of a reply received from Wellington Tourism NZ, which I am sure you will find interesting, and copied Wellington Tourism with this e-mail.
Whilst we did on other occasions use Qualmark “Approved Accommodation” the variation from a Quality focused group at supposedly the same level be it 2, 3 or 4 stars was extremely surprising and disappointing.

On a number of occasions when talking with other tourists in New Zealand it became quite clear during our conversations that whilst everything is running smoothly New Zealanders are smiling from ‘Ear to Ear’ unfortunately when it goes wrong and ‘problems’ occur Customer Service/Satisfaction is none existent and it’s like being in a Third World Country, with the Ostriches who bury their heads in the sand.

Regards.

====================================================

From: Gaye Yates Sent: 07 May 2008 02:19
To: Subject: Accommodation complaint

Dear XXX

Re: XXXXX - Wellington

Thank you for your letter of regarding the above property.

It is always disappointing to hear that guests have experienced dissatisfaction with accommodation providers. I note your comments regarding this property and will advise the AA Guides sales consultant for this region of your comments.

In publishing the Accommodation Guide consumers are offered a comprehensive measure of the accommodation options available throughout the country. The AA Accommodation Guides are an advertising medium for New Zealand accommodation providers, and all material is supplied by those advertisers. Advertisers approve all material prior to publication.

The AA does not endorse any accommodation providers and the properties are not inspected by our sales consultants. The guide is divided into colour banded categories representing different levels of accommodation. Affiliated groups - for example, Qualmark - do check the standards of properties and rate them accordingly. If you are looking for accommodation with certain standards, you may wish to select accommodation that displays an affiliated group logo in their advertising.

I regret you have been dissatisfied on this occasion but thank you for your letter.

Yours faithfully

Gaye Yates · Office Manager
AA Tourism Services
The New Zealand Automobile Association Incorporated
Level 1, 29 Apollo Drive, Mairangi Bay, North Shore 0632
PO Box 101 001, North Shore 0745
W. www.aatravel.co.nz


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Wellington Tourism Correspondence:

Hi XXX,

Oh dear. Its not getting any better is it.
Just so you know we dont normally recommend this establishment that is why I asked if you had booked them direct.
We have had similar complaints but sometimes, out of sheer necessity, when Wellington is full, they still gain business.

The council involvement will be the best way to sort them out I am sure. I have informed my team of your issues.

Regards Karen

Karen Kyrke-Smith
i-SITE Visitor Centre Manager
Wellington i-SITE Visitor Centre
Civic Square, corner Victoria and Wakefield Streets,
Wellington, New Zealand
Email www.WellingtonNZ.com

===============================================================================

Wellington Council Correspondence:

Dear XXX,

Thank you for your email on Thursday 24 April informing us you have not been contacted regarding the condition of XXXXXXX.

We have re-logged your service request with the Environmental Health Team for their action. Your service request number remains XYZ1234. Please quote this number if you need to follow up this request at a later date.

If we can be of further assistance to you, Ian, please call our 24-hour Customer Contact Centre on or email

Regards

Justin Tuttle
Online Channel Coordinator
Citizen Engagement Directorate
Wellington City Council
101 Wakefield St.
Wellington

Reply to this

Ahhh.... the famous(???) Rowena's Lodge? Well reputed, for many years, as one of the worst backpackers in New Zealand.

Beware. They may be hanging around the Ferry terminal/train station etc when you arrive, ready to snag you with a free ride. At least, that's how they snagged me for a night in 1992. It was a dump even then, I moved elsewhere after one night.

And I've seen negative comments in visitor books at other backpackers around the country.

Definitely, a place to avoid.

--Catherine. Reply to this