Glenda we hear you and acknowledge you did not receive the experience you should have. We are not happy about it and want to explain and hopefully in time Glenda will allow us to repay her. We accept full responsibility for her concerns but wish to respond as follows;

On the day of the family’s arrival at the Motel we were heading away for a break so they were received and serviced by our Minders in our absence. Clearly and for reasons I have been unable to determine her original booking had been moved from the 2 bedroom unit to a 1 bedroom unit with Conservatory without her being consulted – this should not have happened even though the square area difference is only 6 sqm. This unit had a partial internal revamp 6 years ago (bathroom wall linings, repaint, new carpet, light fittings and furniture)

The bed coverings were not matching on the day because of overnight soiling and were out for cleaning, The painting and wallpapering was all done by a master tradesman but when we reviewed the complaint found that the area where the old TV mounts were, the exposed wall had not been repainted

The alleged bare wires to the oven was infact an old electrical face plate without a cover situated within 6 inches of the ceiling and above a cupboard. There were no wires attached on either side but we accept it did look bad (it was immediately covered)

The oven, well yes we accept it looked dated. We had 3 units with that style of oven – all have now been replaced with new

The Continental breakfast issue was simply our minders not being familiar with our procedures and forgot some of the ingredients. This was a trg issue and we believe has now been sorted

The swimming pool issue is I believe a mistake. We have not had learn to swim classes in the pool since July 2010 so it is available to Motel clients all day every day

The swings in the playground are designed and manufactured by a master tradesman in Waipukurau and is nearly 5 years old. They are made of Macrocarpa timber a NZ hardwood. The timber was deliberately left to weather naturally, a process that results in the timber going grey. The downside to that process is, it can make the structure look very old

Glenda’s experience is far from the norm. at our Motel for which we are most embarrassed and will strive now to put write with her and family

Evan & Carol
(Motel Owners)