I stayed at this hotel last year for one night on the way home to Perth. I did notice that there were a few people complaining at the reception about something that had gone wrong for them. The reason given was that the company had new management. My stay at the hotel was okay, although the breakfast was basic, basic, basic. On the 18th November 2011 I stayed there again, I purchased a standard room with a cooked breakfast package. When I presented myself to the dining room at 8.25am I was greeted by a staff member who said that there was no cooked breakfast available. I said, oh okay and went to have a look at what was available for the continental breakfast. There were two loaves of bread, spaced out with plenty of crusts, a small bowl of tinned fruit, a couple of containers of cereal. There were no fresh baked goods (muffins)as advised so I decided to go somewhere else and I requested a refund. When I spoke to Prashida at reception she asked me if I had dined at their restaurant the night before to which I told her I had not. When I questioned this she said if I had she would have given me a refund but there was nothing she could do because they hadnt been paid by Wotif. I said that didnt really matter much to me, I had paid someone a week earlier. During the total conversation both Prashida and the other young woman working the reception continued to laugh and giggle until I finally asked them what was so amusing. During the time I was talking to them I noticed a couple of American people had been listening to my conversation. The american man said to them that this was not funny. The woman also added that it wasnt funny for them either the previous day when they had arrived at the AKL airport to find that the shuttle bus wasnt available to collect them. They said they had spent 20mins on an international cell phone to the hotel to arrive and find out that the booking they had made and paid for wasnt in Silveroaks system. I was very embarassed about the whole experience, I really did not care less about $19 but the point was that Prashida was not prepared to sign a copy of the breakfast refund stating that I could not have a cooked breakfast because they had no chef there. I was continually told that the only person who could or would do anything about a refund was the manager, who wasnt available. Prashida telephoned the manager who said, basically too bad, so sad. No refund, they hadnt been paid by Wotif. Prashida also added that they didnt have any money to pay me a refund. Anyhow, the reason I am writing this is so that other people know what sort of service I received at this hotel. I will certainly not be returning and will tell everyone I know not to stay there either.