The Reef Resort

Although the hotel is not big, the environment is beautiful, elegant and quiet. There is a heated swimming pool. It is a short walk from the hotel to Lake Taupo. Walking in it is so beautiful. It is worth recommending.

First, the sanitary conditions are very bad. As a hotel with a price of 4k+ RMB, although we did not pray for such a luxurious journey, the whole process was too bad! When the doors and windows of the whole room were closed, after returning to the hotel, we found that the whole house (living room, kitchen, bedroom, bathroom, bed sheets, quilt covers, pillows) was full of flying insects and mosquitoes. There were so many that they were densely packed all over the ceiling and bed, and everywhere we could see. First of all, when this happened, we did not think of blaming the hotel at the first time, but cleaned it ourselves for two hours. We thought we had cleaned it properly, but when we looked up in less than an hour, there were dense insects again, and there was no improvement at all. In this way, we cleaned it back and forth twice without any solution, so we had no choice but to call the hotel owner later. After hearing it, the owner did not apologize to us at the first time, but said to us: interesting. After that, after looking at the whole situation of the room, the hotel owner did nothing, but repeatedly emphasized that this was a seasonal problem. He had no attitude to solve the problem at all, and did not give a solution to the problem. Instead, he told us with a very bad attitude that it had nothing to do with them and could not be solved, let alone change our room. They said they couldn't do anything. They only left us a small bottle of insecticide! We never opened the doors and windows and checked them again before going out for dinner. It was already early morning that night after the communication. Under such circumstances, we asked if there would be a refund. They repeatedly assured me that they would refund and asked me to deal with it tomorrow morning. After I asked in detail how much money could be refunded, they said that they could not refund the full amount. They needed to think about how much money could be refunded. We didn't get too much trouble when we got the answer that we could refund, because no one wanted to happen. As a result, when we continued to communicate with them on the second day when we checked out, their attitude became worse. The boss and his wife began to refuse to refund because the garbage in the room was not cleaned up. You have to know that I didn't book an ordinary homestay or airbnb at this price, but a four-star hotel worth 4000+. This price is enough to experience the ultimate service anywhere! In the boss's view, do hotel guests have the responsibility and obligation to clean the room? And the attitude was very indifferent, and she told us very badly that she would never refund. During our communication with him, she had no service attitude at all, just a mentality of "whatever you want", and even began to threaten us and threatened to call the police. As a high-priced hotel, the owner's actions, whether it is the service attitude or the mode of solving problems for guests, I strongly suspect that what they said to us at night: when they were thinking about how much refund to give us, they were actually discussing how to find fault with us customers so that we could not get compensation! I think such behavior and attitude are completely unacceptable in the service industry, and the department must intervene and seriously rectify it.