The Esplanade Motel & Conference Centre

We arrived from New Plymouth for a funeral. We went to reception and we were greeted by a guy who was looking after the motel as you were away. He asked us if we had 5 people staying in which I responded yes, my sister was the 5th person and was traveling from Tauranga and arriving later. He said well the room will be $300 as you need to pay an extra $20 for the 5th person. I said I booked for 5 people and how would he know that it was 5 when we arrived? He kept repeating that I only booked for 4 and I was to pay $300 in total. Over and over he was saying you need to pay an extra $20 not even letting me speak or respond. I got my phone out to show him my booking whilst he continued to rudely state the price and if we don't pay the extra $20 we were to go elsewhere. He didn't want to even acknowledge the communication that I had re my booking and was at this point being very abrupt and a bully. I asked him why was he being unreasonable about the situation (at no point was it ever about the extra $20) it was the principle of the matter and how I was being treated. Then he rudely said well you can leave now, the room is no longer available. I asked him again to look at my booking and questioned if I hadn't of booked for 5 people how on earth did he know there was a 5th person still to come. If I had made an error booking I would've been happy for him to kindly point that out without first attacking me from the get go and dealing with the matter rationally. I told him at 7pm it would be difficult to find somewhere else to stay and asked if he could handle the situation a little more professionally and he had his back up and would not let it go. I said I would speak to the owners on their return to report how bad his customer service was and he said go right ahead, I can guarantee they won't care and I'll still be sitting here next year in which I responded that I would not ever be returning. He grabbed some milk out of the fridge and said here I better give you some milk or else you'll think I'm being unreasonable. He then called me a gaslighter so I walked out and my partner continued the transaction. His attitude was the worst I have ever encountered at any accommodation venue and was an unacceptable way anyone could ever treat a customer especially given it was not his motel and his actions were detrimental to the owners of the business and their reputation. I was appalled by the way I was treated

Due to some emergency, I cannot stay for the second night we booked and paid for so went to pick up my things. As it was raining I told my hubby to park in front as it would only take me a couple of minutes. Went in, quickly grabbed my things and got out to find the owner by the door swearing and all. The guests next door were also out because he apparently knocked on their door for whatever reason. With other more important things to deal with and no time to deal with such aggressiveness, I simply let go and we left. But then again, would you simply let go or do you think it's fair having the person picking you up being told to move your F$%#@ car when you are a paying guest? Being a regular traveler to Palmerston North, I surely know where not to go and would let our friends who recommended know of our experience. Thanks for the warm welcome though which would have been nice if it was consistent through. You made it clear you are simply protecting your business but that does not justify being rude and aggressive to anyone.

When visiting my partner who was staying here, I was confronted within 30 seconds of my arrival by the manager, standing in the unit door, staring. She demanded a vaccine passport and, as I went to the car to get my phone, she followed up with ‘If you don’t like it, you can leave’. I told her she could sight it which she reluctantly agreed to with ID. She then harshly reminded my partner and I that visitors are to leave by 9pm whilst pointing at the rules on the door. Discriminatory and unfriendly.