Hackthorne Gardens Luxury Accommodation

We especially sourced this accommodation for the garden and the view. We requested on Booking .com and prepared to pay for an upstairs room with a view. We did get the end room upstairs, however a tree blocks 3/4 of the rooms view. So we had to go downstairs through the house and outside to get our full view. The Garden looks like the gardener is on holiday. Weeds growing everywhere and the pond is green and unattended. Had only a few sheets left on the toilet paper. Had to get toilet paper from downstairs toilet as no one is on the premises after 5. Had only enough for four coffee pods in the room and two flavours. Avid coffee drinkers, we are. So was disappointed when we used up the 6 sachets of sugar and the coffee. Had to go down town and buy some coffee for the morning. Place is very quiet was good for relaxation....

Very dissatisfied with this accommodation. No staff regularly on site just a mobile number to call. The gardens are not luxurious as per their website, lawns overgrown, weeds a metre high, large trees blocking views, pond green and slimey, outside paintwork peeling, pathways cracked and covered with debris, windows not clean.Our bathroom flooded due to a blocked drain on our first morning. Tried to phone reception, phone did not work. Went around building looking for anyone to help. Finally a gentleman appeared, told him the shower had flooded. His first response was are you the people who complained yesterday? No we’re not, but he obviously knew it was an issue. Said he would sort it out, but we could not have the room cleaned or fresh towels (which we used to stop the water flowing out of the bathroom onto the carpet) because we had not opted in when we checked in. Fuming we went out for the day, returned at 3pm, room still flooded, towels on floor nothing done. No staff in building, called manager he said cleaners would be there at 2pm, clearly told him that it was after 3pm, so he was lying. At this point he did not offer any assistance, another room for the night, or any compensation. We waited until 4pm, cleaners came said they knew drain had been blocked several times, but a plumber was required, and one was coming the next week. Still no response from management. We then obtained accommodation at another hotel for the evening, as we were going out and needed to get showered and ready. So left the premises, texted the manager advising we had checked out and we’re disgusted with their management of this situation. We asked for a refund of our 2nd night, which of course we never got. He then had the cheek to text back later that evening, saying he would not refund as we had left of our own accord, and he was going to offer another room, but we had already left. HE HAD ALL DAY TO OFFER ANOTHER ROOM!!!!!

******** To response the comment of the owner ****** It is totally inappropriate to bring our RACIAL background into this argument. I think it can reflect the poor quality of this business and their staff members. As residents in New Zealand, we understand it is very common to check out a hotel room at 10am, that is why we called at 9:30am (to the number display at their reception). However, there was NO ONE ANSWER the phone until they call back at 06 past 10. The lady immediately threaten to charge us late check-out fee and all we asked is just some simple courtesy. I have never seen such a horrible horrible customer service. Instead of listening to your customer's feedback, you started a pointless fight and personal attack. We have launched formal complaint to the booking.com. We suggest everyone stay away from this business.