新西蘭旅行被這家酒店嚴重毀體驗！服務失誤+員工ELLEN威脅+運營經理Zane Murray偏袒
滿懷期待的新西蘭之行，被這家酒店的不專業服務徹底毀掉。我通過攜程獨立預訂2間房，全程無旅行社介入。
酒店所謂的免費升級，事後承認是員工看錯訂單導致的失誤，並非我主動要求，反而因房型不符給家人帶來困擾。
前台員工Ellen無法理解我自費升級另一間房的合理訴求，反而指責我態度惡劣。我雖因訴求不被理解失去耐心，但全程沒有不文明用語、沒有人身攻擊。為維權取證拍攝時，Ellen竟威脅要叫警察抓我，而根據新西蘭法律，在公共服務區域取證完全合法，純屬不實恐嚇。
運營經理Zane Murray未查看監控、未核實事實便一味偏袒員工，衹關心我是否刪除錄像，溝通時還暴怒摔門離去，毫無職業素養。
唯一值得肯定的是員工Timi，耐心協調、態度專業。
目前我已保留全部證據並向相關部門投訴，現已收到酒店總經理的郵件回覆，我相信他在調取完整錄音錄像後，會給出公正合理的處理與解釋。
鄭重提醒赴新旅客：這家酒店管理混亂、員工專業度差、管理層缺乏服務意識，建議謹慎避開，別讓糟糕服務毀掉你的旅行。
Terrible Experience at This Hotel Ruined My New Zealand Trip
My long-awaited trip to New Zealand was completely ruined by the unprofessional service of this hotel. I booked two rooms independently via Ctrip with no travel agency involved.
The so-called ‘free upgrade’ was later admitted by the hotel to be a staff mistake—they misread my booking. It was not requested by me, yet it caused inconvenience due to the incorrect room type.
Front desk staff Ellen failed to understand my reasonable request to pay to upgrade the second room to a villa, and instead accused me of having a bad attitude. Although I lost patience due to the repeated misunderstanding, I used no offensive language and made no personal attacks. When I recorded the incident for evidence, Ellen threatened to call the police. Under New Zealand law, filming in public service areas for legitimate evidence is completely legal—her threat was unfounded.
Operations Manager Zane Murray took her side without reviewing CCTV or facts, only cared about whether I deleted the recording, and ended up slamming the door and refusing further communication. He showed zero professionalism.
The only positive staff member was Timi, who was helpful, patient, and professional.
I have kept all evidence and filed a complaint with the relevant authorities in New Zealand. I have now received a reply from the hotel General Manager and trust that after reviewing full audio and video footage, he will provide a fair and reasonable resolution.
Strong warning to travelers: this hotel has chaotic management, poorly trained staff, and management with no sense of service. Please avoid it at all costs, so your trip is not ruined by terrible service.
