My 18-year-old son and I checked in later one evening without pre-booking.. Upon checking in. He paid in full for one night’s accommodation.
At no stage was he asked to sign any paperwork, nor were we informed of any policies or warned that late checkout or alleged breaches would be subject to strict financial penalties.
The gentleman who checked us in was friendly and welcoming. Our room was clean, tidy and warm, and our first impression of the property was very positive.
That changed completely the following morning.
At approximately 10:30 a.m., while we were already awake, packing and preparing to leave, we were startled by an aggressive woman pounding loudly on our door and yelling that we were late checking out. Rather than speaking to us respectfully, she immediately became abusive, swearing and claiming we had just cost her cleaners $75 because we were approximately 30 minutes late leaving.
That amount made no sense to me.
The cleaners were clearly busy..
Preparing numerous other rooms from the mornings earlier departures.
I could not understand how our delayed departure. Could justify an immediate additional cost of $75.
What made the situation even more upsetting was that she could clearly see I was on crutches, struggling to walk and moving only as quickly as my mobility allowed. While packing our belongings into the car.
There was no compassion, or understanding towards my obvious disability. .
Then her behaviour became even more hostile. When she noticed an ashtray inside the room containing a SINGLE cigarette butt.
She swore at us again and accused us of smoking inside the room. I tried to explain - That her accusation was completely unfounded, .
I had simply brought the ashtray inside so I could empty and clean it before leaving.
NO smoking occurred inside the room at ANY time.
She refused to listen to my explanation. Telling me I had to pay a fee of $100 at reception.
When I questioned her reason for the extra charge.
She lied to me. insisting she could smell cigarette smoke—something that was impossible - because it simply had NOT happened.
I stopped by reception on my way out. Hoping the nice nan who checked us in night before was there.
My intent was to explain & apologise for upsetting the lady (his wife).
This man was not willing to listen to me. Telling me he had already deducted $100 penalty - from my bank account. Without my consent, leaving my account overdrawn. As a result, I did not even have enough money to buy fuel for the trip back to Queenstown.
What disappointed me most was not simply the money—it was the complete lack of professionalism, respect and basic human decency.
to hear our explanation, no empathy for someone with a visible disability, and no effort to resolve the situation fairly before imposing financial penalties.
As someone who has spent more than 20 years working in New Zealand’s hospitality industry, including managing accommodation properties and owning a successful commercial laundry business, servicing accommodation providers in ,Queenstown.
I understand the importance of enforcing company policies.
For protection of the company. And the following of procedures when dealing with difficult guests.
I have handled countless challenging situations professionally and respectfully. Without swear words.
Based on this experience, I consider the conduct we experienced to be entirely unacceptable and deeply damaging to the reputation of New Zealand’s hospitality industry.
In my opinion, policies exist to protect businesses—not to punish guests. Just because one has the power to add on extra charges and deduct a credit card. .
Does not make it ethical to do so. .
Especially without communication, or i consent. Shutting down the guests. opportunity to respond or explain.
.
Just because a business can rely on a (not sighted, or explained) )policy.
As a way to enforce extra charges does not necessarily mean doing so is legal or justified.
Our stay began with a warm welcome experience - but ended as one of the most unpleasant motel hospitality experiences I have EVER encountered.
