Ezibed.com Customer Reviews for Holiday Inn Rotorua (previously Heritage Rotorua)

"Fantastic, clean, modern. Love the pool!" Anonymous, 10 April 2012

"Nice room with view. Friendly staff and we enjoyed a very nice evening at the Chapmans restaurant with our family." Ron Howie, 17 October 2010

"Very nice room, the hotel was lovely, the amenities brilliant. The only downside was the room airconditioning did not work well, if at all the night we stayed there." Gayle Marchetta, 3 March 2010

"We were given a very run-down room, the carpet was very loose and not fitting the floor. When we turned back the bedspread, several long black hairs were found. We phoned reception and was told that we could be upgraded, which we accepted. During the night there was apparently a power surge and we were unable to get SKY television. A note was delivered to all guests to say that SKY technician was not available to repair the decoder until Monday. NOT GOOD ENOUGH SKY TV. Our upgraded room was not one of the newer rooms, however it was 100% on our previous room." Sharron Scarlett, 11 March 2009

Holiday Inn Rotorua (previously Heritage Rotorua) Response: Dear Sharron,

Thank you for choosing to stay at Heritage Rotorua in March this year and for taking the time to comment to Ezibed.

I was disappointed to read your comments, especially that the first room you entered did not meet your expectations and also that upon folding back the bedspread you noticed long black hairs. I would like to offer my sincerest apologies for any upset this may have caused you and for the inconvenience of shifting rooms.

With regards to SKY TV going down during your stay, you are correct we did have a power spike late on the Friday night/early Saturday morning, which took out some components in our SKY system. We contacted the SKY technician who promptly attended the Hotel and tested the equipment, parts were required from Auckland and didn’t arrive until early the following Tuesday. Being a commercial property with 12 SKY Channels, unfortunately it is not as simple as just replacing a decoder to get the system up and running again. I’m not sure that we should blame SKY for a power spike and not having the necessary equipment available in Rotorua, this was an unforeseen situation.

I was pleased to read that when you contacted reception with regards to your room issues the front office team not only moved your room, but upgraded you from a standard room (as booked) to superior room by way of apology. While the Superior room is located in the same Tower Wing as the room you moved from, the Superior room was refurbished late last year and opened just prior to Labour weekend.

We do have a refurbishment programme in place for the hotel; however as I’m sure you can imagine it does take time to work through a 200 bedroom hotel. I would like to assure you that we constantly review all rooms and carry out any work required while we are waiting for the next programmed area to be refurbished.

Sharron, our service is our benchmark; it is only through feedback such as yours that we are able to monitor ourselves to ensure that we are providing a consistent level of guest service.

Again I would like to thank you for taking the time to place your feedback and hope that you may choose Heritage Rotorua again in future and allow us an opportunity to restore your faith in our hotel.


Kindest regards,

Marcus Keenan
General Manager

"Great place to stay. Friendly front staff, excellent room & great leisure facilities - gym, heated outdoor pool & spa." Anonymous, 23 January 2009

"Room was comfortable but go elsewhere for the cultural show." Anonymous, 19 December 2008

"Excellent!!" Heidi Loxton, 29 October 2008

"Great room, loved the upgrade. Very friendly and helpful staff." Tessa Fifita, 9 September 2008

"I have rated highly as when we arrived, they informed us that they had upgraded us to a superior room which was a pleasant surprise." Gillian Oakley, 13 May 2008

"The staff, reception and bar were excellent. Swimming pool was nice, unfortunalty the spa pool was closed.
My score is lower (6) as the rooms, corridors etc are very dated, our mini bar was empty and the bathrooms very small.
But exceptionally good value from booking via EZIBED.COM." Sarah Scott, 23 April 2008

"Pleasant front desk staff, easy check in and out. We stayed in the tower section of the hotel - we even had views of the lake. The room was fine for a one night stay, everything was clean and tidy and worked, you can hear some noise from logging trucks along the road. Hotel pool was great." Anonymous, 17 April 2008