Nugget Point Resort Queenstown

Nugget Point constantly strives to exceed guest expectations and we pride ourselves on the world-class personal service we offer each of our guest whom stay. Our policy is to "cuddle" and make feel at home each of our guests from the time they enter our doors.

I would like to convey our version of this "story" to enable an unbiased opinion on our beautiful boutique property.

Upon checking in at Reception this guest did get a little agitated as she explained that she was checking in two rooms under her name. I politely informed her that we only had one booking for her however would create another booking. I noticed that when beginning to create this new booking that we did have another Wotif booking for that day and mentioned that name to her. She insisted that both rooms were booked under her name, however upon checking the booking form received from WOTIF I explained to her that one room was indeed for a different name. She then agreed and we proceeded to check them both in. At this stage I was slightly concerned (however did not show this). Why did she book a and not know who it was booked for?



I personally checked this guest in with her colleague and escorted them to their rooms. We delivered their bags and also valet parked their car.



For the next five minutes both ladies were running backwards and forwards to each others rooms and commenting on the facilities each had in their rooms - looking in the cupboards, leaving nothing unturned. Both rooms were the same and had the same facilities, so we were a little surprised why they were doing this.



The ladies stayed in their rooms for about 1/2-hour and then left, heading towards town.



Upon returning approximately 1-hour later, I saw the ladies walking through our main doors and proceeded to greet them and open the door of the corridor towards their room. They seemed happy and had a couple of Duty Free bags in their hands. At this point they seemed happy.



Approximately 1/2-hour later this guest along with her colleague approached reception and as asked if there would be a problem getting a refund if they were to check-out that day. I informed them that we have a cancellation policy and that - it would be fine, however we would not be in a position to offer a refund. I then received a phone call from one of the Wotif employees in Australia - who was very friendly. She was touching base having heard from this guest's secretary - she was also inquiring as to a refund. I informed the Wotif.com employee that we were not in a position to offer a refund as per our cancellation policy and at the time the guest had commented on the fact that we were not very close to town and had not raised any other concerns. We are 7-minutes away by car.



With regards to construction - Yes: We were putting a new roof on our conservatory, however this was in no way a distraction for this guest or her colleague as this work is at the other end of the building.



Re: Cleanliness: Our rooms are cleaned as standard practice on departure of each guest and touched up and re-checked prior to an arrival. Upon her checking out, I did not notice that the rooms were not dirty at all. The only piece of dirt in the rooms was KFC scraps and packaging of which they had left.

Re: In-house Movies: We have an extensive list of in-house DVD's of the most recent movies available at Reception.

Re: Photographs on the Wotif website: These are exactly what the guest was given, however the shot on the Wotif website focuses on the bed.



Re: Dogs in the dining room: The Resort does have two small dogs, however due to heath reasons they do not go in the dining areas. With regards to the Lounge area, this guest never even went in the Lounge as it is most definitely not the way to her room. I cannot understand how this guest was confronted by dogs in the lounge when she never went in there.



Re: The Persian Cat: Yes there is a Persian Cat and this was in the owners office.