Marsden Suites Nautilus Orewa

We made a last-minute booking and, unfortunately, our experience was disappointing. Around two hours after making the booking for that same evening, at approximately 6 pm, we received a phone call asking how much longer we would be before arriving. The way this was handled made us feel as though we were an inconvenience and were holding someone up. We paid extra for a pool-view room but were given a higher-floor room instead. When we asked if this could be rectified, the staff member was rude and almost combative in her response and refused to rectify the situation. This was particularly frustrating given that we had paid extra for a specific room view. The service continued to disappoint when it came to the small details. We were provided with only two filter coffees for two people over two nights. When I called reception to ask for more, the response was, “I will see what I can do,” which again made us feel like we were asking for too much. The teapot and wine glass were also dirty, and the pillows in the two-bedroom room were hard, with no softer alternatives available. On a positive note, the pool, spa pool and sauna were excellent and were definitely the highlight of our stay. Unfortunately, the poor customer service, room-view issue and lack of attention to basic amenities took away from what could have been a much more enjoyable experience. We expected better, especially after paying extra for our room.

The lady we spoke with on the phone was not very friendly or welcoming during our enquiry about visiting. Unfortunately, we found her manner to be unprofessional and unaccommodating, which ultimately discouraged us from making a booking.

Fantastic Location. Great access to Supermarkets, Cafes, Restaurants, Shops and The Beach. Lovely clean and Tidy complex and Rooms. Lovely staff. Wonderful views. Great secure undercover and spacious car parking.

The location and amenities were definitely the highlight of our stay. The room itself was very clean, spacious, and well presented, and we really enjoyed the pool and spa facilities. Unfortunately, the mattress was quite uncomfortable, which made it difficult to get a good night’s sleep. We also found the receptionist very friendly and quick during payment/check-in, but the experience at check-out when handing over the keys felt less welcoming and not particularly polite. Overall, there were some great positives, especially the cleanliness, facilities, and location, but a few improvements in customer service and comfort would make a big difference.