Our overall stay was really enjoyable! The location was amazing. (main reason we booked here) the staff were great and we loved the pool and gym facilities which we used everyday. Loved that the pool stayed open till 11pm and away from guest rooms so you weren't told to be quiet etc. we also loved the buffet breakfast each morning although most mornings it was evident that they were short staffed and we found sometimes tables were fully booked and couldnt accomodate guests staying.

The room was fit for purpose but a little run down. Toilet was old and stained and bathroom and room in general was tired and out dated. We had to also approach reception twice to advis them that our rooms werent serviced. Not a biggy but we specifically left for the day with the sign on our door to advise we were out and cleaners would be on our floor and we would come back and our rooms werent serviced. The cost of the buffet dinner was a little too excessive in our opinion as well. Think it was approx. $61.00 per adult.

We had a pleasant stay overall. The hotel is very comfortable, with excellent staff and a great breakfast, and the location couldn’t be better. However, of the four hotels we stayed at during our holiday in New Zealand, this one—despite being the most expensive—fell short in some areas. The bathroom was the main issue. They had a sign apologizing for the rust, explaining that the local geothermal water, high in sulfur, causes it. While we understand the reasoning, we feel that a bit more maintenance could really improve the experience, as it’s not entirely comfortable to use the facilities as they are. Additionally, there wasn’t a hairdryer in the bathroom, although the staff quickly provided one when requested, and they were very friendly about it. In summary, a comfortable stay with great service, but the bathroom conditions could be improved for the price range.

The condition of the bathroom and the towels. On the day we arrived, we found one of the towels was dirty.

Location is excellent and I had a nice view from my room to the lake.

Very dirty carpets in the corridors. Breakfast was not bad in variety and quality but the waiters, except of two middle aged ladies, were youngsters without any experience no clue of what a client needs or how to do things. Clearly either trainees or working during school vacation. I had to point out that the coffee machine needs to be emptied from the coffee grains in order to work and they would not understand, until one of the above mentioned older ladies started explaining to them.

Location hui was in the hotel so this was good. Room was good, toilet wasnt flushing correctly so did inform staff. Had no dressing grown in room for going to the pools didnt have breakfast as I dont eat until later and hui had morning tea coming so waiting for that. Was handy to the shops and restaurants in town for me to walk and walk back.

when i went into the thermal pools the bigger pool and a couple of the other pools were not warm and then the one i did get into was at the other end it was very hot but i like hot but other users couldn't get into it as was too hot for them. My office lady Faith booked the room for me as the administrator she put in my details but when I booked in it was under her name also she had requested for the parking to be paid and meal to be put on the account this wasn't showing at the hotel I had to present my card and pay for parking i would have eaten at the restaurant in the hotel if it had been put on my room as was a work matter.

Very convenient to everything, the food in the restaurant is ok, the roast was dry and they need to top up more frequently? some areas were a mess! They need a better variety . Breakfast looked rushed and slapped up. The juicer was a mess.The bar area, we had to find someone to serve us and then they didn’t know how to make cocktails, they need staff there at all times. We had a call from receptionist at 10pm asking if we were the ones that were requesting cutlery, but it wasn’t us! We got woken up by that call and rooms next to us, the closing of their doors were so noisy! The carpet is outdated and the tiles in the lift. Our shower sprayed everywhere but overall our stay was ok, we would go back because it’s convenient to everything. Will definitely let them know next time we go there.

Said above

The breakfast was brilliant an awesome selection of choices the beds we're comfy plus the room was nice and clean and the location was great with eat street within walking distance. The Manger Mr Singh was absolutely amazing after a huge mix up in the booking dates for our room he completely refund us. We couldn't have been more pleased about the level of service he gave us. After a long flight from Perth than the drive from Palmerston north to Rotorua this outcome was greatly appreciated.

The first staff member we spoke to when asking to check in just rudely said "No you don't have a booking you were meant to be here last night" which was a huge shock to us as we'd made a mistake while travelling and booked the wrong night and even though the booking was made at 2320. She also said "Sorry but on the website there's a confirmation section and you should have picked it up there but unfortunately you didnt so there's nothing I can do" So we were very thankful to be able to speak to Mr Singh 20-30 mins later after we rebooked another night which we nearly didn't do after the 1st interaction with her but we did rebook cause the place was great other than her.

The thermal heated pools and the differently thermally heated smaller pools are wonderful. The proximity to Eat Street is also a bonus where you can get every type of cuisine.

We had an unfortunate start because due to the IT outage the hotel had overbooked and so I had a phone call telling me that the Booking.com reservation had come through late and therefore there was no room for me and my daughter of the group of 5 rooms but we could have a room at the sister hotel the Ibis. This was really a problem with five rooms booked and us having no access to the pool. The manager was fantastic and she interceded and gave us a room at the Novotel honouring our booking and sending us a bottle of wine and chocolates to our room. If this had not been done we would have been seriously disgruntled having a confirmed booking weeks back!

The hotel is well located in the city but parking was very limited in the hotel and had to use a paid external carpark. The room was clean and tidy and teh bed very comfortable. The hotel has a nice hot mineral pool.

The hotel would benefit from more available parking for guests and the staff could have been more attentive. For example on check out there was only one person on the desk who was busy doing another task. We were ignored until he had completed the task instead of a simple acknowledgement when we arrived at the desk and an explanation that he would be with us shortly

The location was a big seller for me it was just steps from Eat Streat bars and restaurants also it was close to the lakefront I loved the space, swimming pool, and gym area. The restaurant dinner was awesome I did not have the buffet breakfast, but I will have to factor this in during my next stay.

Unfortunately, the check-in was a painful experience I had to come back twice the only thing that made it bearable was the person serving me. Who also took care of my vehicle costs. The MVP (Most valuable player) must be the housekeeping team. Their work did not go unnoticed by me, and a lot of work went into getting those rooms done.

The location is perfect, and there is free parking on the streets surrounding the building. The team is very friendly and accommodating. The buffet breakfast was just perfect. The plush beds were just dreamy, and we slept like a baby. Enjoyed the use of the gym.

The gym could be more private from the pool area. I don't want in between legs on the leg press. It's just not very flattering 🤦‍♀️ The room door could have some sort of soundproofing as the corridor was very noisy in the middle of the night when people return drunk 🥴