Hotel Willis Lodge

We definitely messed up as to the instructions left out for your late arrival. For that we can only apologise!! We can also only apologise for the "grumpy" behaviour of our staff on the evening, we can only put it down to the "early or late hour" (am), as you may have it. As we were fully booked and everybody had already checked in by the time you arrived, his hands were tied and there were no options available to him on the night to even attempt to sort out your accommodation requirements. He did offer that, if there were any cancellations the following day, perhaps we could arrange a room change, however, nobody approached Reception on this issue over the remaining two days of your stay. If you had we may have been able to show you your booking confirmation showing the room configuration that was booked. I checked all correspondence and the booking confirmation the following day and what we confirmed by e-mail was exactly the room configuration we had reserved for you. As nobody from your party referred to the supposedly incorrect room configuration again we thought you must have checked your booking information and realised that what was confirmed to you by e-mail was in fact what we had provided. We can only assume that somewhere in the booking process a misunderstanding between what was presumed booked and what was confirmed as booked must have occurred. The booking requirements did change four times in a matter of 48 hours from one room for 3 people to two rooms for 5 people and then finally to one room for 3 people and a two bed roomed unit for 3 people. This was confirmed in our e-mail to the New Zealand e-mail address. I have re checked all correspondence relating to this booking and your confirmation confirms a Queens Quarters and a Queen Roo, as provided! We are glad that there was a positive aspect to your stay. Thank you for the positive comments, the girls in Housekeeping really appreciate them. Finally, I would like to finish by saying that had we received an e-mail from you we would most definitely have responded. It has taken some time for us to source the correspondence as the booking was made in December and the booking was no longer current in our system. We endeavour to make every guest feel at home here at Hotel Willis, sometimes we fall short, for that our apologies.