Hoteles Pullman en Rotorua

Let’s talk about the positive side first. - Very good location, right in the center of Rotorua - Facilities are a bit old but still well maintained - Breakfast was very nice But still, this is a very disappointing stay. - The housekeeper used our used towels to clean the shower floor, which I was very shocked about it. After I expressed my concern around hygiene standards, the housekeeper changed to use a fresh towel for cleaning. This is even more shocking. - Later I expressed my concern to the reception, the manager came up to our room for a check, I also showed her the side table, which still has water marks after cleaning. - Despite of the hygiene issues, the services and staff attitude was another concern. There was no resolution provided regarding my concerns. - Trip.com customer service was extremely helpful. I contact them, raised up my concerns, also the front office manager was aware of this issue. I was offered complimentary breakfast, bottle of wine, and upon check out, there was no parking charges. - While I appreciate the breakfast, wine and parking offer, I still see a communication issue. Normally hotel would place a card along with the wine, when I back to the room the wine just sitting on the side table, no card no apologies, I would have no idea why it is there. Also, the first photo shows a towel with stains- this is what I received after all of the hygiene concerns. As a loyal member of Accor group especially the Pullman brand, this is the worst experience I’ve ever had with Accor. I appreciated the front office manager’s email and the commitment to make things right, but there was a noticeable gap between the promised service and what was actually delivered.