Between the 4th and 6th of March 2018, my partner and I stayed at Reavers Lodge in Queenstown.
Upon arrival, two of our 'clean' towels were found to be stained with significant amounts of someone else's blood. One of these towels was used by my partner before we realised.
When we took the towels to reception to show them, we said we would like to take photos, however the towels were hidden from us and we were told we were not allowed to do so. Fortunately, email correspondence between us demonstrates them acknowledging the situation.
The lodge was unwilling to accept any responsibility, unwilling to provide adequate compensation (a couple drink and meal vouchers for their in-house food service, which we refused) and very rude.
Additionally, dirty tissues were found under the bed, stains on the walls, an almost complete lack of hot water pressure for a room that we paid $150 a night for is ridiculous.
We requested a refund on our accommodation costs but were dismissed because we stayed there anyway and have found them very unhelpful and uncommunicative throughout the process. They seem incapable of comprehending that our entitlement to compensation is because of the traumatic experience of cleaning oneself with someone else's blood stained towels, not because we wouldn't have slept there.
Reading recent reviews, this is not an isolated incident and their services are plagued with all manner of incidents of disgusting hygiene and cleanliness.
Frankly, this must be a serious breach of OH&S practices and, if this is not an isolated incident as I expect it isn't, this place should not be allowed to continue operation under this management.
I believe that the lodge acknowledges that now that we have returned home from our travels, we cannot touch them and they aren't required to acknowledge us, which is why we struggle to get responses from them. This behaviour is deplorable for tourism service providers.