We booked accommodation to stay at U Hotel Residence in Wellington for 2 nights Sunday 22nd and Monday 23rd upon arriving in the room the cleaning of the room was disgraceful. Pubic hairs on the floor in bathroom and one on spare bed in 2nd bedroom. Also clumps off hair beside bed in master bedroom and significant dust on bedhead and shelving throughout. in addition mould on the surrounds of bathroom and broken tiles through the bathroom floor. I went and asked for a vacuum from the manager who then came in and vacuumed up the pubic hairs she apologised and then said she would dust. I queried at this stage as to why if the unit had just been serviced would it need to be dusted. During times of a pandemic the room should be sterilised and thoroughly cleaned on all surfaces to prevent spread of any virus etc. The manager then said look your obviously not happy, to which my wife and I replied no we weren't. The manager just stopped cleaning and left the room saying she would talk to the owners. After 20-30min of no response we packed up and elected to leave as there was no forthcoming resolution form the manager and we were not feeling safe with the hygiene in the hotel. We rebooked accommodation at the Sofitel in Wellingtonb (all that we could get at short notice to accommodate us, we had to book two interconnecting rooms as no rollaway was allowed). this was more expensive and cost us an additional $335 NZD over and above the $801 we had already spent on the unsuitable accommodation.

After emailing the hotel manager she refused to provide a refund and then told me that she is considering legal action against me because I would dare to bring her company into disrepute by writing on trip advisor, complaining to consumers institute and requesting a refund.

Simply the hotel was below standard and not acceptable. The manager whilst a nice lady was not experienced and equipped to deal with a customer complaint.

During Covid times - hygiene is of the utmost importance.