Hi,
I am writing to complaint regarding motel service recently we faced in Tongariro Junction Motel, Turangi and completely disappointed.
23 April 2021, it was peak season (ANZAC holidays) and most hotels are fully booked. I was travelling to Auckland from Wellington (2 families). We had a newborn baby and had to stop for an unplanned stay over. Around 11.00pm, after checking the price ($150/per night) I called up the hotel and receptionist mentioned its available and willing to wait for my arrival until midnight. Upon reaching around 11.45pm, I filled up the forms and requested for some sort of discount since we will be staying for couple of hours only. He (receptionist) was so rude to us. Rather put into a conversation to be accurate:
Me: Hi, can I ask if I could get cheaper price from advertised rate since its already late night please?
Receptionist: If you are not interested you can find other hotels around. Its peak season and you cannot get at this price. Do you think you can get any?
Me: I understand that, but is it possible to consider. I have a new born baby as well and unable to search for hotel at this time.
Receptionist: You offended me. Now, I increase the price to $200/night. Take it or leave from here. I am waiting for you arrive in midnight and you are talking too much. Am not giving the hotel now. You can leave.
Me: No I am not. Am just requesting. But if not possible then no problem at all.

Receptionist insist for me to leave. I kept quiet to avoid from making situation worst by the receptionist. My friend from another car begged him and we were charged $175 that night.
My sister with newborn was shocked with his remarks and unable to sleep whole night. We felt disgusted the way we were treated that night taking advantage of customer that has no choice, increasing the rate as they like and disrespecting customers. We left as soon as the sunrise in morning (just 6 hours) after we checked in.

I wish the hotel management and authorities able to investigate this case and take action against the male receptionist (did not get his name) and refund the charges. If the receptionist not able to wait and provide the hotel room, he could have told us earlier in call, so we could find another motel nearby instead of getting embarrassed. I hope the hotel has some sort video/voice recording as evidence.
This does tarnish the hotel name and New Zealand as whole. NZ is known for being polite and friendly people.