We came to Auckland for a family holiday. We booked in to stay for 6 nights and on the 3rd day, my children played with kinetic sand and left it on the floor as we were in a hurry. When we came back, the reception called us and said we had done "damage" to the room and they have a video of it. I went to the reception to have a look and the guy at the reception was condescending and rude. I explained that it is kinetic sand and it does not do damage. They vacuumed it and charged us $172. From that time on, every time we called reception or order coffee, they never failed to ask for the payment. We felt very uncomfortable and harrassed. The duty manager quoted us $240. Very inconsistent and also condescending. We paid the charge and whilst we were still checked in. This is a ver frustrating and disappointing experience for someone who uses Holiday Inn every time we travel (to Queesntown especially).
Horrible customer service. It ruined the mood of our holiday