Grand Mercure Puka Park Resort

"rom at puka park"

22nd April 2012, taupo

hotel tired needs a refresh broken things in room and deck, rotten timber uncovered light fitting comfortable bed , very dark in reasurant, no view crowed with trees, nice staff first night thoughtful second night average no room for dinner as only serving small groups at one time

Management responseDear traveller, Thank you for your feedback on the resort. We have started to upgrade some of our facilities but will move into a full refurbishment so that guests came enjoy the Coromandel in comfort and peace .We do hope that you will try us in the future. Thank you also for your feedback on the restaurant and the staff. I will follow up on your comment about the second night with my restaurant manager regarding your booking. I do hope you will try us again in the future so that we can better serve you.
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"In the treetops"

21st April 2012, Katikati, New Zealand

Lovely chalet's in the treetops of the NZ bush. The bathroom was nice and clean and had a lovely shower. Everything was clean accept the sliding door cover, it's like a door used as a curtain. It was extremely dusty, i don't think i'm being picky, i have asthma and it would have been impressive to at least see someone having a go at making sure its reasonably clean. However, the food at the restaurant was absolutely divine, and the staff were wonderful. I had the duck (though the menu changes often), it was beautiful and my hubby had the pork - the size of a mountain, he couldn't even fit dessert! Service was great and we did enjoy our stay very much!

"Overall Good, but could be Excellent"

21st April 2012, dianne_atkinson, Rotorua, New Zealand

Following some poor reviews, we were pleasantly surprised. The standard of service is excellent, friendly and helpful. The standard of food in the restaurant is very good. We would also like to commend the groundsman as the grounds are very well kept, no mean feat when the whole complex is within a native bush canopy. We were very happy with the chalet we were in. The only negative is the tired nature of some of the fittings both in the accommodation and the restaurant, which I understand are in the process of refurbishment.. Given that aspect, we feel the nightly rate is at the top end.The location is within walking distance of a beautiful beach and coastal walks. We do plan to return.

"Not what we expected....................."

20th April 2012, 968kiwi968, Kawerau, NZ

Although this resort is in a fantastic location and the set up and design is fabulous, we felt a little let down.It was very expensive in terms of the overall experience. The rooms although lovely are in need of a good spring clean, attention to detail was a little lacking i.e not enough milk to make more than 2 cups of tea, range hood in the room had a rancid grease smell to it. The resort itself is over all looking a little tired.The staff how ever are fantastic and very friendly, what you would expect from a resort of this kind. It is a great place to stay with a family and the pool facilities were awesome.The food was okay although I felt a little expensive for some of the dishes on the menu which were fairly average. Kids menu was fantastic with great alternatives for fussy children and they were more than happy to accommodate kids needs.Overall we had a good time but felt that the nightly rate was too expensive and probably won't go back to stay. We were quoted one price for the night and charged and extra $140 so called upgrade fee on top of what we were quoted. I did query this at the time but got nowhere.Overall a relaxing atmosphere,friendly staff, great happy hour at the bar and awesome location.

Management responseDear 968kiwi968, Thank you for your feedback on the resort and its facilities. Thank you also for the great feedback on the staff. We have been working on guest service with all our staff in the hotel, emphasizing that the guests are number one priority and we need to look after them. We have started to upgrade some of our facilities but will move into a full refurbishment so that guests came enjoy the Coromandel in comfort and peace. At the moment I do have my housekeeping team focusing on a deep clean throughout the hotel to bring the rooms to a higher quality. I do hope that you will visit in the future to see the changes.
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"Puka Park Perfect"

14th April 2012

From pur spacious chalet nestled in the lush trees and ferns to the fantastic service at the main lodge and delicious food and great service at the restaurant, our stay was perfect. Thank you to all the staff at puka Park at Pauanui.

Management responseDear Traveller, Thank you for taking the time to post your feedback your after stay. We are delighted that you enjoyed the chalet and resort facilities, in particular the food and great service in the restaurant. Your feedback is greatly appreciated, as it assists us in the constant monitoring of guest satisfaction. We hope to see you again soon.
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"Puka Park - Easter 2012"

12th April 2012, Auckland

Very quiet and secluded spot. Good place for a quiet relaxing weekend. Restaurant dinner was excellent. We left some chips in a bin outside on the balcony and had a visit from an oppossum who stood there and ate the leftovers. Very amusing to watch.

Management responseDear Traveller, I would like to thank you for your feedback and we a glad to see that you had a relaxing weekend. The possums are lovely to watch and it's nice to see them come so close. We look forward to seeing you again in the near future. Tim Browne General Manager
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"my pauanui Beach Experience and whitangia"

11th April 2012, Auckland, New Zealand

Nice location and very nice roomsFirst hotel with a dvd player didnt feel like it wasjust a room but moer like a cabin or s c u in the woods very nice

Management responseDear Traveller, Thank you for taking the time to post your feedback. We are happy to hear that your enjoyed your stay at Grand Mercure Puka Park and look forward to seeing you again soon. Tim BrowneGeneral Manager
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"A relaxing piece of paradise!!!"

6th April 2012, Sydney

I would really reccomend anyone who want s relaxing holiday to come to this resort! It is tranquil, relaxing and an escape from the every day!

Management responseDear Traveller, I am pleased to hear that you enjoyed your relaxing stay with us and your recommendations are appreciated. We look forward to seeing you again at the Grand Mercure Puka Park.Tim BrowneGeneral Manager
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"Great place except for the bad smell in the rooms."

31st March 2012, Melbourne, Australia

The only negative thing we found was that the rooms were VERY damp and had a bad almost mouldy smell to them. The carpets felt wet under our feet. We went into to different rooms and both were the same. But the staff were absolutely wonderful and the location was great.

Management responseI am happy to read that you enjoyed your overall stay and your feedback has been passed on the General Manager. We look forward to seeing you again in the near future.
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"An embarrassing representation of NZ"

17th March 2012, Auckland, New Zealand

Accor need to urgently opt out of this hotel or reduce the rating to a 2 star at best. It reflects badly on their brand. As a kiwi, I am embarrassed that overseas visitors staying here will be subjected to this appalling excuse for a 4 star hotel!!! It is so tired and lacking in maintenance and the service in the restaurant is just plain unacceptable. They ended up apologising for stuff ups and we got wine and the next day breakfast without any charge. The spa pool was closed for maintenance, the bicycles were not available as they were being maintained to be ready for the summer season (we are at the end of the NZ summer!!!) and no bathrooms as they are out of stock!!! Service in the restaurant was awful, even though there were only a few guests, the orders were mucked up and we had to remind them to get our drinks. Waited 45 mins for an omelete at breakfast and were told the delay was because the oven was busy???? Not sure how they cook an omelette but I don't use an oven! Had booked on line using my Accord Advantage 'Free Night' but it wasn't on their system when I checked out and they said we can't change that so had to pay $250 just for the accommodation. The entire experience was the worst I have ever encountered. I DEFINITELY WILL NOT RETURN TO THIS HOTEL.

Management responseThank you for your feedback regarding the Resort and please be assured that I will personally address all the issues that you have raised individually with each department. We are in the process of upgrading our facility so that all guests can experience a fantastic stay. My back ground is from a service food & beverage back ground and we have been undertaking training for the staff on attentiveness & service in the restaurant. Unfortunately we let you down twice, both at dinner and breakfast and the wait time I have addressed with the restaurant manager. It is mine and my management’s focus that we will continue to improve service.Concerning the facilities in the resort, unfortunately the spa was out of order for a week while we were waiting for part from Auckland to arrive. We do though have 10 brand new bikes on route to the resort which should arrive in a day or too & the we do offer bathrobes which are on request and can be dropped up to your room by our porter.If you would like to send me your details I will personally contact Advantage Plus to see where the reservation mix up went wrong and get back to you. I thank you again for highlighting where we have let you down but hopefully be able to see you back at the hotel in the future and change your view.”Warm regards,Tim BrowneGeneral ManagerGm@pukapark.co.nz
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"just like being on honeymoon"

14th March 2012, Manukau

We had a really great time. The staff couldnt be faulted, very pleasant, helpfull. The food was devine.Maybe the terrain was abit steep (but research, told us this). We had fine weather so no problem.The pool was lovely, solar heating took more than just the chill off. Probably the only thing, the pillows were too soft and could have done with 1 more. The bed was quite comfy, and the room had everything you could possibly want.

Management responseDear Manukau, Thank you for taking the time to post your feedback after your stay. We are delighted that you enjoyed the apartments and resort facilities, in particular the food. Here at Accor Vacation Club, we place a high degree of importance in keeping our guests satisfied. Your feedback is greatly appreciated, as it assists us in the constant monitoring of satisfaction. We hope to see you again soon.
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"Puka Park"

8th March 2012, Waihi Beach, New Zealand

The location is stunning, the staff helpful and friendly but the hotel, grounds and chalets are looking dated and tired. Definately needs updating to bring it up to the standard that the tariff suggests.

"This could be great but..."

5th March 2012, Hamilton, New Zealand

This is a very nice place staffed by very nice people but it lacked some of the finesse that you would expect for the tariff charged. The chalet we had was pleasent but needed maintenance - the door to the deck had an ineffective lock. The toilet flushed so vigorously that it spilt on to the floor. The desk lamp did not work. The luggage rack had been removed leaving tears in the wallpaper..etc.. On our first morning the resort had no coffee for breakfast. Staff changed our towels but did not clean the basin nor entry waste paper bins. They then left the entry door to the chalet open which we discovered six hours later when we returned.. Food was good. They need umbrellas - on a rainy day its a long way to the chalets - you have to park about 200 metres from your car. I hate to complain about the very nice people who served us but they do need to run a 'tighter ship".Would we stay there again? Staying at Puka Park could be a very nice experience after a little maintenance and understanding that the price they charge requires them to provide a five star experience.

"Time for an upgrade?"

1st March 2012, Auckland, New Zealand

It's been a few years since I went to PukaPark lodge, and whilst the location and the setting are still superb, it's apparent that the rooms and amenities are no longer worth the high-price.Our room had a very musty odour - being in the bush obviously doesn't help, but a damp smell persisted throughout the weekend. The room was clean, the bed comfortable, but with no minibar and a bathroom that had obviously seen better days, it didn't meet the standards expected given the high nightly price.The service was outstanding - everyone was friendly and helpful.Given that the lodge commands a high price, I would have expected a higher standard of room.I don't think I'd bother staying again unless there was an upgrade, simply because the price is so high.

"Excellent Hotel in a sleepy village nestled in spectacular countryside."

7th February 2012, Sydney, Australia

A little oasis, with private lodges located amongst native trees. Dinner was excellent and the breakfast was great. I travel a reasonable amount and the service is a good as you can expect. Talking to some of the hotel staff about the food and they support local producers. This highlighted the character of the hotel. If you want a hotel away from the hustle & bustle this one is well worth consideration.

Management responseDear Traveller, I would like to take this opportunity to thank you for your positive feedback and hope to see you again in the near future. Kind regards
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"Check you're getting what you paid for!"

3rd February 2012, Tauranga, New Zealand

Beautiful place, great food + service in the restaurant was great, but an overall rip off! I didnt get the free sunscreen mentioned in my booking, ALL the mountain bikes were away for servicing which ruined our plans and we werent offered alternative transport, plan B was to treat ourselves with the spa services (since we couldnt go anywhere) only to be told they werent open that day! there were no bathrobes available, the buggy to get around the resort was broken down and there were no room sercice menus in the room! So we paid top dollar to walk up hills to get menus, generally not do anything they advertised and not see any of pauanui at all! Bravo to the lady in the restaurant and the porter who picked us up from the ferry because they were the only ones who actually did their jobs right! Such a shame for such a beautiful place and the best food ever! I suggest asking if all the things they list are acually available before you book to avoid dissapointment! ... oh ...and dont forget to ask for the items in any deal you book!

Management responseDear Traveller, Thank you for your feedback. Your feedback is valuable to us and I have forwarded your comments on to the General Manager so he can take these issues up with the Management teams. Kind regards
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"Food"

27th January 2012, Auckland, New Zealand

Unfortunately the quality of the food has dropped dramatically since our last visit.Other guests agreed with us all many complained to the manager so hopefully the quality and presentation will improve.I would not stay again until this problem has been solved

Management responseDear Traveller I would like to thank you for your constructive feedback, I have passed your comments regarding the food on the food and beverage Manager. Kind regards
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"Paradise in the Bush"

21st January 2012, Sydney

I cannot find one fault with the resort. The cabins, surrounded by the NZ bush, were extremely comfortable, provided us with privacy while being close to all amenities. The restaurant was first class, giving us a wide selection of dishes and a great wine list. The staff were courteous, efficient and friendly and it was wonderful to have such an international staff. Two who impressed us were Ben and Annabel from Paris. We have stayed in several Grand Mercure hotels and this is at the top of the list.