Pullman Rotorua

Extremely Unprofessional Service and a Serious Security Breach. My experience at Pullman Rotorua hotel was profoundly disappointing. The consistent lack of professionalism, particularly from the front desk staff, points to a severe failure in both training and management. The issues began at check-in, they spent over 10 mins and I’ve being asked twice for the passport to check my name. After receiving our room keys, we found that we had been assigned a room with twin beds instead of the confirmed King Size room I had booked. We returned to the front desk with our heavy luggage and presented our booking confirmation, which clearly showed the Pullman logo, a valid order number, and the "King Size Bed" room type. However, the front desk manager, Annabelle, was dismissive and unhelpful. Without thoroughly checking our reference number, she insisted that her system showed a twin-bed room and that was to be considered final. She even went so far as to claim that our confirmation letter—with the Pullman branding—"was not issued by this hotel." Despite our attempts to explain that we booked through the official channel, she made no further effort to verify the information and simply stated that King rooms were fully booked for the night. With no other option, we reluctantly accepted the twin-bed room. The situation escalated alarmingly within ten minutes when two strangers used a key to open our door. I was in the room changing clothes, and both parties were rightfully shocked. After a long day of travel, this was an unacceptable and frightening security breach. We went back to the front desk with the other guests, who had been assigned the same room. It was only then that the root of the problem was uncovered: the staff had misspelled my name, leading to a duplicate room assignment and the wrong room type being assigned to us. It was only after reconfirming my name that Annabelle realized the mistake and saw that my original booking was indeed for a King room. The only compensation offered was to waive my parking fee. The conduct of your staff was highly unprofessional. When problems arose, their approach was superficial and dismissive, with a clear pattern of deflecting responsibility—blaming the system, the booking confirmation, or other colleagues. This failure to take ownership, coupled with a grave security lapse that compromised our safety and privacy, is completely unacceptable. It has fundamentally eroded my trust in your hotel's ability to provide a secure and professional service.

Very happy with my stay in Pullman. All good.

Great location and tons of breakfast options. Very accommodating to my wife’s gluten allergy. Highly recommend