Quest on Johnston

Tidy rooms. Very friendly and accommodating staff. Perfect location for roaming around cbd.

I stayed here in 1st November 2025 for 1 night for my stop over for a roadtrip to the south island. I left early and accidentally brought the room key with me in my carabiner. I called reception and mentioned I accidentally brought the key with me as I was rushing that morning headed to the ferry. The receptionist mentioned that She charged me $450 for the key, but it would be refunded if I returned the key when I return next week. The receptionist confirmed this with her supervisor. I had my wife listening on loud speaker. So given that both staff confirmed this and I trusted the integrity of Quest as a national brand, I thought all was good. I return the week later with the key and the receptionist took the key and mentioned that I will omnot receive any refund as promised because they tried contacting me through agoda. I booked through booking.com and showed them that I have not received any email text or call from them. So I was disappointed and requested a manager. The supervisor Alam came and mentioned that they will bring it up with their manager. Their supervisor and manager are aware that their staff, receptionist and supervisor, gave their word that I will receive my refund if I were to return the key. But the manager I talked to named Manjit said that her staff made a mistake and tried to contact me. So she said she wont give the refund despite her staff saying so. I appealed for a resolution. Manjit resorted to refunding me $100 out of $450. I accepted this as settlement but was very disappointed by how this was handled. I worked in hospitality before and if staff especially the receptionist and supervisor verbally commit to a refund then management should honor this and stand by her staff. Unfortunately, that's not how management managed this situation. A lot of blaming staff and the customer i.e. staff made a mistake, i as a customer was uncontactable. Its funny how they cant contact me but they have my credit card details ey. I believe I deserved a full refund and that the charge of $450 for a key was extortionate. I have supported the quest company over my travels in NZ but this has left a negative impression on me and my wife who meant to enjoy travelling thsi beautiful country. I hope this goes to upper management and I hope I get my money back. Otherwise, I will steer clear from quest Johnston and all quest establishments. Ill accept either the appropriate refund or accomodation credit.

Clean and comfortable room. Slightly north of the main Cuba Street Mall but walkable along the front or the interesting streets. Good facilities in the room. Comfortable bed. Good shower.