I was a guest at The Remarkables ‘Lodge’ I use the term loosely as I have stayed in better hostels than this.
I booked The Remarkables Lodge for its luxury features (spa, sauna etc) and because it had a relaxing, upmarket cosy feel and was out of the hustle and bustle of Queenstown city center. I was recovering from cancer and had booked my trip to NZ (I am from Adelaide) as a nice way to recover and this has been the most horrible experience ever. I booked for 2 nights and only stayed 1 night.
I have been unable to use any of the amenities as advertised on there website.
Further details listed below:
•pool unserviced
•tennis courts covered in weeds
•spa and sauna door locked our entire stay (when we asked staff to access they said unfortunately the day before a guest broke the spa...we have been here two days there was no guest using it the day before)
•continental breakfast consisted of stale bread and cereals that are constantly left out the whole time
•breakfast condiments have been left on the table for two and half days unrefrigerated
•at communal breakfast all guests are asked to pile their dirty dishes on a dinning table in another room
•there was a staff member with a sleeping bag sleeping in the guest lounge from 7am (when all guests are at breakfast) and was still sleeping there at 1030am
•carparking area applauding
•visible bags of rubbish along side of accommodation
•I was wondering why the restaurant/dinning area was not functioning...looks like somebody has turned it into a gym instead (this violates health code)
•room was not serviced
•could never find any staff to ask for assistance for anything including extra toilet paper

These are just some of the issues I encountered on my first day there and ended up leaving and not staying the second night.
After seeking a refund for both nights and after hours of persistence they refunded 1 night only. A staff member then told me they were closing down in 14 days. I asked them why I was not informed that the Lodge was being closed down and given an option of refund at time of purchase back in April. They smirked and just walked away. This is completely unacceptable.
The hotel was run by an Indian family who had no customer service, no idea how to run a lodge, provided none of the advertised amenities and had closed the lodge kitchen and were just living in there. I believe they are also putting fake reviews on travel sites.
This accommodation put a huge damper on my trip and I would hate others to experience this hell.

I have photo evidence of all above mentioned dot points but unable to load, I will email them through.