We enjoyed our stay at Simon's Place, however there are a few areas that we feel the owners may want to address:
1. Carpets in the rooms – The carpets in the rooms appear quite worn and would benefit from either replacement or a thorough dry clean. We stayed in two rooms and also saw another room booked by friends, and the condition was similar across them.
2. Televisions in the rooms – Adding TVs in the rooms would improve the guest experience.
3. Breakfast options – It would be great to see more substantial breakfast options available, such as eggs or bacon, rather than the current limited selection.
4. Airport transfer communication – It would be helpful to clearly inform guests in advance if there are transfer charges for airport pick-ups. After several unanswered emails, this came as a surprise.
Front desk customer service – Unfortunately, we experienced an interaction with desk staff that felt lacking in empathy, faka'apa'apa (respect), and tauhi vā (maintaining respectful relationships). When we were asked to pay $50 for a late check-out for my father on the final day—while we were attending family funeral arrangements—the situation was handled in a way that felt dismissive and was followed by laughter with other staff, which was disappointing.
We share this feedback in the spirit of helping improve the experience for future guests. Sometimes playing the long game with customer relationships can lead to returning visitors to both your hotel and
Cheers Hafekasi
