Emerald Hotel Gisborne

The worst accommodation available in Gisborne, the roofs are covered in bird feces as well as the private balcony of the room that we were offered, let's not forget the feathers and leaves that you can enjoy if you wanted to have a swim in the main pool.
Rips in the lounge suite, broken taps in the bathroom, no air circulation while not in use, so there is a vile musty, stale smell in the room. The sarcasm presented by Lisa the receptionist/manager is disgraceful as she was insisting that she would place us in a very very nice room with a discount applied and a total cost of $200 for the evening. Would not recommend wasting your money at this complex.
With all that being said I enjoyed a lovely evening stay at CAPTAIN COOKS MOTORLODGE.

Well located, huge rooms. Getting a little tired in some aspects but a good cleanup and she'll be back to its former self.

Well located hotel, very rambling building, spacious rooms. Very welcoming reception staff. Convenient parking, albeit tight.
Unfortunately the bathroom drain smelt, and the WC was not clean.

I'd like to think the rooms were at one stage pleasant and well maintained.
Half the lights in the room we stayed in did not work and the air was stale. The side of the bath / shower was dislodged. The shower flooded the floor and ran cold at peak times. The bathroom exhaust fan vent was thick with filth. The carpet in the lounge was heavily stained. Nearly all of the Sky TV channels were "unavailable" with a prompt to "contact your service provider for access". The one channel that was available (Sky sports 1) kept dropping out when screening "high demand" programs. The kitchenette was missing crockery and cutlery items while the wardrobe was equipped with only one coat-hanger.
At $200/night we didn't expect to encounter these sorts of issues. However we do expect to never stay at the Emerald again.
On a positive note, the bed was comfy, the air-conditioner worked and the staff were friendly.

The lady behind reception was lovely, but that’s unfortunately the only positive thing I have to say. Corridors were dark and dingy with extremely stained carpets and signs hanging off the walls. Elevators weren’t working. My room also had lights not working, stains all over the carpet, dust and dead bugs on the carpet, only 3 TV channels worked (no Sky ones as advertised). There was toilet paper in the toilet when I arrived - unsure if it was cleaned before I checked in. The bathroom fan was incredibly noisy and kept me awake all night. The second night, the fire alarm went off at midnight - a small fire in the kitchen of the restaurant (which hasn’t been open for months!) While talking to the other patrons while the firemen did their thing, interestingly enough we all had horror stories about our rooms and many stated that they only stayed at the Emerald because everywhere else was booked up. Mine was a corporate booking for work - I will be speaking to our travel booking staff and advising to take this hotel off of our books. Biggest dive of hotel I’ve ever stayed in.

This place was mostly yuk. Most important is the website holds false information. I chose it because of what the website claimed. No daily service. Bistro on site was closed. Not boutique or integrated hotel service. Great staff though, I offered feedback, staff were understandably embarrassed and as accommodating as they could be. I didn't encounter the Manager. On the first day I was offered another room, however that major components would have been the same. I Do Not recommend Emerald Hotel.

I am very disappointed with my stay. The reception staff were friendly, but the hotel was run down and smelled musty. The lift wasn't working, so I had to carry bags up three flights of stairs.
There was a carpark, but you had to walk down the ramp to access the hotel.
The restaurant was closed. No milk in fridge. Very limited cutlery, no dishes if you had takeaways.
Water from shower went everywhere.
Very disappointed as I was excited to be staying there.

My wife and I had a two day booking over a long weekend for a wedding. We flew down and when we walked into the hotel, you could smell dampness. When we got to the counter, we were told we couldn't stay due to flooding in the hotel which damaged the computers and the door lock access to the rooms. They assured us we wouldn't be charged as I hadn't given them my credit card details although they did have access to that through booking com. We managed to find somewhere else to stay at short notice and a week later discovered that the Emerald Hotel had charged my card for the two nights. The Emerald Hotel never refunded us no matter how many calls we made requesting them to do so. In the end my bank was able to do a chargeback on the credit card to get the money refunded. Theft is the only way to explain what happened to us as they had ample opportunity to refund, promptly. No apology was given.

DO NOT STAY HERE. I was double charged for a room- and employees refused to provide a refund after countless requests. Had the hotel owner enter my room during my stay believing it was empty. Facilities were also tired and service non-existent. 0/10.

An absolute DIVE. The pool was filthy (the water was green - maybe that's where the Emerald bit comes into their name!?) and literally had a garden hose running into it. The spa was stone cold. Reception lied and claimed that it was cleaned that morning and they'd forgotten to turn it back on. I spoke to a cleaner later who said the heating had not been working for ages. It's false advertising to continue to promote this as a feature. The whole hotel is old and so, so very tired. Basic maintenance is neglected e.g. The carpark door is broken and is either wedge open or locks you out (apparently this also has been the case forever.) I could list many dozens of other examples. Staff are undertrained and disinterested - you will be routinely ignored while they chat to each other or finish some non essential task. I'd have to be truly desperate (as in the only alternative is cardboard box down by the river) to go back.

The hotel room (riverside deluxe room) was full of mess, beer bottles under the table, dust everywhere, spiders and other flies on the walls, and a stinky smell out of the toilet/ bathroom as soon as we checked in. We reported that to reception with photographs but no response even after 3 reminders and 3 hours of wait. We requested for 2 single beds a month before when we made the booking and were assured that we will get it. We had to do it ourselves when we reached there from Auckland after 7 hours’ drive.
Finally, the receptionist came after 3 hours to offer help separating beds but for cleaning we had to wait till next morning. The restaurant was closed in the first week of January which was not informed, and we found out when we reached there hence, we had to go out each time (Breakfast, lunch and dinner) for our 3 nights, 4 days stay. And every day when we came back after some activities, we were not able to open the room door and had to get the key reset from reception every day. Didn't see those issues anywhere else with so pathetic service.

To apologise, the manager offered 15% off for the stay but she was not able to return the money on the card back (tried at least 10 times in front of me) as she was not authorised to make a return transaction. So, she asked me to give her my credit card details and promised to make it the next day after we left which she did.
But now after 3 weeks without talking to me they took $685 out of my account (No authorisation to do so). And now they are not picking up my phone and not responding to my last 4 emails. I have raised the fraud case with the credit card company and will have to involve the police too if not resolved.
Will never ever go there again.

I wish I’d read all the bad reviews… sadly I’ll be adding to them. NOT anywhere near a 4.5 star standard and hideously overpriced for a grotty, unkempt room. Numerous stains, hair and blood on the doona, filthy carpet, bathtub/shower broken and leaking badly onto floor, tv only working intermittently… just to name a few. I appreciate the fact that all businesses are suffering a lack of staff but surely management and proprietors should take note at the amount of very poor ratings the venue is getting. This is a very tired, sad building in dire need of maintenance and thorough cleaning. Would not recommend and will not be back.

A very disappointing welcome at the hotel, staff inexperienced and didn’t have our two rooms as booked.found us a replacement room which was dingy with no working tv, stained carpet and a light fitting dangling out of the ceiling. The pool isn’t heated as advertised and the restaurant was closed throughout our stay. Minimal crockery and no microwave also. Despite several requests to move us to a better they weren’t able to due to being fully booked. The place needs updating and staff need support to address booking issues and customer complaints. The only saving grace was the nice receptionist who tried her best to help. Sorry Emerald Hotel, we won’t be back

Very poor service. Room keys not working for two days. Restuarant is closed. The room in not service and new towels are put in a bag and left at the door. The reception staff state there will be a discount but there in no process offered. No management staff in view. The reception desk was not manned at 7.00 am in the morning. WHO DO YOU COMPLAIN TO?
DONT ADVISE VISITORS TO STAY HERE.

The Hotel room was rooomy for 4 people. Did lack cutlery & plates. No laundry available had to walk 4 blocks on the main st then cross over a back street to laundry, best one and closest. Locked out of motel, cause room card could fail if near a phone or just not work and yep no entry even via carpark. Had 2 wait for some one to enter (11: 45?)
Afterhours number rung 5, varied times, answering machine. No return call or reply the next day.
Apparently no one informed a staff member that reception was unmanned. The next morning upon reporting the events the manager was very apologetic and offered a discount on our proposed extension, we thanked her and would confirm later. When we went back to confirm another lady was there. No discount, complained about the manager "she has only just started in the job and doesnt know anything like I do cause I've been working here for years" Her conversation was ignorant and arrogant to the point of disrespectful to her manager to whom I would of warned the manager of this narcissistic woman. Very unprofessional in all aspects. This woman should be limited in her contact with guests if this Hotel is to survive.

Awesome we were only there visiting family. They allowed us to bring food entertain the children in the pool area and very inviting. However the spa was cold?

Didn’t enjoy my stay at all. Looks lovely online but in person it was horrible.
First of all, check in took forever.
The tv in our room wasn’t working at all.
Our bathroom had no hot water.
Our fridge didn’t work.
I rang reception in the morning to give our room a quick service but they didn’t come.
The pool and spa wasn’t heated as stated on the website.
Overall bad experience, stayed 2 nights and paid 250 per night. Not worth it at all!

The staff need training on friendliness. No smiles or thank you, this is an hospitality industry so very poor. Food was all too spicy at the 2 dinners I had. No option for basics more suitable to an older person. Loved the very large rooms, bed comfortable, shower great.

Staff in reception are very hospitable
helpful and polite.
Bristol bar beautiful meals,
and the staff going out of their way to help.
Accommodation excellent
as well as the staff very helpful.

Distressing. Poor signage, I ended up following a sign down towards the carpark, walked through the door in to an eerie corridor with no lights and the door locked behind me. While holding my 4 month old. Lucky there was reception so I could call my husband, upset but he found me. When I came back from an event after midnight my swipecard didn't work going from the carpark to the building! 20mins I spent trying to call the number and kept reswiping. Felt unsafe. Called my husband, who had our baby in the room then realised he can't leave the baby to open the outside door for me (1st time away from baby), 100% fair, so I said I'd sleep in the car. Felt extremely unsafe and vulnerable. He ended up coming to open the door, tested his card while I was inside and it didn't work. Realising that our cards may not work to get back in to our room, panic. Thankfully it did, and our baby was still sleeping. But extremely distressing