Avis Moana Lodge - Hostel

Castillo, I am sorry that our backpackers did not provide you with a pleasant and enjoyable stay. We aim to ensure all guests do have a pleasant stay, including our shared bathroom facilities. In addition, we take quite a number of steps to ensure each guest gets a good nights rest. However, this in part is influenced by the behaviour of fellow guests, where we encourage them to be considerate and respectful to other people within the hostel. It seems that your neighbouring guests were not considerate, and we do provide an out of hours contact phone number for you to call us for precisely these types of situations. Once again our apologies for your less than ideal stay.

I am sorry that you found our backpackers to be not quite at the standard you had expected. We are a backpackers and not a hotel, and there is a key distinction between these two types of facilities. Possibly that level of expectation, of wanting it to be a hotel, contributed to your less than ideal stay. With regard to our facilities, they are kept clean and tidy, and all our shared communal areas are cleaned at least once a day, if not more often.

Glad you like our excellent location, and I am sorry that you must not have seen that we have in total 3x separate bathrooms and 3x separate toilets located upstairs, plus downstairs 1 combined bathroom and toilet. With this number of bathroom facilities we find that it caters well for all our guests.

Sorry to hear your experience was not that good. However, I need to refute a number of your comments: 1. We do keep our facilities in very good order, as many of our other guests attest to on their numerous reviews. 2. Our facility is not rented out to the Government for social cases. However, as we are within the accommodation and hospitality industry, we have a wide range of guests staying with us throughout the year, for various reasons. This includes people on holidays looking for a beachfront location experience, backpackers, corporate and business people, sports teams, and people requiring accommodation to attend larger, local events held in Porirua and Wellington city. This shows that we have an absolute mix of clients across all these different categories, and the proportional mix of people staying at any point in time will vary. Our aim, regardless of who is staying, is that we want to provide a pleasant and enjoyable stay for all. 3. As we do have a range of guests, this can also include couples that are staying, that end up being in a domestic incident, that require quick and effective management of a situation. We cannot 'vet' guests prior to them turning up at our facility, and so sometimes we have to manage situations on site, as they occur. In this circumstance, be assured that the male was promptly escorted off the premises. I think our staff handled the situation very well, sorted it quickly, and it is certainly something we do not tolerate at all. 4. We try to provide an exceptionally clean facility, and can only but apologise about the items under your bed. We have brought this to the attention of our cleaning staff, as this is not acceptable to us. 5. I can appreciate with the incident that occurred that you felt somewhat uncomfortable, but please be assured this was a one-off incident.

Please be assured we are highly focused on keeping all our bedding and mattresses in excellent condition including hygiene and the presence of any undesired critters. We keep a very strict and regular watch on all aspects around this, and as soon as we are aware of anything at all like this, we are quick to address and rectify the problem. On a separate note, I'm sad to hear that our staff did not show to you our standard level of being helpful and friendly, and for that I apologise. We take great pride in being a 5 star backpackers, and that includes all aspects regarding our on-site hospitality and service.

Thank you for your feedback, and we love to hear that guests had an enjoyable and pleasant stay. That is exactly what we strive to provide!