Wife injured by a broken shower tile — owner admitted the cause in writing, then denied everything and refused any compensation
We paid over NZD 1,000 a night to stay at Grand Suites Tekapo (Room 6, early October 2026). On the morning of 3 October, my wife's foot was cut open by a loose, sharp tile corner on the shower base step — a deep cut to her middle toe that also damaged the toenail. She could barely walk for the rest of our New Zealand trip, and we had to cancel several planned activities.
The owner initially apologised and acknowledged the cause in writing: the tile corner "has opened over time" and "water has worked its way inside the tile grout", promising to inspect and repair all shower bases.
But when we requested a 50% refund of our stay — a measured request, given an injury caused by a maintenance failure — he reversed himself completely. His reply: they were "not negligent", my wife had simply "slipped", he "still cannot understand how she could have done so", and "we will not be providing you with a 50% refund". Not a partial refund, not a goodwill gesture — zero compensation, with the blame placed squarely on the guest.
At over NZD 1,000 a night, guests are entitled to expect a safe room and an operator who stands behind it. We received neither. One star.