Had a 3 night stay here end of October. 2 nights we booked on our own (no status), 1 night was the start of a South Island Tour. We cabbed from airport, just under $40 NZD. Desk gave us our key and acknowledged our 2 night reservation, we asked if we could stay in the room for the 3rd night, but "your tour didn't book that kind of room, so no". That was fine, I guess. Desk mentioned that they had seen our request for a feather free room and had taken care of it.

First room was in the building at the end of the hall, with a small balcony and pool view. Was chilly out but did see a couple folks in the pool. We wandered the neighborhood down Riccarton road to the mall (malls are BUSY in NZ!) and had dinner on the way back at a hole in the wall Indian place that was cheap and very good. Went to bed early as this was after an overnight flight. Woke up around 2 hours later totally congested due to feather pillows. Replaced pillow with towel and went back to sleep. Reported this to the desk in the morning, very apologetic and promised to fix. Got back from our tour late, had dinner in the restaurant and shared 3 apps that were ok, not great. Went to bed, checked the pillow, it felt like feathers but there are also "fake feather" pillows so figured it would be fine. It wasn't. Complained AGAIN at the desk, they were apologetic but made no offers to do anything other than to fix it next time. I asked them to comp dinner from the night before which they did (was only about $50 NZD) and if they could leave us in the room we were in so we wouldn't have to repack, but that was a non-starter. New room was feather free, thank goodness, in the other wing closer to the front desk.

Service was VERY friendly, just not competent in terms of the feather thing. I'd guess I've had 500 nights in hotel beds over the past 15 years, and have requested feather free most of the time and maybe had three total failures before this. And never two nights in a row at the same place.