Arriving in hay at 5:30pm with our baby who was getting close to dinner and bed time, we went to check in only to be told that they had no record of our booking, despite us booking over the phone well in advance. We were offered the last remaining room at a discount because the previous occupant had smoked in the room, and it still stunk. We turned the air conditioner on to try and clear the stink but it made it worse.
The lady at the desk was apologetic but made sure we knew it wasn't her fault. She also rang the motel across the road to see if here was a vacancy, which luckily there was.
In the end, we were very happy with the saltbush across the road even though it was 120 instead of the 70 dollars offered by this place for a stinking cigarette room after they lost our booking.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
17 November 2011
As the owner of the Nicholas Royal Motel, I found this review upsetting. We take pride in our motel and ensure all bookings are handled professionally and efficiently. We are a non-smoking motel, and all our guests are reminded of this. However, on this occasion, the previous guest disobeyed the rules and has ruined the room for the next guest. We do not normally let the room out unless the smell has completely disappeared. We apologise to Owen for their unpleaseant experience and we are glad that we were able to find them accommodation in Hay for the night. We look forward to hosting them again.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC