I've honestly never had such terrible/disappointing customer service. I was so excited to go to Wanaka, we decided to book when we arrived in Tekapo, but the next day the roads were closed so we had to drive home. I assumed the motel would refund the amount since it wasn't under our control and had been a last-minute booking anyway. Instead, they said I could rebook for another day - problematic since we live nowhere near Wanaka and I'm disabled (it takes a lot of planning to stay somewhere new). I asked again for a refund as this aligns with the Fair Trading Act, and they refused, saying I could only rebook in July. So I tried that and found they wanted to charge me double the original amount because it was a 'busy month' for them. I will be taking them to the tribunal because $200 may seem like nothing to them, but it's a lot of money to lose for me.