A traveller to a Rotorua motel is outraged after finding the place in a disgusting state. She asked for a refund for the $200 a night fee but was turned down by the owner. Reviews of the accommodation online also paint a very unclean picture. Consumer NZ's head of research Jessica Wilson joins the programme to tells us what customers can expect in this situation and what they can do if they feel they've been let down.
Photo: RNZ / Cole Eastham-Farrelly
