Amenities

Rocation

Stayed in August 2023

Shower was cold, TV didn't work. Very noisy at night

Breakfast was fine, staff were very nice and helpful

Stayed in August 2023

Awful Wi-Fi and generally overpriced.

Location, location, location. And the in house Chinese restaurant is excellent.

Stayed in June 2023

The mattresses on the beds were like sleeping on boards and unfortunately we didn’t sleep well at all due to this.

The staff were very helpful and helped with carrying luggage up the stairs. They also helped booking transport to and from the airport. The breakfast was ok, but I think if you included cereals it would have been better.

Stayed in July 2023

Breakfast was ok, but need to have more coffee and hot water. when requested for more they come back saying it has run out. Fruits inconsistent supplied. Make sure your booking is confirmed via email both from Booking.com and from the hotel as well. My booking was confirmed from Booking.com and from the hotel, but when we arrived, name was not on their computer. They were saying the hotel is fully booked and will check for any room availability. They had to rebook a room and the room that I was confirmed is the same room we were confirmed when booked via Booking.com. The price was not the same and were charged more from the price that was confirmed by Booking,com. There was an increase of $1,000 TOP. from the confirmed quoted price on the Booking.com website.

locations Convenient to the restaurant and town. Lots of parking space for your rental.

Stayed in July 2023

Very noisy. False advertising online! Booked the room o line, then got to the hotel, they said it was full which was not true. Clerk said she'll just get us a room and send others away. I books a room a second time and was confirmed, and the hotel said they were full and that I needed to cancel the room. Not very reliable with their online services. And we got the feeling that they were not very honest. Very u professional!

Breakfast ok. Location in town.

Stayed in June 2023

room was full of bugs; hotel was outdated and not very well kept.

employees were really nice

Stayed in June 2023

Very busy time for Tonga with lots of pressure on accommodation. I moved on last day to another room for an extra night but that was fine as I appreciated having the room. The accommodation was fairly expensive but it was peak season with lots going on.

Very good complimentary breakfast. Great food in the Emerald Restaurant. Staff friendly and cleaning staff very accommodating and helpful. House keeping was very good. Nia gave me an upgrade to Sea View room on arrival which was great.

Stayed in July 2023

The rooms were not good. Visible water damage in the first room, both rooms were musty and had mold in the showers. Limited slow wifi that is only accessible in the lobby.

The breakfast was okay. It was toast, hard boiled eggs, fruit plate, coffee/tea/juice. Location was great. Right across from the harbour and short walk to the main street and market. Staff was very friendly and accomodating.

Stayed in June 2023

The steps. Had to carry our luggage up the stairs.

Staff were friendly

Stayed in June 2023

Morning staff, very friendly

Stayed in June 2023

The toilet seat wasn't attached to the toilet so kept sliding off onto the floor. The sliding door didn't close properly so you could hear all the outside noise, the TV didn't work and the breakfast included in the price was toast and boiled eggs.

The location is good, close to the center of town.

Stayed in June 2023

Despite claiming to provide free WiFi in the room, you can only get it in the reception, and even there it’s slow The rooms are in serious need of maintenance, with even the smallest things not getting fixed it seems (flickering lights, leaking bathroom, leaking A/C), and be careful when sitting on the lobby couches, they are filled with exposed pins Housekeeping is very sloppy (I constantly had to request more toilet paper, clearly dirty towels were hanged back instead of being replaced, they ignored the DNT sign) and the housekeeping staff is very noisy in the early morning Cockroaches and hornets (!) in the room The reception desk was often not manned They claim to be a beachfront hotel, but there is no beach Breakfast is only served until 9:00am

Good location Spacious room and well furnished Comfortable bed

Stayed in June 2023

Bedbugs No wifi Wood bugs- Sand Food shortage

Staff

Stayed in May 2023

Receptionist team were very friendly and helpful.

Stayed in June 2023

shower pressure

the friendly cleaning staff

Stayed in May 2023

The room did not have a fridge or iron for the first day, until we had to request it from the front desk. We were also not supplied with sufficient towels and face towels that was suited for 2 guests in the room after I told the front desk there are two guests. Upon request, one of the staff at the front desk (female) was being terribly rude, she was not warm and welcoming. She then said in Tongan, " this request should be brought forward during work hours, and she is no longer on shift", I asked her to please be kind about the situation. As I walked away, she responded with " Relax, man". This was furiating to see, a staff member in the front desk serving people with this type of behaviour. Later on in the day, Adam was able to apologise to my father for the ignorant and disrespectful behaviour of the female staff, and Tiu o Tui was present. I asked to speak to the Manager in charge, and they responded with " She's not here". I then asked " What is the contact number of your supervisor or manager", and the response was, " We do not know the Manager's phone number". How idiotic is it for the staff to not know their manager's contact details! This was a bad experience and we will definitely not return back, and will share with family and friends the experience and service we received from Emerald Hotel. Please give your staff customer service training.

We loved the location of the accommodation. We also enjoyed the customer service of Tui?Or Teu - young girl from Ngele'ia, aswell as Adam? They were wonderful at the front desk.

Stayed in May 2023

Nothing worked. TV did not work. Bar fridge did not work. The room had prison bars on the windows. Bathroom is old and outdated. The bed was rock solid. Staff did not change our towels in daily housekeeping. Had to ask. No flannels and bath mat provided.

The location is the only good thing about this hotel.

Stayed in May 2023

Booked a “Ocean View” room but given a “garden view” room with a view of a wall and the advertised room was apparently not available. No price reduction. The free WiFi advertised was non existent. Included breakfast was disappointing. Dry toast, half a teaspoon of jam and over ripe fruit.

Staff were friendly. Location is good.

Stayed in May 2023

please be very careful when booking this hotel. they overcharged me by £109 and refused to offer a satisfactory explanation for the overcharge or refund me. customer services at Booking.com were no help

photos were lovely

Stayed in April 2023

The location is really good and had beautiful view. The restaurant there is super good too. The staff were very nice and helpful as well. They were always willing to help whenever we needed anything.

Stayed in April 2023

The staff was argumentative at times and not very helpful. There were cocroaches in my room (first 3 nights i had to stay there) the last night they shifted to good room but it looked like cleaner did not even change the bedsheet. Sometimes i felt the staff was quite rude too. The only person who tried the resolve part of the issues was the manager but rest of the staff was not ok. Overall i would say the place is not worth the money. if you have to pay bit more may be find another accomodation.

The location is central and close to everything. it does have sea facing rooms

Stayed in April 2023

i was requested for a room downstairs but they put me in upstairs not happy about it

i like it but air conditioning should be on because too hot when go sone where come back very hot

Stayed in April 2023

The hotel was a victim of the 2022 tsunami and it was clear that there were scars on the hotel from that natural disaster. however, the scars add character and a story of bravery, so this is not a criticism, simply an observation.

the staff service was excellent, always willing to go above and beyond to help. my children loved the location. we frequently walked across the road to snorkel or walked into town to get food or go shopping.

Stayed in March 2023

none

breakfast was lovely, staff very friendly, safe and clean

Stayed in March 2023