Hexagon International Hotel

I had to change my room due to bad smell. No towels given. Tv and electronic are old and remotes don't work.

I, Mr. Shiv Kumar, wish to lodge a formal complaint regarding the unprofessional behavior and poor customer service displayed by a staff as Night Duty *** during my family's stay at Hexagon International Hotel, Nadi. Our booking was made through Agoda on 21/06/2026 (Booking ID: 2024743347), where I reserved a Deluxe Poolside Room that can accommodate three guests. Unfortunately, due to being in a rush while making the booking, I overlooked updating the number of guests from two to three. The intended occupants of the room were myself, my wife, and our 14-year-old son. Upon checking into Room *** at approximately 5:30 PM, the day-shift duty manager processed our check-in without raising any concerns regarding the number of guests staying in the room. However, at approximately 10:15 PM, after returning from dinner with my family, I was stopped at the reception by *** and questioned about the number of guests occupying the room. I explained that only three people were staying in the room—myself, my wife, and my 14-year-old son. *** informed me that the booking confirmation indicated only two guests and that this was against company policy. My concern was why this issue was being raised late at night rather than during the check-in process. The discussion became increasingly frustrating, and I advised *** that I did not wish to continue arguing over what I considered a minor booking discrepancy. I specifically asked whether there was an additional charge for an extra guest and stated that I was willing to pay any applicable fee immediately. I understand that your hotel allows additional guests for a fee of approximately $30 per person. Instead of assisting with a straightforward solution, *** instructed me to contact Agoda and resolve the matter through the booking platform. I found this response unacceptable, particularly from a manager who should be familiar with the hotel's policies and procedures and capable of handling such situations professionally. The discussion continued in the reception area in the presence of other guests, causing unnecessary embarrassment and discomfort to my family. My wife and I became extremely frustrated with the situation. We were particularly distressed when *** indicated that our 14-year-old son would not be permitted to stay with us in the room. As a result, we felt we had no choice but to check out of the hotel and return to Suva late that night. This was especially difficult because my wife and son were already feeling unwell due to the cold weather conditions. Throughout the ordeal, *** displayed no empathy, understanding, or willingness to assist in finding a reasonable solution. Furthermore, while checking out, both *** and the security officer on duty spoke to each other in the iTaukei language and then gave us what appeared to be sarcastic smiles. This made us feel uncomfortable and gave us the impression that we were being mocked. We found this behavior highly inappropriate and unprofessional. When we requested, *** name was dismissive and further reflected poor customer service standards. The entire experience was deeply upsetting for my family and left my wife and son emotionally distressed. Such conduct reflects poorly on the reputation and standards of Hexagon International Hotel. I respectfully request that management conduct a thorough investigation into this matter and take appropriate disciplinary action regarding *** conduct. I also request a formal response addressing my concerns and outlining any actions taken.

We have seen the Hexagon International Motel rise back up into Life after the Covid-19 pandemic which put a lot of 4/5 Star Motels and Hotels in Fiji out of business forever. But the Hexagon is now always packed full, the extension to the guest Carpark is full. The Renovations are still continuing but a lot of money has been invested into this outstanding Hotel Motel. We are extremely very well known and regular guests for last 4 years here. We have stayed probably close to 25 times here and would not stay anywhere else in Nadi. The Staff are absolutely Brilliant, Superb and Outstanding. Marrionne is absolutely Fantastic and Amazing. She is an older Lady who is such a great and wonderful Human Being. True Traditional Fijian Hospitality Comes from her Heart. Location is perfect almost directly backing side onto a major shopping, eating and entertainment centre. Barely 10 minutes drive and no more than 3 kms from Nadi International AirPort. We Would highly recommend Hexagon International Hotel to everyone out there. We Score Them 15 out of 10. Bula Vinaka Sota Tele Motha Andrew and Ruth

I've stayed here before and returned because of it proximity to shops,restaurants and dental clinic I was using,on first checking in staff were great and after I immediately found bed bugs on the mattress I was up graded to a better room which also had 2 bed bugs,as the room was pretty good I went and purchased a can of hit spray and treated the bed myself,no big deal