My husband and myself enjoyed a lovely couple of nights away back in June at this hotel when we stayed in the spa room,so we decided to take another mini break away booking 3 nights with Hotels.com but then ringing up to book an additional night to extend our stay. ( Friday to the Tuesday) Our initial experience had found the place to be clean with great customer service from the owner/ manager Helen so we looked forward to the same again. We had booked the Cedar Cottage as this looked very quaint and was available for the length of time required. What a mistake this was! The room was very small (website pictures misleading) and was quite old and more like a glorified bungalow! Whilst the linen and bathroom were very clean there was clumps of dust on the floor and web on the ceiling. The floors would creak and shake as you moved around the room and given their bungalow had accomodation for another couple, privacy was difficult as each could be heard moving around the room and talking. The steps to the bungalow were not that stable but the ramp on the other side felt more secure. The fridge door in the room could not be opened completely due to it hitting the bedside table making it difficult to put things in there ,and whilst in bed,a hard lump could be felt in the upper back region. This turned out to be a hard plastic box that was part of a very old electric blanket that may have been a double size on a queen bed given the location of this hard lump! Needless to say l approached Helen to see if another room could be arranged .Helen stated she would see what she could do stating she was aware we were returning guests and appeared to want to keep us happy. Helen advised that there was nothing available on the Saturday but she could have a room for us on the Sunday. We validated that given the time of year it was understandable that the resort might be fully booked and were grateful for her efforts. On the Sunday we approached Helen again and were advised there was a room but there would be nothing for the Monday. We agreed that we would cancel the additional night to be reimbursed and Helen stated that she would fix matters up in the morning, especially as we also had $40 owing for breakfast. To our delight we were given the spa room. We know that this room can come at a greater cost but felt that under the circumstances Helen may have wavered this, especially as we now had to cut our visit a day short and to date not had such a great experience. We would have even split the difference. Again.....very wrong! Imagine our surprise to be told that with the cost difference of being in the other room and breakfast made us now even. Helen we paid Hotels.Com $418.65 for 3 nights and you directly $122 for an extra night we did not use. That’s a total of $540 less $40 for breakfast meaning we paid you $500 for 3 nights, 2 of those in a 2 star bungalow! We feel totally ripped off!!! We are very saddened and disappointed by your apparent greed and lack of customer care. We will not be returning on principle as we are well aware that there are a great selection of other accommodations that hopefully will show more regard and care than your hotel has. …
I have just stayed here for three nights in a super deluxe queen room. It features a four-poster bed (with quite a firm mattress), microwave and two-person spa. It's situated at the rear of the property away from noisier family suites. The room was spotless and cleaned unobtrusively every day while I was out and about. The receptionist was lovely. The only thing that was a bit disappointing was that the onsite restaurant was closed due to COVID but that's the way of the world at the moment. Overall I was very satisfied with my stay.
Rooms are spotless and clean and they have all we needed. They also have a pool which is fantastic. Great food, we had breakfast at Sanctuary House Resort each morning, excellent food and excellent value. The staff are absolutely lovely and so helpful and kind. Definitely highly recommend in every way. Healesville Sanctuary is only a couple of kilometres away at the end of the street from this property. Brilliant!!!
The place is gorgeous and the receptionist Hellen is really lovely. Very attentive, concerned about the spotless clean room and bathrooms. It’s very comfy and the service is the example of how to actually host a visitor. So grateful for have stayed here!! Loved it! Wish you guys all the light and a tremendous success! I also would like to mention I didnt make a booking i actually arrived last minute and Hellen was still so accommodating and friendly.
We came to Healesville with friends to see Elton John at Rochford Wines and chose this Great Place to stay for two nights. Set in Beautiful bush surrounds in a quiet location this accommodation suited us perfectly. Our Hosts were very friendly and made us feel welcome. We ate at the restaurant for tea on one night and were very happy with the service and food. We had breakfast on both mornings and again the service and food was Great. We stayed in a Deluxe Room which was very clean and comfortable. We will definitely stay here again if we return to Healesville.