Novotel Swan Valley Vines Resort 4 stars

Customer review rating (ALL Rating) 4.5/5 129 reviews

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Novotel Swan Valley Vines Resort - Image 1
Novotel Swan Valley Vines Resort - Image 2
Novotel Swan Valley Vines Resort - Image 3
Novotel Swan Valley Vines Resort - Image 4
Verdelho Drive, Not applicable, Not applicable, 6069 THE VINES, Australia

Description

Hotel extras

  • Airy contemporary rooms & WIFI available (Not applicable in all Room types)

  • 18-hole golf courses

  • Squash courts, fitness centre, yoga and pilate sessions

  • Lavish breakfast buffet, à la carte dining in Muscat's Restaurant

  • Ideal wedding venues with natural light including outdoor pavilion.

Our accommodation(s)

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Hotel location

Novotel Swan Valley Vines Resort

Verdelho Drive, Not applicable, Not applicable
6069 THE VINES
Australia

GPS:-31.766073, 116.00593

Telephone
Fax +61 8 9297 3333

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Pets not allowed
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.5/5  129 reviews

TripAdvisor Rating  3.5/5  1,190 reviews

Pleasant and relaxing overnight stay with limited eating options

TripAdvisor rating 4.0/5

phil_kirkley TripAdvisor review

Lovely spacious, quiet room on end of block by one of golf greens, where kangaroos congregated and posed for photos at dusk and early morning. Room, hotel, breakfast all good… but the effect was spoiled by the transport caff self service evening catering (Vines cafe - maybe it’s better in the golf cafe?) - bizarre. I was expecting a good restaurant to match the ambitious price of the room. The efficient staff seemed to behave accordingly - ok but unexpected. Perhaps it’s (partially) because they had a wedding reception going on in what websites say is the main restaurant (which I understood has been closed for a while). Just bizarre. The alternatives? Swan Valley reputedly has a few good restaurants, but you'd need to drive from here.

Great Location for Golfers

Customer review rating 4.0/5

Anonymous Couples - Confirmed reviews ALL

We enjoyed our time at The Sebel Swan Valley. The room overlooked the golf course and it was very quiet. Bed was comfortable and we felt at home.

Relaxing stay

Customer review rating 4.5/5

Vicki Couples - Confirmed reviews ALL

We checked into the hotel as we were attending the Red-Hot Summer tour and this was a pick up point for the shuttle bus to take us to and from the venue saving us driving the concert whereby there was limited parking options.

Definitely not for us

TripAdvisor rating 2.0/5

Phoenix R Friends getaway - TripAdvisor review

Unfortunately, this was quite a disappointing weekend getaway. After arriving in the evening with my 11 year old daughter, we had a few bags to take to our room. There didn’t seem to be anyone to offer to even help take your things to your room. The rooms are all quite spread out over the resort - so it wasn’t just a matter of just getting on the elevator in the lobby and being at your room. Next we were too tired to go out in the evening - so we decided to order from the limited room service menu and they charge you extra to bring the food to your room - I’m not sure why you would have “room service” and not be delivering it to your room. The chicken Caesar salad was quite nice and a decent portion. Next, you couldn’t seem to access a lot of the streaming apps on the TV unless you had your own account that you could sign in with - which was quite annoying. Wake up the next day, - after a bit of a relaxing morning around the room…then we wanted to “explore” the “resort” grounds - as we always do in EVERY resort we stay at ALL over the world. This is a golfing resort, yes, but people who don’t golf also stay here… if they are not welcome, maybe let them know. The green grasslands looked nice and we thought we would go for a stroll on the paths and look at the kangaroos playing in the fields. There are NO SIGNS or anything that say for you not to even think about approaching the pathways around the golf course. We have many golf courses around our own house and walking around on the pathways around them, while you may risk a golf ball hitting you in the head, it’s at your own risk. Anyways, we go for a walk… as we are heading back, the old men on the golf course are now playing golf. Now when I say that we literally got abused by every old man, and what appeared to be a staff member (as he looked like he was wearing a uniform) , I am not exaggerating!! Yelling at us for daring to walk on the pathways where there was no one playing golf previously, but now a bunch of them turned up as we were heading back to our room. Abuse over how stupid we are basically to have dared to stroll on the pathways on THE SIDE of the golf course. It ended up with me stating, isn’t it at my own risk if we get hit? And that if there were any signs saying you are prohibited from walking on the golf course, we would have never been out there. Somehow there old cranky, men think that by dragging a golf cart in your hand, it means you have the protection of not getting hit by a ball and you have the right to scream at another person in the vicinity. I came back to our room crying and not wanting to leave the room any more. I emailed the resort while still having to endure another night there explaining the situation and trying to even encourage maybe putting signs to tell people not to go out near the golf course if it was SUCH A HUGE deal. I got quite a mouthful from the person /manager responding - basically also stating that unless I am going to have a full on phone conversation with them, that I can stop bothering them. I am very certain that the manager will respond to this review and go into defence mode, as they did in the emails and be just as aggressive as they were on the emails. I don’t like doing face to face or phone confrontations, I prefer to be able to think about what I need to say and have it in writing as well. The way that the manager replied, pretty much summed up the vibe of the resort. There is no real customer service and forget about trying to “keep the customer happy” or trying to offer something in order to brighten our day a bit after dealing with the attack of the old men. Nothing. Basically, “if you aren’t going to talk to us and let us confront you over the phone, this conversation is over. The mini golf is quite boring and being out in the greenery and not being allowed to walk around, just made the weekend painful. I was looking forward to waking up the next day and packing up and leaving. I’m really looking forward to the reply the manager will leave on this review. You can be certain it will be a defensive, aggressive reply with no concern about how to make the customer feel better. Never again.

Dear Phoenix R, Thank you for sharing your feedback, and we sincerely apologise that your experience at The Vines Resort did not meet your expectations. We understand that the situation with the golfers was upsetting and regret any distress it may have caused. To clarify, information regarding safety precautions around the golf course, including restrictions on walking the pathways, is included in the "What's On Guide" provided to all guests at check-in. This is intended to ensure the safety of both golfers and other guests. While there may not be signage in some areas, we believe it is common sense to avoid walking on a golf course where people are actively playing and hitting golf balls. We also understand that you expressed to our social media team that you found the resort “boring,” but we would like to remind you that there are numerous amenities available, including our swimming pool, outdoor spa, gym, squash and tennis courts, day spa, and dining outlets. Additionally, the beautiful Swan Valley, with its attractions, wineries, and breweries, is just minutes away. Our 24/7 reception team is always on hand to provide suggestions for walks and activities both on and off the property. Regarding the layout of the resort, it is spread out like many resorts of this kind, but the distance from the furthest room to the Vines Café is only about 30 meters. We are sorry to hear that you found this walk to be too far. Concerning the room service charge, we understand your frustration, but this is a common industry practice that helps us maintain a high level of service. During your stay, we made several attempts to reach you via your mobile and room to discuss the situation as we were genuinely concerned and eager to resolve the issue. Nothing was mentioned at check-out either. However, as you mentioned, you preferred to communicate in writing, which unfortunately limited our ability to fully investigate the incident in a timely manner. Regarding the golfers, we would like to clarify that they were not resort staff, but rather members of the general public. We wanted to discuss further details with you—such as whether they were members of the golf club, the time of day, and which hole you were on—to better address the situation, but we were unable to do so without a phone or in-person conversation. You stayed as part of a group that has been attending the resort for many years, and we received no other complaints from the group during your stay. We have also discussed the situation with the event organizer. When asked what compensation you would like, you requested a full refund for your two-night stay. Given the circumstances, we feel this request is unreasonable and unwarranted. We strive to provide an enjoyable experience for all our guests, and it’s disappointing to hear that we did not meet your expectations on this occasion. We were keen to discuss the situation further to address it fully, but without more information or a willingness to engage, it was challenging for us to resolve the issue as comprehensively as we would have liked. Warm Regards The Vines Management

All marketing Hype - little substance

TripAdvisor rating 2.0/5

Gav_57 TripAdvisor review

Poor customer service - not one smile from any of the staff over an entire weekend. Compared to what we got from staff at the Novotel Bali Nusa Dua 6 weeks ago - polar opposites. And they would not offer discount based on our Accor membership! Their food was below average, rather find a restaurant close by if you want good food. The whole property looks and feels tired (except the gold course), and many of the staff seemed like they'd rather be somewhere else. We won't be back there in a hurry

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Price from: 1 night for 1 person in the room category identified within the same price range, excluding additional services and breakfast. This refers to the lowest public price, including all taxes (Some taxes may be payable on arrival at the hotel (for example, tourist tax), depending on current local regulations.) for the accommodation concerned, found on https://all.accor.com/ site today, for a one-night stay in the next 20 days. Varies according to period and availability. The price is only guaranteed at the time of booking. All bookings (foreign) are payable in the local currency where the hotel is situated. Only the amount confirmed during the booking in the hotels local currency is guaranteed. An estimated conversion in your local currency may be given for reference but is not part of the contract. Your bank may charge you bank fees and/or exchange fees at the time of payment.