Novotel Swan Valley Vines Resort 4 stars

Customer review rating (ALL Rating) 4.2/5 78 reviews

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Novotel Swan Valley Vines Resort - Image 1
Novotel Swan Valley Vines Resort - Image 2
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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
  • Car park
  • Pets not allowed
  • Restaurant
  • Wheelchair accessible
  • Wi-Fi
  • Air conditioning
  • Bar
  • Meeting rooms
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.2/5  78 reviews

TripAdvisor Rating  3.6/5  1,204 reviews

Customer review rating 3.0/5

Christopher W. Couples - Confirmed reviews ALL

So from the outset can I just say that,I chose not to leave a headline title and keep my feedback anonymous for use within the accor group.I do not want this to be a broad cast against the accor group, as I have stayed in many great hotels of yours.The vines could be one,one day.. There was not a single stand out issue per se, but a series of incidents that perhaps masks a bigger issue for your team's. This review is not about complaining,it is about an honest appraisal from an accor silver member, (not even mentioned or acknowledged during my stay at the hotel,,not once). Without feedback there is no opportunity to improve ,so . We have stayed at the vines over the last 20 or so years,but not for probably 5 or six years. So returning was going to bring some great memories. Everything seemed fine, I go to check in at the dedicated priority accor memebr area, two rooms prepaid by me for four nights. The checkin process was good, and just required my credit card for incidentals,no problem.. done. Or so I thought. The rooms were great for the offer, we had two rooms next to each other, this wasn't requested ,or checked if it was OK at check in, but yeah.there was plenty of room in the resort to at least ask the question.But the checkin was good. We went and used the bar facilities had a couple of drinks, ordered via the app,which is encouraged all across the hotel. Retired and ordered some room service ,no problems. Next day the four of us go to have breakfast, were greeted and I said four for breakfast, it won't be on your list as I havent a pre paid it, and can I charge it to my room? Oh some thing strange here,came the resonse - the room has a block ,or something similar?? and it can't be added to the room?.the system won't allow it. OK I will just pay with my credit card,and i will need to go and release it at reception after breakfast, to cover any other charges during our 4 night stay.easy. Breakfast, along with the room was terrific,friendly staff and a good offering. So I go to reception later in the day and talk to a reception person,a little ,lets say dismissive or vague, I would say. They said it was the system, tbh I dont care about the system,and I had to try to explain 3 times I had already pre paid for both rooms, some weeks ago, AND I had already provided my card at check in,but anyway didn't seem to resonate, but I was told it was fixed.I said that the other party with us may come and register their card for any incidentals they may generate. No problem.Again no acknowledgement of being an accor member. Should there be,don't know??. Oh what is my name again? I do though wonder if it does have any value at all in trying to achieve and then try to maintain membership with accor?? So we enjoyed the day went for a swim, no towells at the pool,you need to go to reception to get some, really!. So my wife goes to get a couple of towels, 8 people in the line at reception 1 person on the desk, after waiting for 5 or so minutes with not another person in sight (but some, not one can be heard) she goes to the bar next door and asked if the lady behind the bar could help get a couple.of towels. The response of eye rolling and saying something unhelpful is not what should be expected at your hotel.,after this and sighs they went and got a couple.of towels, but seriously what is that rubbish? We went for a couple fo drinks later,again used the app to order, no drinks arrive after 20 minutes, went to the bar , and the young lady there was clearly snowed under, apologetic and overwhelmed, no issue from me here as I did genuinely feel for her predicament. What I do not empathise with is that other staffpeople can walk behind the bar and see the level of busyness and do NOTHING, no acknowledgement,no support, not a thing.very bad look. We later get some food and retire for the night. Next day go for a walk and swim, and take a massage,use the gym, and then later head for another drink in the bar. Use the app to order, and again 15 minutes pass and nothing again, this time i am.in the bar atea and observe.after another 7 minutes i have had enough,I go to bar area ,more people on duty, and it was on and off busy, things die out and I approach a young man, explain my issue,he walks to the other end of the bar picks up a ticket, and says I will get it for you now .no apology,nothing, So I ask what the issue was, oh it must have got missed, it's all good..No it ain't brother,at least acknowledge it. Seriously!!! With no evidence apart from observation,I would suggest this was not an oversight, as a connection the towell issue from the day before was a common thread..I will say no more and leave that, again just an anecdotal observation by me,which may or may not be correct. So we have some more food, and check out, I got to reception the next day, and pleasant trainee there.told.I will again need to present my credit card to pay for a charge on the other room of 10 dollars,ok thats fine ,you can just charge my card. No you need to swipe it again.what is going on..I tried to explain this is the third time about cards and charges, and I have already had my card swiped. No no good (Mr W. is usually the term used) but not this time. So i present the card pay the 10dollars, and yes get told I will be sent a receipt to my email, to which I have still not seen. It is not about using a card here it is about a lack of understanding of your systems, and theimpact this this has in ability for yout teams to deliver a great customer experience. Can I suggest that your team's are not i control and do not know what the vision and message is for its guests should be. Anyway it may be a little detailed, but I want to capture some feedback for you. The rooms was terrific value for money, apart from. The wifi, it is deplorable. The bed was awesome, . The staff, in the bar was mixed tbh, a couple fo stars, but too many passengers, and no support when needed The reception, definitely not enough people when needed, again when one person is out front and it's busy, the people out the back, as we heard and saw should come out front and support. The :system" as its called, wether it be for credit cards, blocking on cards/rooms?, ordering drinks, towells, wifi, room service, should not be given as an excuse, with no acknowledgement and ownership of an issue, it is terribly frustrating to be told it's the system and it's ok.ITS not.. OK.. It's kind of frustrating,so much here to enjoy,but it seems that something integral is missing in the delivery to your customers. is it teamwork,leadership,passion,care,resourcing,training,budgetary, or something else. We will return,not too soon ,but will continue to enjoy our long-standing relationship with the vines,in the optimistic hope that this customer service experience was the exception. Finally this feedback is for genuine improvement to the vines, not retribution. Thanks again Best Regards Chris W.

Customer review rating 5.0/5

Jamie &. P. M. Business - Confirmed reviews ALL

all aspects were amazing

Customer review rating 2.0/5

Brooke J. Families - Confirmed reviews ALL

As always the amenities (Pool, cafe, mini golf) were great and we thoroughly enjoyed the food! I was extremely disappointed with the Tenth Tee apartment, it wasn’t overly clean, damaged and run down. Certainly below the standard I’ve experienced with our previous stays at The Vines. I expected alot better considering we paid over $400 per night.

Customer review rating 1.5/5

Naomi V. Friends - Confirmed reviews ALL

After calling the front desk 4 times and finally getting through, the girl was quite rude. I don't think the rooms are worth what we paid.

Customer review rating 2.5/5

Dean P. Couples - Confirmed reviews ALL

Food, comfort

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Other web-users rate our hotel

  • 193 reviews 8.5/10 Location
  • 529 reviews 7.7/10 Room
  • 310 reviews 6.4/10 Service
  • 37 reviews 1.2/10 WiFi
  • 257 reviews 7.8/10 Comfort
  • 196 reviews 4.1/10 Food
  • 193 reviews 6.8/10 Cleanliness
  • 119 reviews 6.2/10 Breakfast

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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.