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“Must be self rated 4 star, 3 at best”

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Oaks Cypress Lakes Resort
Ranked #6 of 15 Hotels in Pokolbin
Reviewed 8 July 2014

Hi , we stayed two nights in two bedroom villa no 757 on 6 & 7 July 2014 and were shocked by the poor cleanliness and standards at this establishment. Little did they know we were mystery shopping for a 200 person 4 day conference we are running in 2015. First of all check in was not available to us at 2 pm as advertised, the floor in the room and kitchenette was sticking to our shoes on entry, we then found where a considerable mess in the dining area had been cleaned up poorly by house keeping and obviously mopped across the whole unit floor, sheer dreadful laziness. The room had no instructions or book to explain room features or indeed this at best 3 star resort. The breakfast buffet was reasonable on the second day but best described as a mess on the first day with dirty utensils, poorly presented food, and coffee machine that barely works. Oh and did I mention wifi, no I didn't because they don't have it, except in the lobby and that's only free for 30 mins, in this day and age to not have wifi in rooms is just not on, and certainly not for a conference venue. The real kicker for me was when my daughter took a shower on arrival to find the mirror in the steam revealed a genital drawing from a previous guest, obviously housekeeping is poorly trained and organised for dirty floors and bathrooms to go without notice or inspection. In addition we got a so called newly refurbished villa and the bed was like a timber rack, and i'am not joking, it was excruciatingly hard. The wait staff in the breakfast buffet were very attentive and whilst very busy they quite pleasant.

Room Tip: The higher the room the better view
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  • Stayed: July 2014, travelled on business
    • Sleep Quality
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5  Thank David G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Phil S, General Manager at Oaks Cypress Lakes Resort, responded to this reviewResponded 9 August 2014

Thank you for taking the time to provide feedback about your recent stay at Cypress Lakes Resort by Oaks Hotels and Resorts

I was disappointed to read your comments around the cleanliness of the Villa. I have passed your feedback to our Housekeeping Supervisor to address the issues you experience during your stay with us. With regards to the ‘instruction book’ located within the Villa, this should of been given to you on checkin along with your room keys. Through recent feedback we are working on a information stand that will be placed in all Villa’s to provide more information within the coming months.
I have also passed your comments around the breakfast buffet onto our F&B Manager, as what you have described is unacceptable.

As you mentioned Wifi is available in the lobby, and this is set to be rolled out into the Villas by the end of August. We apologise this was available during your stay.

On behalf of Cypress Lakes Resort team we do apologise for the inconveniences you and your guests experienced while you were staying with us.

Thank you for your post.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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708 - 714 of 1,213 reviews

Reviewed 7 July 2014

We are currently sitting in our room after waiting 2 hours to hear back from reception after reporting a leaking bath with a ring of mould around it and wet carpet. Their response..... We're very busy but we will call you back. Three phone calls later and still no decision on room change or even an apology. This is all on Monday afternoon - far from their peak period.

The room (1 bed villa) is average otherwise. The kitchenette is tiny but functional. Be warned there is a flight of stairs down from the car park and then a flight of stairs up the the villa- not ideal for heavy bags.

  • Stayed: July 2014
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5  Thank Jimmyaa1605
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Phil S, General Manager at Oaks Cypress Lakes Resort, responded to this reviewResponded 9 August 2014

Thank you for taking the time to provide feedback about your recent stay at Cypress Lakes Resort by Oaks Hotels and Resorts

I was disappointed to read your comments that the staff were not able to address the issue you experienced with the bath tub in a timely manner. I will address this issue with out front office team as every effort should be made to come back to you in a timely manner and I apologise that we did not achieve this during your stay.

With regards to the stairs we do like to remind all of our guests that we are located on the side of a hill which can be accessed by either stairs or paths depending on if you would like to take the shorter or longer route.

Thank you for taking the time to post.

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Reviewed 3 July 2014

We had a sales conference here and it's a fantastic location for that with many different break-out rooms and accomodation styles.
And if you wanted to avoid large groups that's easy to do too as the property is vast and very private.
If you're a golfer this property is a must visit!

1  Thank HollyGBird
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 1 July 2014

Good accomodation.
Upgraded from single to double villa.
A bit of a hilly walk to reception.
Very good breakfast buffet.the best I've had for a long time.All the hot food was HOT and easy access to the servery.

All staff met very very friendly and helpful.

Room Tip: Lucky enough to be upgrade to a larger room which made for a much more enjoyable stay. It was on th...
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  • Stayed: June 2014, travelled as a couple
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Thank Martin D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Phil S, General Manager at Oaks Cypress Lakes Resort, responded to this reviewResponded 5 July 2014

Thank you for taking the time to provide feedback about your recent stay at Cypress Lakes Resort by Oaks Hotels and Resorts

It was great to ready you were happy with the accommodation at the resort. We think our Villas are magnificent set amongst the natural bush of the Hunter Valley.

We now have a shuttle which makes it easier to get around the resort and to make it down for breakfast each day.

Look forward to welcoming you back to the resort

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Reviewed 30 June 2014

The Australian team stayed here for the Asia pacific games. The staff were fantastic and food just as good considering over 500 athletes stayed here. My only criticism is that the lodges are built into the hill side & you need to be a billy goat to get around. Some athletes have mobility issues and there wasnt enough buses to cater for this many people at once. But outside of that a great place to stay

1  Thank SimonSandra N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 June 2014

My family of three adults and one child stayed in this resort hotel.

The two bedroom apartment was clean and comfortable. The sofas and carpet were a little worn out and we found one toilet bowl chipped. Besides that it was a comfortable stay. The rooms were nice and adequate. Every apartment has its own hot water unit and the water was sufficient. The place is reasonably priced and the location was convenient.

Will consider staying again next time we visit.

  • Stayed: June 2014, travelled with family
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1  Thank someeric
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Phil S, General Manager at Oaks Cypress Lakes Resort, responded to this reviewResponded 5 July 2014

Many thanks for taking the time to provide feedback and comment on your recent experiences at Cypress lakes Resort by Oaks Hotels and Resorts.

We take all feedback seriously and I have passed your comments onto the team at the resort so they can be followed up.

I appreciate your feedback and I hope we get the opportunity to welcome you back to the resort.

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Reviewed 20 June 2014

Beautiful spacious accommodation, gorgeous view from balconies , neat and tidy, makes a fantastic base to explore the hunter valley's multiple wineries and other points of interest. Close to everything, courteously bus is great to get you around the premises of the resort.

1  Thank Lisa K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Oaks Cypress Lakes Resort

Address: 15 Thompsons Rd, Pokolbin, New South Wales 2320, Australia (Formerly Cypress Lakes Resort)
Phone Number:
Region: Australia > New South Wales > Greater Newcastle > Pokolbin
Amenities:
Fitness Centre with Gym / Workout Room Free Parking Kitchenette Restaurant Room Service Spa Suites Swimming Pool Airport Transportation
Hotel Style:
#2 Top resorts Hotel in Pokolbin
#3 Spa Hotel in Pokolbin
#5 Luxury Hotel in Pokolbin
Price Range: £100 - £259 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Oaks Cypress Lakes Resort 4*
Number of rooms: 200
Official Description (provided by the hotel):
HUNTER VALLEY ACCOMMODATION BY OAKS HOTELS Located in the beautiful wine district of the Hunter Valley, Oaks Cypress Lakes is a 25 acre premier resort providing Hunter Valley accommodation. Over $20m recent capital investment in this rural resort that includes 200 Villas, two restaurants and two bars, over 1500sqm of exceptional Meeting, Conference and Event facilities and a 6,487 meter par 72 18-hole championship golf course ranked among the top resort courses in Australia. The Hunter Valley is only two hours from Sydney. Scenic drives past endless rows of gnarly vines are a given, so are grazing cattle and mobs of kangaroos, and everything from tutored wine-tastings and boutique brews to cooking classes, festivals, award-winning restaurants and hot-air balloon flights. Choose from a range of picture perfect Hunter Valley accommodation options to suit your needs at Oaks Cypress Lakes Resort ... more   less 
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Also Known As:
Cypress Lakes Hotel Pokolbin
Cypress Lakes Pokolbin
Cypress Lake Resort
Cypress Lakes Resort
Oaks Cypress Lakes Resort Greater Newcastle/Pokolbin, Australia

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