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“Unfriendly, cold, and oppositional reception staff”

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Kirkton Park Hotel Hunter Valley
Ranked #3 of 15 Hotels in Pokolbin
Certificate of Excellence
Reviewed 8 June 2014

We were to stay at Kirkton Park this weekend. We showed up to check-in and the staff member (supervisor on her name tag) gave me a map for room No.5, but no directions. We walked in almost a 360 degree direction until we found the room at the end of a darkened corridor. The room had the bathroom as the first thing we saw when we opened the door, with the bedroom adjacent, both very small. It had a musty, mouldy smell, and we felt like we were in a dungeon. We had small windows with a view of the carpark.
The room booked was a heritage room, which to my understanding after looking at their website, was the middle quality level with a garden view and verandah. We returned to reception to tell them this was not a room to our liking and could we see another room. I saw the look on the same staff members face when we approached her, and the only way I can describe the look on her face was that of a stubborn person with a look waiting to have an argument with wide eyes and turned up lip.She told us that on the website we booked on, they are always allocated the lowest level of rooms. She also said they have no rooms at all available as they are all full. When we first arrived we walked around the gardens, past room windows and doors, on the way to reception and saw a considerable number of rooms that were empty. We asked for our money back, and she (with an incredulous tone) said, you can't just get your money back just because you have a look at the room and don't like it. No apology or flexibility at all. Needless to say we decided to stay somewhere else that night. Another thing, one of the staff walked past us when we approached the entrance, walked through the entrance a couple of metres in front of us, and let the door go, so it closed right in our faces. A further distance than this behind me was a man heading to the door, and I held it open for him, which I did not think was a major hassle, or a sign of weakness on my part. Gave us a feeling that we are just a walking credit card, not a customer to be treated well.

  • Stayed: June 2014, travelled as a couple
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7  Thank Hesty S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Belinda P, Manager at Kirkton Park Hotel Hunter Valley, responded to this reviewResponded 18 June 2014

Dear Valued Guest,
I am sorry that your experience of Sebel Kirkton Park was not a pleasant one. This is definitely not the level of service that we want for our guests. At the Sebel Kirkton Park we strive to provide a superior service experience for every customer and on this occasion we have clearly fallen short.
I would like to discuss your experience further. Please feel free to contact me on 02 4998 7775 or via email on H8797-fo@accor.com
Kindest regards
Anthony Pridgeon
Rooms Division Manager

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580 - 586 of 898 reviews

Reviewed 6 June 2014

  • Stayed: May 2014, travelled as a couple
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Review collected in partnership with Accorhotels.com
Thank karen21202014
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
Belinda P, General Manager at Kirkton Park Hotel Hunter Valley, responded to this reviewResponded 7 June 2014

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Reviewed 3 June 2014

This is an amazing bed and breakfast. We were impressed from the time we drove in. The grounds are immaculate, the location is secluded and quiet. The reception and staff have been wonderful and helpful. Our room was very nice, clean, and looked over the valley. The bed was great, Tv was nice sized, the bathroom had a huge tub and shower. The pool area is beautiful. There are very few people here during the week which is really nice. I would definitely recommend going during the week!! The breakfast was to die for, fresh and very good value considering it was included in our rooms price (it isn't included in all of them so be sure you get the upgrade- it was $15 for us to upgrade to a room w/ breakfast during the week and it is worth it!) My favorite thing about this hotel was by the value. Every other hotel and bread/breakfast could not compare to this price and this one has exceeded my expectations. We will stay here again if we ever make it back, but I highly recommend it!

Room Tip: We stayed in 57 great view, nice room
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  • Stayed: June 2014, travelled as a couple
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Thank Melanie L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Belinda P, General Manager at Kirkton Park Hotel Hunter Valley, responded to this reviewResponded 7 June 2014

Dear Valued Guest,
Thank you for your review we appreciate the feedback on your stay. We are happy to read that you enjoyed our property inlcusive of our guest rooms, large indoor heated pool, grounds and breakfast.
Safe Travels,
Belinda

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Reviewed 2 June 2014

  • Stayed: May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
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Review collected in partnership with Accorhotels.com
Thank Tat O
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
Belinda P, General Manager at Kirkton Park Hotel Hunter Valley, responded to this reviewResponded 7 June 2014

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Reviewed 28 May 2014

We really enjoyed the Sebel. The gardens were lovely and the gym/pool area was really well set out and presented. The buffet breakfast was delicious and comprehensive but I was disappointed that we didn't know beforehand to book the conservatory area for breakfast as it looked out onto the gardens. That would have made our magical night all the more perfect. Other than that, a very nice place to stay. The rooms are large and well appointed. I liked the historic feel of the rooms and the grounds.

Room Tip: The Colonial rooms are internal whereas the next group up open up onto the verandah.
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  • Stayed: May 2014, travelled as a couple
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Thank Diane O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Belinda P, General Manager at Kirkton Park Hotel Hunter Valley, responded to this reviewResponded 7 June 2014

Dear Valued Guest,
Thank you for taking the time to write a review on your romantic getaway. We were happy to read that you enjoyed the charm of Kirkton Park along with our breakfast however, I am sorry you werent able to have breakfast in our consevatory overloooking the rose garden but hope we are able to welcome you back again in the future and that next time you are able to have this experience.
Sincerely,
Belinda

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Reviewed 28 May 2014

Stayed at the Sebel for the annual Lovedale Long lunch in May. We arrived in the dark on Friday evening to a grand entrance through wrought iron gates and up a tree lined drive. The hotel sits on a knoll looking north up the valley and as we found the next morning has glorious views of the valley and balloons rising through the early morning mist for the tourist joy rides. Service was courteous and the layout of the hotel is nice with well laid out hotel wings with individual rooms and a larger homestead where groups can stay. The hotel has a good gym and indoor pool. Our only issues with the hotel is that it is getting dated. The decor seems like it might be 20 years old and we had read other TripAdvisor comments about lose fittings in the bathroom and old taps which we also experienced. The hotel bar is small and has no ambience so you wouldn't want to spend long there. We didn't so took our drinks to the lounge which did have a nice open fire but otherwise once again had no welcoming ambience to make you want to stay for more than one drink - which was all we had. This hotel has great potential but needs it owners to update it, in particular to justify the room rates which are expensive for the standard of the hotel.

Room Tip: All the rooms are pretty well located
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  • Stayed: May 2014, travelled as a couple
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Thank Dellick
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Belinda P, General Manager at Kirkton Park Hotel Hunter Valley, responded to this reviewResponded 7 June 2014

Dear Valued Guest,
Thank you for your review we are glad to read that you enjoyed your stay with us and appreciate your feedback regarding our bar and lounge. We are happy to advise that we will be having a minor refurbishment at the end of this year with a focus on our lounge and bar along with elements of our rooms whilst not losing the charm of our property.
We are delighted you were able to enjoy the view from your room and watch the balloons rising across the valley.
Sincerely,
Belinda

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Reviewed 27 May 2014

It was my birthday weekend and needed to trip nearby for other matters. I found a good deal and wanted to try this place. The overlooking garden from the room made me feel like I was in a small European palace along with beautiful sculptures. After swimming in an elegant style pool in the morning, I was sitting at the balcony facing the garden and thought, this is called truly 'resort'.

Stayed: March 2014, travelled as a couple
Thank SophieK73
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Belinda P, General Manager at Kirkton Park Hotel Hunter Valley, responded to this reviewResponded 7 June 2014

Dear Valued Guest,
Thank you for taking the time to tell us about your stay we are delighted to read that you enjoyed your birthday escape. Our rose gardens are expansive and delightful and I’m so pleased that you were able to appreciate them.
Sincerely,
Belinda

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Kirkton Park Hotel Hunter Valley

Address: 336 Oakey Creek Rd, Pokolbin, New South Wales 2320, Australia
Phone Number:
Region: Australia > New South Wales > Greater Newcastle > Pokolbin
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#2 Luxury Hotel in Pokolbin
#5 Romantic Hotel in Pokolbin
#7 Family Hotel in Pokolbin
Price Range: £96 - £282 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Kirkton Park Hotel Hunter Valley 4.5*
Number of rooms: 70
Official Description (provided by the hotel):
Enjoy the luxury and refinement of one of the Hunter Valley’s most prestigious estates. Situated on 70 acres of rolling countryside with spectacular mountain views. Kirkton Park is boutique hotel that blends classic elegance and charm with contemporary style. Stroll through manicured gardens, breathe in the fresh air make the most of our fitness centre and tennis courts. Or simply luxuriate in our impressive Grecian style heated indoor pool, spa and sauna. Only two hours drive north of Sydney, Kirkton Park is also a convenient venue for meetings, conferences and weddings. Versatile indoor and outdoor spaces to choose from, as well as mouth-watering food and beverage menus. The hotel also acts as your base from which to explore the delights of the Hunter Valley region. Discover boutique wineries, sample local cheeses and visit the magnificent Hunter Valley Gardens. Kirkton Park is your luxurious retreat in the heart of the Hunter Valley wine region. ... more   less 
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Also Known As:
Sebel Kirkton Park Hunter Valley Hotel Pokolbin
Kirkton Park Hotel Hunter Valley Greater Newcastle/Pokolbin, Australia

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