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“Good Hotel - inability to do what they say.”

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Spicers Vineyards Estate
Ranked #1 of 15 Hotels in Pokolbin
Certificate of Excellence
Sydney, Australia
Level Contributor
14 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Good Hotel - inability to do what they say.”
Reviewed 24 July 2014

Hotel is very nice. However, they gave a room rate, required immediate payment and then rang back later and said sorry, you have to pay more.
Food is of a good standard, spa is pleasant and it is well located and peaceful.

  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
Thank Bob G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SpicersHunterValley, General Manager at Spicers Vineyards Estate, responded to this review, 26 July 2014
Dear Reviewer,
Firstly we would love to say thank you for sharing reviews on Tripadvisor - this website truly allows ours and other hotels guests to discover and understand the great experiences on offer, prior to making a reservation.

We want to assure you that changing quotes/prices following the booking commitment is not our policy and was simply a mistake by a new team member learning to use our new reservation system. The booking was a slightly unusual booking as we normally have a minimum of a 3 night stay over the June Long weekend - however you were searching for a one night stay, which had become available due to the way other reservations fell. As it was unusual and she was still learning the system, she quoted from a standard rate card rather than checking rates in the system. Being the long weekend, and just a 1 night stay, the actual rates in the system were higher, and she has only realised the discrepancy as she was processing your booking.

Regardless of how it all happened- you are absolutely correct - once quoted and payment details have been taken - the rate certainly should not have been changed on you at all and as I have only just discovered the issue from your review - have ensured our entire team have all be re-trained on this issue.

In reviewing your stay with our team - our team have assured me that they all took extra special care to ensure that you were happy whilst with us and that you both seemed extremely content during your stay. I understand that the team member that made the mistake even personally paid for you to enjoy a lovely Cheese platter in your room upon arrival as she has realised your dissatisfaction with the rate change. I therefore hope that your rating on service is simply based on the booking issue - rather than the quality of our teams service during your visit. Your comment that the food and spa were good can hopefully be taken as testimony of this and we would love to have you back again to enjoy more great food and spa treatments. When you are ready to return to the Hunter Valley, please feel free to contact me so that I may personally assist you with your booking and would love to offer a $100 credit to utilise in the restaurant or spa during your next stay with us, to showcase my commitment to you loving the property and feeling it is 5 out of 5 all the way! I look forward to booking you in!

Warm Regards,
Rhiannon Hurtz - hm.vineyards@spicersretreats.com 02 6574 7229
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
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  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (98)
Date | Rating
  • English first
  • German first
  • Italian first
  • Portuguese first
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English first
Neutral Bay
1 review
Reviewed 22 July 2014

Having stayed at another Spicer property a couple of times we were keen to stay at another. The Hunter Valley property lived up to our previous Spicer's experience with wonderful, personal service, attention to detail and clean, exceptionally comfortable rooms with a much appreciated supply of firewood for real fires (not gas!) and beautiful coffee table books, Nespresso Machine, heated floor in the bathroom, comfortable bed - every detail considered - right down to the two wallabies that appeared outside the window in the morning. Would recommend this property wholeheartedly. Edwina, Neutral Bay

  • Stayed July 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
Thank Edwina And Jame... G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sydney, Australia
Level Contributor
77 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed 22 July 2014

The weekend we just spent at Spicers in the Hunter Valley was exceptional. The food was incredible - with good variety & interesting flavours provided by the meals at Botanica restaurant. The degustation dinner was fabulous! The accommodation and service at Spicers is five star. Champagne on ice, open fire and huge bath for two........ We will return.

  • Stayed July 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
Thank TriciaB623
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sydney, Australia
1 review
Reviewed 20 July 2014

The Staff at Spicers were absolutely wonderful. The food and service at the restaurant Absolutely fabulous. The grounds are lovely and peaceful, gorgeous pool area, it would be fabulous in the warmer months.
Thank you to the Staff for your wonderful service We will return soon
Katerina

  • Stayed July 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
Thank Katerina P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sydney, Australia
Level Contributor
18 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed 14 July 2014

Spicers is a true luxurious getaway in the Hunter. Rooms are spacious with a fireplace and many extras including a free mini bar, card and board games and a cocktail hour. Staff are thorough and friendly. Spa Anise is very relaxing and staff very professional, friendly ad knowledgable. Restaurant Botanica is excellent with a great chef and brilliant staff throughout.

  • Stayed July 2014, travelled as a couple
    • Location
    • Cleanliness
    • Service
Helpful?
Thank lisakyp
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Canberra, Australia
1 review
Reviewed 13 July 2014

We enjoyed two wonderful nights at the Spicers Vineyards Estate during winter this year. What a beautiful place to be in and around. We arrived with high expectations which were exceeded in so many ways in terms of comfort, cleanliness and the facilities provided. We had the most delightful meals and were very impressed with the quality of the cuisine, it was truly memorable and the front of house service could not be faulted. The venue and its surroundings, the quality and presentation of the food, along with the professional and dedicated service provided by all staff will ensure that we talk about this trip for sometime to come. We would definately recommend staying at Spicers Vineyard Estate to anyone and look forward to visiting again. Ray and Dianna Canberra 2014

  • Stayed July 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
Thank Ray And Dianna L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sydney, Australia
Level Contributor
14 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 12 July 2014

I cant believe the staff smile so much and nothing is a problem the staff are just brilliant. The rooms and amenities are really awesome ! well done SPICERS !! #amazing - just what the doctor ordered...





  • Stayed July 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
Thank Simon And Kirri... B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Spicers Vineyards Estate

Property: Spicers Vineyards Estate
Address: 555 Hermitage Rd, Pokolbin, New South Wales 2320, Australia
Region: Australia > New South Wales > Greater Newcastle > Pokolbin
Amenities:
Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Luxury Hotel in Pokolbin
#1 Spa Hotel in Pokolbin
#2 Romantic Hotel in Pokolbin
Price Range (Based on Average Rates): ££££
Hotel Class:5 star — Spicers Vineyards Estate 5*
Number of rooms: 12
Official Description (provided by the hotel):
Personal service & attention to detail in every way! A luxurious Guesthouse, Spicers Vineyards Estate is set amidst its own private vineyard. Every suite features king beds, lounge area, open fireplace, spa en-suite, flat screen TV with CD/DVD and IPod dock, whilst the property boasts gourmet dining experiences at onsite Restaurant Botanica, Salt water pool & spa, guest lounge & boardroom, free wireless broadband and every guest is greeted on arrival with complimentary wine. ... more   less 
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Also Known As:
Spicers Vineyards Estate Hotel Pokolbin
Vineyards Estate Pokolbin
Vineyards Estate Hotel Pokolbin
Spicers Vineyards Estate Greater Newcastle/Pokolbin, Australia

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