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“worst service ever”

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Grand Mercure The Vintage Hunter Valley
Ranked #2 of 2 Hotels in Rothbury
Certificate of Excellence
Sunshine Coast QLD
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
“worst service ever”
Reviewed 20 July 2008

After a long drive from the Sunshine Coast we were told the room was not ready even at the late check in time of 2.45pm when it advertises arrive any time after 2pm. After waiting we the got to the room which was a 2 BR villa and straight away got a knock on the door from maintenance wanting to fix various problems with the room. He would have needed half the day to fix the problems we were to later find throughout the room .A well built attractive place that is really just a rental property with no hotel services.

The heated pool in the complex was under construction, and only after complaining about this we were given a card to access the club heated pool and spa. Unfortunately, cold pool and cold spa, plus a tiny gym really didnt cut it. Forget about any creature comforts ie coffee, daily newspaper and a heated pool or spa.

The customer relations were appalling, the operations manager pretty much just saying 'out of our control', we demanded some sort of compensation such as a discount and were offered an insulting $25 discount off the standard $499 per night room.

Certainly does not stand up to it's 4.5 star star rating.

  • Liked — Good room sizes, 2 bathrooms, nice kitchen
  • Disliked — lack of facilities, appalling service
  • Stayed July 2008, travelled with friends
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
4 Thank Patos77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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255 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (60)
Date | Rating
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English first
Sydney, Australia
Level Contributor
133 reviews
71 hotel reviews
common_n_hotel_reviews_1bd8 183 helpful votes
Reviewed 4 March 2008

We stayed here to see a concert in the Tempus Two Winery next door. We stayed in one of the Studio Rooms on the ground floor at the eastern end of the complex.

Check-in was painless and quick. Parking is right outside the room.The room was outstanding. Clean, well appointed and with high end furnishings. The bathroom has a large spa bath and shower. It has Air Con, Foxtel, Fridge, extra linen everything you need.

The Hotel is part of the Hunter Valley Gardens complex. Within the complex are gardens, are restaurants, a pub, winery, golf range, tennis courts, conference facilities and even a chapel. Right smack bang in the middle of the Hunter Valley Wineries it is an excellent base to visit the other wineries and restaurants in the area.

If you are staying here to attend one of the concerts at Tempus Two you will be a 2 minute walk away. It is the closest of all the Hunter Valley Hotels to Tempus Two. We highly recommend this hotel.

  • Liked — The rooms
  • Disliked — The price
  • Stayed March 2008, travelled as a couple
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
3 Thank MBarr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Brisbane Australia
Level Contributor
12 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed 13 December 2007

Stayed 3 nights enroute to Sydney. Apartments fixtures and fittings are 1st class. These selfcontained apartments are set overlooking a new golf course. If you are looking for Aussie wildlife this is the place to visit. We saw kangaroos and various species of birds. Close to wineries and good restaurants. Highly recommended.

  • Liked — The setting
  • Disliked — NIL
  • Stayed December 2007, travelled with family
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Magere1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sydney, Australia
Level Contributor
26 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed 16 October 2007

We just returned from a relaxing weekend at the Grand Mercure Hunter Valley.

The reception area is just a small office with 3 parking spots at the entrance of the hotel complex which may pose a problem on check-in, however the lady that checked us in was efficient and friendly. We stayed in a one-bedroom unit on the ground floor unit of a 2 level town-house like building. It had its own locked-up garage that connected directly to the unit.

We found the room very comfortable, due to the fact that there is a proper bedroom, full sized bath with separate shower, toilet and combined living/dining/kitchen area. There's also a covered porch with a barbecue and patio furniture for outdoor dining.

The hotel is a short drive to most vineyards and attractions, however, we basically just lounged in our room. We also tried the restaurant at the clubhouse which was OK and comparable to other restaurants in the area.

Since we are not golf enthusiasts, we did not try out the golf course, but it would be a big plus factor for any golfer staying at the hotel.

  • Stayed October 2007, travelled with family
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank lycook
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Waikato
Level Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 19 July 2007

We enjoyed a too short one night stay in a 2 bedroom apartment. It was all we imagined it would be and more. Acurately described and a true reflection of advertising. My husband and I would love to go back. I am a very fussy traveller and could not complain about a thing!

  • Liked — High standard of appointments and cleanliness
  • Disliked — Small pool area
  • Stayed July 2007, travelled with family
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank thirtenxthree
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Voorburg
Level Contributor
56 reviews
56 hotel reviews
common_n_hotel_reviews_1bd8 91 helpful votes
Reviewed 16 March 2007

We stayed two nights at this complex which is situated next to a golf course in the heart of Hunter valley. Had booked a one room apartment, were given a two room apartment, which has a fireplace as an extra. The apartments are very spacious and luxurious. The bed is wonderfully comfortable and the bathing room is also good. There is in-room wireless internet (included). The living room has two large terraces with a big barbecue on one of them. The apartment pretends to have a full kitchen, but we actually wanted to cook a meal, and met with some difficulties (stove did not work properly, no decent knife etc.).
I did not like the fact that the only view you have are the other apartments. The apartments are so close together that we could hear our neighbours' airco when we had our windows open. Nevertheless we enjoyed our stay.

Stayed February 2007
Helpful?
2 Thank AntoniaV
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Grand Mercure The Vintage Hunter Valley

Property: Grand Mercure The Vintage Hunter Valley
Address: Vintage Drive | Hunter Valley, Rothbury, Cessnock, New South Wales 2320, Australia
Region: Australia > New South Wales > Greater Newcastle > Cessnock > Rothbury
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Spa Swimming Pool
Hotel Style:
Ranked #2 of 2 Hotels in Rothbury
Price Range (Based on Average Rates): ££
Hotel Class:4.5 star — Grand Mercure The Vintage Hunter Valley 4.5*
Number of rooms: 43
Official Description (provided by the hotel):
The luxurious Grand Mercure The Vintage Hunter Valley is situated just 2 hours drive north of Sydney and 30kms west of the heritage city of Maitland. Surrounded by vineyards, the Grand Mercure is located within The Vintage resort and features contemporary two bedroom 4.5 star luxury apartments that have been designed to complement the area's natural environment and prestigious location. ... more   less 
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Also Known As:
Grand Mercure The Vintage Hunter Valley Hotel Rothbury
Mercure Hotel Rothbury
Grand Mercure The Vintage Hunter Valley Greater Newcastle/Rothbury, Australia

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