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.
- 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