The hotel is located in an exceptional place. Beauty surrounds. My wife and I have stayed at the hotel in 2011 to attend a wedding and had a room on the 7th floor in the Aoraki Wing. For my 40th we decided to go for the premium plus room Autumn Stays package with a room on the 10th floor which included dinner and breakfast in the buffet restaurant. The package price $590 for the night. For that premium price, premium service is generally expected.
Check in was ok but the receptionist was not aware our booking was a package and made no mention of the meal inclusions until after being questioned. It felt as though this information was not on the system.
The room itself was on the 10th floor and the view was outstanding. Having stayed 3 floors lower only 3 years ago I did not see that the view was at all any different and definitely not worth the premium.
As a surprise my wife ordered a birthday cake to be delivered to our dinner table at a certain time. 15 minutes after it was due it had not arrived and my wife went to enquire where it was. Before she got back to the table, and with only two people in our party of 8 at the table, a waiter delivered the birthday cake to the table, without candles, and placed it in front of the my sister in law and said, "here's your cake", even though the cake had written on it, "Happy 40th Birthday Mark". Very disappointing. On leaving the restaurant we were required to sign for the full price of dinner to be charged to our room as the restaurant had no knowledge of our accommodation package and just advised we would have to take it up with reception on our departure.
The room facilities were of a higher quality than a standard room but again I would not recommend anyone to pay for the premium or premium plus rooms as the price premium is not justified.
The following morning we arrived at breakfast and we were advised that our package included the continental breakfast only. For the price a fully cooked breakfast should have been included.
Overall we believe the hotel is ok to stay at but the service is quite lacking and process improvement needs to be improved and more inclusions to make the higher priced rooms, value for money.
- Official Description (provided by the hotel):
- From an intrepid journey through glacial valleys to a mouth-watering culinary dining adventure, The Hermitage Hotel is the perfect 'base camp' to discover your Peak Experience. Choose from premium hotel rooms, motel units or cozy chalets. Add world-class activities such as Glacier Explorers, Tasman Valley 4WD and Argo Tours, Big Sky Stargazing, Encounter Day Walks, scenic flights or the visual extravaganza of the Sir Edmund Hillary Alpine Centre and you have a unique, year-round alpine adventure perfect for the family holiday or your next romantic getaway. ... more less
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- Also Known As:
- Hermitage Hotel Mt Cook Village
- Hermitage New Zealand
- The Hermitage Hotel New Zealand/Mt. Cook Village