For $5800 per night we certainly expected more than was delivered. We had just arrived after 3 nights from their competition in Russell which way over delivered at a third the price.
The room: we booked a two bedroom unit with the understanding we would be upgraded. Well, it turns out we had already booked the highest category and they couldn’t upgrade to next level because it was full of employees of the new company Rosewood that is taking over.
The layout was poorly designed. To get to the primary bathroom from the primary bedroom you had to exit the bedroom and go through the common hallway. Who thought that was a good idea?
I bent down to tie my shoe on our third day and saw a belt sticking out from under the bed. It didn’t belong to us. Which means for three days at least the house keeping staff had missed it. Gross.
There were only three towels in the bathroom so when you get caught in a rain storm and need to dry off (we did) there weren’t towels to use for showering with after.
The food: so bad our first night that instead of going back to the property for lunch after our excursion we looked around for any alternative. We didn’t find anything so had lunch at Kauri Cliffs and it was reasonable. Dinner that night was significantly better than the first night.
The service: everyone seemed to be trying hard but with the exception of the true professionals like Sebastian (food and beverage manager) and James (guest services) they really didn’t get what five star service should be.
In summary: beautiful property with potential but wildly overpriced for what you currently get particularly when you compare to the alternatives in the area.
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