Very poor customer service.
Do not stay here. A joint booking for 2 couples and we paid the same tariff where one was given 3rd floor and the other 1st floor. Manager was unhelpful and disinterested in attempting to help! They made us wait and then just showed no empathy. We were told we have to pay extra if they were to upgrade to another room on third floor.
Good afternoon Mrs. Matani,
Thank you for your valuable feedback.
We are very sorry to hear that you did not have a great experience at our hotel.
After reviewing your booking made through a third party, we realised and shared with the travel agency that the hotel was not informed that the two bookings made by you were travelling together. Therefore we did not have this information before arrival to accommodate your request. With the hotel fully booked, honestly, we cannot find a room next to each other, so this rating seems very unfair to us, especially since we were not informed.
Apart from this, I will personally address your comments with the Duty Manager who tried to assist with your concern. I am aware he did not have access to this information about the travel agency however empathy is one of our pillars and I will have your feedback on board to make improvements accordingly with the travel agency.
We hope your next stay with Heritage Queenstown will be a pleasant journey and looking forward to welcoming you back.
Ngā mihi nui,
No options for gluten and dairy free in the restaurant, the staff were very unhelpful and didn’t offer any options, I felt very uncomfortable and unwelcome. I am unable to provide a review of any food was there was nothing I could eat. The coffee wasn’t great.
Completed room move and our food was thrown away. Our new room had garbage in the cupboard in the bedroom.
We sort a late checkout beyond 10am and told not an option you must leave. Having managed hotels for over a decade I am very surprised that even an hour extension isn’t possible for a fee. Check in is 2pm and check out is 10am?
Overall the staff do not offer exceptional service, below my expectations. Guest centricity training would ideal.
Such a shame as I booked this hotel as it had better reviews over hotels closer to town. You can walk into town 10-15mins or $10 Uber each way.
Ski bus does stop at the door.
The outside of the hotel looks quite nice. The rooms and hallways need updating. The mattress we had was literally broken. Huge dips in it. The bathroom was stained and aged. The restaurant offered a nice breakfast buffet. Nice balcony off the rooms. Staff is outstanding!!
It was really hard to review this hotel, because just like the mixed reviews you'll find before me, we also have a mixed review about the place.
Firstly, the good things: Our room was so spacious, which was great. The view from our room? Incredible! The bathroom was really comfortable to use, too, with a decent sized shower and a bath. The amenities were restocked almost every day, so we never went without. We got also got bathrobes, which was nice. The bed was 'king' sized and made up of two smaller beds put together, but it made for a really large bed, which was also quite nice.
However, a few things made our stay average. Firstly, the cost of on-site parking. We stayed for six nights, and this hotel is about a 15-25 minute walk from the town centre. We really enjoyed the walk, so that didn't bother us, but the fact that we had to park away from the hotel to avoid paying $15 NZD each day was frustrating, especially when most guests would likely need/prefer to hire a car during their stay. If the hotel was closer to the town centre, I would understand paying for parking, but think it is a bit unfair when it is not only far, but also uphill and not easily accessible to everyone by foot.
The room itself had a nice vibe, but the whole property could really use some TLC and an upgrade. For the price you pay and consider they market the hotel as 'luxury', it does not feel very luxurious. You can tell that it once was, though. The Heritage definitely has potential to be a luxury resort, but need to invest in maintaining style and up-keeping the facilities.
The pool and spa, for example, were a real letdown. It was the main reason we booked this property. The photos make it looks really nice, but in person the indoor part of the pool was so small that you wouldn't actually be able to swim in it. The spa was also small and the room itself had no calming atmosphere whatsoever. It looked like it hadn't been updated or maintained for years. We were really excited about the pool/spa but only used it once because we didn't enjoy it. Plus, the water cooler wasn't working and we asked a staff member if maybe we were using it incorrectly, and he tried to fix it but couldn't. He called someone else who was less than interested in helping him, and in the end, neither of them came back to fix it or offer water. Considering there is also a sauna and that the spa was quite hot, I'd say it is pretty dangerous to leave guests without water in that area.
The elevators had carpeted walls which smelled funny and gave a really old, musty impression.
Also, on one occasion, housekeeping left our balcony door open and we didn't come back into the room until 8pm, and it was freezing! The little heater in the room doesn't do much either.
The outdoor grounds and the exterior of the building were beautiful, though.
If you are not interested in amenities, but need a comfortable and clean place to sleep, this will do the trick. It is not the dreamy kind of room you'll want to stay cooped up in, but it is clean and spacious and includes the essentials.
Loved the comfortable beds, quality sheets and beautifully clean room. There are certain staff members who make the stay amazing with their little extra friendliness & kindness. Check in is straightforward. The ski cave is very organised & wonderful service for it. The restaurant has everything we need and want. The menu suits most tastes and we utilised dinner and breakfast most days. I have returned for 16 years straight.
