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O469NUsusanj
Gold Coast, Australia

Building site with stunning views

3.0 of 5 bubblesReviewed 10 Mar 2024
Not a great start to our holiday. The outside is like a demolition site. Cab driver refused to drive through the obstacle course to reception. So had to drag our luggage down very steep driveway and steps. 4 of us, all in our late 60s/early 70s. Reception in a very narrow corridor with nowhere to sit. 40 minutes early for check in so taken to "the lounge". Lounge was in a portacabin with very daggy torn leather chairs. The floor was covered in water, apparently because it had been raining and the portacabin leaked.

More stairs to enter 2 bed penthouse apartment. The views were stunning and the apartment well furnished and clean. The bedroom curtains had to be kept closed as was overlooked from the driveway.

We tried to book the shuttle bus in plenty of time one morning to go into Queenstown but it was fully booked as only 9 seats. It was raining and a 35 minute walk along a lake walk or a very busy main road. I asked if it could do another trip but was told by a stroppy receptionist (supervisor I think) that it was a "courtesy", not included in our room rates, which were very expensive, and basically it was tough luck. 3 trips per morning with 9 people each time is not enough for an apartment complex with absolutely no amenities on site. The shuttle bus drivers, especially David, were accommodating and friendly.

Don't expect a lie in as every morning we were woken up by drilling and hammering. This was definitely underplayed in the notification about the building works.

Our balcony had a shattered glass panel when we arrived which wasn't repaired while we were there. Good job we didn't have young children with us.
Date of stay: March 2024
Trip type: Travelled with friends
2.0 of 5 bubblesValue
4.0 of 5 bubblesLocation
3.0 of 5 bubblesService
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Guest Relations Manager, Other at Oaks Queenstown Shores Resort, responded to this review
Responded 21 Apr 2024
Thank you for sharing your feedback. We apologize for the inconvenience you experienced during your stay. We regret that the construction work impacted your arrival experience and the condition of the lounge area did not meet your expectations. Your comments regarding the shuttle service and noise disturbance are duly noted, and we will address these issues internally to improve our services. We appreciate your compliments on the stunning views and cleanliness of the apartment. Rest assured, we take your concerns seriously and will work diligently to enhance the overall guest experience. We hope to have the opportunity to welcome you back for a more enjoyable stay.

Santiago from The Oaks Shores Team
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 26 February 2024

Worst 3 night stay EVER, we arrived to find a building site, no restaurant, no breakfast NOT even a bottle of water.
Initially when we arrived our room was clean and well and presented, however after that no housekeeping, bed not made and bathroom never cleaned in 3 days. They provided clean towels along with a letter telling us that they had staff shortages so would not be providing any housekeeping services.
So basically we were charged over $330NZD per night JUST for a bed.
The staff were atrocious
The parking was a nightmare
The shuttle bus was sporadic, we asked at 11 am for a lift into town but were told the driver had gone for lunch and would not be back until 5pm....REALLY a 6 hour lunch break
Do yourself a favour and give this place a miss

Room tip: Everything about this hotel sucks
Date of stay: February 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
1  Thank Anne_MarieM775
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Guest Relations Manager, Other at Oaks Queenstown Shores Resort, responded to this reviewResponded 22 April 2024

We apologize for the disappointing experience you had during your stay. It's disheartening to learn about the issues you encountered, including the construction, lack of amenities, and poor service. Your comments regarding housekeeping and staff behavior are concerning, and we'll address them internally to ensure improvements are made. We understand your frustration with the shuttle service and parking situation and will work to rectify these issues. We value your feedback and will use it to enhance our services. Please accept our sincerest apologies, and we hope you'll consider giving us another chance in the future.

Santiago from The Oaks Shores Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 February 2024

We stayed 3 nights in a 1 bed Lake view apartment on the 3rd floor and it was stunning - the best place we have ever stayed. The apartment was spacious, well appointed, with a magnificent view. All staff were cheerful, friendly and informative. The Oaks is situated on the Lakeside walk - an enjoyable stroll into Queenstown. We loved it here and would move in if we could!

Room tip: WiFi a bit slow
Date of stay: February 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
1  Thank Suehes
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Guest Relations Manager, Other at Oaks Queenstown Shores Resort, responded to this reviewResponded 25 February 2024

Dear Suehes,

Thank you for taking the time to share your experience with us! We're delighted to hear that you had such a fantastic stay at our lakeside apartment. It's wonderful to know that you found the accommodation spacious, well-appointed, and enjoyed the magnificent view from the 3rd floor.

We take great pride in providing exceptional service, and we're thrilled that our staff made a positive impression on you with their cheerful, friendly, and informative assistance.

Your kind words mean a lot to us, and we're honoured that you consider our place the best you've ever stayed. While we can't accommodate your wish to move in permanently, we'd be more than happy to welcome you back for another unforgettable stay whenever you're in the area.

Thank you again for choosing to stay with us, and we look forward to welcoming you back soon!
The Oaks Shores Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 January 2024

5-star view with motel service level. Really pathetic with no dining options nor central laundry service. Inconsistent wifi connectivity. Looks like we were living in a major construction site. Insufficient parking facilities and we got a parking fine for roadside parking. In fact, we have cancelled 3 remaining nights as we manage to secure another hotel accommodation in central Queenstown. We are AVC members and we are extremely disappointed. Btw. check out time is at 10.00 am

Date of stay: December 2023
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
Thank Getaway43931541294
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Guest Relations Manager, Other at Oaks Queenstown Shores Resort, responded to this reviewResponded 22 April 2024

We apologize for the inconvenience and disappointment you experienced during your stay. It's regrettable to hear about the issues you encountered, including the lack of dining options, inconsistent Wi-Fi, and construction disruptions. We understand your frustration with the parking situation and the early check-out time. We'll address these concerns internally to improve our services and facilities. As an AVC member, your feedback is valuable to us, and we'll strive to make necessary improvements. We're sorry we couldn't meet your expectations this time, and we hope you'll give us another chance to provide you with a better experience in the future.

Santiago from The Oaks Shores Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 November 2023

Extremely disappointed!

There is major construction happening at the location and all hotel facilities are unavailable.

We booked back in July and the booking confirmation said there was some “refurbishment” happening to one block and there may be minor noise disturbances to guests (in photo). WHICH IS COMPLETELY MISS LEADING!
Not one mention of facilities not being available that were listed in the hotel facilities description and photos promoting how great the hotel was.

We have a baby and specifically booked this hotel (that is 35 minutes walk out of the main centre and close to nothing) because we were expecting to be able to utilise the gym, restaurant and bar and be close to our room. We paid $2650 for 4 nights - Absolute disgusting customer service.. we will be never coming back!

Date of stay: November 2023
Trip type: Travelled with family
Thank Seaside06368055489
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Guest Relations Manager, Other at Oaks Queenstown Shores Resort, responded to this reviewResponded 22 April 2024

We apologize for the inconvenience caused by the ongoing construction and the unavailability of hotel facilities during your stay. We understand your frustration, especially with a young child and the expectations set by the booking confirmation. Your feedback regarding the misleading information is concerning, and we'll investigate and address it internally to ensure accurate communication in the future. We deeply regret that we couldn't meet your expectations and provide the experience you anticipated. Your comments are valuable to us, and we'll use them to improve our services and communication. Again, we apologize for the inconvenience and hope you'll consider giving us another chance in the future.

Santiago from The Oaks Shores Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 October 2023

The Oaks Shores Queenstown is a wonderful hotel currently going through a major renovation ... but do not let that put you off! My Premier Hotel room was one of the new renovated rooms and it was clean, quiet and comfortable with a beautiful view of Lake Whakatipu and the mountains. I walked to town every day by the Frankton Track (about 3.5km or 40 minutes) but it did not feel that long as the view was stunning. They run a shuttle service in the afternoons and evenings which is very convenient.

The staff were so friendly, helpful and amazing. As a female solo traveller, they made sure that I was safe with pick up and drop off with the shuttle and my room was too my liking. David the shuttle driver was excellent in making sure I got to where I was going safely.

I think the only things that could have made it a 5 star review would be having a microwave in the room (the toaster was helpful though!!), hot water in the shower in the early mornings - I do not think it kicked in until about 6am and I was up early most mornings - and having the shuttle run a few times in the mornings as well. Maybe also have a few "heat and eat" meals available if you did not feel like going into town for dinner. Also, the heated towel rail stopped working half way through my stay and it was unable to be fixed before I left.

All in all, a great stay in Queenstown and I would definitely stay here again.

Room tip: Ask for a higher floor. If you love walking, this is so close to the Frankton track which takes you directly to the city centre.
Date of stay: September 2023
  • Trip type: Travelled solo
    • Value
    • Location
    • Service
Thank amsykes
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Guest Relations Manager, Other at Oaks Queenstown Shores Resort, responded to this reviewResponded 22 April 2024

Thank you for your detailed and positive review of The Oaks Shores Queenstown! We're thrilled to hear that despite the ongoing renovation, you had a wonderful experience with us. It's delightful to know that you enjoyed the renovated Premier Hotel room and its stunning views of Lake Whakatipu and the mountains. We're glad our staff could ensure your safety and comfort, especially as a solo female traveler. Your suggestions regarding room amenities and shuttle services are duly noted, and we'll take them into consideration for future improvements. We apologize for any inconvenience caused by the issues with the heated towel rail. Your feedback is invaluable to us, and we look forward to welcoming you back on your next visit to Queenstown!

Santiago from The Oaks Shores Team

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