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“Great location marred by poor service” 2 of 5 stars
Review of Lake Crackenback Resort & Spa

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Lake Crackenback Resort & Spa
4.0 of 5 Resort   |   1650 Alpine Way | Snowy Mountains, Crackenback, New South Wales 2627, Australia (Formerly Novotel Lake Crackenback Resort)   |  
Hotel amenities
Ranked #1 of 1 Hotels in Crackenback
Certificate of Excellence 2014
Canberra, Australia
Top Contributor
50 reviews 50 reviews
41 hotel reviews
Reviews in 37 cities Reviews in 37 cities
113 helpful votes 113 helpful votes
“Great location marred by poor service”
2 of 5 stars Reviewed March 2, 2013

I stayed here for a corporate event a while back and thought the place was wonderful; a beautiful location with new chalet style accommodation largely situated around a decent sized lake (small by the standards of places like nearby Lake Jindabyne but OK for families to canoe around). We did a few activities (canoing, archery, walking) but none were particularly supervised by staff and so people failed to take much interest.

We were generally well looked after until the evening meal which was a 'plate and plate' affair. For Australian staff this is probably the norm but if you've a lot of ex-pats in your team they'll probably not be used to playing pass the plate around the table and may even find it pretty tacky. Apparently the staff get very ratty if you ask to change as you're just expected to make do with what you get and even worse, do not attempt to refuse or send a meal back.

We had an American guy on the team who decided he couldn't face what was admittedly a pretty vile looking sort of sweaty mollusc thing on his plate and you'd have thought he'd have pulled a snake out of the bag the way the staff reacted to his polite request to take the meal away.

The staff we're pretty rude to him and he felt compelled to leave the dining room. It was probably a cultural clash that's indicative of how parochial and defensive small town Australia can be but it left a bit of a gloom hanging over the team for the rest of the stay, so probably not a good place for companies with multi-cultural teams to stay.

  • Stayed February 2013, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LCRGM, General Manager at Lake Crackenback Resort & Spa, responded to this review, March 5, 2013
Dear Intrepid Voyager

As a senior contributor to Trip Advisor I am alarmed at the comments you made about our resort. I am always happy to take constructive feedback as we constantly strive to better ourselves in a highly competitive market. You have stated some very positive feedback which we acknowledge. The activities were organised by the company you were employed with at the time, and left unstructured to allow the group time at leisure.

Last year you posted almost identical comments before removing them under exactly the same name. This time under the same name you have posted your comments as if you were a 3rd person!

Lake Crackenback Resort & Spa prides itself on quality of service, food and customer experiences which is evident from the majority of our responses on Trip Advisor. We are naturally concerned to read the comments below posted on Trip Advisor on Sat 2nd March, 13 months after the conference you attended. We are very much aware of freedom of speech and encourage both positive and negative comments from our guests both leisure and conference however feel the below is very harsh as it was a pre-arranged meal plan booked by your previous employer on this occassion and everything possible was done to address the matter at the time. Our Restaurant Manager, did speak to you on the night and when there was no lamb left on the alternative drops our Executive Chef organised to cook an individual meal which was to take no more than 10 minutes. Upon advising yourself of this time period to cook a new meal you left. We did offer to have a take away option of the lamb delivered to your room. Alternative drop is a very popular and accepted practice for large groups as you were part of. Our staff were definetly not rude to yourself as we pride ourselves on service and have just won a hat from Australian Good Food Guide.

On following up the group after their stay the company had nothing but great stories and are currently planning their next trip conference. Quote “We certainly as a company were so happy with our event at Lake Crackenback and the service and staff were fantastic”.

Kind regards
Scott O'Neile
General Manager
Lake Crackenback Resort & Spa
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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391 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (115)
Date | Rating
  • English first
  • French first
  • German first
  • Any
English first
Pomona, Queensland, Australia
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed February 28, 2013

My husband and I just spent the weekend at Lake Crackenback Resort and spa, and we had such a great time I was really sorry to have to leave... I was also sorry that our kids and grand daughter weren't with us as they would have loved it as much as we did. There is really something for everyone here... while my husband spent time on the river getting his trout fix with Crackebacks expert guide, I was pampered in the spa, bliss! While I chose to take it easy and enjoy some time out, I was delighted to see all the activities that other guests were enjoying, everything from archery, canoing and mountain biking. The Segway tours looked like so much fun, I will definately do that next time! Food and accomodation were first class, I'd recommend this resort to anyone, and look forward to a return visit... I can't wait.

  • Stayed February 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Canberra, Australian Capital Territory, Australia
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed February 27, 2013

We stayed here for a work team building trip and it was fabulous! Great food and hospitality, comfortable rooms in the most fantastic setting. Make sure you get out doors for a run (or walk) by the river.
Will definitely be back!

Room Tip: all rooms are on a small lake with great views.
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  • Stayed February 2013, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Canberra, Australia
1 review
5 of 5 stars Reviewed February 25, 2013

My girlfriend and I recently spent a weekend at Lake Crackenback resort. It was such a relaxing weekend as there are so many activities to do that are right on your doorstep. We rode our mountain bikes, went bushwalking and even took an "offroad segway tour". Everything is really accessible so you dont have to spend a lot of time planning things before your trip, we just roacked up and had a great time.

The accomodation was very modern and comfortable and the restaurants on site were excellent, especially Cuisine as it looks out over the lake.

I would definately recomend Lake Crackenback for a nice weekend or wee away!

  • Stayed January 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Canberra, Australian Capital Territory, Australia
1 review
5 of 5 stars Reviewed February 25, 2013

Lake Cracken Back has been a favorite of ours for a few years now. We have experienced excellent services everytime. Recently we booked a lodge in the resort NO: 4 Bullocks Way the house was perfect for our special event. This weekend we were celebrating 25 years of marriage and we had the honour of witnessing a young couple starting their marriage. All other visits we have booked a Water view apartment in this apartment my husband enjoyed fishing off the balcony whilst I sat back and read a good book by the open fire place.
A big thank you to Scott and your team for making our every visit just as special as our first. We highly recommend Lake Cracken Back Resort.

Special thank you to Nicola in the day spa and Alex in the Alpine Larder Restaurant

Warmest regards
Darleen and Malcolm Barton

Room Tip: We now prefer a chalet on Bullocks way
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  • Stayed February 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Senior Reviewer
9 reviews 9 reviews
5 hotel reviews
Reviews in 7 cities Reviews in 7 cities
4 helpful votes 4 helpful votes
1 of 5 stars Reviewed February 17, 2013

A picturesque location, reasonable rooms, apartments and chalets BUT building season in Spring, Summer and Autumn so you pay good money to be put in accommodation where workmen angle grind and hammer 7am - 4pm EVERY week day. When you complain, they can't offer anything better as all of the accommodation appears to have building works next door.
Expensive cafe with one highlight of good service.

Overall a massive disappointment. 1 star.

  • Stayed February 2013
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LakeCrackenback, General Manager at Lake Crackenback Resort & Spa, responded to this review, March 6, 2013
Dear orcajellyfish

We are disappointed to read of your feedback on your recent holiday to Lake Crackenback as we strive to ensure all of our guests truly enjoy this spectacular setting and all of our many resort offerings.We are passionate about our product and offering and it honestly affects us when one of our guests leaves feeling they did not have a positive, memorable experience.

As we are situated on 150 acres and have 50 lake view apartments and 50 privately owned mountain view chalets and studios, there will be at times building work occurring as there is with any progressive Resort or hotel. We do try at all times to minimize the impact on guests and in your particular case did offer to move you to various alternative accommodation – which was not taken up by you. We do take offense at your unrealistic comment that building works occur all day, every week day for three quarters of the year – this is quite obviously not the case and unreflective of our offering.

We appreciate your freedom to post your view but feel the need to defend our Resort when the information is overly exaggerated. Please feel free to contact me directly at the Resort should you wish to discuss further.

Regards

Scott O’Neile
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney, Australia
Contributor
18 reviews 18 reviews
4 hotel reviews
Reviews in 7 cities Reviews in 7 cities
16 helpful votes 16 helpful votes
4 of 5 stars Reviewed February 13, 2013

My husband and I stayed on the weekend and can highly recommend it as a lovely sanctuary getaway. Stunning scenery, peace and quiet, and fun activities. I recommend booking the restaurant when you book the accommodation as there are often weddings so it's closed relatively regularly on a Saturday night. A gorgeous place to unwind, we had a lovely time and will certainly go back for a winter getaway too.

Room Tip: If you're going for a romantic weekend, book a room with the corner spa - a bottle of bubbly in...
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  • Stayed February 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LakeCrackenback, General Manager at Lake Crackenback Resort & Spa, responded to this review, February 22, 2013
Dear Claudia H

Thank you for taking the time to write about your recent holiday to visit us at Lake Crackenback Resort and Spa.

We are so thrilled that you enjoyed your time with us and appreciated the serenity of the Snowy Mountains and beauty of the natural settings of the Resort. It is such a special place to get away to, especially given the fast pace of everyday life.

We look forward to welcoming you both back in the winter months - another beautiful time of year here...in the meantime please feel free to join us on Facebook and Twitter to keep up to date with some of our special upcoming events and offers on throughout the year.

Warm regards

Scott O'Neile
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Lake Crackenback Resort & Spa

Address: 1650 Alpine Way | Snowy Mountains, Crackenback, New South Wales 2627, Australia (Formerly Novotel Lake Crackenback Resort)
Location: Australia > New South Wales > Crackenback
Amenities:
Bar / Lounge Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Kitchenette Restaurant Ski-In / Ski-Out Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 1 Hotels in Crackenback
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Lake Crackenback Resort & Spa 4*
Number of rooms: 110
Official Description (provided by the hotel):
Located on the border of the Kosciuszko National Park, Lake Crackenback Resort & Spa is a natural playground nestled in the Thredbo Valley surrounded by the spectacular Snowy Mountains. Just 15 minutes from Thredbo and Perisher Resorts. Its unique setting and many complimentary activities appeal to both couples and families to relax and absorb the scenery or experience the many mountain activities on resort and in the local area. Lake Crackenback is a perfect base to explore the region from sightseeing, local attractions, snowsports in winter and the many summer activities including walking trails, mountain bikes, Segway Eco Tours, canoeing or fishing. ... more   less 
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Also Known As:
Novotel Lake Crackenback Hotel Crackenback
Novotel Thredbo Village
Jindabyne Novotel
Accor Lake Crackenback Hotel

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