Where to start with our experience at the Oaks Broome Sanctuary Resort!
We were attracted initially to the resort, by the pool & upgrade offers available in the travel brochures. The word RESORT needs to be immediately removed from the title, as this implies a level of facilities & service one would expect from a resort. The title should read Self Serviced Apartments, with a strong emphasis on the word SELF. A resort should be able to provide to guests very simple services like laundry, daily house keeping, a bar, a restaurant & late reception. None of which were extended to us on our stay.
When booking the resort through our travel agent, we were initially offered free upgrade, free shuttle transfer from the airport & buy 1 camel ride get 1 free. Due to a change in management, none of these services were honored. We had been traveling for over a week & required the use of laundry facilities, as our room didn't provide this service. When we inquired at reception we were told by a rude, un-friendly & un - helpful member of staff, we could catch a bus or taxi into town & launder our cloths their. Anyone that has been to Broom would know that trudging through the city centre, 23 week pregnant wife in toe, with arms full of washing, in the heat & humidity is not feasible, nor what you would expect from a so called resort. Fortunately the local backpackers next door was able to extend this very basic service to us & kindly allowed us to use their facilities. " I found it almost humorous but it was so frustrating that a backpackers could offer this service & our so called resort couldn't.
I attempted to book the so called free transfer shuttle bus prior to our arrival only to be told " We can't operate this service at the moment." Upon arrival by taxi, we noticed a shuttle bus parked in the driveway. " Alam bells should have rang then!
whilst reading through the information provided, the most embarrassing thing for the resort was. "Should we run out toilet paper during our stay, this can be purchased from reception." How embarrassing for the staff to ask guest to pay for such an inexpensive & essential amenity."
This venue comes with a big BUYER BEWARE! Pool is great for kids & adults alike but this its it's only feature. The other pools were unavailable due to ongoing maintenance issues. The venue needs a giant capital injection to get it up to a reasonable standard. If you don't have car access, I would suggest hiring one or a scooter. With no food provided on premise you will need to take a trip into town to purchase it. Taxi's love taking tourists the long way & this can be just as expensive as hiring a car for the day. It is also a good 15 - 20 minute walk to the beach. Alternatively pay a little extra & stay closer to Cable Beach & enjoy the service of a real hotel or resort. Next time we decide to go on a holiday, we will be skipping Broome all together & flying direct to Asia. Cheaper & their isn't much in Broome worth returning for!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Many thanks for taking the time to review your stay with us in April of last year. Again we do apologise for the inconvenience caused during your stay with us however we have already addressed all of the concerns raised. As the property had only been part of the Oaks port folio for 4 weeks at the time of your stay we did acknowledge that unfortunately the restaurant and bar had been closed for well over a year prior to us taking over and we were working quickly to have this service available.
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In regards to the washing facilities it was noted that your booking agent should have provided you with the correct information as to what the room types and their facilities entitled. All of our self contained apartments have laundry facilities except for our Studio rooms, this information should have been made available to you at the time of booking.
In regards to the Housekeeping, as you did book a special discounted rate the booking came through to us as ‘unserviced’, we did offer you the housekeeping service as a kind gesture. As it was the quiet time in Broome, we did have limited reception times however this is standard across all of Broome in the quiet season.
In regards to the free upgrade, free shuttle service and buy 1 camel ride get 1 free we did explain that none of this was provided with your booking paperwork from the agent of which we were told was organised at the time of booking, however on talking to the agent they also were unaware of this. We were provided with a clipping from a magazine that was a year old and no longer applied, again we did apologise for this and we also offered an upgrade to a 1 bedroom apartment at a very minimal fee.
The company van was not being used for shuttle service at the time, it was not mentioned in your booking that shuttle service was required, had it have been we could have organised the transfer with the local company we were using at the time, we did apologise for this and offered you a return transfer to the airport.
As per the guest welcome letter if there are any issues at all or if guests need anything we are more than happy to supply extra amenities without charge. As we had just taken over the resort we left the compendiums in the room as a kind gesture to guests to keep them both informed on the property as a whole but to also provide information on Broome and its surroundings. Had we had been notified of any amenities required we would have replaced them for you, this was also explained during your stay.
Oaks Cable Beach Sanctuary is very close to Cable Beach, it is only a 10 minute leisurely walk to the end of Sanctuary drive. Again, we do apologise for the inconvenience this caused during your stay and we hope that in future we can welcome you back to an Oaks property again.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.