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“Quiet and satisfactory” 3 of 5 stars
Review of SilverOaks Resort Heritage

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SilverOaks Resort Heritage
3.5 of 5 Hotel   |   349 Fenton Street, Rotorua 3201, New Zealand   |  
Hotel amenities
Ranked #83 of 94 hotels in Rotorua
Auckland Region, New Zealand
1 review
1 helpful vote 1 helpful vote
“Quiet and satisfactory”
3 of 5 stars Reviewed April 25, 2011

We stayed for three nights in a studio room on bed and breakfast basis which was adequate for our needs. Really enjoyed the hot water swimming pool. Also the spa pools. Staff were friendly particularly in the restaurant. and continental breakfast was OK.
Very quiet midweek.

  • Stayed April 2011, traveled with friends
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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157 people have reviewed this hotel

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Rating summary
  • Location
    3.5 of 5 stars
  • Sleep Quality
    3 of 5 stars
  • Rooms
    2.5 of 5 stars
  • Service
    3 of 5 stars
  • Value
    2.5 of 5 stars
  • Cleanliness
    2.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (36)
Date | Rating
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English first
Tamworth, New South Wales
2 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
1 of 5 stars Reviewed April 24, 2011

Booked via their central booking. When arrived, approx 6.30 pm, not two bedroom apartment. Office staff not helpful and an old receptionist said she was not paid enough to listen to us. Totally disgusted at the service. Worst NZ experience. Worst hotel ever stayed in, worst staff with no manners and communication skills. Never book this via web.

  • Stayed April 2011, traveled with family
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 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.
Greg W, Owner at SilverOaks Resort Heritage, responded to this review, 2 weeks ago
We are disappointed that you did not enjoy your stay in 2011

The Hotel has changed management since 2013, and we are currently reviewing all past feedback to ensure that any previous issues have been resolved

Thank you

Regards

Greg Wilson
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne, Australia
Senior Contributor
21 reviews 21 reviews
15 hotel reviews
Reviews in 14 cities Reviews in 14 cities
14 helpful votes 14 helpful votes
3 of 5 stars Reviewed March 21, 2011

On our NZ road trip we had just found a motel as we needed to. This time we asked at the Tourist Information Centre, and they said Silver Oaks had a 2 bed apartment for $90 per night Inc breakfast for 2 nights which we thought was good value. We found it fine - and enjoyed the pool. We didn't use the kitchen. The breakfast was good. I left some clothing behind and rang them. They had it, and sent it back home to me after I'd sent them a prepaid envelope. Back home I read the other reviews, and decided to say our experience wasn't too bad!

  • Stayed February 2011, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney, Australia
Senior Reviewer
7 reviews 7 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
5 helpful votes 5 helpful votes
1 of 5 stars Reviewed January 31, 2011

The hotel room was not what was advertised. Resort? No way!
The room was filthy. The carpet was smelly and badly stained. The kitchen was very dirty and full of grease grime. One of the spa pools was green with slime so we didnt even venture into the others, although waving a look at 2 others they were not much better. The beds fely like you were sleeping on dirty bedding. The loungue was broken with ripped fabric and smelt like something was either living in it or had died in it.
The place needs a complete overhaul. We feel we were mislead and completely ripped off. I have photo's but will escalate them to the group management and the booking agent.
Warning do not stay at this location!!

  • Stayed January 2011, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 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.
Greg W, Owner at SilverOaks Resort Heritage, responded to this review, 2 weeks ago
Thank you for feedback in relation to your stay in 2011

We are taking this opportunity to let you know we have made sunstantial changes to the hotel service and quality since your stay

We would appreciate the opportunity to accommodate you again.

Kind Regards

Greg Wilson
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New Zealand
Top Contributor
50 reviews 50 reviews
22 hotel reviews
Reviews in 18 cities Reviews in 18 cities
16 helpful votes 16 helpful votes
2 of 5 stars Reviewed January 19, 2011

We stayed for 3 nights in a 2 bed apartment with a kitchenette and living area. My first impression was that it was quite big and spacious with 2 little sofas and a good table in the kitchen area. Then after a few minutes it became apparent that it hadn't been properly cleaned ( crumbs on the sofa, hair in the shower cubicle), and that the decor was at least 15 years old and hadn't been modified.
There wasn't adequate cleaning equipment in the kitchenette, and only one small tea cloth, which we had to use as a dish cloth. All the crockery and saucepans needed to be washed before being used. On the plus side, they did give us a brand new dish brush after a day, and a few more tea towels when asked.
One of the window blinds in the bedroom was broken so couldn't be opened - and despite reporting this to reception on arrival, this was never fixed.
No chopping board or sharp kitchen knife were supplied, but the on-site restaurant provided us with them after a request.
There were no cushions on the sofas, and they were pretty uncomfortable to sit on.
The tap in the bathroom basin wobbled so much that we thought that it was going to fall off.
On the plus sides, the beds were comfy and clean. The place was spacious. There was a lovely little outside hot swimming pool. The shower was good. A selection of complimentary tea and coffee were provided.
The complex itself is very big and it could be fantastic. It just needs better management and more investment.

  • Stayed January 2011, traveled with family
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Auckland, New Zealand
1 review
1 of 5 stars Reviewed July 16, 2010

My wife had stayed here previously so we came down as a family.
I would never stay here again, and wouldn't recommend it either!!
The young lazy girl on reception was so rude!
She obviously didnt want to be there and sat on her chair rather than engage in conversation normally.
She had a facial piercing that looked like a metal wart and looked like she had just woke up.
She snatched our credit catd from us and threw our room key at us, all while moping and giving us "the evils"..disgusting behaviour.
The rooms were average, in need of repair and redecorating from the 80's decor to something modern would help...Maybe clean the shower to gid rid of mould?!
The oustside spa pool was ok, but the roof had fallen away and was replaced by a loose piece of rigid plastic.
Given the state of the place and the attitude we received they should pay visitors to stay there NOT the other way around!
FAR TOO OVERPRICED FOR WHAT IT IS!

  • Stayed July 2010, traveled with family
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SophieAuckland, Owner at SilverOaks Resort Heritage, responded to this review, December 2, 2010
We are very disappointed to receive your comments, in particular the attitude you appeared to receive from our receptionist, I advise that that receptionist no longer works for us, I believe she is how working for another Hotel.

We appeciate your comments both positive and negative as it assists is in improving our service to our valued customers

Regards Greg Wilson
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Russell, New Zealand
Senior Contributor
36 reviews 36 reviews
9 hotel reviews
Reviews in 17 cities Reviews in 17 cities
40 helpful votes 40 helpful votes
1 of 5 stars Reviewed May 21, 2010

This motel would have to one of the worst places we have stayed, we are seasoned travelers and were shocked by the condition of the room and the run down state of the complex.

We booked into the Heritage – Silver Oaks in Rororua on Fenton street on the Wednesday the 12th and 13th May 10.

We chose to return to this property, as in the past we have had many wonderful experiences with our family whilst staying at the complex when it was run by Hugh and Sandy Lilly, we thought this might be a nice trip down memory lane – this was not the case!!

We arrived in the early afternoon, on our arrival we were met by a lovely young lady who was very helpful, she gave us the key and told us where to park. We were directed to unit 5, where we were met by a very un-pleasant damp smell, we noticed that there were no towels, toilet paper, pubic hairs in the bottom of the shower and hair over the floor in the bathroom, a very dirty shower with mould around the shower door frame and cubicle, and the fridge was off.

We opened the windows and then left to enjoy some time with a very sick elderly aunt, the reason for our trip. On our return we attempted to watch the television, this was not a pleasurable experience as the TV screen was green, hence we turned it off!

Next we thought we might have a spa as this was why we booked a spa-unit – well that was a huge disappointment to say the least. The spa was in a state of disrepair in fact it was cracked so badly that we thought it may have presented a health and safety risk. To top that off when one looked up to the roof of the spa area there was copious amount of rubbish that had obviously been there for some time – no one had bothered to remove it – not a good look when you want to have a relaxing spa...

The smell did not get any better so the following morning we did some investigation and found damp and moldy carpet and walls around the inlet pipe to the thermal radiator on the wall. We went to the office and voiced our concerns and the potential health risks of the mould spores in the air whilst in the unit. The young lady was apologetic and extremely helpful and offered to move to another unit which was number 34. We checked this unit out first and again found that the radiator in the living room area was leaking and the carpet was damp and moldy – but not as bad as unit 5, however we did place a pot under the pipe to catch the drips and were amazed at the amount it had collected in 24 hours. We notified to office of our concerns again, however we had no choice but to take the unit on offer.

During our stay we very very disappointed with the presentation of the whole complex, overgrown weeds in all gardens, dead leaves everywhere, a pile of trimmings of shrubs and trees blocking the path to the tennis court and the back of the units, an interior chair placed against the tennis court fence had obviously been there for some time – overall not a good look.

We have been in the hospitality business ourselves for many years and would definitely not recommend staying at this property to the many guests who wish to be recommend where to stay around the country.

As you will see we have attached images as confirmation of the conditions we experienced for your consideration – we implore you to seriously consider some maintenance is carried out at the complex sooner rather than later.

We hope that this is not the standard that guests can expect from any of the other Silver Oaks properties – please...

  • Stayed May 2010, traveled as a couple
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Greg W, Owner at SilverOaks Resort Heritage, responded to this review, 2 weeks ago
Thank you for your feedback

The Resort is now under new management, and we would like to welcome you back to show, what we believe, is a substantial improvement in quality of the property and service

Kind Regards

Greg Wilson
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 SilverOaks Resort Heritage

Address: 349 Fenton Street, Rotorua 3201, New Zealand
Location: New Zealand > North Island > Bay of Plenty Region > Rotorua District > Rotorua
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#21 Spa Hotel in Rotorua
Price Range (Based on Average Rates): $
Hotel Class:3.5 star — SilverOaks Resort Heritage 3.5*
Official Description (provided by the hotel):
Need to revive and rejuvenate? Then select the SilverOaks Resort Heritage as your accommodation choice in Rotorua. The Resort is located in the heart of Rotorua with just a short walk to Te Puia, home of the World Famous Pohutu Geyser, and just 1km to the city centre.The Resort is perfect for both business or pleasure. The Resort has 41 rooms, including studio, one bedroom and two bedroom apartments, with a number offering a private spa pool or spa bath. The apartments offer a full kitchen lounge and dining area. Resort facilities include mini golf, tennis courts, heated swimming pool, spa complex, BBQ gazebo, breakfast room, guest lounge, conference rooms, internet cafe, wireless internet. The Resort in under new management and we are currently refurbishing the resort and adding additional services. We look forward to hosting our guests and welcome all feedback to assist us in providing a high quality product and service. ... more   less 
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Also Known As:
Silveroaks Resort Heritage Hotel Rotorua
Quality Inn Rotorua
Quality Hotel Heritage

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