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“Romantic Heritage, Queenstown” 5 of 5 stars
Review of Heritage Queenstown

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Heritage Queenstown
4.5 of 5 Hotel   |   91 Fernhill Rd | P O Box 648, Queenstown 9300, New Zealand   |  
Hotel amenities
Ranked #26 of 58 Hotels in Queenstown
Auckland, Auckland, New Zealand
Contributor
15 reviews 15 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
3 helpful votes 3 helpful votes
“Romantic Heritage, Queenstown”
5 of 5 stars Reviewed August 28, 2012

So what couldnt be Romantic in Queenstown, what an amazing place... Heritage Hotel is up the hill (Fernhill) from the centre of town, its prob 1 to 1.5ks walk... but its so beautiful to walk into town on a crisp morning looking at Remarkables.. the rooms have huge beds, baths.. serviced daily.. Food in restuarant is great, and staff are friendly.. highly recommended if you dont mind a small walk... but you can catch buses in.

Room Tip: we got a great deal.. only $119. per night had all we needed, kingsze bed, bath.. verandah.. small v...
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  • Stayed August 2012, 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
    • 5 of 5 stars Cleanliness
    • 4 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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853 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (246)
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English first
Brisbane
Contributor
15 reviews 15 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed August 25, 2012

I stayed in this hotel during a ski trip. It's a bit far from the city center up on the hills but has an undercover carpark which was free so good if you have a car. The rooms are ok, located in separate buildings though and very dodgy furnitures. Actually the quality of the furniture was somehow odd. The furnitures were the type you find at Salvo's stores. The staff were friendly, there is a gym and a small spa, nice for days you don't/can't ski. There is a buffet breakfast for 20 bucks a day which was OK. All in all for the price that I got my room for on Wotif, it was a pleasant stay. I should also mention stunning views.

  • Stayed August 2012, traveled solo
    • 5 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Auckland, Auckland, New Zealand
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed August 25, 2012 via mobile

We stayed in a 3 bdrm forest view villa! The villa is well laid out with all the living downstairs including an open gas fireplace and the 3 berms upstairs!

The bathrooms are well appointed with walk in showers and underfloor heating and the en suite has a tub that looks out to the forest and lake! Bliss!

The villa was really warm, had a full kitchen which we never used cause of all the food options in queenstown! All has full laundry facilities!

The villa was serviced well every day and the staff were very very friendly! Special shout out to Simon who is extra nice! Can't fault them!

The location is an easy 15 min to queenstown but 20 min back because of the hill ... Which is steep but a good workout! We drove primarily and the villas had single car garages which is means no early morning ice on the windscreen!

The sauna is nice, but the spa could use a renovation! Was warm but felt a little grungy! Even tried the pool to cool off from the sauna .. Was good and at 22'c refreshing! Never used the gym but seemed ok!

The wireless was good ... 500mb a day! However no wireless on the villa's ... Just wired! However if you are lucky like we were they have a few apple airports which means you get wireless in your villa!

Only drawback: please get flat screen in the villa's! Nothing worse than laxing in the nice couches and watching a 21-inch CRT!! Other than that excellent!

Highly recommended and would def stay in one of the villa's again!

Tip: the forest view villa's still have decent lake views!

  • Stayed August 2012
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Auckland
Top Contributor
56 reviews 56 reviews
18 hotel reviews
Reviews in 23 cities Reviews in 23 cities
30 helpful votes 30 helpful votes
3 of 5 stars Reviewed August 24, 2012

We are kiwi and have been all over the world but stayed in July and whilst this is well-located, quiet and handy to town, we were disappointed with the breakfast food and picked up a tummy bug almost immediately meaning we had to stay in our room that morning and miss out on half a day till it had gone through our systems. I think the bacon was undercooked and/or old. We were due to stay a week so each day we had to eat elsewhere and this despite the hotel trying to reduce the $31 cost with promotions, eventually coming down to $21 each as a school holiday special (which we still avoided).

The canape snacks are a trap because we spent $26 on drinks for the privilege! In the end they should have a "happy hour" which would make more sense at that time. Car parking underneath is a great design feature but we found it hard to park most days. Wireless internet is expensive and not reliable near the back "mountain view" rooms; what a shame. On leaving we were disappointed to see you pay a surcharge to use a credit card. Most businesses accept credit cards and follow national guidance not to pass this on to the customer. So when we were overcharged for the same breakfast twice, we complained to the trainee and a breakfast was deducted but not the surcharge refunded for that portion. In the end it just left the feeling that we had been majorly stung with quite average accommodation and food and steep internet.

We thought it was ok and a hotel with much potential if they trained their staff better and had a quality improvement drive especially in the kitchen regarding hygiene. Perhaps with such an early start for ski-iers food is hanging around a lot? Not everybody goes to Queenstown to ski and so breakfast at 930am should still be safe to have, which ours was not.

  • Stayed July 2012, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 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.
Heritage_Queenstown, General Manager at Heritage Queenstown, responded to this review, August 29, 2012
Thank you for your feedback following your recent stay at Heritage Queenstown. Please accept my sincerest apologies for any inconvenience caused.

I was most concerned to learn of the problems you experienced during your stay, particularly with regard to your comments regarding the food and the application of the credit card surcharge. Please be assured that I have discussed your concerns with the hotel Executive Chef and am able to confirm that we operate a very strict food control plan with a high level of focus on food hygiene. We treat any allegation of poor food hygiene extremely seriously and would appreciate any opportunity to discuss this further with you. With regards to the application of the credit card surcharge, this is identified on arrival and via our website and is currently in line with New Zealand and Australian hotel standards.

Once again, thank you for your feedback I do hope that we have an opportunity to welcome you back in the near future. This will allow us an opportunity to show you the level of service that we pride ourselves on and one would expect from Heritage Queenstown.

Kind regards

Carey Norton
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Auckland, NZ
Senior Contributor
22 reviews 22 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed August 20, 2012

Me, my husband and daughter (2), stayed here for 8 nights in a two bedroom suite which was wonderful, except we didn't have any views (maybe should have asked when we booked). We had two bedrooms and semi full kitchen, lounge with gas fireplace and one bathroom (separate shower, bath & toilet altogether). The kitchen utensils were very minimal, but on request they delivered with the next clean. (potato peeler, scissors, dish brush and a fireplace safety screen). The decor in our room was ok but did look tired and in need of a pick me up. They have a lovely open lit fireplace in the bar area with the main restaurant right there too. We had some lovely meals there, although one night the service was terrible. They had a great childrens menu too. There was a spa/swimming pool which were good, the swimming pool was luke warm so being winter I didn't go there but the spa was excellent. We had a rental car and parking didn't seem to be a problem although if you returned a bit late in the day it was getting busy. All in all we would stay again as the facilities suited our family.

  • Stayed August 2012, traveled with family
    • 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
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Contributor
14 reviews 14 reviews
Reviews in 5 cities Reviews in 5 cities
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed August 20, 2012

We originally booked a Sunday night through Wotif and congratulated ourselves on the $89 room price. Closer to the date (a week away), we decided to phone the hotel directly and book for Saturday night as well. The cheerful woman accepted our booking and, yes, it would also be at the $89 rate. Arrived Saturday evening, and the furrowed brow of the receptionist as she scrolled through the computer suggested all was not well. The arrival of a duty manager confirmed our thoughts - we hadn't been booked in. However, after several whispered conversations (what was so secret?) between the receptionist and duty manager we were told they had found us a room but we would have to vacate it by 10am Sunday and move to the one allocated to us for that day. Nice room it was, spacious and light and with a lake view. But most definitely tired and due for the upcoming makeover. Next morning we arrived at reception at 10am ready to swap rooms, only to be told our Sunday room wasn't ready. And for a brief moment they really expected us to wait in reception. No, we said, we'll return to our original room and wait for your phone call. Two hours later we phoned reception; still our room wasn't ready. Finally, at 1.45pm we were given the keycard (but not before a room maid clearly did not understand the meaning of the "do not disturb" tag hanging on our door). The second room was dark, pokey and facing trees. And why any decorator would fill a room so lacking in sunlight with dark furniture and slap on a dark blue feature wall beggars belief. We could go on about the "Horror Heritage", but we're over it. We do feel sorry for the staff who were pleasant and tried hard to be helpful. However, given the number of negative reviews this hotel has had, perhaps it's time the manager actually showed his face on the shop floor and did a bit of grovelling (joke) to guests like us who were clearly not having a great experience. It will take plenty of positive reviews before we would consider returning.

Room Tip: Insist on a lake view. And remember this hotel is sited in Fernhill, next to the wildly optimistical...
See more room tips
  • Stayed August 2012, traveled as a couple
    • 2 of 5 stars Value
    • 2 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Heritage_Queenstown, General Manager at Heritage Queenstown, responded to this review, August 29, 2012
Thank you for your feedback following your recent stay at Heritage Queenstown. Please accept my sincerest apologies for any inconvenience caused.

I was most concerned to learn of the problems you experienced during your stay, particularly with regard to the initial difficulty experienced with your reservation as well as the lack of follow up and attention to detail during your stay. Please be aware that I have met with the Front Office Manager and Reservations Manager in order to discuss your feedback. As a result we have reviewed our reservation and front desk handling procedures. With regards to the décor of the rooms, I am pleased to advise that we are beginning a refurbishment of the hotel rooms in September, with completion of the first two hotel wings due by mid December.

Once again, thank you for your feedback I do hope that we have an opportunity to welcome you back in the near future. This will allow us an opportunity to show you the level of service that we pride ourselves on and one would expect from Heritage Queenstown.


Kind regards


Carey Norton
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
ireland
Senior Contributor
26 reviews 26 reviews
19 hotel reviews
Reviews in 21 cities Reviews in 21 cities
63 helpful votes 63 helpful votes
3 of 5 stars Reviewed August 20, 2012

Stayed for a girls' weekend in one of the Lakeside Villas. Firstly, the view from our lakeside room was second to none, it was stunning, unobstructed view of the lake from our balcony.

However, then there were several issues. The first night a very strong odour came into the room - smelled like someone was cooking a very garlicy curry very near our room! It was actually making our eyes water. We called the Porter to come and have a sniff and he was shocked.

We rang Reception again and they said because of low staffing it would be an hour before any other room would be ready for us. This was 9.30pm. We eventually got moved.
The second room was bigger and the view, again, was stunning.
However, the blankets are very thin and make quite a loud rustling noise so it's hard to sleep.

Then the first morning we woke up to find that there was no hot water.... in the entire building. Eventually it because luke-warm and we were able to shower. Not before several calls to Reception and being offered to come down and use the showers by the pool. No thanks, I'm paying for a room to have functioning hot water.

Second morning, same story, no hot water. We met other guests who complained of the same issue. Reception told us it's because the boiler is old. I would recommend perhaps investing in a new boiler!!

On a positive note - we were given a good discount on departure because we were so unhappy with the water situation and the hotel also gave us a complimentary bottle of wine.

Would I stay there again on my next trip to Queenstown? No chance. They dealt with complaints well but the issues really shouldn't have arisen in the first place.

  • Stayed August 2012, traveled with friends
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 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.
Heritage_Queenstown, General Manager at Heritage Queenstown, responded to this review, August 29, 2012
Thank you for your feedback following your recent stay at Heritage Queenstown. Please accept my sincerest apologies for any inconvenience caused.

I was most concerned to learn of the problems you experienced during your stay, particularly with regard to the lack of hot water over the two mornings of your stay. I am pleased to advise that we have since been able to identify the cause of the lack of hot water and that this has now been rectified.

Once again, thank you for your feedback I do hope that we have an opportunity to welcome you back in the near future. This will allow us an opportunity to show you the level of service that we pride ourselves on and one would expect from Heritage Queenstown.


Kind regards


Carey Norton
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 Heritage Queenstown

Address: 91 Fernhill Rd | P O Box 648, Queenstown 9300, New Zealand
Location: New Zealand > South Island > Otago Region > Queenstown
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Spa Hotel in Queenstown
#9 Family Hotel in Queenstown
#11 Business Hotel in Queenstown
#21 Romantic Hotel in Queenstown
#25 Luxury Hotel in Queenstown
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Heritage Queenstown 4.5*
Number of rooms: 175
Official Description (provided by the hotel):
The Heritage Hotel Queenstown is has a ski lodge style building constructed from stone & Cedar, standing proud above the shores of Lake Wakatipu, with views of the majestic Remarkables Mountain Range. The main lodge building holds leisure facilities, bar and restaurant which is open for breakfast, lunch and dinner. The property also features a secure ski and snowboard storage area. ... more   less 
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Also Known As:
Heritage Queenstown Hotel Queenstown
Heritage Hotel Queenstown
Queenstown Heritage Hotel

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