We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Disappointing for 5-star boutique” 2 of 5 stars
Review of Eichardt's Private Hotel

Best prices for your stay
Enter dates for best prices
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Show Prices
Compare best prices from top travel sites
and 7 more sites!
Save
You added Eichardt's Private Hotel to your Saves list
Eichardt's Private Hotel
5.0 of 5 Hotel   |   Marine Parade | PO Box 1340, Queenstown, New Zealand   |  
Hotel amenities
Ranked #8 of 57 Hotels in Queenstown
1 review
5 helpful votes 5 helpful votes
“Disappointing for 5-star boutique”
2 of 5 stars Reviewed January 3, 2014

We stay at 5 star hotels on our holidays and always look forward to the great service that distinguishes 5-star hotels. The Eichardt- in queenstown was a huge disappointment where we stayed a week over the New Years break. The location is fantastic and staff (very limited) were kind and helpful. However it seemed clear that eichardts is not focused on offering the 5 star hotel experience at the level of other boutique hotels ( like the browns hotel in London and others where we have stayed.) the price was 1500 NZD per night and not worth it because the hotel had limited staff and it made us - the clients-uncomfortable to further stretch the staff. The receptionist/concierge was also serving food, doing turndown service, moving luggage, serving drinks. As a client , while we paid 5 star prices, did not get the corresponding service but the staff was trying so hard that we empathized with them and did not want to ask for any of the amenities (eg turndown service not done because they were short on staff or .cleaning staff to vacuum as part if the daily cleaning or waiting 30 minutes for breakfast because there is one cook). As we did he Routeburn trek prior to checking into the Eichardt, our first night in queenstown was at the Novotel queenstown where we paid 250 NZD per night. While the Eichardt property location is nicer, the location was the same as the Novotel. The service was arguably better at the Novotel where they had enough staff to address customer needs. It seems a shame that a property like eichardts is cutting corners at the expense of the guests customer experience and we felt really badly for the staff who were run ragged. It seemed like a comedy movie where the same person who is booking your activities is serving your breakfast who is doing the turndown service and then making drinks in the bar! Pet peeve- for a 5 star hotel breakfast you expect fresh orange juice and even on that the hotel was cutting costs with bottled concentrate "pure" juice (we saw them pouring from the plastic containers purchased at the supermarket). I am glad to know that the hotel is making money but I think it will be short lived if customers do not have a good experience . Our advice if you want a quality boutique experience --save your money ( don't stay at the eichardts in queenstown) and stay at one of the many other hotels in town and book at a real 5-star boutique in another city where you get what you pay for.

  • Stayed December 2013, traveled with family
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Eichardts, General Manager at Eichardt's Private Hotel, responded to this review, February 6, 2014
Thanks for your feedback Linda, although I am somewhat disappointed to read some of the comments obviously.
We take our commitment to guest service very seriously, it's what sets boutique luxury hotels apart from the rest, as seen in many previous reviews. Contrary to how it may have appeared to you, having staff that serve guests in a number of areas typifies and exemplifies attentive service - the fact that the Guest Services manager looks after every part of your stay from start to finish like a personal butler is what we are about. If a guest I am dealing with would like a drink, I personally get it for them rather than send them to the bar to order one - in my view that is detailed guest service rather than a result of a lack of staff - this is what I expect of my team I am happy this was the case but confused as to why this would be an issue for you.

Our guest services manager spent a huge amount of time and effort coordinating activities and daily movements for the family, approximately 40 hours prior to arrival and a similar amount during the stay. The family refused to travel half a block to be transferred to a skydiving rendezvous so my guest services personally drove them 30 minutes out of town to the airfield, waited for the family to jump and then chauffeur back to the hotel, to me this is above and beyond - but typical of what we do. We then walked to the store to collect your photos while you dined - great service. Guest services called a salon to bring in staff on a day off to get a cut for one of the children - this is service you don't get from standard hotels but it is what I would expect from my team.

To clear up some specific points mentioned, Turndown service is provided nightly - except in instances where guests are in bed early, or decline the invitation (as happened in this case), similarly with housekeeping - occasionally guests will simply request a change of towels and straighten bed linen, this also happened. I understand one morning two housekeepers each thought the other had vacuumed, a one off mix up which does not represent daily procedure.

Our food and beverage offering is second to no hotel in Queenstown, backed by any number of reviews. Personalised service is a big feature of this as well as the outstanding quality of food and beverages available. I'm not sure how many restaurants squeeze juice to order, we use bottled 100% squeezed juice - certainly not a concentrate. We do however bake our own bread, make our own bacon, prosciutto, ham and smoked salmon. house made macaroons, truffle chocolates & petit fors, hand foraged herbs and home grown vegetables & fruit - I am fairly certain we are the only restaurant in Queenstown that goes to this level of detail in producing quality menu items.

Sincerely
James Cavanagh
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

128 reviews from our community

Traveler rating
    113
    8
    3
    2
    2
See reviews for
27
72
4
5
Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    5 of 5 stars
  • Service
    5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    5 of 5 stars
Traveler tips help you choose the right room.   Room tips (38)
Date | Rating
  • English first
  • Any
English first
San Francisco
Contributor
13 reviews 13 reviews
13 hotel reviews
Reviews in 12 cities Reviews in 12 cities
12 helpful votes 12 helpful votes
5 of 5 stars Reviewed November 29, 2013

Planning my next trip to NZ reminded me that I never did reviews for my last one. On other trips to the Queenstown area we’ve stayed out of town at places like Blanket Bay, but this time we decided to stay downtown, and I’m very glad we did, it was a wonderful experience. The location can’t be beat, everything is within walking distance. We had an absolutely perfect view from the room (we were facing the lake), and the suite itself was one of the best designed hotel rooms I’ve ever been in, extremely well thought through in addition to being beautiful.

Stayed January 2013, traveled as a couple
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Eichardts, General Manager at Eichardt's Private Hotel, responded to this review, February 6, 2014
Thanks KJ, glad you enjoyed your visit with us.
The urban location is one of great features - with all the services of a luxury wilderness lodge, you still have walking access to all Queenstown has to offer, great dining, activities etc.
Many guests come to us and remark on the change of aspect from a more remote itinerary and enjoy being able to stroll the town and the vibrant atmosphere.

Hope to see you next time you visit New Zealand.
James
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney, Australia
Reviewer
3 reviews 3 reviews
5 of 5 stars Reviewed October 28, 2013

Stayed here for 4 days and enjoyed every minute of our time at Eichardt's Hotel. Absolutely beautiful hotel, right in the centre of Queenstown. Absolute luxury! All of the friendly staff cannot do enough to help! We'll definitely be back for another stay.

Stayed October 2013, traveled as a couple
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Eichardts, General Manager at Eichardt's Private Hotel, responded to this review, February 6, 2014
Thank you for your feedback, lovely to have you with us and look forward to seeing you again next time you are in Queenstown.

Best wishes,
James Cavanagh
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne, Australia
2 reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed September 29, 2013 via mobile

We've stayed a number of special places and wow, what a wonderful experience at Eichardt's; 6 nights, 2 suites in the main hotel. Beautifully appointed rooms - warm, romantic, luxurious. Decor fitting for this Devine old building. Fabulous food (chowder is a must!), great bar/restaurant, terrific local wines, super friendly and efficient service. Amazing local tours. Location, location in a very special town. Re-booked already! :) :)

Stayed September 2013, traveled with family
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Eichardts, General Manager at Eichardt's Private Hotel, responded to this review, October 13, 2013
Thanks for your feedback Chelsie!
Queenstown at its finest in September, lots of snow around and sunny skies to keep smiles on faces.

These guests were guided around the snow by one of our in house ski guides, just one of the many amazing services we can offer - along with personalised wine touring at some 'closed to the public' vineyards.

At Eichardt's it's all about what YOU want to do, and what we can do to create an amazing guest experience.

Look forward to seeing you again next year!

Regards,
James Cavanagh
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Senior Reviewer
6 reviews 6 reviews
Reviews in 3 cities Reviews in 3 cities
3 of 5 stars Reviewed September 12, 2013

nice bar, warm and cosy with a fireplace, we had a few wines and some truffle dusted chips. I would say it is small and people can hear each other talk as the music was not loud enough. I felt as though they were trying to clear people out as the music was so low and we felt like we were intruding a bit, this was 9pm on a friday. Also there was a problem with the toilets being blocked but they were trying to fix it. maybe good with a group not so much for a couple. The wine list was good and the wine glasses were proper glasses for the type of wine served.

Stayed September 2013, traveled as a couple
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Eichardts, General Manager at Eichardt's Private Hotel, responded to this review, September 15, 2013
Thanks for your review of the bar folks.
It is indeed a small and intimate bar, and the crowd is generally more couples and fours than larger groups. Saturday nights are our busiest, as you mention it was quiet around 9, we get a second wave of customers after that with the post dinner crowd in for cocktails - certainly not hurrying anyone out the door at that time so I'm sorry if you had that impression.

Thanks for the positive note on the wine list and glassware, we really rate our wine list as one of the better ones n town, certainly in terms of value and difference - and yes it does make a difference what glassware is used you are so right!

Hope to see you again soon,
James Cavanagh
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Au, Switzerland
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
19 helpful votes 19 helpful votes
5 of 5 stars Reviewed July 18, 2013

Just back from a short break to Queenstown where we stumbled upon Eichardt's. We liked it so much we went twice in the evening for tapas and once for breakfast. The food is beautiful - fresh, local ingredients, well prepared and presented, all complemented by great local wines. The prices are no more expensive than a normal cafe or tapas bar but the service is much better and the location and ambience are excellent. Queenstown's hidden gem right in the centre of town on the lake front.

  • Stayed July 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 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.
Eichardts, General Manager at Eichardt's Private Hotel, responded to this review, July 22, 2013
Thank you for taking time to post your thoughts.
You've ticked off most of what we do really well, so glad you found us! Take time to explore the wine list and you'll uncover some local gems you might not get on the tourist trail, and our sommelier can lead you through the pick of the bunch.
Winter is a great time to be tucked up by our fireplace and working your way through the tapas selection, hope to see you again soon.

Regards,
James Cavanagh
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne, Australia
Senior Contributor
25 reviews 25 reviews
9 hotel reviews
Reviews in 14 cities Reviews in 14 cities
17 helpful votes 17 helpful votes
5 of 5 stars Reviewed July 3, 2013

This hotel is a gem. Exquisitely transformed and decorated, wonderful staff and a superb location. Nothing seemed to be too much trouble for the staff and the hotel is within easy walking distance of most of Queenstown. Add to this the perpetual holiday atmosphere that abounds in Queenstown and you have a recipe for a fabulous stay. Absolutely delightful.

Room Tip: The rooms facing Queenstown Mall can be noisy, especially on weekends from adjacent clubs.
See more room tips
  • Stayed June 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.
Eichardts, General Manager at Eichardt's Private Hotel, responded to this review, July 5, 2013
Thank you for your feedback JF, glad you enjoyed your time in Queenstown and at Eichardt's. Guest service is obviouly a big focus, and we will do anything possible to accommodate requests - it's a 'yes we can' culture, and we like a challenge!

Look forward to seeing you again soon.

Regards,
James Cavanagh
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hotels you might also like...
mm/dd/yyyy mm/dd/yyyy
Price Your Stay

Been to Eichardt's Private Hotel? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Eichardt's Private Hotel

Address: Marine Parade | PO Box 1340, Queenstown, New Zealand
Location: New Zealand > South Island > Otago Region > Queenstown
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Suites Wheelchair access
Hotel Style:
#4 Romantic Hotel in Queenstown
#8 Luxury Hotel in Queenstown
#26 Family Hotel in Queenstown
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — Eichardt's Private Hotel 5*
Number of rooms: 5
Official Description (provided by the hotel):
HM Magazine (Australia) Best New Zealand Hotel 2014. Eichardt's (I-carts) Private Hotel provides fine accommodation in five luxurious Hotel Suites, four Lakefront Apartments, and the Eichardt's Residence, all located in the historic district on a premium lakefront position at the heart of Queenstown's cafe and restaurant precinct with some of the finest international shopping labels an easy stroll away. The Hotel reflects contemporary provincial elegance, its modern features in perfect harmony with the distinctive antiques and luxurious furnishings of this New Zealand icon. The Lakefront Apartments, just a few paces away from Eichardt's Private Hotel offer stunning views of Lake Wakatipu and nearby mountain ranges. The Residence, located on an elevated position, a few minutes walk from the hotel is set over three levels and offers three suites, each with large ensuite, movie theatre, full European kitchen, and three lakefacing balconies. Queenstown's premier lakefront address offers a welcoming and stylish environment for sampling mouth-watering creations and timeless cocktails. Eichardt's Bar oozes the warmth, comfort and style of this beautiful old hotel with amazing views of the lake and surrounding mountains. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Expedia, Booking.com, Hotels.com, Priceline, Agoda, HotelTravel.com, Odigeo, TripOnline SA and Tingo so you can book your Eichardt's Private Hotel reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Eichardts Private Queenstown

Owners: What's your side of the story?

If you own or manage Eichardt's Private Hotel, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.