My husband and I spent 2 nights of a 5 day vacation in Sydney at the Cypress Lakes Resort.
We reviewed their website and thought the photos/brochures looked pretty good. I must admit we chose this resort because of its facilities. Although we don't play golf I wanted to spend some time at the spa. I also needed to relax and spend some time with my husband before a 10 day business trip in Sydney and Melbourne.
We arrived in a Sunday evening just as it got dark and discovered a big group of executives had just finished checking in. There was no one to greet us at the lobby and no one to tell us where to park our car while we checked in.
The staff at the reception were very rude. My husband dropped me off so that I could check-in while he looked for a parking spot but no one seemed to notice I was waiting to check-in even after my husband spent a long time looking for a parking spot.
When they finally noticed that I had been waiting for a long time, the staff shoved a piece of paper in my hands and told me to complete it.
In all the 5 star hotels I have stayed at in the world... hold on, how about just in Australia since Australian 5 star service is not the same as Hong Kong or US 5 star service... anyway, in all the 5 star Australian hotels I have stayed at NO ONE has SHOVED a piece of paper in my hand, then TOLD me to complete the form and then gave me my keys WITHOUT telling me where my room was located in the resort.
This was quite a big resort, the rooms (or "villas" as the called them) were located in different areas in the resort. They didn't bother to ask whether we were familiar with the resort, not even when we told them it was our first stay at the resort and we didn't know where our villa was located. They SHOVED another piece of paper (a map) in my hands and told me it was all self-explanatory. I was NOT impressed. I didn't pay to stay at a 5-star resort with service like this.
They didn't bother to introduce us to the facilities, my husband and I were so lost we spend a good part of the evening reading the resort manual (luckily we're educated and can read lots of pages even though we had just survived a long haul flight).
Although there were lots of luggage desk staff wandering around with luggage carts, no one bothered to ask if we needed assistance with our luggage. Luckily we were only staying 2 nights and didn't have any major disabilities or back problems so we carried our bags to our room. We were also lucky our room was located on ground level so we didn't have to climb any stairs!
The room was definitely nothing near a villa. I've stayed in villas in SE Asia (ie., Phuket, Bali, Philippines, Malaysia, etc) so maybe I have mis-interpreted the meaning of a "villa" but I was pretty sure we were checked into a one-bedroom ROOM, not a one-bedroom VILLA.
We were given a room with a large living room that almost the same size of our bedroom. There was a sliding door which separated the room and bedroom.
The room was fine and comfortable. The bathroom was pretty big. Everything was clean but there were people partying nearby until sometime past midnight so I could hardly sleep the first night.
We were so disgusted by the service we got at check-in we decided to eat out for breakfast, lunch and dinner.
I went to the spa but the massage I got was mediocre... nothing compared to the Observatory or Four Seasons in Sydney. I thought everything was overpriced but the ladies at the spa were pretty accommodating when I inquired about changing my appointment.
We visited the gift shop and noticed a HUGE group of company executives (all men) getting ready to play golf.
I would recommend staying here only if you're in a huge group and don't care about personal service. We paid AUD240 for a one-bedroom villa (discounted rate) but I thought the room was worth no more than AUD170.
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- Also Known As:
- Cypress Lakes Hotel Pokolbin
- Cypress Lakes Pokolbin
- Cypress Lake Resort
- Cypress Lakes Resort By Oaks Hotels & Resorts Greater Newcastle/Pokolbin