On arriving at 'the lodge' we were met by the receptionist and shown to our villa. On entering our villa we noted that there was a communal lounge/kitchenette area with 4 adjoining rooms (2 each side with one common entry foyer leading to two rooms each having its own lockable door). Because we were traveling with two small children we hired two separate rooms next to each other and planned on locking the single door leading out to the communal area such that we could then lock the door leading out to the communal lounge/kitchen. Noting that there was no key provided to lock this door we explained the situation to the receptionist and asked for the key so that we could prevent our little ones from wandering out of the suite (or strangers wandering in). The receptionist agreed that it was the most sensible arrangement and promised to deliver the key to us as she left at 5pm. On returning from our walk we found that the key had not been dropped off so we called the reception only to find no one manning the phones. I had to call three times and leave several messages before someone called us back. The person that did eventually call me back spent several seconds listening to the story of why we needed a key and then proceeded to tell me that we just needed to relax more and that all of the guests are paying the same huge fee per night and therefore are all good quality, trustworthy moral people.
The following morning the receptionist that had initially agreed to give us a key came to our table at breakfast time and made a half-baked apology followed by some excuses but impressed upon us that it would be sorted asap. Needless to say this pattern followed for the following two nights whereby the same member of staff would promise a key but it would never appear followed by the same shallow apology during our breakfast. This, added to the myriad of other issues such as smelly toilets, ants swarming everywhere in the room, finding a dead decomposing mouse behind the blinds in the childrens bedroom, dirty carpets and walls, impractical furniture, an overly controlled breakfast environment, and a total misrepresentation on the companies website in relation to what the rooms really look like and contain, lead to us making the decision to cut our holiday at Moondance short.
I would also like to go into more detail about the restaurant/in dining menu (if you can call it that). When traveling with two small children you can sometimes be caught out with meals…after a long day out visiting farms, ice cream and chocolate factories you return home too tired to cook or unable to eat out due to the fear of temper tantrums given the long day - this means that food needs to be available on site. While Moondance lodge offer in room dining (which we know because we asked them, but you would never have guessed it as there is nothing to in the room to suggest that this service exists). However, the rules are as follows: Orders MUST be in before 3pm (as we sadly found out when we checked in with no food after a 4 hour drive, two tired kids at 4pm only to be told that we were way too late to order from the in room menu)…. all orders must be delivered at strictly 5pm – no sooner no later. Okaaay! Well least it’s food we thought…right? Wrong…Pizza of two varieties or Thai green curry. So to get this straight, you must order before 3pm for a 5pm delivery of Pizza or one sort of curry which begs the question, why would anyone choose this option and pay inflated prices when one can simple plan to pick up a pizza elsewhere and bring it back to eat in their room. What a pathetic excuse for service; who does this 'service' actually benefit anyway?
Having regularly visited luxury holiday destinations such as Hayman Island (both with and without children) as well as staying in some very basic accommodation in the past, my husband and I feel we are well able to judge what is and is not good quality 5 star accommodation and service. We are not difficult people to please; we just want what we pay for. The disappointing thing about all of this is the dishonesty of the staff, the plain inability of any of them to be able to follow through with a simple fair request and to provide the basics that one would expect in a 5* facility. It astounds me to think that such a basic request to lock a door at nighttime should be regarded as unreasonable and to then be lectured about needing to relax. How unprofessional and demoralising would it be to tell a customer day after day to their face that yes a key can be delivered and for it to not be followed through and to then have to apologise on a daily basis for it – shameful. As others who have commented on this website before me, the owners were of course nowhere to be seen for our entire stay, if only they new what a cockamamie service their staff are providing perhaps they would put in an appearance every once in a while – or perhaps they are too busy enjoying our hard earned money! What a disgrace.
Having said all of that, I will give credit where it is due. The positives: the lady that came to clean our room each morning was very friendly and especially lovely to the kids, their best staff member. I am also very grateful for the chocolate bunnies that were left on each of the kids’ pillows (Easter time); this was a very thoughtful touch.
Seriously though, don't waste your money, this is not the 5* experience that it claims to be. The villas are nothing more than primped up motel-style rooms and the customer service is awful. I can't see this as a viable option for anyone, be it families with young kids, families with teenagers, older couples, young couples, honeymooners, no one! The biggest problem as I see it is the general lack of skill in service and attention to detail that a successful five star establishment needs in order to build and maintain quality service and the absolute misrepresentation via website media on the content and style of the accommodation.
- Also Known As:
- Moondance Hotel
- Moondance Hotel Margaret River
- Official Description (provided by the hotel):
- Moondance Lodge is the award-winning international five star luxury boutique retreat in the heart of the Margaret River Wine Region. Dedicated to soulful travel, Moondance offers inspirational wellness experiences that nourish the soul and let your spirit soar. The contemporary Australian designed and Asian inspired boutique hotel has a main lodge, eight luxury Moondance suites with private decks and a communal villa lounge and restaurant, plus a cozy loft suite. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with TripOnline SA and Otel so you can book your Moondance Lodge 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.