This hotel advertises its rating as 4.5 - 5 stars. In my opinion and based on my recent experiences here, I cannot say that I can agree with this assessment.
On arrival, during a heavy rain shower, we found water coming in through the terrace roof and our lounge area. Bearing in mind there were electrics running through this part of the accommodation, I was concerned about the effect of the leaks. The owners dismissed my concern, mopped up the water and offered a glass of wine! This did not bode well for our stay...the following morning there was some dispute over which breakfasts had been ordered - the host even got our the pre-order form out to make a point! Given our roof top suite, I found no evidence in any room literature (there was none) of hotel instructions as to emergency exits, but later found one, disguised behind large potted plants on the ground floor. On requesting a G & T from their honesty bar - one bottle on the shelf was empty and they had run out of tonic.
As regards payment, we had been told that to pay by credit card would cost an extra 2.-3% on our bill, so I suggested we pay by AUS$ travellers cheques - this seem to be a problem as the hosts were unsure how to process this. Finally, I said we would pay by cash and lifted the appropriate amount from the ATM.
Having left my other half to settle the account, we duly left to have breakfast at a local cafe. We left Phillip Island about 1.5 hours later. On arrival back at our other temporary accommodation on the Mornington Penninsula, I checked my mobile phone to discover a voice message had been left about 2 hours after we had departed the Caste to say that they had been trying to contact us and that we had only paid less than 50% of our total bill and the rest would be deducted from the credit card!!!! We knew this was not the case, as the host had given $10 back in change from the exact amount lifted from the ATM,
I cannot begin to think what was going on at this point, but telephoned the owners who quickly backed down on this claim of underpayment!
The above does not cover all the snagging we found at this establishment and to say we were thoroughly disappoiinted with our experiences represents how much we believed the marketing literature.
I suspect this establishment at one time did come high recommended, but something has drastically shifted as regards quality of accommodation and service today and as for the claim of underpayment, I am still at a loss to know what was going on, but it has left me unable to recommend this estatlishment or to make much in the way of positive comments to potential customers
- Official Description (provided by the hotel):
- The Castle Luxury Villa offers you your own island oasis and perfect carefree holiday accommodation, footsteps from the beach-front and hidden away in a magical garden ... more less
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- Also Known As:
- Castle Hotel Cowes
- The Castle Villa By The Sea Phillip Island/Cowes