My fiancee and I stayed here over a recent long weekend, and while the property itself was comfortable and pleasant, we will not return because of a sour taste left in our mouths by the attitude of the assistant manager, Susan.
On a recommendation from a workmate, and based on the reviews here, we booked our weekend's accommodation here. I booked through their website and at the time of booking, I noted the 'room and breakfast' rate was the same as the rate which also included a massage each and a dinner at their restaurant. Naturally I booked this package, thinking it was probably a special deal at the time, and received email confirmation of this price with its inclusions.
The next day however I received a telephone call from Susan who rang to inform me that the rate I had booked was not available and there had been an error on the website. She did not apologise for any confusion (and instead had a curt tone which almost insinuated I had deliberately tried to rip them off!) and offered to sell me a similar package (with less inclusions than the initial booking had offered), and for $200 more - naturally I declined. My first inclination was to stick to my guns, given I had written confirmation of the deal and the price, or withdraw my booking and stay elsewhere on principle, however conscience got the better of me and I decided to 'do the right thing'. We decided instead to support the local small business and changed our booking to B&B only at the correct rate. We tried to book a simultaneous massage for the two of us on the Saturday afternoon, but unfortunately this was not available as Susan explained theirs is only a small spa. We had no problem with this and decided not to arrange any massage sessions.
A week before we arrived, Susan was kind enough to send through an email to see if we wanted to make any bookings for dinner or massages, given it was anticipated to be a busy weekend. This was appreciated and we booked dinner, but no massages.
My fiancee injured her back in the days leading up to our weekend away, so after the drive from Townsville she was feeling quite sore. When we arrived, we explained this to Susan and asked if there might be any available bookings for her to have a last-minute massage. To this, Susan replied "You people make me so angry when you do this! This is why I asked you to book ahead!". We were more than a little taken aback by this response and very nearly walked away, but her back was really very sore so she booked in for a half hour massage. For the record, my fiancee reported the spa was very pleasant, and the masseuse was good.
That night we had dinner at the restaurant - the food was very good, as was the service.
After checking out on the Monday, I received a phone call from Susan to let me know that I had left my iPod cable in the villa. Unfortunately I was out of radio range when she rang and we were already 2 hours away by the time the voicemail came through, so on returning home I contacted Susan to ask if she would post it back to me, and offered to reimburse her for the postage. I was surprised to read in her reply email that she would charge me $10 for postage, when really the post bag and stamp would have cost less than $5. I replied to Susan that I would have thought instead that she would have taken the cable to the post office and charged me for the cost of the satchel and postage. I reminded her of the error on their part with my initial booking and thought perhaps it would be a gesture of goodwill for her to do this.
She did not reply to this email, but a few days later I received my cable with an enclosed credit card docket (using my preauthorised credit card) for $10.25 - that is, $10 for her postage fee, plus 0.25% credit card processing fee!!
I am aware that I may sound petty by squabbling over this small amount, but it is the principle of the matter, not the money itself which has galled me. Susan's general attitude, from her response to their initial mistake with the reservation, to her perfunctory reply to our query regarding massage bookings, and finally the saga of the lost cable reminded us that it doesn't matter how nice your restaurant or rooms are - in the hospitality industry it's the staff that make all the difference.
The place was nice enough, but our experience was soured and when we next return to the region we will stay elsewhere.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We are very sorry to hear that the reviewer’s experience with one of our team overshadowed what would otherwise have been a very positive review.
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I can assure readers that the difficulties encountered by this reviewer are a very isolated incident – indeed we receive a great number of rave reviews on the friendliness of our staff – particularly Susan. I am unable to speculate as to why this reviewer has had a contrasting experience, but would like to offer our sincere apologies that this has marred their stay with us.
An unfortunate part of our industry is that sometimes, despite best intentions, things do not go as planned. We pride ourselves on doing everything we can to rectify the situation if and when things go awry. I am sorry to hear that in this instance, we fell short in our efforts to accommodate our guest’s requirements. This feedback will certainly be used to improve the way we manage these interactions in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.