Early May, a group of us, 10 hikers booked this hotel for 2 nights. It was pretty cold, and the central heating in the rooms was on, yet couldn't be turned down or off. The heaters must have been painted recently, and the paint fumes were just awful, even though the windows were open. We were up way earlier than breakfast time, as we participated in a hiking event, and they offered tea and coffee bags, luckily there was a toaster (we paid for breakfast, never had it).
We had 2 chefs with us who were our support team on the trek and they cooked outside in the cold at the car. They had asked very kindly whether they could use some facilities and were turned down, which was ok however, rudely. One of the hikers had taken the keys with her and the support team needed to get into her room to get something (nothing personal) and we asked very friendly, for help to get into the room which was declined. When we offered staff that they could come with us and watch us, it was declined in an unnecessarily rude manner by the young lady. In general, we decided that we would not stay in this hotel again. The place could be ideal, it is large and the premises are well looked after however, the staff was unfriendly and we did not feel welcome.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I am sorry that you did not enjoy your stay and would like to address some of the points you raised in your review.
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*The heaters in the rooms can be turned off but the temperature cannot be controlled in each room. As it gets very cold in the Blue Mountains we lke to keep the rooms warm and I am sorry that this was not to your satisfaction.
* The heaters were not painted, we had some of our rooms upgraded (freshly painted with new carpet) the week before your arrival, unfortunately there may have been a slight smell of the fresh paint. If you had made us aware that this was uncomfortable for you we could have moved you to a room which had not been upgraded so recently. But we wanted your group to go into our best rooms again apologies for trying to do the best by our customers.
* A Complimentary Breakfast was available from 7.30am -9am, if you were leaving earlier your breakfast could have been set up for you in the upstairs TV room if you had made any staff member aware of your early departure. This is something we do regularly for early departures and is noted on our website.
*Your 'chefs' asked my husband Ben if they could use our kitchen to cook in, he said that was not possible and was in no way rude about it. Our Kitchen is a large commercial kitchen not suitable for anyone not employed by us to use regardless of their profession. Being chefs they should be aware of OHS, Insurance etc. Before your arrival I had emails from members of your group asking if we had cooking facilities and they were made aware that we didn't so this was known to you before arrival. Your chefs should not have been cooking anywhere on the premises.
*The lady that asked the staff member for access to another guests room was told by that staff member that she did not know who she was and she could not let her into another guest's room under any circumstances. This is standard practice for any hotel not to allow access to another guest's room. Unfortunately the lady did not understand this and became agitated with the staff member who was only following hotel policy.
Myself and my husband spoke with one of the ladies from the support team each day and asked how they were getting on, and how the walk was going. She very kindly informed us of how everyone was doing with the walk. We had several conversations with her and she extend ed her stay. I personally spoke with one of your group (Emily) who needed to leave a day earlier and I wavered the cancellation policy and gave her a full refund which she was very grateful. So to say that the we were unfriendly and you did not feel welcome because you were not allowed to cook in our kitchen or access another guest's room I think is extremely unfair.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.