The location is perfect and the property is stunning. The facilities are clean and my room was lovely. My concern here is less to do with the property or actual accommodations and is more to do with my expectation of the type of service I will receive when paying 5 star prices. This was my first time to Byron Bay so was looking for some guidance on things to do and places to go. I suppose I was really needy as far as guests go, I was just surprised at how hands off the service was. I arrived early in the morning and planned to just drop off my bags and hit the beach until it was time to check in. Nobody was onsite when I got there (ghost town). Samantha was wonderful and offered to come over in 20 minutes to get me checked in and show me around. It was the last I would see of any human being at this property for the rest of my stay - until it was time to check out. In hindsight, I should have stayed at a larger hotel - somewhere with a staff that was available and more full service. I called the "front desk" to ask for restaurant recommendations (first time in Byron Bay and traveling solo) and was referred to a binder of old menus in the front room (I tend to like recommendations from real people). I asked for a cab and was told to call for one myself. I think this would be a great spot if you were familiar with the area and didn't want any help or assistance with anything during your stay. I think maybe I'm old school and just wanted a concierge or front desk manager who was accessible, available and helpful. Again, Samantha was sweet to let me check in early and she held my bags for me once I checked out (10AM check out time)... I just expected more for the price.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I’m sorry to hear that this reviewer’s expectations were not met, as we do try very hard to provide friendly service and helpful assistance to all of our guests.
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Our “Victoria’s – Byron Bay” properties, are small, boutique guesthouses, therefore, we do not have a “front desk” as such, however, we are always available 24 hours a day, either in person or via the intercom, internal & external telephone systems, to assist our guests with any requests or queries that they have, even if it is not face to face.
This guest booked an online special through a third party, and as it was a quieter few days, they were paying the discounted gross rate of $299.00 per night.
We were provided with an international mobile phone number, so we contacted the guest the day prior to arrival via a text message, to confirm the reservation and to ask for their arrival time, but we did not hear back. Our check in time is 2.30pm. The guest arrived unannounced at the property at 9.50am. I personally spoke to the guest through the intercom at the front door, as I was working at our other guest house, Victoria’s At Ewingsdale. I advised the guest that as she was early, I could have someone there within 20 minutes to check her in. At 10.15am, one of my staff members arrived to check the guest in. The guest requested a kayak excursion be booked, which was done immediately.
When we were asked for a recommendation for lunch, the Pass Cafe was suggested, which the guest enjoyed. In the evening, the guest called (by dialling ‘9’ from the room phone) to ask how far away the Figtree restaurant was, and I advised, that it was 10 kms away, but closed that night, so I suggested that they try Rae’s, which is only across the road from us. I was asked where else l could recommend, and I suggested the Beach Cafe which is a short walk over the hill. I was then asked where else I would recommend, and I then suggested to have a look at our dining guide, (which was shown at check in) where I have written a brief description and provided sample menus from restaurants and cafes around town, that I personally recommend. Later, I was again contacted, and asked about internet access and how to contact the taxi service, in which I replied with the details on where the taxi phone number was, and to dial ‘0’ for a line out. If I had been asked to book a taxi, I would certainly have done this, just as we did at another time, later during the stay. As for this guest not seeing another “human being” during the two night stay, it just shows how quiet, private and tranquil the property is. We had other guests staying in-house and staff members discreetly servicing guest rooms, preparing food in the kitchen, mowing lawns, gardening & I was at the property also. As we are a hands on family run business, we are all working behind the scenes, to keep the properties stunning, and the facilities and rooms clean and lovely, as mentioned, but just as important, we are also accessible and available to help our guests, whenever we possibly can.
I agree with this review, that perhaps this guest was, quote, “really needy”.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.