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“4.5 star hotel ! I don't think so ....” 1 of 5 stars
Review of Silverwater Resort

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Silverwater Resort
4.5 of 5 Resort   |   17 Potters Hill Road, San Remo, Victoria 3925, Australia   |  
Hotel amenities
Ranked #1 of 3 Hotels in San Remo
melbourne
1 review
1 helpful vote 1 helpful vote
“4.5 star hotel ! I don't think so ....”
1 of 5 stars Reviewed February 28, 2009

My partner and I headed down to Philip Island over the Superbike Weekend. We chose Silverwater on account of its 4.5 star rating and we really needed AND expected a luxurious weekend away from our very busy professional lives.

Basically we are left wondering who hands out the ratings for Hotels in Victoria!

The Resort rooms are not much more than a fancy cosmetic overhaul of 3 star apartment block. The rooms are small and Queen beds only. There is NO mini bar. There are none of the usual 4.5 star hotel room inclusions ... everything is extra - and you pay for it !

Then there is the unfortunate reality that the place has been built on the cheap and you'll know EXACTLY what your neighbours are up to - there is no noise insulation between apartments and you'll get to know your neighbours ..intimately !

The "All Day" dining - room service - is only available 11am to 5pm. And room service for dinner is only available 6pm - 8pm.
As for the food - bypass the dinner menu at all costs !
For the first time in my international travel experience - I sent the food back .... it was nothing short of terrible. I have eaten better at a country truck stop !!!
Worse still, when we expressed our disappointment - we were told by the Food Manager that it was basically out fault and that we had chosen the wrong dinner from the menu !
After something of an argument - we were discounted the cost of one meal ! Not good !
The one outstanding factor was the one particular guy on the bar - he was just outstanding in terms of personality, service and product ..he was so outstanding compared to the mediocrity demonstrated by his staff colleagues - we only wish we had caught his name to sing his praises !

At no stage did staff make you feel welcome ...we actually felt like we were imposing by just being there ! When checking out ...we were not even asked the ubiquitous "did you enjoy your stay?

In short - if you have travelled widely and/or know what 4.5 star means in the hotel industry and the value and service that goes hand in hand with such a rating - DO NOT go to Silverwater - you will more than likely be disappointed.

  • Stayed February 2009, traveled as a couple
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
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434 reviews from our community

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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (145)
Date | Rating
  • Chinese (Simplified) first
  • English first
  • German first
  • Any
English first
Melbourne, Australia
Contributor
13 reviews 13 reviews
9 hotel reviews
Reviews in 9 cities Reviews in 9 cities
17 helpful votes 17 helpful votes
4 of 5 stars Reviewed January 5, 2009

We weighed up between Silverwater and a private house and in the end were swayed by the gret price we were offered for 3 br and the onside pools. In hindsight, despite the occassional sound of 'elephants tapdancing' in the upstairs apartment, we made the right choice.

LOCATION: While we intended to have a 'Phillip Island' break, we were relieved to be able to turn into the resort before the traffic jam that commences as holiday goers venture across the bridge to the island. Silverwater is a couple of minutes drive from San Remo shops, set on the main road, but most of the buildings seem well enough back from the road not to be affected by traffic noise. There is also a 'back (dirt) road' access to San Remo, so no need to even brave the traffic if you don't want to!

Our 3 br apartment (533) was on the ground floor at the end of a block enjoying exceptional views across the bay and into adjoining pastures (the cows gave a bit of a thrill to the kids!) We were only affected by some noise from the apartment above, no doubt they were by some from us.

OVERALL LAYOUT: 3br apartments mostly around front of property (possibly the best views), 2 br apartments around and overlooking village green and 1 br apartments in middle overlooking lakes. Reception/restuarant/pool pretty central.

APARTMENTS:
Good layout, with master bedroom enjoying beatiful views and a generous sized bathroom (bath, shower, toilet, double basin). Decent size lounge (especially when you rearrange the furniture a little) with patio off towards ocean views. TV with some 'foxtel/austar' channels, but no DVD player (a bit annoying when you want to entertain house bound children - BYO player). mp3/CD player available in room. Smaller kitchen than expected,but reasonably adequate. A coffee plunger would be nice. Dishwasher much appreciated, though noisey and takes a while to clean. Bring a bit of detergent from home for when you run out.

BRs 2 & 3 are snug, with a king bed in one room and 2 singles in the other, which we pushed aside to fit in a porta cot. There is no clock radio in either of the 2&3rd brs, if that matters to you.

Bathroom 2 is pretty poor - very small, note to open shower door inwards, not outwards into the toilet, and strange smell eminated from bathroom which was nothing to do with us. There are far too few towel rails/hooks in the bathroom and rooms, and while the clothes 'horse' is helpful, it only holds so many things to dry. Washer/condenser dryer very handy. Standard wash/dry cycle lasts about 4 hours.

*note, you need to put your key in to power your apartment, which is fine, and a good idea, but clearly the fridge is on override, though the dishwasher and washing machine are not, so to finish a cycle, you either have to be in the room, have a spare key or run them overnight.

FACILITIES:
Pools: Very clean, inside pool was very very warm, and busy given that the weather was quite cool. Great to get there before 8am where possible. Outside pool was cool, but would be lovely on a 25+ day. While we appreciate that the one pool services all types, it would be nice to have some signs preventing ball-games and diving, particularly for the safety of children. So pleased we chose the resort with the pool given the weather over New Years was pretty cool :( Pool towels provided (1pp)

Games: Table tennis, air hockey and pool - free of charge, take your key to get in, collect gear from reception.

Sports: Tennis courts - book early in peak season, close at 8pm. (depsite being floodlit). Volley Ball net on 'village green'

Kids: Good playground for most ages. A bit of shade over it would be nice. Porta cot hire $22 and booster (high) chair $22.

Parking - we had 2 spaces allocated, but there was visitor parking as well, so I suspect that there would be plenty of spaces should you need a spare.

RESTAURANT: Didn't eat there, but had a coffee. Reasonably good. Seems like a nice enough atmosphere, not sure about food quality as we didn't eat there!

CUSTOMER SERVICE:
Not bad, great booking by email (though some more confirmation emails would have been good). Friendly welcome and check-out adequate, but in between service a bit dis-interested. Note, as was bluntly stated to us, that apartments are 'self contained' and once you use up your starter packs of washing liquids and soaps, you need to provide your own or order a $70+ clean. If you are staying for 7 days or more your rates include a mid stay clean (inc. linen and towel change). House keeping staff were lovely and very efficient - they did a great job!

Overall, a great option, nothing 'special' but great value, with good facilities. Lots of apartments so I suspect would rarely book out.

tip. Check out the beach down the end of the dirt road (turn left out of the resort entrance).It's worth the climb down the hill through the dunes, protected, clean, quiet. Nyhaven fish co-op on the pier stood out as best for seafood and Nude Food cafe was great for a bite to eat.

  • Stayed December 2008, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Check in / front desk
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
    • 3 of 5 stars Business service (e.g., internet access)
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Melbourne, Australia
Senior Contributor
22 reviews 22 reviews
13 hotel reviews
Reviews in 15 cities Reviews in 15 cities
27 helpful votes 27 helpful votes
5 of 5 stars Reviewed December 2, 2008

We booked a 2 bedroom apartment about 3 days before we travelled for $240 from the website and were lucky enough to get a ground floor room with an amazing view. It would have cost the same for 4 people to stay in 2 crappy motel rooms, so it was great value.

The photos on the hotel website are accurate and the rooms were clean, new and well thought out. Kitchen facilities were brand new and well-stocked with pots, pans, kitchen utensils, etc. Just bring your own oil, spices and provisions. We ate lunch on the spacious balcony watching the view and slept well on comfortable beds with 2 pillows each. There was a large "rainshower" and a bathtub in a light filled bathroom.

2 minor gripes: The location made the wind whistle through the bedrooms: it was a bit annoying at night but we slept ok. Also, there was a sweet cloying scent in the air (from too much cleaning product or some scary air freshener?) but you get used to it after a while.

  • Liked — The views and the space
  • Disliked — Staff were quite non-comittal.
  • Stayed November 2008, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Check in / front desk
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kent
Top Contributor
58 reviews 58 reviews
52 hotel reviews
Reviews in 35 cities Reviews in 35 cities
38 helpful votes 38 helpful votes
4 of 5 stars Reviewed December 1, 2008

We stayed for only one night and the Silverwater seemed a great base from which to drive the 10 minutes to Philip Island. Unfortunately for us we arived late, with ony enough time to grab a very late light lunch before heading off to the Penguin Parade.

The Silverwater resort is a stunning complex and provides beautiful views of the surrounding area. Unfortunaltely for us we were not there long enough to enjoy any of the facilities other than the bar (after a very cold, windy and wet evening on the beach waiting for penguins) Although we were too late to get a meal in the evening, the bar staff were very sweet and attentive in providing hot chocolate and brandies to warm us. They also threw in some home made cookies and I think we ate them out of crisps, snacks and peanuts!

Although the rooms are very modern, bright, clean and well appointed one critisism is that the sliding doors to our balcony was not well fitting and as a result when it is windy (as it was the night we stayed) they rattled all night long.

Despite the lack of sleep though we enjoyed our stay and if we are ever in the area again, would be likely to stay again.

  • Liked — The location
  • Disliked — The windows
  • Stayed November 2008, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Check in / front desk
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Melbourne
Contributor
11 reviews 11 reviews
9 hotel reviews
Reviews in 9 cities Reviews in 9 cities
17 helpful votes 17 helpful votes
3 of 5 stars Reviewed November 5, 2008

I have stayed here before and had a great time, the apartments are beautiful, no complaints... but in order to have the whole package your staff too needs to provide each guest with the personal touch. We stayed at Silverwater Resort over the Melbourne Cup long weekend and we stayed in a 3 bedroom apartment for 2 nights.
We arrived late due to my husband working so we lost a day. Trying to cram everything into one day we didn’t get the chance to use the resort facilities, On the day of check out, I approached the reception staff and kindly asked if it were at all possible to delay check out from 12pm to 2pm. I was firmly told that I would be charged $20.00 per hour that I delayed check out, for they wouldn’t be able to “sell” the room, I did tell the lady that all the rooms surrounding us where empty and she said that it was the resort policy. I was given a smug look from staff and I walked off.
I have referred a lot of family and friends to this resort and I am extremely disappointed by the way I was spoken too by staff.

On a lighter note, apart from the female staff that were rude, it is a beautiful resort and I do recommend it to all who don’t mind driving 10mins into Phillip Island.

  • Liked — The view and the appartments are beautiful
  • Disliked — Staff
  • Stayed November 2008, traveled with family
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Check in / front desk
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
    • 4 of 5 stars Business service (e.g., internet access)
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
melbourne
1 review
5 of 5 stars Reviewed September 22, 2008

My boyfriend and i stayed in this hotel for 2 nights over a weekend and found it to be brilliant. I have worked in hospitality for 8 years including a number of those years in 5 star properties and found this place to deffinately be up to that standard in most areas.

The staff were lovely and very accomodating as we arrived (very) late and wanted to stay a bit longer on the Sunday. Also i think the hotel being about 10 minutes drive from phillip isalnd does make a huge difference - and a good one. It really does feel like a resort and the water views were good. Food for breakfast if ordering a la carte were not large servings but were reasonably priced. Tennis courts etc are great and as the hotel is only a year old everything is new.

I would certainly recommend this hotel to friends and family and will be staying there again myself.

Stayed September 2008
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redondo beach, Ca.
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed July 31, 2008

My family and I have just returned from Philip Island, Victoria, Australia, where we had the great good fortune to spend two nights at the Silverwater Resort.

Please imagine our delight at finding this jewel. The suite was wonderfully outfitted and decorated; it overlooked the bay, and in the morning, we saw cows walking at the shore. The food was excellent; the service outstanding.

My daughter, son-in-law, baby and I recommend this resort most highly. It has been an excellent experience.

Sincerely,

Miriam Piven Cotler, Redondo Beach, Ca.

Stayed July 2008
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Silverwater Resort

Address: 17 Potters Hill Road, San Remo, Victoria 3925, Australia
Location: Australia > Victoria > Gippsland > San Remo
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Kitchenette Restaurant Suites Swimming Pool
Hotel Style:
Ranked #1 of 3 Hotels in San Remo
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Silverwater Resort 4.5*
Number of rooms: 170
Reservation Options:
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Also Known As:
Silverwater Hotel San Remo
Silverwater Hotel Phillip Island
Silverwater Resort Phillip Island

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