Hi there, I recently spent a week at Murramarang Resort for my sisters wedding. While the location was great - the service and cleanliness of the place was not.
Upon arriving I discovered the beds needed to be made, not what you would expect at $180 a night !!! But that was not the real issue, the fact that every sheet that was provided was mouldy and had stains. The mattress protectors smelt like urine and had mould all over them....disgusting!
The bathroom was dirty and terribly mouldy. Smelt revolting. The water from all the taps in the cabin was white and cloudy.
They put us at the wrong end of the park, which was very frustrating as we had all booked our rooms to be together as it was for a wedding. They then charged us $180 for them to drive the bridal party in the golf cart - even though it was their stuff up. They also managed to move my dad from the opposite end of the park to near us, but charged him $239 extra for the room, again their stuff up. His room had not been cleaned, had used towels hanging up too !
But it got worse............
My daughter & cousin got food poisoning from the cafe's pizzas..............
and worse still..........Day of the wedding....
we had been advised we could set up on Saturday night (Sunday wedding), but decided we would wait until the morning, and advised them we would be up to set up at 8am. We arrived at the function room to see NOTHING had been done. Tables were bare, chairs stacked and vaccum cleaner in the middle of the room. We were told to come back at 10am and they would be ready for us...........we went back at 10am and NOTHING had moved. We were asked to come back again at 1pm.................not likely ! The wedding was at 3.00pm. My family all got in and we set the tables and proceeded to do what we had to do for decorating. It took 10 of us about 1.5 hours......and the functions lady was going to be doing it herself.....as if it would have been finished !
The wedding went off without a hitch, was absolutely beautiful.
Reception - The bride and groom had chosen the particular things they wanted, and the groom who is Coeliac was served the opposite to what he asked for. No table service for the bridal table ???
I honestly could go on forever, there was plenty more issues, but I won't.
My advise, stay well clear of Murramarang Resort. While it is a beautiful location, the staff are mostly un-pleasant and un-helpful. The only staff member who was suitable for a customer service role was Alison, one of the functions managers. But it was not very helpful that she was not there on the day of the wedding until just before the ceremony.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I am sorry you did not enjoy your stay at Murramarang, this is very disappointing, especially considering numerous other wedding guests went out of their way to thank our staff and say that they thoroughly enjoyed the experience.
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There seem to be a number of discrepancies between your account of wedding events and what actually occurred. I am not sure if some of your statements are on behalf of other people, especially those related to payment, as I am gathering you didn't pay for your sisters wedding?
The wedding package quoted to your sister was a very competitive package loaded with extras. For privacy reasons I cannot quote the prices charged, however I can confirm that the package included no venue hire fee, no fee for decorations, and no fee for ceremony setup (and especially no fee for golf buggy transport). One low per person rate for the meal was all that was charged, with a bar tab setup separately for beverages. A discounted rate was even provided on food and accommodation for the function.
The accommodation arrangements for the bridal party were all made by the bride, as well as selecting a range of accommodation options for other guests. No rooms were moved or changed from the time of booking to the time of arrival. When the bride realised her father had chosen our base level Forest Villa (on the other side of the park) she requested that he be moved closer. Our staff accommodated this request and he was moved to our top level Beach House. These cabin styles vary greatly in inclusions and price, which was clearly explained and agreed to before the move.
WIth regards to the reception setup, as per initial communication by our staff, the venue setup was to commence at 1pm. This was 5 hours prior to the function starting at 6pm. Our staff were happy to stick to this arrangement however you and your party insisted on being involved in the setup. Again our staff graciously accepted this and with your assistance the entire room was setup by midday (6 hours prior to the function commencing).
There were 3 dietary requirements communicated to our staff, including the gluten free meal for the groom, and all of these meals were provided as requested. They also made arrangements to accommodate a variety of last minute changes to the plans including a change of ceremony location, the bride arriving 1 hour late to the ceremony and several changes to the bar tab arrangements.
Again I am sorry if you did not find our staff helpful, I believe they went out of their way to make the wedding a success. Alison commenced work at 1pm (3 hours before the bride arrived at the ceremony) and was there well into the evening assisting the bridal party with their requests. We pride ourselves on providing memorable experiences for all of our guests, and your wedding was no exception.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.