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“No so impressed”

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Karrinyup Waters Resort
Certificate of Excellence
Reviewed May 28, 2012 via mobile

My husband and two young girls chose this park for our week's stay in Perth, being guided by the great reviews, nice looking brochure and pictures of swimming heated pools. To be honest, we were quite disappointed & wondered how this park could so far receive all glowing reviews. 

On our arrival we were shown a couple of sites by our guide, but when he left we found nicer ones by the lake. I rang the office to ask if we could use one of them and was told they may be too small for our caravan but that we could. We only had a small caravan & fit in no problem. After setting up, another employee came along and told us off for parking there even though i said i'd asked and there was also another two caravans in this area. The other main caravan area (slabs) is like a caravan carpark - very crammed in and no ambiance. 

The back amenities blocks, although nice,  were left uncleaned and in a total disgrace for most of our stay. We stayed for 7 nights and they were cleaned only twice in this time. There were also heaps of dead insects on the ceilings and light fittings and mould in areas in shower and ceilings, an indication of not cleaning regularly. The windows of all of these bathrooms were jammed shut so ventilation was not great. 

The pools were a big disappointment. On booking I asked if the pools were heated and all working and was told absolutely, yes, they're great.  On day one they were freezing cold and the spa wasn't working. On day three they were the same, I asked at the front desk who called out to her father, the owner who looked very offended and told me the spa's heater is being repaired and the other pool is heated fine. On day 4 it was still freezing and day 6, same. I'm sorry, but that is not solar heating, especially in mid 20s temp. 

We stayed the week feeling ripped off. This is an expensive park which we don't mind if the facilities are good and its well maintained, but we felt really regretful that we were stuck in this park for the week. 

  • Stayed: May 2012
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7  Thank KathC76
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OwnerKWR, Owner at Karrinyup Waters Resort, responded to this reviewResponded June 4, 2012

Hi Kath,

Thank you for your review. It is unfortunate that you did not enjoy your stay with us though it’s to be expected that at some point we will encounter some bad reviews. You do raise some good points that I can address for other readers. In signing up to reply to your review it has also given me a chance to upload a few photos of the facilities and recently completed improvements that will also feature on the 'Discover Downunder' network television show in the coming months as we are a feature park.

Fortunately I am very familiar with your stay. I showed you to site, later answered your phone call to reception and spoke to the assistant manager both before and after his interaction with you.
The dates of your stay were from Friday the 18th of May till the 25th of May.

The spa was not heated from Wednesday the 16th until Thursday the 24th of May. Unfortunately the fault with the heater was terminal and it needed to be replaced. The heater is not stocked in Western Australia and was trucked from the eastern states. The spa was back up to 36 degrees by 6pm on Thursday the 27th of May. Indeed this was very bad timing for your stay and I do sincerely apologize. Unfortunately down time is to be expected as the spa is heated 365 days of the year. Since commissioning in 2006 it has been out of operation for approximately 20 days in total.

We receive a lot of positive feedback on our amenities blocks including here on trip advisor. Two of our amenities blocks are self contained where by guests have access to a private toilet shower and sink. While there are many benefits for the guests, one of the disadvantages is that there is more condensation compared to a traditional amenities block. We were aware of this and replaced all of the windows to a fixed pain of glass with a larger opening on the Thursday of your stay (images attached). It must be noted that all the replaced windows were in working order and not jammed. These windows had two latches to pull when opening and closing that some guests overlooked.

As part of our continued improvements of the whole park, we will be replacing the light fittings in this amenities block to waterproof lights. We are doing this for maintenance issues associated with globe longevity, though you will also find insects will not be able to penetrate the light covers.

Unfortunately your suggestion that the amenities were cleaned only twice in the week that you were with us is simply un-true. The amenities are cleaned daily.

It is are policy to show our guests to site, give them a choice where possible and offer assistance reversing. You were shown every site available for caravans (approx 15). Your preference was grass and had a choice of about 8.

Readers may have a better understanding of your review by knowing that you later requested to shift to an area clearly signposted "tents and camper-trailers only". Despite being against our policy I said you may go on sites 6 to 9. You asked about sites 1 to 5 to which I said you are unlikely to fit but you’re welcome to try. As this move was without supervision the assistant manger later checked which site you had chosen, only to see that your caravan was on one site and your 4wd was parked across the road on another site. It is disheartening that we went out of our way to accommodate your wishes and none of this is mentioned in your review. In hindsight I hope that you can understand that the assistant manager spoke to you as your car did in fact require a second site for the entirety of your stay.

As a matter of interest, there no father / daughter relationship at Karrinyup Waters. We do not have managing couples or assistant manager couples like many tourist parks; it is policy that all staff are hired individually.

I do wish you the best on the remainder of your holiday and hope that you enjoy some of the other parks along the way.

For future reference, we do offer full refunds on caravan site bookings for days not stayed no matter what the circumstance. If a guest is not happy at our park we encourage them to try elsewhere without monetary penalty as our goal is to have happy guests.

Regards
Jason

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a ReviewReviews (182)
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170 - 176 of 182 reviews

Reviewed April 30, 2012

A week at this resort with the grand kids from up north could not be bettered.
the in laws had a unit. The outlaws had a one bed unit. The kids were in their camper van with the grand kids. Plenty of shade trees.
Well kept grounds, on site units of assorted styles, powered caravan and camping sites and unpowered sites. All kept clean and tidy. Gas BBQ's with hot and cold water available for washing dishes etc in the communal shelter shed arrangement. Modern and well kept amenities
A bouncing castle, couple of good size swimming pool and spa, ducks and birds to feed. playground for young ones. Only a couple of k's to the beach and major shopping centres. The public bus goes past the door to the train station to go into the city or further if needed. What else is required?

  • Stayed: April 2012, traveled with family
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1  Thank oldie_9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed April 10, 2012

Obviously a family spot. The spa was lovely and warm first thing in the morning and another bonus was no teenagers were invading the space at that time. The cabins were well set out and maintained. We had a bulb out in one of the rooms, I told reception and it was fixed straight away. The one down side is the restrictions with check in times - closing around 6pm.

Room Tip: Cabins kitchens include a fridge, microwave and stove top with plenty of pots and pans.
See more room tips
  • Stayed: April 2012, traveled with family
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1  Thank StaryEyedAussie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed February 21, 2012

Perfect place to stay if you want to be close to Perth! Nice pool and spa! Campsites directly on the lake foreshore! Good barbies and dining area. Amenities cleaned every day. Nice new trees planted. Showers toilet and everything in one room like a complete bathroom. Bus connection, not far to the train. 12 kilometres to the Perth city centre by car.

  • Stayed: February 2012
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1  Thank Ruemmas
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed February 4, 2012

This caravan park exceeded our expectations. Once we had checked in we were told to wait near the lake for a staff member to show us a site. Digby arrived immediately and showed us several sites before we made our selection. Generously appointed shady grass sites with a cement slab and adjacent to two ablution blocks. Hubby was very impressed as daily newspapers could be obtained from shop at reception. Public transport outside the complex, and a short drive to a small shopping centre, where all daily requirements could be met. 15 minute drive into the City via Mitchell Freeway but not in peak hour and a 10 minute drive to picturesque sandy beaches. We stayed three weeks and we will certainly return when in Perth again.

  • Stayed: December 2011, traveled as a couple
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Thank sandykperth
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 1, 2012

We booked in just for 1 night at the end of our holiday, but we wish we'd found it earlier! We stayed on a powered site with our campervan and this resort had such a nice feel about it. There are two lakes, a swimming pool and all the other facilities you would expect. The toilets/shower blocks were the cleanest that we had used whilst campervanning in WA, immaculate.
Staff were lovely and welcoming. Very good value for money. I'll be back!

  • Stayed: December 2011, traveled as a couple
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3  Thank Sazzle_funk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 5, 2011

I can only recommend this place. Nice clean cabins, all needed facilities. Close to the beach and shops.

  • Stayed: November 2011, traveled on business
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4  Thank Andy H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Karrinyup Waters Resort

Address: Careniup Caravan Park 467 North Beach Rd, Gwelup, Stirling, Western Australia 6018, Australia
Location: Australia > Western Australia > Greater Perth > Stirling > Gwelup
Hotel Style:
Ranked #1 of 1 Specialty Lodging in Gwelup
Price Range: $93 - $109 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Karrinyup Waters Resort 4*
Number of rooms: 52
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