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Heritage Queenstown
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Reviews (1,694)
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Reviewed August 5, 2012

This hotel needs a serious overhaul, both in management and in the room quality. We arrived for a conference held at the hotel together with our 22 year old daughter and friend.
From the conference point of view, the facilities and food provided were very good. However as a family holiday there were a lot of deficiencies. We booked through the hotel and needed to remind them to sen a confirmation email. The one bedroom lake suite we booked was dated, dark, and had a tiny lake window, also very old bathroom. We asked to view some options. It took 2 hours and little interest to change rooms. We eventually paid twice the cost to have a lake villa. The villa has an excellent view. However gets no sun, has old TVs, gas fire difficult to get on, Internet complicated, tv broke down when we ordered a pay movie,lots of repairs needed like lights, bath plug wouldn't drain, no lights in laundry, no spare blankets etc etc. We rang 12 times for bits and pieces to be replaced or repairs got about 50 percent. When asking for slightly later check out, service at reception very off hand - as it was all stay- should have been some concept from management that we were less than impressed by then.
The housekeeping was cheerful but very poor standard, never checked by housekeeper. The room was not clean on entry or cleaned dusted or vacuumed properly during the stay. The last occupants food still under tables and tablets in cupboards. The housemaids are cheerful but do not appear to be supervised or have a checklist, there is more to clean villas than turning the towel corners!
The gym is good although too hot. The spa is too cool and dated, and in winter the outdoor pool at 22 degrees is far too cool. Look at the Hilton if this is important.
Bedding and pillows average. The location is out of town but pretty. Either need to walk about 20 mins into town, havef a car in which case no problem or pay for bus.
Having said all this 2 couples could easily share a villa and bring down cost and be comfortable. The forest villas get a bit of sun. We comed back to a second conferences in several weeks. Hope that management take some note of these comments

Room Tip: Avoid hotel rooms, villas only nice rooms
  • Stayed: August 2012, traveled on business
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1  Thank stellamAuckland
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Heritage_Queenstown, General Manager at Heritage Queenstown, responded to this reviewResponded August 7, 2012

Thank you for your feedback following your recent stay at Heritage Queenstown. Please accept my sincerest apologies for any inconvenience caused.

I was most concerned to learn of the problems you experienced during your stay, particularly with regard to the lack of attention to detail, the series of service failures throughout your stay as well as the dated décor of the one bedroom suite. Please be assured that I have initiated a full investigation of the incidences with the respective heads of department, with a view to identifying the areas for improvement and consequently introducing effective change. With regards to the décor of the hotel, I am pleased to advise that we will be beginning a refurbishment of our hotel rooms on 3rd September 2012 with completion of the first two wings scheduled for mid December 2012.

Once again, thank you for your feedback, I look forward to welcoming you back in the near future.

Kind regards


Carey Norton

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 2, 2012

As the manager said they are due for an overhaul -phew! It needs it. But the wine list in the bar is not 5 star. One only choice of chardonnay by the glass and it is the cheapest you can buy almost! Surely a 4 star plus hotel would offer some choices and maybe just maybe promote afew of the wonderful local wines? The mini bar was virtually empty and again not much choice..
The room was miles away out under the rain to the lobby! No free room wifi..just in reception which is, as I said, far from the room. The view was a Partial water view and forest! I hear the rooms can be bought for less than $100-00 a night hardly 4 star plus... I know Queenstown is feeling the recession but come on give us afair deal please and some luxury comforts please?

Stayed: August 2012, traveled solo
Thank KiwiGranNewZealand
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Heritage_Queenstown, General Manager at Heritage Queenstown, responded to this reviewResponded August 7, 2012

Thank you for your feedback following your recent stay at Heritage Queenstown. Please accept my sincerest apologies for any inconvenience caused.

I was most concerned to learn of the problems you experienced during your stay, particularly with regard to the disappointment with the wine menu, the internet charging and the layout of the hotel. Please be aware that we do endeavour to review our wine listings on a regular basis, I have since requested the Restaurant Manager to identify opportunities for introducing additional local wines. With regards to the internet, while this is in line with the New Zealand hotel standard we are currently reviewing our pricing and service delivery.

Once again, thank you for your feedback I do hope that we have an opportunity to welcome you back in the near future. This will allow us an opportunity to show you the level of service that we pride ourselves on and one would expect from Heritage Queenstown.


Kind regards


Carey Norton

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 1, 2012

I found booking this hotel on-line very misleading. The website shows a "de-luxe" room and refers to it as having exceptional lake views and only gives you the option of booking a "double" room at a fairly high rate. However, when we arrived at the hotel, the "lake view" room that I had booked did have a view of the lake over the roof of the reception area and was siuated right next to a busy road. A battle with the duty manager got us a transfer to a lakefront room, but the whole episode left a bad taste in the mouth.

Room Tip: Make sure you know the difference between lakefront and lakeview.
  • Stayed: July 2012, traveled as a couple
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1  Thank Bob S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Heritage_Queenstown, General Manager at Heritage Queenstown, responded to this reviewResponded August 7, 2012

Thank you for your feedback following your recent stay at Heritage Queenstown. Please accept my sincerest apologies for any inconvenience caused.

I was most concerned to learn of the problems you experienced during your stay, particularly with regard to the disappointment with the lakeview room received and the consequent difficulty to have your concerns addressed. Please be aware that I have met with the Front Office Manager and Reservations Manager in order to discuss your feedback. As a result I have asked them to conduct a review of the website descriptions, as well as the room allocation procedures.

Once again, thank you for your feedback I do hope that we have an opportunity to welcome you back in the near future. This will allow us an opportunity to show you the level of service that we pride ourselves on and one would expect from Heritage Queenstown.


Kind regards


Carey Norton

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 31, 2012

stayed for 2 nights with hubby,couldnot fault this hotel at all very high standards in every department had a huge super king sized bed and a lovley view of the lake.
It was so nice to come back and relax in the bar/lounge area with a lovley open log fire,with complimentary marshmellows to toast on the fire.
The buffet breakfast was on special $19 for all you could eat,filled you up for the whole day.
I would love to stay at this hotel again if in Queenstown.

  • Stayed: July 2012, traveled as a couple
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Thank line1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 29, 2012

Nothing to complain about here. This place is a few years old but has everything you need. Friends of ours that were also staying got a much better rate but either was amazing value. I wish we’d learned of the b’fast buffet earlier (I’d recommend sticking around for this rather than heading to town). Great all year round indoor-outdoor swimming pool is unique and really good if you like to get in a pool no matter where you are

  • Stayed: July 2012, traveled with friends
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Thank ali c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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