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“Customer service was a let down”

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The Sebel Kirkton Park Hunter Valley
Ranked #4 of 15 Hotels in Pokolbin
Wollongong, Australia
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“Customer service was a let down”
Reviewed January 13, 2014

The customer service was very poor. Had to wait and locate bar staff to be served. Due to not booking a dinner reservation made feel unwelcome and a hassle. Incorrect billing on check out. Positive great view and peaceful.

  • Stayed January 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com

Helpful?
1 Thank Karen W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Belinda P, General Manager at The Sebel Kirkton Park Hunter Valley, responded to this review, January 17, 2014
Dear Valued Guest,
Please accept my sincerest apologies for your experience had with Food & Beverage we pride ourselves on our country hospitality and i am greatly disappointed to read your review. Know that i have addresed this directly with my Food & Beverage Manager who will ensure this is an anomoly.
If i may be of any other assistance to you do not heistate to contact me directly.
Sincerely,
Belinda
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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837 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (181)
Date | Rating
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English first
Sydney, Australia
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed January 12, 2014

Probably once upon a time a grand hotel but everything is a bit dated, especially the bathroom (pipes creaked and squealed scarily when you turned the taps on). Bathroom door hinge squeaked noisily - fortunately our 6 month old daughter is a heavy sleeper. Management said they are renovating all bathrooms in January 2014.

Biggest gripe we have is that we specifically booked this hotel for its indoor heated pool - one of the few establishments in the Hunter that have one and IT WAS NOT HEATED. Fortunately the spa was heated so was able to take my daughter swimming in that.

Wifi was temperamental.

We thought the breakfast was actually quite good, the bed mattress comfortable and the staff were pleasant enough which is why we give it 3 stars rather than 2.

  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Scandrew7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Belinda P, General Manager at The Sebel Kirkton Park Hunter Valley, responded to this review, January 13, 2014
Dear Valued Guest,
Thank you for your recent stay at the Sebel Kirkton Park we value your feedback. Please accept my apologies for your dissatisfaction on the temperature of the pool we have the pool heated to 25 degrees in the past weeks due to the current hot conditions we are experiencing however, based on your feedback we will bring it back to 28 the spa is heated to a constant enjoyable 35. Thank you for your feedback on our service we pride ourselves on this I will share your feedback with the team. We are currently finalising our bathroom renovations and are excited about the other property plans we have in 2014.
I hope to welcome you back to Kirkton Park in the future.
Belinda
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
United Kingdom
Level Contributor
39 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed January 7, 2014

We have recently stayed one night at this hotel. Really disappointed! The room smelt fusty. We had to unplug the fridge and a lamp to be able to use the sockets as the other two near the desk were hanging off the wall. The fridge had only five items in it, maybe it had not been replenished however there were no price list to be found (did have a bottle of wine but no wine glasses to be seen). All the furniture were old and battered. Only one dressing robe in the wardrobe. Breakfast were just ok. Certainly wont return to a Sebel again.

  • Stayed January 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Victoriaholly
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Belinda P, General Manager at The Sebel Kirkton Park Hunter Valley, responded to this review, January 13, 2014
Dear Valued Guest,
Please accept my apologies regarding your experience at Kirkton Park. I would certainly like to speak with you further regarding your stay and would ask that you please contact me directly at H8797-gm@accor.com or 02 4993 1303. It is my hope that your experience is an anomally and we have the opportunity to rectify this so that no other guest experiencese these same challenges.
Sincerley,
Belinda
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney, Australia
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed January 7, 2014

Just came back from a girls weekend away and we absolutely loved it! Staff are great, friendly & professional. Room size was good, and had lots of space to move around even with the sofa-bed pulled out. Bathroom was also a decent size, it just needs more room around the vanity but we managed just fine. Room was cleaned and serviced when we came back from our day tour. Loved being able to charge our tickets for the Christmas Lights & our day tour back to our room. Breakfast was lovely. The location is great. Would recommend this hotel for anyone!

  • Stayed January 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Lillian M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney, Australia
Level Contributor
48 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed January 7, 2014

We stayed here Christmas eve & day and we loved it! The views over the valley were fantastic, our room was clean, bright, and all of the comforts we could ask for. Bathroom was a generous size and loved the robes in the closet for us to lounge on our balcony!

We loved our stay and will be back again!!

p.s. we also booked the Christmas buffet lunch which was excellent!

Room Tip: Ensure you ask for a room overlooking the valley, it was stunning!
See more room tips
  • Stayed December 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank DCWSydney_Australia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Belinda P, General Manager at The Sebel Kirkton Park Hunter Valley, responded to this review, January 13, 2014
Dear Valued Guest,
Thank you for the fabulous review we appreicate your taking the time to tell us about your stay. We agree Kirkton Park has wonderful views over the Valley and gives you a true Hunter experience i am delighted that you chose to spend Christmas with us. Thank you for the great feedback on our Christmas buffet we are excited about 2014 and what wonderful offering we will have next Christams I hope you will join us again.
Happy New Year.
Belinda
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Sebel Kirkton Park Hunter Valley

Property: The Sebel Kirkton Park Hunter Valley
Address: 336 Oakey Creek Rd, Pokolbin, New South Wales 2320, Australia
Location: Australia > New South Wales > Greater Newcastle > Pokolbin
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#3 Luxury Hotel in Pokolbin
#5 Romantic Hotel in Pokolbin
#7 Family Hotel in Pokolbin
Price Range (Based on Average Rates): $$
Hotel Class:4 star — The Sebel Kirkton Park Hunter Valley 4*
Number of rooms: 71
Official Description (provided by the hotel):
When you are looking for a close but elegant holiday away from the hustle and bustle of the city, we invite you to consider The Sebel Kirkton Park Hunter Valley.The Sebel Kirkton Park Hunter Valley is less than 2 hours drive from Sydney's CBD in the glorious, panoramic Pokolbin countryside. Featuring an excellent array of meeting, conference and event facilities, this stylish hotel combines the elegance of a bygone era with all the comforts and luxuries of a contemporary lifestyle. This romantic Hunter Valley accommodation is perfect for a couple's weekend away to reconnect, unwind and spend time with the one you love.Set within 70 acres of beautifully manicured gardens and gently rolling grounds with magnificent views over tranquil vineyards and the wineries of the Hunter Valley, The Sebel Kirkton Park offers exceptional accommodation and a superb array of activities for leisure guests, as well as the conference and incentive delegate. Elegant function rooms and stunning scenery make this the ideal venue for stylish wedding receptions.Couples and families will enjoy the manicured gardens, tennis courts and the many facilities at The Sebel Kirkton Park Hunter Valley. With 71 beautifully appointed rooms and suites it is the ideal choice for romantic weekends away or time out with the children. There are several Hunter Valley accommodation wedding and weekend getaway packages available as well.The hotel accommodation rooms and suites are spacious and well appointed, majority with ensuite bathrooms, some with individual spa baths, complimentary cookies and tea making facilities, cable television, minibar and all rooms have broadband connectivity. ... more   less 
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Also Known As:
Sebel Kirkton Park Hunter Valley Hotel Pokolbin
The Sebel Kirkton Park Hunter Valley Greater Newcastle/Pokolbin

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