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“Rudely turned away at the door”

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Diamond Island Resort
Ranked #4 of 4 Hotels in Bicheno
London, United Kingdom
Level Contributor
23 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 40 helpful votes
“Rudely turned away at the door”
Reviewed January 13, 2012

My partner and I were in bicheno for one night and admittedly had already booked into other accommodation as we drove up to the diamond island resort looking for some dinner. We noticed it's unique view of a beautiful island and thought it well worth a look. We had just barely got out of our van when a member of staff walked towards us with her arms folded saying tbe carpark was for guests only. We greeted her and asked about the restaurant which she said was full for the evening (it was 6pm on a Tuesday) We then asked if we could quickly look at the view and she said again it is for guests only.

She was snobby and rude and had obviously already made her judgement on a young couple driving a camper van and I very much doubt their restaurant was full at all. Glad we didn't spend any of our cash to pay her wages. Terrible.

Stayed January 2012, traveled as a couple
Helpful?
5 Thank John O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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336 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 (75)
Date | Rating
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English first
Mooloolaba, Australia
Level Contributor
20 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed January 12, 2012

My wife and I have stayed here 3 times now, we dont mind it at all, Ive read the other reviews and have not found the staff to be anything other than acceptable, we were not there to make friends, we were there to enjoy the area, which we did. On our last trip we were offered a good price on the ocean front unit, (which we accepted & appreciate, thankyou)
Have only tried the restaurant once as we prefer to wander the town and try local cafes and pub. The rooms were quite clean & tidy, a little more effort from the cleaners wouldnt hurt !!!! (note to management: the squashed fly on the wall when we arrived was still there a coupla days later when we left) other than that the views were great and we totally enjoyed it. We would stay again.

Room Tip: Ocean apartment front if its on special, otherwise to $$$
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  • Stayed December 2011, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Onthebeachat50
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
1 review
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed January 9, 2012

Arrived at the diamond island resort with an eye roll from the woman behind reception... Gave her our reservation detail for our two nights stay that had been booked for over 8 months. We were told that they were fully booked out and had overlooked our booking, unhappy about the situation we asked for an explanation and were told only that mistakes happen. ( later finding out they didnt read the email sent to them of our booking) They couldn't find anywhere in bicheno for us to stay, ringing other accommodation in the area we were reffered to as " just 4 young people who are a headache" and when asked how a mistake like this could be made we were told it really wasn't that bad and it was very inconvenient for them to have to find us somewhere else to stay and that it costs them money... We had to spend the night 45 mins away in st Helen's and were told to return the following day to stay the night at the diamond island resort in an upgraded room! On re arrival the following day we were told sorry we made another mistake we don't have any room for you tonight either. Extreamly unhappy we spoke to the manager on the phone who was the rudest man I have ever spoken to..he said nothing and was silent for most of the phone call telling me it's not a big deal and that we had a place to stay last night and they will find us another place to stay and that mistakes happen and I should have an understanding of that...after talking to travel agents the CEO of the hotel chain and tas vacations... We were found a place in Hobart to stay missing the east coast of our trip ... Not happy .... Do not stay here

  • Stayed January 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Empaynter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

Travelers are raving about these Bicheno hotels

Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed January 5, 2012

We stayed here for 3 nights at $250 per night = poor value for money. Our rooms were barely serviced ( they only took out the rubbish) beds were not made etc. bathroom had a damp mouldy smell we had to keep the door closed at all times , remote control to the tv was not working. Only good thing was the penguins at the edge of the property.

  • Stayed December 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Dragonish
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
1 review
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed January 5, 2012

On arrival we were greeted very warmly and although the quoted price ($360) was a bit much for us, a room with a spa, a bottle of wine and the promise of an included penguin tour, valued at $25 per person, helped us make the decision to stay.

We were informed the room was still being cleaned and told to ask the cleaners if they could make it a priority. The cleaners told us it will be ready in half an hour, after which we came back only to realize the room was still unclean and there was no sign of the cleaners. Another half an hour passed so we called reception and they told us they'd send someone down. Two different cleaners showed up and were very surprised to see us in the room telling us what we already knew, that the room hadn't been cleaned.

The room itself was fairly old and not what we were expecting for that price. The spa was quite small and very shallow. I find it hard to image two full-sized adults being comfortable in it.

The movies which were served to the TV through a central system were quite recent but VERY poor quality. The sound was out of sync and then completely disappeared towards the end of one of the movies...quite frustrating as you might imagine. Not worth $360/n by any stretch of the imagination.

The real issue and the source of inspiration for this review is what happened with the penguin tour.
We headed down to the penguin viewing area where we saw a few groups of guests standing around looking a bit lost. We saw a man in a Parks uniform and we asked if he's the one taking us on the tour. To our surprise he informed us that he was running a separate tour and that the Resort's "tour" consisted of nothing more than just standing around where some of the penguins pass through the Resort's property. Our first thought was that maybe we misheard the manager or made a mistake but we soon also discovered that many other guests had the same questions and issues. We went back to the reception area in a futile attempt to get on the tour but the managers weren't at the reception area and we were given the same story as the Parks guide by the attendant, that it was in fact a separate tour. Disappointed, we paid the extra $50 to go on the Parks tour, which by the way we highly recommend.

When checking out, we asked to speak with the manager about the "tour". Our intention was only to provide some feedback, not to demand a refund. We explained the situation, and that we found the description given to us when checking in misleading. At this point the manager became VERY defensive and quite rude, denying that she wasnt being misleading and for some reason found it necessary to mention that she is a lawyer by trade. She refused to accept the fact that her description of the Resort's "tour" could have caused a misunderstanding, despite the fact that this was a fairly regular occurance with other guests. She became progressively ruder and more defensive, starting to go off on all sorts of tangeants which are unrelated to what we were discussing. Clearly the manager was VERY used to dealing with complaints, particularly this one. After about 15 minutes of this we gave up and left. All we wanted was an apology and to assist with helping future guests at the Resort to avoid the same disappointment we felt

In summary, overpriced and as the title suggests, the customer service we experienced was so appalling it was almost surreal.

  • Stayed January 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
8 Thank Kkgee
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed December 30, 2011

Noisy plumbing from the room upstairs, staff were friendly, the seafood feast was not remarkable. Agree with previous comments, resort is an overstatement. The location is wonderful!

  • Stayed December 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Jt126
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ulverstone, Australia
Level Contributor
12 reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed December 28, 2011

This place is dirty, overpriced & run down. Plenty of lip service from management but no action.
Lovely reception area and position but that is where it ends. Statements in emails prior to stay were not met. Definately would NOT recommend staying here.

Room Tip: simply don't stay here!
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  • Stayed December 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Barbara D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Diamond Island Resort

Property: Diamond Island Resort
Address: 69 Tasman Hwy, Bicheno, Tasmania 7215, Australia
Location: Australia > Tasmania > Bicheno
Amenities:
Bar / Lounge Beach Business Center with Internet Access Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Swimming Pool Wheelchair access
Hotel Style:
Ranked #4 of 4 Hotels in Bicheno
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Diamond Island Resort 4*
Number of rooms: 26
Official Description (provided by the hotel):
Free Penguins viewing & Beach Resort, with large Conference area with Ocean beach views, Bar, Dining, Breakfast areas, Private Dining room, Beach Apartments, 6 one bedroom upper level, 6 ground level, Two Luxury beach front Double level one bedroom Apartments and 12 Beach Shacks. Some with spa units. ... more   less 
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Also Known As:
Diamond Island Hotel Bicheno
Diamond Island Bicheno
Diamond Island Resort Bicheno, Tasmania

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