A group of business colleagues and partners stayed at this resort for one night in march. The trip was for leisure and fun, not business as such. This is what we found.
I must start by saying that the hotel has only been open a few weeks so some of the issue may be ironed out. Most we feel however probably wont.
Our group consisted of 9 couples (18 people in total). The hotel is set out in different buildings - only a few rooms are above reception, most you need to drive to (motel style).
As one of our group was having a celebration and we were having dinner in the hotel restaurant, we called the hotel to ask if they could provide a cake for dinner, or some sort of dessert with a candle. The answer was a flat "no" as they were going to be "too busy" and they gave us advice about some nearby cake shops where we could buy our own. This was some 12 hours BEFORE we were booked for dinner (ie early morning before we had even left sydney). Suspecting trouble we also provided our own candles ( luckily as they had none). As we arrived to check in, we drove to reception (as you do) and unloaded our car ourself (there was no-one anywhere to be seen and no luggage carts) and then enetered the lobby. It was only then we were told that we would need to drive to our room. No offer of assistance (no staff) so we reloaded the car and drove to our room.
Luckily we were feeling fit as our room was located two stories up with no lift and a narrow stairwell that was very dark. So we dragged our suitcase up there. At least we were given a room with the golf course view (or hinterland view as they call it) - others had rooms facing the carpark which had absolutely zero privacy- that is - you have to open the curtains - the bed is at the window - there is no foliage or balcony or screening AT ALL from anyone walking past. And there is a constant stream of people walking past - the carpark is not just for hotel guests but also for the many people who come to play golf from very early in the morning and all day long. Staying in a room without the golf course view was atrocious.
The good bits - the rooms are all obviously brand new - no scratches, all pretty and unstained. The furnishings are of pretty good quality. There is a flat screen tv and a dvd player (but no cds/dvds so bring your own and no instructions anywhere -hopefully one of you is techno savvy). We were in a deluxe studio room - medium size fridge, microwave, toaster, kettle, tea and coffee making facilities.
Not so good - a terrible shower head - not adjustable, no massage function and a shower set up in such a way that it is IMPOSSIBLE not to flood the whole bathroom whenever you shower (a very small non movable screen - no curtain). The towels are your average at home towels not thick or in any way luxurious as you would expect. The pillows are unbelievably stupid - about 20 cm high, thick and hard as rocks with no option to change them. Most of us awoke with sore necks from either trying to sleep on them or by having to sleep without a pillow. The typical information folder proudly displayed on the desk was COMPLETELY empty - just dividers with nothing in between (!). Oh and absolutely no minibar. And zero hangers in the cupboard (yes none). So bring your own snacks and beer.
The company had arranged for us all to have a bottle of champagne on arrival waiting in our rooms. It was there for most of us but of course it was hot. No ice available (despite the fact that each room has an ice bucket in it). We had to persuade management to swap ours for a cold bottle - they repalced our more expensive hot bottle with a cold $2 bottle. Ah well...
We had to call for towels (extra) at about 6 pm (after we used them to mop up the floor -see earlier). We were happily informed that housekeeping finishes at 5 pm. It was as if they were doing us a favour by having to find someone who would be willing to go and get us towels. This took over 30 minutes. And the phones do not divert to reception. As in - if you press the housekeeping button on the phone and no-one answers from there it just rings and rings. And the clock in the room was flashing with the incorrect time - it had obviously not been noticed.
Despite being asked to choose our food 48 hrs earlier in order to have more than two options - after we sat down to dinner it was some 45 minutes before our entrees were served. Then another 45 minutes after clearing for mains. Then another 30 minutes to hand out dessert menus (we didnt prebook these) - then another 40 minutes to take orders and deliver desserts. Lucky we were staying the night! The waitstaff were not slack - it just seemed that the kitchen couldnt cope. The food itself was reasonably good with a good wine selection. We also all had breakfast at the hotel - luckily for us it was buffet - it usually is a-la-carte(the buffet was a pretty poor one - all fried - fried eggs, fried tomatoes, fried mushrooms and fried sausage - 3 pastries, muffins and a few cereal selections) but at least we wouldnt have to wait...or so we thought. They again were very understaffed which meant no tables were cleared - there were maybe a dozen people seated when we arrived but there were another dozen tables full of dirty plates.
The golf was fabulous. Excellent course. (very expensive to play even as a hotel guest - be warned). The pool and spa and sauna great. Except NO shade over pool (even the kiddie area), no umbrellas and exactly 4 sun loungers only. It was very hot. The gym was adequte - small , 2 treadmills and a few other bits - enough to get by. The "health" spa is not open (we were not told this when we booked) - The official line is they will open in march (dont believe it - right now - second week of march it is a concrete shell only)
So the hotel clearly does not live up to the websites claims. It really rates as a 3 star maybe 3.5 star hotel right now. There is potential if they do something about their staffing - urgently more restaurant staff and reception staff to stop you unloading at the door. When its fully up and running things may improve. We would in no way go there again without a guarantee that all rooms would be hinterland facing. And things will be a bit better with the health spa whenever it opens.
- Official Description (provided by the hotel):
- Are you looking for an ideal venue for a business conference? A relaxing weekend getaway but don’t want to travel too far from Sydney or Newcastle? Or trying to find an ideal venue for your wedding? Whether for business, a function, or a private weekend getaway, you can now find all the facilities, ambiance and luxury you need, just 90 minutes north of the Sydney CBD – at Mercure Kooindah Waters Golf and Spa Resort. Stay at Kooindah waters and enjoy…• Be active. Play golf on our Ross Watson-designed, 18-hole championship standard golf course – or try our private gym or tennis courts. • Relax. Visit our endota day spa with luxurious treatment rooms or our indoor 25m lap pool, leisure pool, spa or sauna. • Indulge. Enjoy a meal at our exclusive Karinya’s Restaurant and Wine Bar overlooking the stunning golf course and wetlands. • Explore. Go wine tasting in the Hunter Valley, just a 40 minute drive, or visit the beaches of the Central Coast in under 30 minutes. Nearby Tuggerah Lake also offers serene picnic spots and a plethora of water sports with kayaks and bicycles for hire. Local National Parks boast a multitude of walking tracks, and the Yarramalong and Dooralong Valleys offer horse riding, kids’ activities, art galleries and charming villages. Accommodation OptionsMercure Kooindah Waters has a variety of Accommodation styles available to our guests from hotel rooms to spacious self-contained apartments - including standard king rooms or one, two and three bedroom self contained apartments. Most rooms offering beautiful views over the golf course with private balconies. Conferences and EventsMercure Kooindah Waters Golf and Spa Resort offer everything you need for a conference or event. There are six indoor function rooms, all with natural light and our Kooindah Ballroom boasts wetland views as well as many various outdoor areas to choose from. Weddings: Mercure Kooindah Waters offer an ideal location to celebrate your wedding and exchange vows, overlooking the glorious golf course and surrounding wetlands. The resort has all the requirements you need for your special day with ceremony and reception venues, dining, accommodation and a day spa all onsite. ... more less
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- Also Known As:
- Mercure Kooindah Waters Central Coast Hotel Wyong
- Mantra Kooindah Waters Hotel