Novotel Vines Resort Swan Valley
Perth
Avis
Had an amazing stay at The Vines over the weekend. Short getaway with myself and my husband. First time being back since we got married there 2 years ago. Brought back heaps of incredible memories! Room spacious, clean, tidy, bright and also felt away from others. Backed onto the wedding garden, saw some kangaroos - was great! Can't wait to book again
Very disappointing experience for what should have been a relaxing family holiday. Our problems started at check-in when staff could not locate booking changes that had been made through Accor. We were incorrectly advised that we still had five rooms booked and had to provide proof of our cancellations ourselves. During the process, a staff member walked away with my phone while reviewing the booking details, which was concerning. Breakfast had been included in all our bookings and was confirmed again at check-in. Despite this, every morning we were challenged by restaurant staff and had to repeatedly explain and verify our entitlement to breakfast. This became frustrating and embarrassing, especially when travelling with a large family group. The biggest disappointment was the apartments. They were not maintained to the standard we expected from a property associated with Novotel. The apartments were not serviced, supplies were inadequate, kitchen equipment was old and limited, and the overall cleanliness was below an acceptable standard. We also had issues with insufficient towels, rubbish bags, toilet paper and body wash. We holiday as a multi-generational family, including young grandchildren, and hygiene is extremely important to us. Unfortunately, the apartments did not meet the standards we expect when booking accommodation through a recognised hotel brand. The location is lovely, but poor communication, repeated booking issues and substandard accommodation significantly affected our stay. We would not choose to stay here again unless substantial improvements are made.
Much better experience this time round to previous ( broken things in room and not attended to with guest in mind). This stay much better and thoroughly enjoyed stay, although checkin could have been managed better as well as checkout ( had extended checkout 11:00 but receiving telephone call from reception around 10:00ish questioning why we have not checked out yet- some communication could be improved on the administration side).
Our family stayed at the Vines as part of a time share swop with RCI. The rooms are beautifully oppointed - great access security, lovely fully furnished unit with all the cutlery and crockery, washer dryer etc. Great beds and linen and super bathroom. The TV's are high quality and so are all the fittings. Access to pool is granted via your room card. The area is lovely. Wonderful high quality mini golf but honestly I believe over the top at Aud 18/19 pp which for a family of four seems excessive given you are staying there. If you were a day visitor I could undersatnd. It would be a good idea if they could take of the old tennis court(s) and turn it into a beach volley ball / badminton area - it would not cost much - it gives the kids something fun to do.. Also maybe install a concrete table tennis or have table tennis available. It would also be great if one could walk on the paths of the golf "course after" hours? Lots of family friendly restaurants in the area say 5km radius.
The bed was comfortable. The room was nice. Bathrooms was clean. Front desk staff were lovely. Let me leave the key in my room instead of walk from one side of the resort to the other and cak again to check out. The fridge inside our room was not cleaned. I ordered a kids fish and chips from the QR code and when the waitress delivered it to the table she had a good go at me for ordering it as I was not 12 and under. I told her I couldn't eat a normal portion due to stomach surgery but she still gave me the 3rd degree.I didnt even look at the paper menu that was bought over to been shown the "rules" as i ordered from the QR code and nothing was stated on there . its not like we didn't spend money there. Between me and my cousin, we spent $200 in food and drinks because of the prices. I ordered a normal dinner the next night and 3/4 of the meal is a waste because it couldn't be eaten. Yet I still had to pay full price. Went to order room service.. was only open 11am till 6pm on Saturday and breakfast buffet was $78 for 2 people. We didn't even eat that worthnof food and was then charged for coffee to take away with us. Can hear all the activities from.other families around you. Rooms aren't sound proof.
