Novotel Swan Valley Vines Resort

Don’t waste your money. Extremely disappointing! The purpose of my trip was to visit my mother who is now in hospice care with my 2 adult children and my 10yo son. When I originally booked, I wanted to cancel as the room had a double and 2 single beds. As my children didn’t want to share beds, which is fair enough, I contacted the hotel to ask if they had a roll away bed that could go in the room and was informed no.I then asked if I could put a inflatable mattress, supplied by us and again told no. I wrote a email of complaint and was contacted by a manager and I explained the situation and was told no I couldn't cancel. When I asked her about the inflatable mattress she said that would be fine as we were supplying it and not adding extra people to the room. So I had originally been misinformed by a staff member there. What they don’t tell you is, the apartments are owned privately and rented out under Novotel’s name. Novotel sets no condition or requirements that the apartments are to be maintained or presented. The apartment accomodation is definitely subpar to that which you would expected of Novotel. We arrived to find a private resident had parked in our space and spoke to us with disdain in his voice when we asked him to move. We then discovered the apartment they had checked us into didn’t have the bed configuration we required and the decor could be described as nothing short of tacky. When I contacted reception I was informed that this was their best apartment and another may not be as good but informed that she would send a manger down to show me another apartment. We were shown another apartment with required bed configuration, decor slightly better, but obvious signs of no maintenance done or even basic amenities like Wifi. At the price we paid, $1700 for 5 nights, it was nothing short of disappointing. No compensation was offered by the hotel. Don’t waste your money on the apartments.

Booked two rooms back in April for a golf weekend in Oct which I unfortunately had to cancel as the course was getting upgrades. Was still charged for the room and when I emailed through I was told the booking didn't have a cancellation policy despite the booking document mentioning a full refund as long as 48 hours before. Have emailed the Front Office Manager over the last month and have had no response at all