Discovery Resorts - Wilpena Pound — Hotel in Flinders Ranges

Part 2

BEWARE: Poor Reception / Administration – We wanted to book a Sunset tour the day of arrival however travelling with kids can be unpredictable with, food, leg, toilet stops etc. especially with a child that has travel sickness, so I made sure to prepare and I notify staff of our situation. A 5 – 6 hour journey. I was told that so long as I booked by 3:15pm on the day all would be well and that they would keep an eye out for us etc. The kids decide to skip a stretch / playground stop because they wanted to see the sunset on the outback, I missed a driving stop so we could make sure we got there. I decide that since were tracking ok I’ll call and book - I phone as advised no answer – between my husband back at home and I we phone the 2 numbers available 13 times over an hour and a half - they all ring out, no one answers. I desperately send an email confirming my desire to book and that – as advised – I have tried phoning and have not been able to get through. We arrive on time, we get our tickets (there still available for purchase), we had a small amount of time to spare before the scheduled departure of the tour. I ask where the toilets were to take the kids, Heather the main Receptionist (that we had our whole visit and throughout preparations) directs me to the closest ones, at the room my mother is staying at, eye shot from her desk (it’s all window frontage) a stone’s throw from reception, I tell her that’s where we are going and will return. We return 5 minutes after the “scheduled” leaving time because of this, Heather sees us. We wait where we’ve been told to wait, near the desk reception, the kids get loud, and there is fragranced oil burning, I tell staff I’ll wait out the door because of these things. We wait for a considerable amount of time, I get confused and concerned, I go back inside and ask how much more time, I am abruptly and coldly told the tour left at 4:30pm it waits for no one. I relayed recent events and their directions, consequently our actions, since they somehow had forgotten. I asked why they didn’t say something 15 minutes ago when I arrived or when I said that I was going to wait outside, or why someone had not come outside and told us – why they had waited until this point – how long were they going to let us stand out there waiting. Heather and another male staff member just repeated the 5 words – the tour leaves at 4:30pm another 2 times. I was beyond baffled at the whole ordeal, I walked away. I reported it to Management when they excitedly sent me an email saying that they could see I’d made it in time. On another note, we made our booking through RAA a reputable Australian company. Yet upon arrival they said that they did not have my personal / contact details and made me complete 2 pages of information. They say they never received it – RAA assure they provided 99% of it. I showed them a copy of the invoice. There was no warmth, no welcome. After everything we did to get there and to get on the tour above. This added to our missed experience. In addition, my husband fell ill and couldn’t attend when we called to see if a refund would be available, we were firstly told that it was done through Expedia and were immediately handballed to them. As mentioned above it was done through RAA. Enquiring through RAA they were able to give sympathy, compassion and easily explain that a refund was not due as “The cost you have paid is for the accommodation, not a per-person fee.” Advise and emotion the Wilpena Pound Reception should have been capable of providing.

A “Resort” without cocktails. As a Mum of a 5 and 6 year old I don’t get to enjoy alcohol anymore, however we were on holiday, at a “Resort” with a pool and banana lounges, it was a warm day, I thought perfect I’ll have a cocktail by the pool. No, they do not do cocktails. Ok fine, I’ll have a Madori and Lemonade, they had no idea what that was, after teaching the bar staff I was asked if I wanted it in a short glass or a long however that I would not be able to take it into...

I have had to do this review as a 3 part due to word limits. I believe that people have a right to know what they are about to experience, especially if marketing is deceitful, especially when there are health risks. Part 1 BEWARE: • Deceiving marketing • A Retreat defiantly not a “Resort” • Incompetent, arrogant, cold, compassionless, dismissive, cowardly Reception / Office staff. Understaffed. Urgently in need of some Customer Service training. Management don’t seem to relay messages / talk to / or prepare front of house. • Not child or family friendly – I wouldn’t even say tolerant or equip, defiantly not understanding

BEWARE: Asthmatic’s and those with respiratory diseases, disorders, sensitivities, issues My sons particularly wanted to see the outback and experience glamping. We purposely booked our holiday during April, as my 5 and 6 year old and myself have asthma and Bonfire smoke is a particular trigger for us, and the website states “Outdoor fire pit, available for use from May to October”. I made point of this at check-in. Nothing was said. Upon driving around, the park and arriving to our accommodation - There were bonfires / fire pits everywhere, including at the glamping tents directly next to us. It was only after 2 emails, one phone call that was never returned (where I was told that they couldn’t help and that the message would be passed on) and a 3rd follow up email pushing the urgency of the situation and health risk on my family - that any form of assistance was given - The only option to re-locate to a resort room. I was told abruptly and simply “we cannot ask guests to put out their fires”, “we have no fire ban in the area now”. It was only after another 4th email where I repeated my disappointment of being deceived / penalized / losing our glamping experience, and the core issue of incorrect information being dismissed / ignored that it was address again abruptly and simply “I have contacted Head Office to advise them of this incorrect information on the website as fires are permitted in the Ikara-Flinders Rangers National Park from 15th April to 1st November each year”.

BEWARE: Those allergic to bees / wasps – Keep your epipin handy There were bee and wasp infestations everywhere. On the grassed area out front the restaurant, near the pool, in from of the Brachina Room at the car park to name a few. BEWARE: Pool or Resort lovers The pool does not look like the beautiful marketing photos. It is not cleaned or maintained. It was 27, 28, 29 degrees the days we were there, the usual portable pool safety sign board had been placed out seeming to encourage people to enjoy themselves. Yet the whole time we were there the pool was covered in floating dead and dying insects, fly’s, bees, wasps (my son even pointed out a spider), there were leaves and debris at the bottom of every corner and beyond. My kids were still enticed and adamant to have their play in the pool but it was not enjoyable at all and it was not long before they gave up trying. Clean your pool. If you do, then you need to increase your schedule if you don’t then close the pool off during certain periods.

To be continued . . . see...

The location was fine and the staff were good. The park however is in need of some work and better organisation. Upon arrival I pulled up in what appeared to be a suitable waiting spot for caravans. I then noticed a sign directing to the "resort". As I was staying in a part of the resort I turned around and headed there. Arriving there I found that I needed to check-in back where I had originally stopped. A lap around the "motel room" style part of the resort saw me back where I started.

Check-in takes ages as the staff go through a lot of stuff that should be on the handout material (which is out of date). The map of the complex is not too scale and saw me walk twice as far too a guest laundry/amenities block that looked closer on the map but which was three times further away than a nearer one! I stayed in a powered caravan site and had been advised that, as the resort was upgrading it's water treatment plant, bottled water is provided and is available from the mini IGA supermarket in the same building. The IGA is however, only restocked once a week on Thursdays. There are marked paths to facilities but some light posts were missing lights completely and others not working. The powered sites are poorly demarcated and several people I spoke to had issues figuring out where their site was. I walked the track to the lookouts on day one - be warned that the lookout track is rated "moderate", the last 500m or so is not, it is quite strenuous. Day two I decided to follow the scenic drive that had been outlined to me upon check-in. I'd planned to visit the lookouts, townships and the notable "Prairie Hotel" at Parachilna for lunch before returning via the Brachina Gorge geology path back through the range. The cafe at Blinman is great with good locally made confectionery, the "Wadna" Aboriginal artworks centre nearby has some beautiful art and artifacts. I was unpleasantly surprised to find that the Prairie Hotel is closed Mondays - the day I was there. As the circuit I took was over 170km and only Parachilna and my morning coffee stop at Blinman were the only places to find food or drink this would have been good to know when checking in to the resort - but the staff have so much other stuff to tell you it gets overlooked.

The trip back through Brachina Gorge shouldn't be attempted in anything less than a "proper" 4wd vehicle. Even "soft roaders" - constant 4wd vehicles on road tyres with lower ground clearance could well be damaged driving through the dry creek beds which extend on and off for several kilometres. All the staff I spoke to were very good and I understand that the complex has recently changed hands, so I hope these issues will be addressed for...