Hepburn Spa Retreat — Hotel in Hepburn Springs

For such a luxury accomodation its was just disappointing!

Saturday: We arrived at 3.15pm at reception to check in and was told our room had been changed to across the road in villa number 7. -To begin with it took reception staff 30 minutes to get us into our room as the door lock was broken... once we were inside the state of the apartment was disgusting, nothing had been wiped down as dust, dead flys and fingerprints were seen everywhere! Considering we are currently going through covid-19 that apartment was unsanitary and a complete hazard. -No heating worked and gas fire fan only worked on low so we were cold the whole time. -We had to put our foot on the plug of the spa so it could actually fill up and not drain out. -Foxtel didn’t work and there was no Netflix available. -Right beside light didn’t work. -Very minimal cooking equipment and the minimal equipment you had was in terrible condition so I’ve cleaned it for you!

I spoke to staff about these issues which they said they would organise something for us on Sunday.

Sunday: Around lunchtime we went to reception to complain (about the comments I have mentioned above) and to organise a new apartment (we moved into villa 4) which we had to wait 2-3 hours for staff to organise which was a waste of our time because again we had problems... It was basically the same but we actually had Foxtel this time but the microwave and heater fan didn’t work at all.

Staff mentioned that they were not ready for people to come and it was very clear that they weren’t as multiple customers met at reception to complain at the state of their rooms.

Having paid so much money to stay I’m honestly beyond disappointed and wish I never bothered because I live in better luxury at home. We never stayed in the accomodation we booked in the photos which is very misleading and missed out on various items in the villa because of this. (no pod machine like in photos, no oven, no bath robe, no minibar, no sauna, no electric blanket)

I don’t want to leave this full complaints because the staff at Hepburn springs were beyond amazing considering the circumstances and honestly the only thing that kept us there, as they couldn’t do enough to help the situation a...

Terrible experience from start to end! The place itself is not that bad but service is so poor, there is no way this is a 5 star place. And we were on our honeymoon!

*Check in: My confirmation said check in is at 2pm. We've been in the area for hours just to wait for check in time only to get there and they said they've changed check in time to 3pm and didn't notify me beforehand. The receptionist spoke to us like we were 3-yr olds and she kept going on and on which only aggravated our moods while we waited a few minutes to have our room. Oh, and they had a $250 preauth for the minibar, and said we needed to remind them to return the money to us.

*Facilities: The stuff in the mini bar didn't make sense - fresh milk, instant coffee, sugar, etc. We had a hamper and those were the ones that seemed like they were for the mini bar; no serviettes nor paper towels, and no spatula for frying, no bottle opener. They just had weird supplies. No slippers. The fireplace stopped working at some point. We stayed here for 3 nights and were only able to use the spa once. The second time we tried, the water heater was tripping whenever the jets in the spa were turned on. We tried to call them but no answer and call back.

*Check out: We told the receptionist (same as check in) about the complaints we had. Again she spoke to us like we're 3-yr olds and went blah blah blah and said if we weren't in a hurry she would but us in their sanctuary (bath house). We were going to catch a flight that afternoon but even if we weren't, did they think we'd be happy with going to a public pool as compensation for a paid private spa that didn't work?

Definitely not worth the money! In the end, all we wanted was to get out...

Deeply disappointed by this accommodation.||||The service is poor to non-existent. At reception they give you a door access code and that is it. They could not assist us in turning to fire completely off, getting the television to work, or any other queries. A person came to fix the TV and gave up after 30 minutes. Also there is no WiFi - ridiculous for this level / cost of accommodation.||||The room looked great on the surface however had the following issues:||-- bad servicing, a mess of cables which had not been secured and a pair of underwear still in the cupboard (classy!)||-- terrible design, the fire does not turn off so constantly sends a low level of heat, and the aircon does not match the size of the room. It was mid-20s temperature when we stayed and by the end of the day it was uncomfortably hot.||-- impractical design. Side windows next to the bed (and everywhere) meant that to get changed you had to hide in the loo, or close all the blinds. And the fireplace is positioned so that it blocks the view from the bed. Shower visible from out the windows too!||-- a kitchen that was useless. No bowls (we ate cereal out of the water glasses), insufficient cutlery for 2 people and a random assortment of kitchen gear / crockery which meant that what was it was impractical to do anything other than open wine or a pack of dip.||||It felt very much like someone intended to delivery luxury and then skimped on the design, furnishing (couch from Freedom!) and taking the time to plan a functional and...