Lancemore Lindenderry Red Hill — Hotel in Melbourne

This experience has turned us off from the idea of "staycation" for good. Google describes 2 star as "OK" - our experience would be more accurately described as POOR (1 star). I am giving 2 stars so as not to appear too emotively driven.

We stayed 2 nights between 26-28 March 2021 with their Wine & Dine package, which cost $1,578 through their website. As such, certain expectations were set for a venue charging almost as much as a resort stay in the Maldives. These expectations, disappointingly, were far from met.

Cons:

1. Poor service: Another reviewer has mentioned that they felt as though the staff didn't want them there. This accurately describes how we felt. There was a wedding occurring on our arrival, and the carpark was filled with the guests' cars. When we reached the cul-de-sac outside the reception for check-in, we were asked to park elsewhere as there is a wedding. Somewhat understandable, but immediately felt that we were not as welcome as another party. Another example, when we made a simple request for a peppermint tea bag and a bottle of body wash, they were rudely delivered by the receptionist without a single word. She knocked, handed the items to me and then turned right around and walked away. Disappointing.

2. Poorly maintained room We stayed in room 106. The carpet had multiple stains as did the walls. One of the walls had an unrepaired large dent and a deep dent. This made the room feel like a rather cheap motel. House keeping arrived very late at 4.30pm.

3. Expired food item in tea/coffee making facility The bag of Robert Timms coffee bag had an expiry date of November 2020 (We stayed in March 2021). This was eventually rectified at about 5pm on our second day.

4. Atrociously bad sound-proofing Another point shared by another reviewer. We could very easily hear conversations occurring in neighbouring rooms. Of course, one may assume that the neighbours were louder than usual. To give a more objective reference, we were woken up by the Marimba alarm tone in the morning coming from the next room at 7.30am. This was the cause of much irritation during our stay and perhaps the worst attribute of this venue.

5. Doors which rattle each time your neighbour closes their door In addition to the low level of sound-proofing, each time any door is opened and closed along the corridor, your door will rattle with quite an unpleasant noise. Presumably this is due to the change in pressure generated by the door opening and closing. This was very disruptive to what was supposed to be a quiet, relaxing retreat. Additionally, rooms have open fireplaces, and I don't believe the doors in the venue are fire-proof. If they are, they certainly are not reassuring given how easily they move in response to other doors opening and closing along the corridor.

6. Misleading information on website Website states complementary wine on arrival, complementary items from minibar, and an upgrade for booking directly through their website. This actually means: 2 non-alcoholic drinks per day, wine if dining, rooms if available. Explanation for this was only provided when we enquired on day 2. Certainly were not forthcoming about their own offer. Needless to say there was no upgrade. The venue did not appear full to us.

Pros:

1. Garden The garden was fairly nicely curated, but not so amazing that this would be one's primary reason for choosing to stay.

2. Several indoor lounge areas for reading.

Neutral:

1. Food: Exactly average. Nothing dreadful, but also nothing great.

How the venue responded to our feedback: Credit where it's due, they did take actions to respond to our negative experience. At time of our check out we fed back our experience to the lady at the reception. She did apologise several times and offered an invitation for us to return to stay at an adults-only section of the venue, which did not interest us. As a token of their apology she waived the cost of one of the...

STAY AWAY FROM THIS PLACE UNLESS YOU WANT SOMEONE TO RUIN YOUR WEDDING. THIS VENUE HAS CONVENIENTLY OVERCHARGED US AND IGNORED OUR COMPLAINTS UNTIL WE CONTACTED CONSUMER AFFAIRS VICTORIA

*Got married at this venue about a month ago – ended up with a stressful day and frustration-filled memories of the day. Recommend prospective couple to stay away from the venue if planning to have a stress-free wedding. Made complaints regarding bad experience and to date, no apology was extended – all we got was “unfortunate to read we appear to have fallen so short of your expectations” from the General Manager. *Our wedding coordinators appeared to be very friendly and helpful during phone and email conversations and several face-to-face meetings and promised to be around and available during our wedding day, but on our wedding day itself, they were NOWHERE TO BE SEEN/FOUND! Some guests reported seeing one of the coordinators busy bringing other prospective couples around the venue rather than attending to the details of our wedding. Keep in mind – this may be you on your wedding day – having your friendly coordinators being friendly to other couples at your expense. *Arrived in the morning at the venue and requesting to test the PA system for the ceremony to be told that since the ceremony does not start till 3.30pm, there was NO NEED for the PA system to be set up until after lunch – resulting in a non-functioning PA system and microphone during the ceremony (as it was only set up 5 minutes prior to the ceremony and they were not able to resolve this issue then). *Lunch was NOT served according to the wedding runsheet timings and we had to call the front desk to chase up our food. *One of our guests (an old couple with disability) who arrived more than an hour prior to the ceremony was left standing at the front of the venue after telling one of the wedding coordinators they were there to attend our wedding – only for her to inform them that the wedding would not start until 3.30pm and WALKED OFF! Our guests had no clue about where they could go *Easel, welcome table and registry table was NOT set up prior to the guests arriving at the venue for the ceremony, leaving little time for our wedding helpers to set up the arrangements before the ceremony start. *Did not have a full detailed briefing with the bridal party & celebrants – resulting in the bridal processional music getting played by the wedding coordinator before the guests were welcomed to the ceremony (despite being told by the emcee, celebrant and groomsmen not to play the music yet). This resulted in the bridal party procession starting to walk down the aisle and had to return to their position until the celebrant completed his introduction! The wedding coordinators are absolutely HOPELESS! *During the dinner service, there was little attention paid to the bridal table – and we had to keep on waving our waitress down to request a beverage. Furthermore, some waiters were very UNPROFESSIONAL and IGNORANT as they keep on blocking our videos by walking in front of the projectors! *Also requested projector and PA system to be provided by venue for reception – it was so badly positioned that one-fifth of our guests could not see what’s projected. Also, PA system provided on the day itself was different to what was promised earlier – luckily our DJ brought a backup one! *Venue also was not able to provide a full wedding invoice account breakdown until two and a half weeks after the wedding day – and only after threatening to go the Consumer Affairs Victoria regarding this issue then they admit having OVERCHARGED us by more than AU$4,000, and again, without proper apology!! *Also, checked other guests into the room that was reserved for us the night before the wedding – and proceeded to check us into the same room. When we opened the door of the hotel room, there was other people’s...

Stunning venue, beautiful and romantic. Hence why we choose to get married at Lindenderry. However, service was disappointing for a 5-star hotel. I wish I knew, and I would've hired a wedding planner or choose an alternative venue. Especially if you don't want your coordinator leaving before reception without prior notice.

Venue coordinator was unresponsive from the start (multiple emails and calls needed to get responses). We understand we got married during peak wedding season (mid-April), the venue coordinator is possibly very busy, so we tried to give them the benefit of the doubt. But the lack of communication never improved.

One virtual meeting (1 hour long) arranged 2 weeks before the wedding, follow-up questions took an additional week to answer.

We only had a quick ran through of the timeline during that meeting. I assumed we would spoke more in details leading up to the wedding, but that never happened.

Wedding package required booking all rooms at wedding wings, but hotel only called guests the afternoon before the wedding instead of 3 days prior as promised. This caused stress and a lot of time spent reassurance for guests.

Arrived at 8am on the wedding day; coordinator was absent until 11:30am despite follow-ups.

We had to follow up if our room will be ready 30 minutes before our photographer arrives. Coordinator ignored my call, instead responded with text immediately after.

Ceremony was at 4pm, and by close to 4pm the coordinator was nowhere to be found. One of my bridesmaids had to locate them.

Immediately after the ceremony, the coordinator was missing again. Our photographer and videographer handled guest movements for cocktail hour.

At 6pm while we were waiting to enter the reception, coordinator informed us they were leaving for the day and advise if any issues/questions contact staff directly.

Guests with dietary requirements were served incorrect meals repeatedly, despite seating plan details provided.

We put on a bar tab for cocktail hour and reception. This detail was not communicated to the staff that night, despite this was previously confirmed with coordinator, causing guests to pay out of pocket. By the time we found out, we were told we will have to wait till after the main is served.

Dessert promised as roaming style was served at tables instead.

The wrapping of our wedding cake was not removed, and I had to do it myself moments before cutting the cake. Lack of attention to details for a 5-star hotel.

Promised we will have the entire wedding wing to ourselves and have the opportunity to continue celebration. But staff began resetting the room for the next event immediately after, affecting the atmosphere. We were asked to go to the other half of the room but later stopped it entirely by 1am.

This is my first negative review. I tried to communicate this to the general manager the morning after the wedding. I was assured that my feedback would not go unheard. But I am yet to hear anything back from the venue.

However, in saying all of this - Lizzie at reception was super friendly and amazing! She showed genuine care. The bartender that night was also amazing. Super friendly and created a fun...