Nelse Lodge — Hotel in Northern Victoria Region

If I could give zero-stars, I would. Shocking customer service!

I booked dinner for 10 adults for 27/08/2022, several weeks ahead, but when we got there at the appointed time the whole place was closed! I had booked with a phone call to the lodge first and then confirmed the booking on the Open Table app (as I was asked to do by Nelse) and I received a confirmation email. I called Nelse a week before the scheduled time to advise that we would all be wanting steaks (just to give them a heads-up) and I reconfirmed the booking with the staff member at that time. I received an email from Open Table the day before the booking, further confirming the booking. But when we got there, the place was closed! My subsequent inquiry learned that Nelse had staffing issues, which we would fully understand, but how hard is a phone call to let me know?! As expected, every other restaurant was booked out on a Saturday at Falls Creek in peak-season! We had 10 hungry adults with nowhere to eat! On hearing my tale, the wonderful staff of Falls Creek (not Nelse) quickly arranged with 1550 @ St Falls to squeeze-in an extra table for 10 and we had a ripper meal and enjoyed great service at 1550 @ St Falls.

Nelse, you could really learn something about 'customer service' from the fabulous team at 1550 @ St Falls.

Almost a week later, I have still heard nothing from Nelse, although Open Table has sent me emails requesting...

Terrible Experience - Avoid This Hotel!

The interior environment of the hotel is extremely outdated, and the bed linens were not clean. After sleeping for two nights, both my companion and I experienced itching and developed small red bumps on our skin. Additionally, the hotel did not inform us in advance that we were required to dispose of all our trash, including washing the dishes.

Despite checking out early, the hotel charged us a $100 cleaning fee and a late check-out fee. We had already thrown away all the trash and placed the used dishes and cups in the sink (because we couldn’t find any cleaning supplies like dish soap). When I inquired at the front desk about why we were being charged an additional cleaning fee after paying $1400 for our stay, the front desk staff rudely and disrespectfully said, “I don’t care how much you paid.”

We also paid a $500 deposit, but the additional charges were not deducted from the deposit; instead, we were asked to pay these fees separately.

This was extremely disappointing. Such a rude attitude, combined with the expectation that guests clean dishes without proper supplies, makes me seriously question the cleanliness standards of this hotel. I cannot imagine how poor their overall...

I had booked 2 two-people bedrooms for a weekend in August to go skien with my partner and our friends. However, due to the second Covid19 lockdown in Victoria, we had to cancel our trip and thus our booking at Nelse Lodge. The situation has been extremely disappointing and frustrating, but it is what it is.

We booked our accommodation on Booking.com. I reached out to Martin and explained to him that we had to cancel our booking due to the lockdown. Martin not only replied a.s.a.p., he gave me all call (which feels so much more personal than an email) and there was no doubt about it that he would refund our pre-paid fee.

We were all so looking forward to get away for the weekend, especially with everything going in 2020. Because of that, I wasn't sure what to expect when I reached out to Martin, but he has been nothing but accommodating, friendly and understanding.

We are really excited for next year to book our ski trip then and we'll definitely book with Nelse Lodge. The short contact that I've had with him has already been such a positive experience, I can only imagine that staying at Nelse Lodge will be amazing with excellent service.

Thanks, Martin. See...