Blaze Rock Retreat and Day Spa - Halls Gap, Grampians

Upon arrival, reception was closed and we had trouble reaching anyone in charge and hence gaining access to our accommodation. The included Continental breakfast was unsatisfactory, with expired condiments and no bread. Doona cover appeared not to have been cleaned to an adequate level, as we observed visible 'white' staining. No check out instructions were provided. No service througout our stay - we did not meet anyone from Blaze Rock Retreat. No access to the aquazone which was included in the rate.

Australia

Friday, 20 Apr 2012 place

Management Response

Clearly we have let you down on this occasion and welcome the opportunity to be better hosts in the future. Guests are advised by confirmation email before arrival that no one is at the property and that this assures them total privacy. They are also advised by email that they can access the Spa's at any time throughout their stay. We find most guests LOVE the privacy this affords them. Our breakfast welcome packs contain half a dozen slices of bread, 8 packets of cereal, , 1 litre of milk, jams, vegemite, honey, margarine and a variety of teas and coffee which last most guests 2 - 3 nights. Had l been contacted during the stay l would happily have arranged more. I am truly sorry you felt let down. With over 1500 nights accommodation stays we have only had a handful of complaints, some about a cleaner we replaced, so l am very disappointed you were unhappy. We will take your concerns on board to provide better service in the future.

We arrived and were not sms'ed our code to get in. There were dead flies and maggots inside on the window sills. They tried to kick us out after our 2nd night when we had booked and paid for 3 nights! The location was spectacular. Would have been good if reception was open to get more toilet paper sugar etc as not enough was supplied for 3 nights! To expensive for what we received.

Australia

Saturday, 08 Jan 2011 place

Management Response

Whilst we are disappointed the guest feels this way, and we will endeavour to improve service: 1. the villa was cleaned to our usual high standards that day. Due to a screen that the previous guest damaged (which we didn't have the mesh to replace on time) flies entered during cleaning. the cleaner sprayed shortly before the guests arrival, however, they hadn't died when they left. I don't believe maggots could have been born in a 1 hour window of time. 2. Due a a death of a staff member we lost our manager and this booking was, unfortunately entered wrongly in our diary. It was a very upsetting time for our team. I am disappointed we mixed up this guests departure date, however we apologized when we realized our error. We have NEVER made this error before, and we understand her disappointment. Our staff were VERY upset at losing a fellow friend. 3. I was not contacted re supplies and would happily have arranged extra should i have been contacted. My phone number is provided in the compendium, on the confirmation email and reception door and i am available 24 hours a day to answer guest queries by phone. We are reviewing our strategy in light of very difficult circumstances recently. I would have liked the opportunity to assist this guest and would have done my utmost to resolve her concerns if they would have been voiced.

Australia

Monday, 09 Aug 2010 place

Australia

Monday, 02 Aug 2010 place

We loved everything about our stay! Everything was perfect. Thanks for making our valentines day get away so lovely :)

Australia

Thursday, 25 Feb 2010 place