Grand Mercure Pinnacle Valley, Accor Vacation Club Apartments

"Mt Buller Ski Trip 2012"

18th September 2012

Firstly the accommodation.The Sleep Quality was below average. The reasoning is noise from adjacent suites/rooms.We stayed in a King Studio, which is adjoining/connecting on both sides. On one side we had a guest who snored, not overly loud just consistent, and on the other side a young family with an infant which cried, not screamed just cried. These both woke us up or kept us awake for significant periods of time. For the price of a room we feel it is inadequate. In our opinion sound proofing needs attention, and that would improve sleep quailty dramatically.Secondly the restuarant.We had two meals here. One buffet breakfast, one dinner.We arrived for breakfast at the 7:30 opening time to find a restaurant unattended, with lights off and the buffet not fully set up. After waiting for to be seated we were told the "continental breakfast is set on one side of room and that hot breakfast will be cooked to order". I chose to have a Continental Breakfast(thinking this was an option), my wife a serving of fresh cooked Bacon and Eggs. At no time were we told the Charges were the same for both.On my approach to the breakfast station i saw no hot water for tea or coffee and no milk for breakfast cereal. After our breakfast we were still not told of the charges and only found out when we signed to charge the balance to our room.$26.00 per person for a small serve of cereal and toast with juice and a pot of tea, and one serve of scrambled eggs and bacon with juice is NOT good customer value, and the service was also below expectations.Regards, Wayne and Rebecca

"What a Charming Place.."

10th September 2012, ntrewhel, Caroline Springs

We had previously driven up into the resort some years ago and thought we would like to come back. Obviously since that time a restaurant/ bar and reception area has been built. We arrived just as reception was closing since we had to come from Melbourne after work. The person minding the bar could not have been any more helpful. She even gave us a couple of free glasses of wine while we were waiting for the keys to our room to be found. After a very comfortable night's sleep we completed check-in and were given a breakfast pack to prepare in our room. It is possible to self-cater at this establishment but you need to bring your own food as there are really no major shops nearby. We spent the morning walking aound the place which has fantastic range of activities- horse-riding, tennis court, BBQ area, bonfire, walking tracks, gym, games room, swimming pool etc.

Management responseDear ntrewhel,Thank you so much for taking the time to post your review after your stay at Grand Mercure Pinnacle Valley. We are delighted that you enjoyed your stay, particularly the great range of activities and wonderful welcome you received. Again, we thank you and look forward to welcoming you again in the future.
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"Greatstay at PVR"

7th August 2012, Albare, Melbourne, Australia

Excellent value compared to staying on Mt Buller. Great rooms, open fires, spa baths. Snow equip. hire shop same prices as anywhere else however provide greater plexibility and ecellent service from Paul

Management responseDear Albare, Thank you for taking the time to post your review after your stay at Grand Mercure Pinnacle Valley. Its great to heat the you enjoyed your room and the resort facilities, in particular the excellent service from Paul. We look forward to welcoming you again in the future.
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"Trip to Mt Buller"

5th July 2012, Adelaide, Australia

We loved this resort. Absolutely beautiful location with views to die for! The wildlife was abundant and included parrots, kangaroos, possums. All very tame! We stayed with our two children in a self contained chalet for 5 nights which was beautiful. Modern, clean and well maintained. I was a bit worried at first about the stairs to the loft with our 20 month old but it wasn't a problem as she seem to have little interest in going up the stairs once we put a chair in front. And we didn't have any problems with noise from adjoining chalets which is always a plus! The trip to Mt Buller each day was a bit of a hassle (need to allow at least 1/2 an hour) plus the bus journey, but at the end of the day it was far cheaper to stay down mountain so I shouldn't complain....My only criticisms are:- It would be nice to have more powerpoints in the kitchen as we couldn't run the microwave, toaster and kettle at the same time.- I think a quick tour by the site manager would be a good idea as the resort is quite spread out. It was a little difficult to work out what was where from where we were staying.A beautiful spot to stay and I am sure we will back to stay there again!

Management responseDear sjc840, Thank you for taking the time to post your review after your stay at Grand Mercure Pinnacle Valley. We are delighted to read that you and your family enjoyed your chalet and the resort facilities. Your comments regarding the power points had resort tour have been escalated to our Senior Property Manager. All feedback is greatly appreciated as it assists with the constant monitoring of quality and service. Again, thank you for your review, we look forward to welcoming you again in the future.
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"Fantastic Time Away"

16th April 2012, mary_anastasopoulos, Melbourne, Australia

Rooms and facilities maintained to a very high standard. Extremely user friendly to families. Children are asking to go back. Staff very friendly, informative and professional.

Management responseDear mary_anastasopoulos, Thank you for taking the time to post your comments after your stay at Grand Mercure Pinnacle Valley Resort. We are delighted to hear that you had a great family holiday. It's good to hear that the children enjoyed it so much they want to return. We place a high degree of importance in guest satisfaction. Your feedback is greatly appreciated, as it assists us in the constant monitoring of quality and service. Again, we would like to thank you and we look forward to welcoming you and your family again in the future.
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"Merrijig"

2nd February 2012, Melbourne, Australia

We started to come here last year and quickly decided that we Love this place and have made it our Australia day weekend getaway of choice! Beautifully located and peaceful! We really Love the pool and so do the kids! They don't want to leave. And neither do we!! The staff are great and friendly! Thanks for another memorable stay!!

"Special night away"

7th October 2011, Sydney, Australia

Good facility overall, bed was lumpy and second rate, traineee serving meals which was a bit of a hassle. Seemed to be no supervision. Poured rain whole time - dining room is separate to accommodation. Couldn't use sports equipmt due to rain, so cannot comment.

"Country Escape"

19th March 2011, Melbourne

Great location, what more can I say. Kids were kept busy with swimming pool, spa, mini golf, tennis. Lots of kangaroos grazing right outside our Chalet, "What a sight".Restuarant was a bit of a let down - Expensive and not much of a choice but besides that a great place to experience the Victorian High Country

"Merrijig Getaway"

19th February 2011, Sydney

The location was marvellous. We were dissappointed that we were given a apartment with no bathtub since we have a baby who we needed to bathe. When we asked for a room with a tub they said these rooms were given to paying customers who paid full rate off the street (aren't ACCOR Members paying customers??!!). Our windows were disgustingly dirty (room 306) - and when we booked we thought we were getting a balcony because all pictures showed balconies - we did not get one. As an ACCOR Member I felt like a second rate citizen. I was dissappointed by service. There were other things that dissappointed but I don't have the space to write about it.

Management responseMy apologies for the problems encountered and for the response to your request while at the property. This is not typical of the level of service we strive to achieve at Grand Mercure Pinnacle Valley Resort. We would also like to discuss this matter further with you and while it is difficult to reverse your experience while on site it will assist us in obtaining a better understanding of the circumstances and allow us the opportunity to try ad resolve this for you. Please contact us on 1300 761 414 (option 2) and mention Trip Advisor. My apologies once again and we look forward to hearing from you.
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"Great Location and Friendly staff"

5th February 2011, MEL

We simply had a wonderful stay the staff were so helpful and friendly and the accommodation was fabulous.The views from the hotel are breath taking with the mountains and Aussie bushland.Thank you to Steve the GM for his help and friendlyness he runs a fabulous establishment. I am in the Travel business and would recommend Grand Mercure to all my clients. Thank you

"not for summer"

24th January 2011, torquay

Resort was set up for winter with no place for outdoor sitting - except the excellent pool. There was no breakfast during the week or dinner from Mon -Wed and this wasn't stated b efore the stay. No where to get even a coffee. Resort needs to cater much more for summer

"good time at pinnacle valley"

6th January 2011, melbourne

we had a great time at pinnacle valley, overall the resort was very good apart from the fact that a few things that need updating, e.g the gym had a old treadmill that didn't work and the weight training facilities were outdated and a little unsafe, as well as having no air conditioning that seemed to work either in gym area. apart from that though we found the staff to be very friendly and helpful, the restaraunt was nice as well however it could probably do with a few more items on menu. overall we had a nice memorable time and would recommend it to others.