Grand Mercure Apartments Cypress Lakes Resort, Hunter Valley

"Cypress Lakes"

7th February 2013, golfhorses16, Quirindi, Australia

We stayed at Cypress Lakes for a 50th birthday. The rooms were very good and the service at reception was excellent. Unfortunately I booked the wrong type of room, 2 bedrooms instead of 3 bedrooms. I was very disappointed that Accor (I am a member) could not upgrade the booking, as the type of booking I made had no refund. I didn't want to cancel, I just wanted to pay more!I ended up booking another room for the extra couple. It was considerably cheaper three days before the engagement than it was two weeks before the engagement.I will think very seriously before I renew my Accor membership. In future I think I will deal directly with the hotels I wish to book. The hotel staff were very accommodating and friends that booked direct had a better experience and a cheaper rate.

"Wedding venue hunting"

4th February 2013, aabalode, Sydney, Australia

I have heard that Cypress Lakes is in need of maintenance and found it to be so. In our apartment the soap holder in the bathroom was barely on the wall and the adjacent apartment had rotten a window frame, and that was just a glance. However the resort is still very functional and comfortable, and I would still continue to stay there for the time being.

"Unhappy surprise birthday visit, Better the first stay!"

28th January 2013, no1brownie, Muswellbrook, Australia

The apartment was clean but the decor tired and hall GLASS table unstable, the GLASS shower screen almost had to be pulled from its hinges to open it ( not very nice for my wife who at that point was really upset as we couldn't relax and enjoy the spa bath as there was only one robe to share between the 2 of us ). The GLASS slide door to the balcony wouldn't shut properly or lock! The tv reception was terrible and it would be nice to have NORMAL WHITE SUGAR for your paying guests both in the rooms and restaurant (not a chemical substitute or raw/brown sugar there were plenty of these and little or none of white, as others were unhappy about this as well) When reporting this all to the staff there was very little interest and not action at all !!!!!. BAD LUCK was how we felt with the response and it ruined my wife's birthday. Not a happy Accor member.

Management responseThank you for your posting. I appreciate you brought this to our attention and I’m sorry that you felt the team were less than responsive to your concerns. I am sure that we have white sugar available in the restaurant so I will make sure the team are aware of the types of sugar we have available to our clients. I have also noted the two maintenance issues with your room and have had maintenance resolve for you. Please don’t hesitate to ask for any additional items you need in your room to make your stay more comfortable, we would have been more than happy to deliver a robe to you. I hope that we have your details and you have spoken to our management team since leaving as you seem like we could at least apologise.Julie PettitAssistant Hotel ManagerRooms DivisionSales & Marketing
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"Family weekend break in the Hunter Valley"

21st December 2012, MagentaBlue987, Sydney, Australia

We recently enjoyed a weekend way with our family in the Hunter Valley and stayed at Cypress Lakes Resort. The villa style accommodations were clean and comfortable, the resort facilities were well maintained the golf course was well kept and offered some challenge to golfers.

Management responseThank you for your feedback. Wonderful to hear you had a nice relaxing break with your family. Our golf course has some great challenges and great views we are truly blessed with a great location in the hunter to sculpt our course. We hope to see you soon as we continue to improve our product and service delivery.Julie PettitAssistant Hotel ManagerRooms DivisionSales & Marketing
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"Central location but not enough time"

27th September 2012, wollongong

Cypress Lakes is in a great location in the Hunter Valley and has good facilities to suit everyone. The units are well laid out and comfortable. We wanted to stay a few more days and make use of the pool, tennis courts and golf course.The food at dinner was good but the wine list poor. With less than 10 shiraz's (in a wine region) and our preferred choice being unavailable, we were quite disappointed. OUr preferred Pinot noir was also unavailable (out of a choice of 2). The glassware also needs updating from "club style" to resaturant quality and staff need more training if the venue wants to be taken seriously as a good quality dining experience.These small issues aside we'd recommend the hotel and go back ourselves.

Management responseThankyou for your feedback. It’s sad you could not stay longer it sounds like you really didn’t get everything you wanted out of the Hunter. It certainly is a wonderful destination with more to offer than just wine. By the time you return all our new restaurant staff and furniture will be finished and you will see a changed restaurant. See Jeff or Myles our new super team on the floor and they will look after you. Adam our new chef in the kitchen makes food that is to die for! I am very impressed where this restaurant has grown from in a few weeks with the new team and finalised refurbishment that I would love to have some repeat clients give me some feedback on where it is now. Feel free to let me know your favorite wine next time and I will ensure it’s waiting on your table for your next booking!Julie PettitAssistant Hotel ManagerRooms DivisionSales & Marketing
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