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Reviews of SilverOaks Resort Heritage

3 out of 5
SilverOaks Resort Heritage
349 Fenton St, Rotorua

Reviews

5.8
Rating 10 - Excellent. 78 out of 919 reviews" "
Rating 8 - Good. 225 out of 919 reviews" "
Rating 6 - Okay. 273 out of 919 reviews" "
Rating 4 - Poor. 200 out of 919 reviews" "
Rating 2 - Terrible. 143 out of 919 reviews" "

5.8/10

Cleanliness

6.8/10

Staff & service

4.8/10

Property conditions & facilities

Reviews

4/10 Poor

Carl, Henderson New Zealand

Disliked: Cleanliness, property conditions & facilities, room comfort
Staff ok, room not so much
It was filthy. Bread chunks on broken couch. Dead roach in drawers. Rotten doors and mold.
Stayed 2 nights in Jun 2017

6/10 Okay

Sherry, Melbourne

Disliked: Staff & service, property conditions & facilities
Not quite a friendly travellers place
Internet only working in the lobby. Other hotel guest making a lot of noise, Everything from the lift to the hair dryer not working or wore out.
Stayed 1 night in Sep 2017

8/10 Good

Mike, Auckland

Liked: Cleanliness, staff & service, room comfort
Budget Friendly
This was a spur of the moment decision and whilst the room was a little tired it was great value for money, everything that we needed was provided and the bed was very comfortable. The staff were very friendly.
Stayed 1 night in Aug 2017

8/10 Good

jay, melbourne

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Budget motel close to the city centre
We booked Silver Oaks looking for affordable accommodation ; we didn't make use of their other facilities so I can't comment on that, but we were very happy with our room. Staff were very friendly and helpful! They made great suggestions about what to do in Rotorua. We enjoyed it so much, we even wanted to extend our stay an extra night. Ungortunately the spa didnt work but overall, it exceeded our expectations.
Stayed 2 nights in Apr 2017
Response from Greg on 25 Aug 2017
Thank you for your feedback, and we look forward to seeing you again

6/10 Okay

Geoff

Liked: Staff & service, room comfort
Stayed 2 nights in Jul 2017
Response from Sophie on 17 Aug 2017
Thank you for your feedback

2/10 Terrible

Unhappy!

Disliked: Staff & service, property conditions & facilities, room comfort
Really disappointing
There is hardly anything nice to say...the hotel could not find our booking on arrival and took 15 minutes to sort it out. Our room didn't have enough pillows, had no towels or toiletries except for 1 little bar of soap. The TV didn't work. When letting the manager know of each problem they were fixed but i got a little tired of running backwards and forwards to the office to complain of yet another problem especially as it was freezing outside! And the phone didn't work so i couldn't just ring the office to let them know. The staff at breakfast (who arrived after everyone was eating) was rude and blamed all the restaurant guests for not knowing what was happening with food and cutlery. We felt like we were imposing and were almost to scared to go back the next morning. The room was lovely and warm except in the bedroom with the window that the latch was broken on. This is a very old and tired facility that needs lots of renovation to make it nice again. And to top it off we were charged twice for our stay. I would most definitely not recommend this place, or stay there again.
Stayed 2 nights in Jul 2017
Response from Greg on 4 Aug 2017
I am sure you appreciate the name you provided on check in was different to the name on the booking, so it was difficult for us to know that, there was plenty of soap in the bathroom, there were 5 in the room, we do look forward to seeing you again in the future

4/10 Poor

Law, auckland

Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
Ok for budget travellers
Bit disappointed with the overall service. Lights etc. didn't work properly. Room was too cold with no additional heaters. This would be just ok for budget travellers looking to stay over for a night.
Stayed 1 night in Jul 2017
Response from greg on 1 Aug 2017
Thank you for your feedback, but the rooms are very warm as we have radiators in all rooms

4/10 Poor

Verified traveller

Disliked: Property conditions & facilities
The whole place needs updating, some things didn't work, continental breakfast was a shambles, just a small table with a bowl of rices and weetbix and sour yoghurt! Wasn't a pleasant stay but cheap I guess.
Stayed 1 night in Jul 2017
Response from Greg on 30 Jul 2017
Thank you for your feedback

8/10 Good

Raj, NP

Liked: Cleanliness, staff & service, room comfort
Warm and comfortable stay
Resort staff were really nice and friendly. For some reason they did not get the booking from Expedia and they were fully booked but they managed to accommodate us at the end. Rooms were quite warm and the beds were comfortable as well. Location of the resort is also good. Hotel needs a makeover since decoration and appliances looked quite old and microwave did not work for us but they managed to give another one to us.
Stayed 1 night in Jul 2017
Response from greg on 26 Jul 2017
Thank you for your feedback

2/10 Terrible

dissatisfied , Hawkes Bay

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Awful motel we left and stayed at the Ibis
Terrible motel, photos must be from YEARS ago because the rooms were definitely not like the photos! We left and stayed at the Ibis.
Stayed 2 nights in Jul 2017
Response from Greg on 25 Jul 2017
We must disagree with you the photos were taken 3 months ago, we do look forward to seeing you again

2/10 Terrible

Verified traveller

Disliked: Cleanliness, property conditions & facilities, room comfort
Nice staff very accommodating and kind but the motel was very run down, old as just about to have a make over. Sadly the pool and spa were not working which was very disappointing
Stayed 1 night in Jul 2017
Response from greg on 25 Jul 2017
We are sorry you did not enjoy your stay, the pool is nice and warm

4/10 Poor

meshel, taranaki

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Not sure!!!
Room electrical outlet was falling of the wall in our room.. needed more blankets as it was winter.. and there was not spear blankets in the closet. Pool was cold and slightly scummy, also was not full to the top, some of the bricks on the edge of the pool were lose. The front desk was not very accommodating. Parts of the building were falling to bits. Taps in the bathroom were starting to look a bit old. The mini putt was run down. The gym or spas were not in use along the the very sad bbq area. The whole hotel needs a complete update!!!! THE ONLY REALLY GOOD POSITIVE WAS THAT THE CLEANING STAFF WERE FRIENDLY AND DID WHAT THE COULD.
Stayed 2 nights in Jul 2017
Response from Greg on 19 Jul 2017
Thank you for your feedback, the bbq tables are new , we do not actually advertise a gym or spa, please check our listing and you will see these facilities are not advertised, We thank you for your feedback

4/10 Poor

Gill, Auckland

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very disappointing
We booked this place becaus of the pool and it wasn't working. Was in terrible condition compared to the photos. We got a good deal but didn't expect it to be this terrible. The internet didn't work. The only thing that was okay was that it was warm.
Stayed 1 night in Jul 2017
Response from Greg on 18 Jul 2017
the rooms are very warm, the internet does work, but you do need to get a voucher from the reception, the outdoor pool is heating

8/10 Good

Verified traveller

Liked: Staff & service, room comfort
Silver oaks resort stay
Stay was pleasant. A few minor things let our rating down. The phone in our room did not work, the tv was fuzzy, the wifi was terrible and the gym was not open. In saying that our room was big, comfortable and warm. The playground and mini golf were great for our little family. The location was perfect too. It was affordable and the staff were accomodating. A bit of work would help make this place amazing. Thanks silver oaks.
Stayed 2 nights in Jul 2017
Response from Greg on 18 Jul 2017
Thank you for your feedback, and for letting us know the issue you had with your TV, we will get this fixed

6/10 Okay

silver oaks, rotorua

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Average at it finest
Staff where friendly and nice, although they gave me the wrong room key to someone's room that was occupied they sorted it out. The room was average overall , the heater barely worked so it was very cold in there during winter. The bathroom had mould growing on the roof due to the fan not working to be able to get rid of the moisture in the air. The toilet leaked water too out of the vacating pipe after flushing each time. Other than all that average.
Stayed 2 nights in Jul 2017
Response from greg on 18 Jul 2017
Thank you for your feedback, and for letting us know the issue you experienced, we will work hard to resolve this issue, we look forward to seeing you again

4/10 Poor

Verified traveller

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
No frill accommodation
Spacious room for 2 adults and four children with no extra bells and whistles. Low cost accommodation with breakfast. You get what you paid for, cheapest accommodation in Rotorua at the time. Could be a nice motel if done up.
Stayed 1 night in Jul 2017
Response from greg on 16 Jul 2017
we are currently upgrading the property and we look forward to seeing you again

2/10 Terrible

Debbie, New Zealand

Disliked: Cleanliness, property conditions & facilities, room comfort
Terrible place to stay.
Very run down. No tv in room on arrival told it was getting tuned! Had to go and ask for it again. Free breakfast every day, went to go and nothing there, went back to room to cook toast for kids and fuse blew. Not vacuumed in 3 days, floor wet in kitchen, bed not made, swimming pool and spa not working, tiles missing in bathroom and the list goes on......
Stayed 3 nights in Jul 2017
Response from Greg on 16 Jul 2017
We are sorry you did not have a good experience, thank you for letting us know the issues you experienced, and we will work hard to resolve these issues

4/10 Poor

Verified traveller

Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
Hotel staff friendly & helpful but rooms need some TLC. Peeling mouldy wallpaper in bathroom and toilet.
Stayed 1 night in Jul 2017
Response from Greg on 15 Jul 2017
Thank you for your feedback, we will work hard to resolve the issue you experienced, thank you for letting us know

6/10 Okay

Sarah, Auckland

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Good for the rate we got it for but so needs an up
Arrived late didn't have enough blankets for us all lucky we had our own. Short of a towel and had to wait till morning to get it. Appreciated late check out though
Stayed 1 night in Jun 2017
Response from Greg on 9 Jul 2017
Thank you for your feedback, that you for letting us know the issue you experienced, and we will hard to resolve this

4/10 Poor

Verified traveller

Disliked: Staff & service, property conditions & facilities
Disappointing motel
Unfortunately when we stayed at the Silver Oaks what was advertised was not what you got. The pool wasn't working, the spa pools were closed for maintenance, the mini golf course was very slippery with grime and mud (Slippery and dangerous) and we were provided with 2 chipping irons instead of putters. The tennis court was covered in grime and mud. Our room was warm but the kitchen cabinets had suffered water damage in the past so several of them didn't close. I was pleased to see on the sign that it was planning on getting a makeover. I hope it has some much needed maintenance in the upcoming few weeks.
Stayed 2 nights in Jul 2017
Response from Greg on 9 Jul 2017
Thank you for your feedback, we do hope you enjoyed the complimentary passes to the Polynesian baths we provided to you. We are pleased you noticed we are in the process of makeover of the property, we look forward to seeing yuo again in the future

2/10 Terrible

Richard, Wellington

Disliked: Cleanliness, property conditions & facilities, room comfort
Stay at your own risk. Photo's were deceiving.
The young Maori receptionist was very friendly and helpful. Everything else went down hill in a hurry from there. STAY AT YOUR OWN RISK.
Stayed 1 night in Jun 2017
Response from greg on 4 Jul 2017
We are sorry you did not enjoy your stay, we hope to welcome you back in the future

8/10 Good

Nat, NZ

Liked: Staff & service, room comfort
Quaint facilities quiet yet close to amenities
Quaint facilities quiet yet close to amenities, family rooms
Stayed 2 nights in Jun 2017
Response from Greg on 27 Jun 2017
Thank you for your feedback

8/10 Good

L.S, NZ

Liked: Cleanliness, staff & service, room comfort
Nice but abit run down in parts.
Needs a good makeover, very old fashioned and also alittle run down in places. The one staff member we met at reception was lovely.
Stayed 1 night in Jun 2017
Response from Greg on 26 Jun 2017
Thank you for your feedback, we are currently carrying out a makeover of the property

4/10 Poor

Verified traveller

Disliked: Cleanliness, property conditions & facilities, room comfort
Very Disappointing
In all my years of booking accommodation this has been the worst. I booked this place last year due to attending the Maori All Blacks vs Lions test. This place was understaffed and rooms were not ready upon arrival at 2pm. Many people were waiting to book in and couldn't. We were given an upgrade due to the inconvenience but the room was horrible. It smelt damp, the carpet was dirty. The couch was a pull out bed, but was broken, so when you sat on it you were sitting lopsided. It had mould and cop webs on the windowsills and you couldn't shut the windows in the lounge or bedroom due to not having any handles on them. The bathroom had tiles missing of the wall. The jet bath needed a good clean. You couldn't turn the basin tap fully off so it dripped all night. Not a nice experience.
Stayed 1 night in Jun 2017
Response from Greg on 25 Jun 2017
Thank you for your feedback, we are sorry you did not have a good experience, and we will work hard to resolve the issues you experienced

4/10 Poor

Verified traveller

Liked: Room comfort
Disliked: Cleanliness, property conditions & facilities
2 star
Outside room light wasn't turned on till early hours in the morning. Called for light change because most lights weren't working in the room but told the reception not to bother I'd deal with it. On the single bed there were crumb like pieces on top of blanket but sheets seemed cleaned on both the single and queen bed. The queen blanket did have a few little stains so im unsure wether that blanket had been cleaned or reused. PowerPoint next to bed wasn't working. Fan in toilet was really noisy. Car park space was right next to the rubbish bin which smelt. Wi-Fi was extra that was ok, but paid 10 dollars for 2 4 hour coupons = 8 hours (not enough and not knowing it was only for 8 hours till I had already paid). Could be better.
Stayed 1 night in May 2017
Response from Greg on 3 Jun 2017
Thank you for your feedback. We do have security lights that do remain on over night. As you booked a very hot saver deal, the wifi was not included. the linen is very clean and pressed

6/10 Okay

Pam, Manawatu

Liked: Staff & service
Room is a little bit run down.
For the price it was great, just needs a little bit of work done, but it was lovely and clean.
Response from Greg on 23 May 2017
Thank you the rooms are very clean, we are currently carrying out a makeover program, and the results are looking great

4/10 Poor

Julken, New Zealand

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Undergoing Maintenance / no hot pool or spa pools
We were given a unit which was disgusting. Everything worn out and rotten. No spa pool. We asked to get our money back to go somewhere else. Told we couldn't but we could be moved to a renovated room and also were given complimentary tickets to local hot pools. We certainly appreciated this. The upgraded room was 100 percent better but still needing maintenance such as shower, curtain tracks, fridge leaking on floor.
Response from Greg on 23 May 2017
Thank you for your feedback, and we are pleased you appreciated the newly refurbished room, and the tickets to the Polynesian Spa we provided you. You will be pleased to know the pool is now heated, the new thermal bore pump is operational, and the pool is heating again

6/10 Okay

sarah, hamilton

Liked: Cleanliness, staff & service, room comfort
Nice close to town
Nice tidy a few things not working but staff was helpful plenty of room fir my husband and i and our 5 kids.
Response from Greg on 18 May 2017
Thank you for your feedback

2/10 Terrible

Verified traveller

Disliked: Property conditions & facilities, room comfort
Hotel with little comfort in poor condition
Firstly, the room has very poor heating. only a water filled radiator. We had to ask for fan heaters to get warm. No electric blankets are on the beds either. All the furniture and fittings in the room are falling apart. Drawers don't open, broken light switches and door handles. I book a "Spa room" this was outside the room and had obviously not been used for years. The unit was dirty and cracked along the botton, filthy dirty. The Silveroaks advertises a heated pool...does not exist. The staff were friendly and helpful, but the over all condition of this "resort" is dreadful and I would never recommend it to anyone.
Response from Greg on 8 May 2017
Thank you for your feedback, we are currently installing a new heating system for the spa pools, and the spa pool rooms are off line until the system is installed, so you would not have been able to book a spa room. The rooms have radiators that are thermally heated and the rooms are very warm, we have never needed electric blankets as the rooms are very warm

6/10 Okay

Verified traveller

Disliked: Cleanliness, property conditions & facilities, room comfort
Hotel is tired so many light bulbs not working as well as a lamp Bed was basis and hard
Response from Greg on 6 May 2017
Thank you for your email, we do check the light bulbs daily and will check as to why your light bulbs were not going, thank you for letting us know

4/10 Poor

S, NSW Australia

Disliked: Property conditions & facilities, room comfort
Cheap hotel close to Rotorua
This hotel was cheap, but we quickly saw why. All interior furniture and outfit was old and neglected. Wify was an additional charge. Would not go there again.
Response from Greg on 2 May 2017
The package you purchased did not include wifi, there were deals available with wifi

4/10 Poor

Verified traveller

Disliked: Cleanliness, property conditions & facilities, room comfort
Good location however,
We were so excited about this trip because it has been a long time since our family travel together. I was carefully checked the hotel facilities for my liking however it did not come exactly they advertised. We were so disappointed especially my son.
Response from Greg on 2 May 2017
Thank you for your feedback, all the facilities advertised are available

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
clean but a bit dated on spa only out door pool which would be fine in summer
Response from Greg on 2 May 2017
Thank you for your feedback

6/10 Okay

Max, Noosa Qld

Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
Average budget motel.
Location was concenient to attractions. Motel is in need of some maintenance with a broken light fitting in the spa room, sliding door into the spa room not sliding properly in thr track, entry foor to the unit sticking and difficult to open, areas near the reception and the pool where the pavers had lifted and they were left in a heap for people to navigate around, no compendium of guest services provided, no air conditioning or celing fan installed, breakfast selection overpriced for canned fruit, not fresh fruit, selection of only two cereals, cordial not fruit juice provided, breads not covered, no yoghurt provided, and only two jams provided with the breakfast costing $15 per person. A very modest budget motel probably worth only a 2 star rating.
Response from Greg on 2 May 2017
Thank you for your feedback, we are currently replacing underground pipes, we have one more to replace and then we will re lay the cobblestones, there are just two areas that we have lifted the cobblestones, the areas are clearly marked for satefy.

6/10 Okay

Verified traveller

Good 3 nights
A pleasant short stay with basic necessities. Quiet, reasonable priced and staff always around to help make your stay comfortable.
Response from Greg on 30 Apr 2017
Thank you for your feedback

8/10 Good

Clay, Perth

Liked: Cleanliness, staff & service, room comfort
Good hotel close to all relevant shops
Great staff who acted quickly to issues. Unfortunately we hired room with spa which wasnt working but got given wifi but couldnt get good wifi in the room. A few minor up keep to rooms would make this 5 out of 5 easily. Otherwise would stay again.
Response from Greg on 29 Apr 2017
Thank you for your feedback, we look forward to seeing you again

4/10 Poor

Charly, Auckland

Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
Good for a Cheap, Short Stay
I have stayed at this hotel many times, and it seems that over the years this "resort" has not been very well looked after. There are holes in the walls, along with mouldy taps and broken toilet seats. Bedroom light broken with sellotape wrapped around it for insulation. The overall state of the room is OK if it's just for a short while. The resort is said to have a tennis court, along with a heated pool, mini golf course and in some rooms, spas. However, the tennis court is completely unusable, with the net draped along the astroturf, which, is ripped and covered in leaves and rubbish. The pool was not heated, and it hasn't been for quite a while. The mini golf course is usable, but needs updated and needs actual putters to play with. Though we did not use the rooms spa pool, it didn't look pleasant; dirty and very worn. Paved areas are uneven with sunken spots - all needs re-doing. The staff were playing loud music and were smoking outside our room. However, they were very friendly and helpful.
Response from Greg on 28 Apr 2017
Thank you for your feedback, we are currently giving the property a makeover, we do not actually have or advertise a tennis court, this is on the adjoining property, and will be developed into townhouses at some point in time.

6/10 Okay

Holiday maker, Auckland & Asia

Liked: Cleanliness, room comfort
Comfortable hotel
Happly to be here again., and this time we were in a larger 1 bedroom unit. It was clean, comfortable and had everything we needed, except no Sky TV in our unit. This hotel has so much potential, the mini golf, heated pool & restaurant are under utilized.
Response from Greg on 15 Apr 2017
Thank you for your feedback, we appreciate your feedback, we are currently working on a makeover of the property, and will be adding additional services over the next few months, thank you

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hotel from H
We didn't even stay after we walked in the room after check-in but were still charged for two nights. The hotel was not only filthy with furniture literally falling apart but had a severe case of cockroaches. Absolutely my worst experience ever in a hotel and I have never made a complaint on Expedia in all my travels. I told Expedia they should not book this place anymore as it can impact them negatively. We found out later that this hotel was in the local newspaper for problems. The other hotels feel it reflects badly on their area...they are right!
Response from greg on 13 Apr 2017
we are unable to find any reference to a reservation. We must disagree with you the furniture is in good condition and we do not have any pest issues. We do spray the exterior on a regular basis. The motel is currently being refurbished and the new rooms are very impressive

8/10 Good

c . bennett, hawkes bay. nz

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Child friendly
Overall was well worth the money my son loved it staff were friendly will be returning fortnightly, i understand parts of motel are being rennovated excited to see finished product
kitchenette
minigolf
pool
Response from Greg on 9 Apr 2017
Thank you for your feedback, we look forward to seeing you again, once again thank you

8/10 Good

MatureTraveller, R

Liked: Cleanliness, staff & service, room comfort
Nice comfortable hotel in central location.
Comfortable older style motel. Needs little TLC i.e. cupboard hinge needed fixing and spa pool in room wasn't working. However all the fixings were there and good room to relax in with great little TV. Wi-fi needs updating to receive in rooms - management needs to attend to this before charging $10 per day as had to go to reception area to use.
Response from Greg on 7 Apr 2017
Thank you for your feedback , we are currently updating the wifi to provide an improved coverage, we look forward to seeing you again

2/10 Terrible

Russ , New Plymouth NZ

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Joke of a Motel
The whole room needs completely stripping out and a total redo. there was light fitting in a dangerous condition, holes in the walls, dirty fittings in the bathroom, dirty walls in the bedroom.very dated fittings in the restaurant, no restaurant dinner, very uneven driveway which was dangerous to walk on. broken outside light fittings. Breakfast restaurant run by one chef no staff. unable to see test room on arrival at 1pm in the day , excuse was no rooms had been cleaned by then??
Response from Greg on 5 Apr 2017
Dear Russ we are sorry you did not enjoy your stay, We have just re opened the restaurant for breakfast and the chef has just started, he have hired a waitress and she is starting in a week. Our check in time is 2pm, your room was not ready prior to the check in time. Our restaurant is not open for dinner, but if you look at the listing on wotif it clearly states we are only open for breakfast. We agree the cobblestones are uneven, we have been replacing under ground pipes, and have one more to replace, then we will replay the cobblestones where necessary, we are carrying out a makeover of the motel, but we are under half way, we do hope we can accommodate you again in the future

2/10 Terrible

Jak, NZ

Liked: Room comfort
Disliked: Staff & service, property conditions & facilities
Birthday weekend ruined
I paid for a room with a hot tub and got a room with a cold tub. "Oh sorry" is all they said, "someone should of told you when you arrived". If I had known this I wouldn't of stayed. The only reason I go to Rotorua is because of the hot water, it was my daughters birthday weekend and she wanted to do is go for a hot swim. No one offered a discount because of this or a refund. So disappointed!! Will never ever return.
Response from Greg on 3 Apr 2017
Thank you for your feedback, as we explained in your previous feedback, we wre not aware of this issue, and would happily have moved you to an alternative room, we thank you for bring this to our attention and we will work hard to resolve this issue, we hope you will stay with us again in the future

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good location close to city
Clean and tidy with a practical room for our requirements
Response from Greg on 2 Apr 2017
Thank you for your feedback, we look forward to seeing you again

6/10 Okay

Pam, North Island NZ

Liked: Staff & service
Disliked: Property conditions & facilities
A convenient place for a one night stopover
A few mishaps in the room but got sorted...eg...a lamp that didn't work with a note on it saying that...why didn't they just remove it...telephone not working....no microwave... We're told that the room was in process of a makeover cos sulphur had damaged things..
Response from Greg on 27 Mar 2017
Thank you for your feedback, we are currently upgrading the Hotel, and thank you for letting us know of the issues you experienced, we will work hard to resolve these issues

2/10 Terrible

Verified traveller

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
The spas in rooms and outdoor 'hot' water pool was having thermal issues so it was cold, the SKY & stove didn't work properly, tennis court in shambles, kids play ground was missing the swings and trampoline they used to have - the fort was unsafe. We used to stay here every year a couple times a year but hadn't been to Rotorua in awhile so wanted to plan a trip with the kids to a place where we had some great memories but sadly it has really gone down hill. We won't be back again.
Response from Greg on 10 Mar 2017
Dear Guest we are sorry you did not enjoy your stay, we are currently carrying out a makeover of the property. I am guessing you must have stayed 10 years ago as that was when we removed the trampoline for safety reasons as it did not have sides, the tennis court is no longer part of the property and is not advertised with the property, it will at some stage be developed into apartments, we do hope we can accommodate you again in the future

8/10 Good

S n R, Auckland

Liked: Staff & service
will rebook again
Nice, tidy hotel with lovely staff that were super helpful and accomodating... Our family enjoyed our stay...
Response from Greg on 8 Mar 2017
Thank you for your feedback, and great to hear your family had a great stay, we look forward to welcoming you back again. We are working hard to upgrade and improve the property, so appreciate your comments

2/10 Terrible

Emee, Rotorua

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Never going back again.
Looks good outside but the inside is disappointing. I killed 2 cockroaches because my daughter wouldn't sleep until it's gone. It's hot inside no ventilation. I asked for a fan the staff said it's cool outside and I said unfortunately I'm not sleeping outside. He gave me a fan heater which doesn't do anything because it's a heater. Will not go back again.
Response from Greg on 6 Mar 2017
Thank you for your feedback, we are sorry you did not have a good experience and we will work hard to fix the issues you experienced, we do not have air conditioning but we do have fans available, we do spray the outside boundary every 3 months to prevent any insect issue, and will follow up on this, thank you for letting us know

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, room comfort
Good stay - good price
Stayed in a renovated room. This is our 4th or 5th stay at this hotel. Room has been painted and new drapes & carpets. Kitchen in good order. Everything working in bathroom and new looking RCD for hair drier etc. Looked like new beds, but same sofa. Tv and remote was all working fine. Need to fix exposed wire in 2nd room in room the room. I didn't see it until the morning. Iron and ironing board provided - all good there. Kids used pool and reported all ok. Had the continental breakfast at the other hotel down the road. Basic but fine considering the price. Again linen replaced by freshly laundered - never a problem there. Overall on their way up. Just a little more attention to detail (loose wiring in that bedroom) - and puiing a few door stoppers so people don't damage the wall by opening the door too far and damaging the wall will see more business coming your way. Rooms were clean as usual.
Response from Greg on 6 Mar 2017
Thank you for your positive review, we really appreciate your comments and great that you are happy with the improvements that we are making, and are working hard to give the property a full make over, we agree there are a few details we have missed and we will go back and fix these issues, we do look forward to seeing you again. We have almost finished the breakfast room, it has also had a makeover, and we will reopen it shortly.

2/10 Terrible

AF

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Don't stay!
Waited at reception for 10mins plus before being acknowledged, disgruntled guests ++, toommstuff ups galore, mouldy carpet, bedding stained and looking like it has been used for the past 20 years. Without a doubt the worst accommodation the whole trip. Needs a serious overhaul and revamp
Response from Silveroaks Resort Heritage on 1 Mar 2017
Thank you for your comments. We are sorry you did not have a good experience. We will work hard to fix the issues raised. Thank you for bringing this to our attention.