After checking into the hotel i went to make a cof...

After checking into the hotel i went to make a coffee for myself and my wife and felt something crawling on my leg... when i looked closely there was a line of ants across the floor from one end to the other and a couple of baby cockroaches on the room desk. I immediately called reception and told them about the problem and they moved us to another room.

After trekking across the resort, we settled into the new room but very quickly realised that we were not receiving the wifi signal and could not connect to the wifi anymore. In addition, the movies on demand that was suppose to be available was not working either so once again we called the front desk and they said they would look into the matter.

My wife and I decided to get dinner to give the staff time to sort the issue, so once we were done with our meal, we went to the front desk to get an update on the situation. We were met by the duty manager Bernadette who basically shrugged her shoulders and dismissed us and said that there is not much she can do about the our situation. She told us that the cleaners came to our previous room and found no issues and that WE would have to call the technical support team to sort out the wifi and movies on demand issue. The condescending tone in her voice was UTTERLY REDICULOUS and she treated us like we were the ones who had been causing a fuss over nothing. She also told us that because WE had moved rooms before that she will not be moving us again. We left the reception desk gob smacked at the poor level of customer service and still no closer to a resolution.

So to NOVOTEL SWAN VALLEY, i apologise for inconveniencing YOU today, i am very sorry that i expect a clean room that is insect free or to have the wifi and on demand facilities as advertised. I am sorry that i do not want to BE here anymore after being treated like second class citizen because of the miss management of this Resort. Unfortunately, I am not willing to leave at this time because we got here after 5pm and it is now 9pm and we have not yet unpacked a thing or had a shower or seen any of the other activities on the premisses. So unfortunately i have a pre-paid package deal purchased through the ACCOR group and if i leave i would be facing penalties of $150 so for that reason ALONE... i regrettably have to stay at your establishment with the WORST / RUDEST duty "management" team i have ever come across!

To anyone who read this review, THANK YOU for taking the time to read it because i would not be wasting my time with a LONG REVIEW like this if i didnt feel it ABSOLUTELY justified. People shouldn't be treated like this at a Resort because it leaves you with a BITTER taste!

30min later...

I was about to post this review but surprise suprise we are STILL ON THE PHONE and receiving flack from the staff on duty. So now i am LEAVING with or without my $150 and i HOPE that this review makes NOVOTEL SWAN VALLEY VINES RESORT lose 100X this amount and that the staff on duty today learn that what happened to my wife and i here today is NOT OK...

BYE FELICIA!!!