Joshua, we strive for the highest levels of customer service at The SVH, and as established in our reply to your Google review, the CCTV footage and audio shows that you were needlessly extremely rude and nasty to our team member at check-in. Your recollection of those events couldn’t be any further from the truth of how it actually played out. The CCTV footage and audio then shows that, in your own words to your partner, you “nearly rolled your ankle” by the pool. The CCTV then shows you running about the property, up and down the stairs, during the rest of your stay i.e. clearly no actual injury was sustained. We have unreservedly apologised that there was an area of decking hidden under astroturf that required maintenance. As soon as you brought it to our attention, we started the process of replacing it. But “nearly” injuring yourself is no justification for attempting to ruin our reputation via these reviews. For the record, you broke multiple of our policies during your stay but as a gesture of goodwill from us, you incurred none of the additional fees you should have. You arrived after hours without making prior arrangements; you slept 4 people in a room that is only meant for 2 people (note that we have family apartments at an increased price for groups of 3-4 people); and you also checked out well past our check-out time, which caused issues for our housekeeping team.

Thanks Mark. A very fair review. As a 3.5 star hotel, we never claim to be anything flash. We do however offer the best location in Swan Valley (the only hotel you can walk to nearby attractions). All our rooms, along with the entire property, have just been renovated. And we offer a lovely outdoor heated plunge pool for guests to enjoy. Oh, and our newly renovated wellness centre (including gym and sauna) will soon be opening.

Thanks for the kind words, Robyn.

Thanks for the kind words and 5/5 review, Robyn. Reviews like these make our day.

Hi Petra. We're glad to hear you thought the location and ease of parking were great. As per our email to you after your stay, we forwarded you a copy of the original email with lockbox details that was sent 24hrs before your arrival. Perhaps it went to your spam folder. RE the pool, pragmatically speaking, we are not a 5-star hotel with a dedicated team of 30+ maintenance staff who can maintain every pocket of the property to pristine standards 24/7 in what is regularly harsh windy conditions, and that is reflected in the price you paid. You’d need to treble your budget if that’s your expectations.

Thank-you for the positive feedback on the room, Michael.We are somewhat confused and disappointed by the unfair accusation of "false advertising" and the resultant lower star rating.We don't advertise spas as a feature of our rooms anywhere. We also don't advertise that we have a hotel restaurant. So we don't understand why you were expecting either.

Thank-you for the positive feedback on the room, AlessandroWe are somewhat confused by your disappointment with the spa not working, and restaurant and gym being closed though. We don't advertise any of those things.There is a new deli and pizzeria in the early stages of opening next door which we are all excited about. And we are indeed renovating our gym, but will only advertise it as an amenity when it's ready.

We are very sorry that you were not happy with your stay, despite us bending over backwards to appease you, including a free upgrade valued at over 400. Problem 1: your booking via Wot-If somehow undercharged you by 98 per night. We had to request you pay the proper amount for your stay, and this upset you, perhaps understandably.Problem 2: you knowingly booked a Deluxe Suite which has the description of “30sq/m room with king sized bed plus a double sofa bed”. You got exactly what you paid for, but clearly this was not suitable for a couple, grandmother and a 9yr old child to share for 4 nights. That is not our fault and it’s unfair to accuse of giving you a “small room”, as if you paid for more.We have family apartments, which are twice the size and cost, that have full kitchen facilities. This is what you should have booked for a family for 4 nights. And this is what you were given a free upgrade to, to resolve your constant complaining. You caused problems for multiple members of our staff and your attitude was atrocious.Problem 3: you broke our air-con unit by ignoring the instructions and setting it to 16 degrees, causing it to freeze up, and therefore burnout the motor. You then refused to accept that we couldn’t magic up an instant solution and that a 24hr wait for a technician was unacceptable. After much complaining, and refusal to leave the hotel with a full refund (which we would have strongly preferred), we gave you a free upgrade to the family apartment that you should have paid for in the first instance. Problem 4: you ripped the leather of our near brand new sofa bed in the suite, hence we deducted the entire 250 room bond to contribute towards the cost of the repair. We will still be out of pocket on this one after the 250.Problem 5: you are misinterpreting and twisting conversations with our Maintenance Manager to suit your agenda. It was nothing like the one you’ve written on Google. Probably not helped by the fact that English is clearly not your first language. What he told you was that we’ve just spent over 25,000 in the last 2 weeks getting every single one of our air-con units serviced, repaired and/or replaced in time for the summer. In other words, we knew perfectly well that there was nothing wrong with that air-con unit prior to your misuse of it. In conclusion, you were checked into the exact room that you booked and charged the appropriate amount for it. You were clearly not happy that the room was demonstrably not appropriate for your family, then used the issue with the air-con (that you caused) as an excuse to kick up a fuss to do everything in your power to get an upgrade to another room and to distract from the damage you did to the room. Separately, we charged an additional 250 to cover the repair of the sofa bed you damaged, but we did not charge the extra 2000 for the replacement of the air-con unit you broke, that we installed the next day. We take customer service very seriously a

Jarred, we are very sorry that there was an issue with your booking. I can assure you that our entire team, management included, are 100% committed to providing the very best customer service we can.Unfortunately, there was an issue with your request for 5x twin beds that meant it was not processed properly between Wot-if, Siteminder, and our property management system. This meant that you were all assigned to Standard King rooms in our system.There are only a limited number of rooms that can be converted to Twins at The Swan Valley Hotel, therefore bookings for twin beds are subject to availability and approval, plus extra costs, and are not confirmed until we acknowledge, approve and charge for the request as we must arrange it in advance with housekeeping.You arrived on a busy Friday afternoon, when our housekeeping team had already left for the day and moreover, we were at 100% occupancy and therefore had no opportunity to swap your rooms to those that had the option of a twin bed.We would be more than happy to discuss this matter with you further in person. And in the meantime, we are working with the technology providers to resolve this issue as a matter of urgency to prevent a repeat of this.

Carole, despite your ill-informed and unfair feedback, we are sorry you were not entirely satisfied with your experience. The fact is that you showed up mid-morning to check-in when our check-in times are advertised as “from 2pm”. We offered you the option of an early check-in for an additional fee, and you refused. You then came back 15 minutes prior to the check-in time, when your room was still not quite ready. We then did our best to get you into the room as soon as possible, which was a little after 14.15 - a very acceptable time to check a guest in.For the record, you stayed for 2 nights so did not qualify for a room service - that happens on the 3rd day of stay. By your own admission to our Head Housekeeper, you do not wash your own towels and bedsheets at home every single night, so we are unsure why you would threaten to report us to the health department for not doing that at our hotel?Having reviewed the CCTV footage of your reception interactions, we are very happy with how our staff professionally, patiently and politely handled themselves in very trying circumstances with a very demanding customer.

Janine, I can see from our system that you were booked into one of our accessibility rooms. The pictures on our website clearly show multiple towel rails in the bathroom - so we cannot fathom this feedback? It is very unfortunate that there was no soap in the room - we apologise for this oversight. However, given your room was the closest one in the entire hotel to the reception, it would have been a very easy fix if you’d have simply come back and asked for some soap during your stay - we would have been more than happy to help had we been afforded the opportunity.Ele (our lovely new Italian Guest Services Supervisor) is the bubbliest, friendliest and nicest person you would hope to be served by. Having reviewed the CCTV footage of your reception interaction, we are very happy with how she professionally, patiently and politely handled themselves during your check-in process.

Thank-you for your positive feedback, Natasha. We hope to see you back before long.

Debra, thank-you for the positive rating. Unfortunately, you arrived during the stormy weather, hence it’s not possible to keep the leaves clear at all times.We apologise for the lack of shower curtain. As part of our major renovation program, we made the decision to remove the old shower curtains and replace with brand new ones. Unfortunately, we were a little hasty in doing so and the delivery of the new curtains was delayed. We would have been happy to provide a bath mat, if asked.

Thank-you for your positive feedback, Terence. We hope to see you back before long.

Hi Belinda, thanks for your feedback. We're sad to hear we haven't met your expectations on your last stay with us. Swan Valley Oasis Resort has recently been taken over by new owners and we are working hard to provide a great experience for everyone. The Hotel will be undergoing substantial upgrades and renovations over the next few months and unfortunately this takes time. We would love for you to come back and see all of our amazing changing soon!

Thanks Andrew! We think our staff are pretty great too.

Hope to see you back again soon!

Hi Francis, Thank you for your review. We have passed your feedback onto our housekeeping team for review. We hope to see you again soon at the Swan Valley Oasis.

Hi Tricia, Thank you for your review. We hope to see you again soon at the Swan Valley Oasis.