Sanctuary House Resort Motel

The accommodation provides comfortable, clean rooms with friendly staff and convenient location near attractions. Guests appreciate the reasonably priced, delicious breakfast and tranquil surroundings.

We have been coming to Sanctuary House for many years and have always had a wonderful stay. Unfortunately a year is a long time in the hospitality business and our experience this year was nothing short of terrible. Sam & Helen still own Sanctuary House but it is now managed by a family who, quite frankly, have no idea of what they're doing. We requested help in getting to the races and Bobby very generously offered to drive us there & pick us up. He also charged us $120 for the privilege ($40 per couple) and insisted on cash, which I assume went into his pocket. In previous years Sam has taken us in the courtesy bus which used to be there, and we paid at the end of our stay via card - no mention of cash. We had booked at the restaurant for dinner as always. Bobby asked us to put our order in prior to arriving so that we wouldn't have to wait long. Myself and another friend got our meals within a reasonable time, but the other 4 members of our party had to wait 45-50 mins. One friend had ordered calamari only to be told about 40 mins after arriving that they had run out. Then probably 10 minutes after she ordered a substitute, Bobby came out and said they had 'found' some calamari, 'try it and if you don't like it you can have something else'. This doesn't even touch on the comedy of errors that surrounded the rest of the meals. Four of us stayed for a 2nd night & what happened that day was just ridiculous. To be completely honest, Fawlty Towers will have nothing on this once beautiful motel if the current management continues. I hope Sam & Helen read these reviews because what I've mentioned here is just a snippet of what happened during our weekend. We unfortunately will not return unless something drastic changes.

Excellent hospitality, wonderful rooms, the food at the restaurant is sublime. So close to everything, it has everything you need and the staff could not he kinder and more willing to help. This has become a regular spot for me, and the memories created here will carry throughout generations, as I bring my family and friends too, who have also fallen in love with Healesville. Sam and Helen are the most wonderful hosts, and we now consider them friends.