Hepburn Spa Retreat

Very lovely and well set up room. Tranquill. Local complimentary products on arrival. Lovely surrounds.

Unfortunately this venue did not deliver. Cleanliness… ***** hairs in toilet area, kitchen tampon packet on floor, couch cover dirty from other people’s oils, bath not sanitised, personal products in bath (left over jars of facial mask and body scrub from previous users). Fireplace didn’t work, broken curtains and venetians. No real compendium, connections for AV didn’t work properly, overhead light fittings dirty. Support information focuses on what you can’t do! Not enough support by staff, you can’t get anyone after hours nor do they call you back, labyrinth of phone diversions not necessarily addressing your enquiry. Not customer focused especially for what you pay, I’m still waiting for information about my spa booking….which didn’t happen. No extra pillows, blankets, throw in disrepair. People parking in the wrong spots because of conflicting and poor signage. Welcome box not so enviromentaly conscious, dairy yoghurt event though we were encouraged to select an alternative milk supply. We are regular travelers, this venue over promised and under delivered. Truly disappointed! The saving grace was we were in unit 1 and didn’t have to hike up 3 flights of stairs, so earlier on during booking the access request was considered. We overlooked other venues thinking we were going to have an exceptional stay for both our anniversary and my husband’s birthday. Going to Bellinzona next weekend!

5 star hotel badly maintained From the exterior, the villa looks good and even upon entering seeing the private jacuzzi feels good but once we start staying there, we find the place very poorly maintained. The light at our living was not working, the workman came with his boots on and step all over the carpet and floor. The jacuzzi in our room has a hole on the side cover by a foam board! This is supposedly a 5 star hotel, it is quite unacceptable! There is no staff to ask if our stay was good or not, the whole place is just managed by a staff who is the spa. It is very disappointing.

Lovely staff. Quiet and warm.

Great location, good sized room with a kitchenette which is convenient. It wasn’t what we were expecting; I wouldn’t describe it as luxury. The place could use a few updates: there were stains on the couch, the fireplace didn’t work, the audio system wasn’t usable without a cable which wasn’t present. There were no amenities for the spa which was a shame as it’s a good way to entice people to buy more products - it could be for purchase, give people the option! The bath was difficult to get in and out of and needed a step in as the sides were so high. The blackout curtains aren’t full blackout and a lot of light streams through from the night lights outside and in the morning. If you stay in one of the ground floor villas, be aware that you can hear those at the top walking up and down. I wouldn’t stay here again at that cost, it just wasn’t value for money. Much like staying in an Airbnb but no extra little touches that make a stay memorable.

The price for the room should include access to pool shouldn't have to pay $58 each for an hour and half visit. Not many staff. Very loud neighbours thumping above us all night.