2 Marine Parade, Queenstown, Otago, New Zealand
"I am only first night into my stay here, and the service ranged from unprofessional to rude. After driving for 5 hours from Milford sound with our toddler, we were exhausted. It took us 3 tries to find the entrance to the hotel as there are no signage or a door man. Once we entered the foyer, the man at the front desk was on the phone and we stood there and watched him talk on the phone for 5 whole minutes while completely ignoring us. Not even a glance or a smile. A second staff member walked over and asked us what we were doing here, and we told him we were checking in, to which he replied, "speak to the man on the phone" and walked away. I was dumbfounded, we were holding our toddler the whole time, and weren't even offered a seat. Once he finally got off the phone, and another staff member came out to the car with us to take our luggage. He only took half of the luggage and just walked away. I struggled with the rest of the luggage for another 5 minutes before another staff member came out to help. Once we arrived in our room, which is a fine room. There was an introduction of a list of things we can't do in the hotel: they can't take the luggage into the room, we can't have early breakfast, we can't mingle with other guests. There was no explanation of how anything worked in the room. No explanation of the restaurants, or room service or any service. Didn't ask us if needed help with booking activities, or suggest any attractions. They simply dropped the bags off and left. There was a tiny platter of sweets for my daughters birthday, but upon further inspection, one of the pieces was already eaten. I appreciate the thought, but I've never been served half eaten food before. The window out to the water is beautiful, but it had a couple of very large oily handprints on it that clearly showed it wasn't cleaned properly. We ran in to multiple hotel staffs in the corridor with no greeting of any form or acknowledgement. Later in the evening we were walking out the door, your staff stood close to the door and once again had no attempt to greet or acknowledge us or even open the door for us. When I returned with hand a handful of bags, he looked up from his computer and just raised him eye brows at me, no greeting and certainly didn't even offer to help me, as I struggled upstairs with my bags. When I called in the evening to ask for milk, the reception staff didn't know who I was. I had to repeat my name 4 times over the phone. The first 5 hours of my stay ranks among some of the worst service I've ever experienced. The service cannot even compared with the Novotel next door let alone other luxury lodges such as Otahunga or Marlborough lodge where we recently visited. I have been looking forward to coming to Queenstown to celebrate my toddlers second birthday and have a relaxing time. Instead it was absolutely aggravating at every turn, it turned what was suppose to be a celebration to a horrib"
"We attended a private function in one of the gorgeously appointed rooms at the Eichardt where friends were staying. This hotel is in a different league. On all levels, it is vastly superior to any other I have experienced. Certainly, the price tag reflects this, but the personal touches, the staff demeanour and attentiveness, the feeling that they can't do enough to ensure your expectations are exceeded make the experience unique and unforgettable. There is nothing showy here. There is nothing that feels like a franchise or a hotel chain. Everything about this hotel, from the rooms, to the function we attended to the cosy bar and great restaurant is tasteful and unpretentious. If you are looking for a truly memorable experience, this is the place for you."
"Wonderful. Wonderful. Wonderful. The hotel is great location and just wonderful to stay in. My perspective is, I had just come from a subpar hotel so when I walked into Eichardt's I didn't want to leave. I wasn't there long enough to test out the service so I can't speak to that. Service for me = when I call concierge and request something, I don't want to call again 30 mins later or room service takes an unreasonable amount of time. Everything from the bed, to the pillows, the bathroom, the lounge - It really felt like a lovely snuggly place to be when its cold. I was treated to a viewing of the penthouse - if you can afford it, GET IT. Amazing views and wonderful luxury. This is a special hotel."