My husband booked a surprise 2 night stay. We had one room for ourselves and our children 8 and 10years old. It was wonderful. Very spacious room, nicely furnished with beautiful fabrics etc...it was perhaps a little tired, but this did not bother me. In fact I far preferred the feel of this hotel to the more slick and smart sister hotel, Echo next door.

We had afternoon tea and dinner both nights at the hotel. Once we sat in the lounge area, and the following evening we sat in the restuarant. The only complaint I have is that the service was very, very slow, we needed to keep our sense of humour! My husband and I waited a long time for our main course (over an hour) and then when it did eventually arrive my husband's was wrong. We complained to the manager who immediatly replaced it with the correct item and deleted the cost of our wine from the bill to compensate us. My children loved the indoor swimming pool which we went to after breakfast each morning. They were able to splash about and make a noise whilst we enjoyed the weekend papers. I am looking forward to going there again, and would recommend it to anyone, young or old. The hotel has a sophisticated but relaxed feel to it.

We booked a weekend trip to Lilianfels following a strenuous time at work. With high expectations we had envisaged this to be luxury break out of the city that was to leave us recharged and relaxed, but we left feeling dissapointed.

Upon arriving we took a dining table in the lounge and waited to be acknowledged by the waiting staff, but it was obvious that the teams seemed to be out of touch and unresponsive. The following morning we were ignored by waiting staff during breakfast and following a 15 minute wait we approached the bar to place a simple coffee order, again in the evening we were once again left to chase staff around to place a drinks order.

Our room wasn't cleaned or towels replaced during our 2 night stay, the only prompt thing to happen was the express bill which was placed outside our door early morning before check out.

Darley's restaurant was the only part of our stay which we enjoyed, the service and quality of the food was outstanding and it was just a shame that this couldn't be matched with our experience in the hotel.

Overall, we were left bitterly disappointed by our stay and having previously worked at a 5 star resort in the uk my expectations were absolutely not met.

Our stay here was a disappointment and we left feeling overcharged for absolutely everything. The hotel itself and mostly cold staff (with the exception of the concierge and spa staff) present an image of accommodation that charges based on location but not quality. Reading some of the recent reviews, it seems we are not alone in our experience. As an ex-Orient express hotel, I now understand the decor a bit more (for reference, the Westcliff in Johannesburg is still in their group and has an updated style similar to this, but incredible service).

There were a few surprises on our bill that left a bitter taste on departure. Here are the key issues and the details of that bill to help you decide if this place is right for you:

1. In line with some of the other reviews, we found the accommodation somewhat dated and in need of a refresh
2. Staff were generally cold and disinterested, with the exception of the concierge and spa staff.
3. On arrival, and after 24hrs of flights, we wanted a massage. Had we checked online, we would have seen a package that includes 1x60min massage, but we did not check online. It was a surprising with two of us checking in, both wanting massages, asking for the rates (and doing the math), we were suggested a package, and quoted a rate for the package that only contained 1 massage (the part about 1 massage was not clearly explained at all). Doing the math on the spot, I concluded it was a deal and we signed up to it. For reference, it was not a deal, just a bundle. We also extended the massage by 30min each. The massage was terrific, but the package was not for 2 massages, and they were pricey (see below). This was the first surprise.
4. Breakfast is a stripped down buffet. The fruit was fresh and tasty, but choices in general were sparse compared to any other hotel I have stayed in with a 5 star rating. Poached eggs could be ordered, but if you wanted anything with them, it was an extra charge. Likewise, barebones coffee and tea available, but if you wanted a decent coffee (and in general Australia takes coffee pretty seriously), there’s an extra charge. $5.50, plus tip, for a latte. If the breakfast had been $25 (about the normal hotel rate anywhere in the world) then it would perhaps be understandable, but the cost was $40 each. That was the second surprise.
5. When we got the bill, we were a little shocked at the small cost overrun of some $200 above anticipated. There was also a little surprise with a $10.79 credit card surcharge. We would happily have paid with debit if we had been informed.
6. We went to discuss the shockingly large bill with the receptionist/checkout desk and found that they literally could not be bothered to do anything about it except deny that the package was anything other than what it was. Very much a “I don’t care” attitude. Clearly earned with the knowledge that people only come here once! It is a poor attitude. This was the trump card on a poor experience.

Accommodation + 1x60min massage + 2xbreakfast: AU$458
1 x Latte: $5.50
Food and beverage gratuity: $0.50
1x90min massage+30min additional treatment: $255
Credit card surcharge: $10.79

So a total for one night of $729.79

This is overpriced for what you get, and overpriced by most hotel standards.

We've had this on our list of "must stay sometime" places for many years, and finally had the opportunity to stay, albeit only for one night. We were not disappointed. The room was spacious and well appointed, the atmosphere was quiet and unhurried and the staff were professional and expedient - one of those places where you can't help but feel comfortable straight away. The only downside is that breakfast, while good, is not value for money. We're looking forward to finding another excuse to stay here before too long.