We spent one night at the Northolme Resort and were very disappointed after all the hype about the place.
Like one of the other reviewers we arrived early, but we had just spent 7 nights on Labriz who had been in contact with Northolme regarding our transfer so they knew that we would be arriving from their sister resort earlier than the 2pm check in time, bearing in mind also that many of the flights into the Seychelles land early morning an early guest is not a rare event but a regular one I would have thought? At this point in the review I will mention that we are loyal Hilton customers, we like Hilton, their quality of staff, accomodation, food and general hospitality is on the whole very good and in many cases excellent, in fact we like them so much we are HiIton Diamond VIP Status holders, we did not mention this ourselves but the reception staff would have been able to see this from our booking; however, we were treated not as loyal Hilton customers but as 2 people who had just turned up at the gate expecting a room for the night!
On our arrival the staff did not seem overly competent at check in, with 3 of them attempting to view our booking and having great fun chatting amongst themselves as if we weren't there! Despite a number of emails between us and the resort prior to our stay they seemed to have no idea of our requirement for a very early morning taxi to the airport the following morning or our restaurant booking for that evening, so we went through all the details again with them hoping that this time the necessary reservations were made!
We were told that our room was not ready, fair enough check-in is 2pm but we were told that we could make use of all the facilities..... how with no where to change, and our cases being held at reception ready for our room etc?? We were then shown through to "The Library" and just left, we asked if we could make use of the free wi-fi service but were told that was not possible as we had no room to verify our details to, but they knew which room we were going to be put in as it wasn't ready for our occupation so surely this small problem could have been solved given that we had a 4 and a half hour wait for our room to be cleaned? There was also no offer of drinks, food or any thing else. We were eventually approached at 2:30pm to be told our room was ready having been there since 10 am.
To be fair the room itself was very clean with all the amenities you would expect from a resort of this level, however the outside balcony was dirty, the side blinds providing privacy from the other rooms was tatty and broken and the view over the balcony was of scruffy, unkept undergrowth obviously a forgotten area as the rest of the grounds were beautiful.
And so to dinner!!!! We arrived at the restaurant, who did not appear to have our reservation they began to question when the booking was made, was it confirmed etc. just at that point the chef appeared from the kitchen as we were explaining that we always book ahead because I am allergic to shellfish, the Chef overheard this and said "Don't worry I know all about it, I have made sure there are items from the menu that are suitable for you" he confirmed that he had been given notice of our booking over 7 days prior to our visit so how come the restaurant and the reception had no knowledge of it??
The Chef was true to his word, in the end he made all my menu choices for me which I was more than happy with in fact the food was superb. The service from the waiting staff, once we had been seated, was excellent.
The lack of communication and organisation appears to be a management issue and not what I would have expected from a resort of this calibre.
Would I return? No! Northolme in my opinion is not value for money even in the environment of the Seychelles.
Room Tip: Don't stay at Northolme go instead to Hilton's sister Resort in the Seychelles on Silhoutte...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
26 January 2012
Dear Guest,
Thank you very much for choosing to stay at the Hilton Seychelles Northolme Resort & Spa and for taking the time to share your comments on Trip Advisor.com. We greatly appreciate any comments made by our guests and constantly strive to achieve the highest quality standards.
We were very pleased to read that you were satisfied with the professionalism and friendliness of the Restaurant staff at dinner.
We have well noticed your experience concerning the fishing trip and please accept our sincere apologies for all the inconvenience caused. As the fishing company is a third party the hotel is not liable for the behaviour or attitude, however we are pleased to advise you that we have stopped working with this company and your valuable feedback has been greatly appreciated.
Once again I would like to take this opportunity to thank you for taking the time to share your experience with us and rest assured that all your feedback is shared and discussed with my team to further improve on our services and facilities.
I look forward to welcoming you back to our small paradise.
Yours Sincerely,
Marc O. Schumacher
General Manager
Hilton Seychelles Northolme Resort & Spa
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC