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27 Nov 2019 by Niel
Good afternoon and thank you for posting to this forum. It is unfortunate the post done so anonymously so I don’t have the opportunity to address personally. This is certainly disappointing to hear that we appear to have fallen so short of your expectations and for that I am sorry. Addressing directly: On the day of the 21st storms rolled through most of Melbourne taking out power extensively through North and North Eastern suburbs, many having power restored well after 9:30pm and others after midday on the 22nd. The impacts of these storms: Chateau Yering lost power, initially from 3pm through to 5:30pm, then again at 6pm until 7:30pm. Without knowing duration I called the closure of the restaurant service - justified on the safety of staff in a workplace without power. As you reference, we attended to compensation and offer in providing guests cold food platters, offering options to closest venues we knew to be open and having staff going to get pizzas (options understood to be reasonably practicable under the circumstance). At the same time, attending to trees fallen. One of issue fell across the main roadway into the property. This we worked to remove with chainsaw and tractor to ensure access by emergency services if required. That my priorities on the evening fell short on wider communication with all guests is something I regret and take learnings from. Again, whilst disappointed to hear you as our guests are not happy, I trust my decisions in managing the health, wellbeing and safety of our staff, guests and owner asset is accepted by you retrospectively. I do hope the opportunity presents to welcome you in again so you might experience our service delivery under everyday trading conditions. Sincerely Niel Mason
A winery is on site. There's a restaurant on site, as well as a coffee shop/cafe. WiFi is free in public spaces. An airport shuttle (available 24 hours) is available for a fee. A library, multilingual staff, and tour/ticket assistance are also featured at the luxury Chateau Yering Hotel. The hotel can provide concierge services and wedding services. Free self parking is available. This Victorian Melbourne hotel is smoke free.
Available in all rooms: Free WiFi
Available in some public areas: Free WiFi
Free self parking
Chateau Yering Hotel offers 32 accommodations with DVD players and minibars. Rooms open to balconies or patios. Each accommodation is individually furnished and decorated. Beds feature down duvets. Digital televisions are provided. Bathrooms include dressing gowns, slippers, designer toiletries and bidets. This Melbourne hotel provides complimentary wireless Internet access. Business-friendly amenities include safes and telephones. Additionally, rooms include complimentary bottles of water and coffee/tea makers. In-room massages and hypo-allergenic bedding can be requested. Housekeeping is provided on a daily basis.
For a fee, guests can enjoy a full breakfast daily from 7:00 AM to 9:00 AM.
Chateau Yering Hotel has a restaurant on site.
Recreational amenities at the hotel include an outdoor tennis court.
The recreational activities listed below are available either on-site or nearby; fees may apply.
If you have any requests for specific accessibility needs, please contact the property using the information on the reservation confirmation received after booking.
Special check-in instructions:
This property offers transfers from the airport (surcharges may apply). Guests must contact the property with arrival details before travel, using the contact information on the booking confirmation. The front desk is open daily from 7:00 AM - 10:00 PM. The front desk is staffed during limited hours. At check-in, guests must provide a record of full COVID-19 vaccination.
Chateau Yering Hotel offers transfers from the airport (fees may apply). Please contact the property on the number on the booking confirmation with your arrival details prior to travel. The front desk at this property is open daily from 7:00 AM - 10:00 PM.
Guests will receive key retrieval information.
Extra-person charges may apply and vary depending on property policy
Government-issued photo identification and a credit card, debit card or cash deposit may be required at check-in for incidental charges
Special requests are subject to availability upon check-in and may incur additional charges; special requests cannot be guaranteed
This property accepts credit cards; cash is not accepted
Safety features at this property include a fire extinguisher, a security system and a first aid kit
Charges for extra guests may apply and vary according to property policy.
A cash deposit, credit card or debit card for incidental charges and government-issued photo identification may be required upon check-in.
Special requests are subject to availability at the time of check-in. Special requests can't be guaranteed and may incur additional charges.
This property is managed by a professional host. The provision of housing is linked to their trade, business or profession. This property accepts Visa, Mastercard and JCB International. Cash is not accepted. For guests' safety, the property includes a fire extinguisher, a smoke detector, a security system and a first aid kit in all accommodation. At check-in, guests must provide a record of full COVID-19 vaccination.
The fees and deposits listed below will be charged at the time of service, check-in, or check-out.
This may not be a comprehensive list. Fees and deposits are subject to change and might not include tax.
