Caddie A.
Google
Do not book this accommodation if your dog weighs over 10kgs.
My parents and I booked two dog friendly chalets at this accommodation on 23rd August 2025, for the long weekend at the beginning of the September school holidays.
There was a deal available, and we were lucky enough to secure two dog friendly, two bedroom chalets for three nights, for $570 each. We couldn't believe how cheap it was. Their website also states that there is only one dog friendly chalet available. We were concerned about this, so we wanted to make contact with them.
I called the chalets three times before 3pm on the 23rd August to confirm the booking. No answer, even though they claim to be open until 3pm on a Saturday.
I called again at 9.16am on the morning of Monday 25th August. I spoke to a polite, lovely man in reception. I told him that we would be travelling with our english staffy, and that my parents would be bringing their maltese/ shitsu.
He said that the bookings were in the system and that it would be fine to bring both dogs.
On 4th September, two weeks after our booking had been confirmed by the gentleman in reception, and only three weeks out from our school holidays check-in date, I received a phone call from Mel, the chalets "chief happiness officer". She asked whether we would be bringing a dog, and how much he weighed. She stated that as he weighs more that 10kgs, we would not be allowed to bring him. She repeatedly told us that we should put him into boarding kennels. I explained to her that he suffered from separation anxiety, and that we would not be going on a holiday without him. She said that we would need to put him in a kennel, or cancel our booking for a full refund, if we wished.
She said that no exceptions for dogs that weigh over 10kgs are made, but said that she would speak to management.
I told her that I had recieved verbal confirmation from a male staff member two weeks prior, and that he said it would be fine for us to bring our english staffy, all of which weigh over 10kgs when fully grown.
She asked "did he put that in writing for you?". I resent being accused of lying.
She also stated that this fellow employee clearly needed more training, and blamed the "misunderstanding" on him.
She then stated that kids are afraid of "large" dogs, and that they are not welcome in the grounds.
I told her that her website should state that there is a 10kg weight limit, to avoid customer disappointment where they may be left without accommodation with minimal notice, like we were. She said that it says "at management’s discretion" on their website, which reflects that discretion. It seems that customers with dogs that weigh over 10kg will continue to be disappointed.
We recieved an email the following day stating that our dog had been denied access to the chalet.
There is also another issue that we had with this accommodation.
We booked a two bedroom chalet for two adults, one child and our dog, at $570.
My parents booked a two bedroom chalet on the same afternoon, for the same deal and dates for $570. Their booking included two adults and one dog.
Unbeknownst to me, my parents had called "the chief happiness officer", one hour before she called me to let us know that our dog was no longer welcome. They let her know that they would now also be bringing a grandchild, so their booking was identical to ours. Two adults, one child and a dog for $570.
Obviously this woman didn't realise that we were a family group, as she told my parents they would need to pay an extra $90 to bring a child along.
When we spoke about it together and realised what she had done and how she was trying to squeeze more money out of my parents, even though we both had the same amount of guests in our chalets, we all decided to get refunds and cancel. This accommodation was unprofessional and an absolute disgrace to deal with.
Ps. We wish the gentleman in reception all the best, as he was the only polite and professional person that we dealt with at this accommodation.
