Clifftop at Hepburn

Take a look at the response the owner wrote to my review. This is how they make up a narrative about someone who they treated so poorly.

The owner called me, aggressively asking me to remove my genuine and honest review. When I said no, that it was honest and fair, they write this fictional account of what happened, painting me as an irrational lunatic and I guess trying to shame me into removing my review. The person responding to this review wasn’t in fact even there.

How’s this for customer service?

Below is the review I left…

The worst accommodation experience I’ve ever had. I packed up 2 hours after arriving, ended my holiday and drove all the way home that same night.

The water went off when I was trying to have a bath, then an hour later the power went off and I was left in the dark unable to track down help.

The treatment I got from one of the property managers was absolutely abysmal. He admonished me - suggesting I’d done something to cause the issue and he was the victim because he might get a bad review.

This conflict ruined my much needed relaxing stay in spa country, so, in my opinion, I felt the only option was to pack and leave.

It's nice. We got the Paris room. On a rainy day and inside, there was a playstation already hooked up to the Samsung TV but we spent a long time trying to figure out how to get it up and running on there.

Netflix was available but in Chinese. I figured out how to change it back english.

Tried calling and left a voicemail but nobody got back. Apart from that, it's great.

Another perfect stay! David and Mani are such amazing hosts. This stay we were in Tranquility. I think we have now stayed in every house up there. It was so quiet, private and peaceful. The views are outstanding. My mother and I always have such an amazing time.

For the view, it’s really great and the interior is very stylish, however the customer service is not good.

Upon our arrival, the keys already took by other guest, someone checked in before us so I state that it’s double checked in, but the owner not believe this at first, we have to wait for nearly an hour to call in and out to solve this problem with that other guest outside the house and it’s already destroy our mood as it delay my appointment to the spa and my plans at night.

On the second night, while my friend was sitting next to the window, she feel something bite her and then she found out that there are so many ants with bread crumbs under the blanket that they provide, it’s really gross. The owner replied me it shouldn’t be happen and she will look into it with their team with no apologizes. I really disappointed for that.

If you putting it a luxury price ($600 for two nights) you should provide same service, it’s fair that we will have expectations, especially this cleaning mistakes shouldn’t happen, only the view good and stylish inside is not enough, if you want to doing business as a luxury hotel, your customer service and cleanliness are very important too.

We stayed in the Serenity villa. The location and villa was amazing and the views were incredible and we had a great time, the fire was lovely and everything was very luxurious, however we were very disappointed that only one side of the spa jets worked as this was one of the big draw cards to choosing this place over many others. We did let the owner know but didn't hear back from them again.
Edit: What I meant is we didn't get an update after we spoke the first time and I was told it was possible it could be fixed. I wasn't expecting it to be magically fixed before the end of our stay but it was still very disappointing for us, and it would have been nice for it to have been made up another way or at least a call back to update.

We had a awful experience with intimidating management for what’s supposed to be a relaxing luxury experience. Wishing we had red the reviewers more closely prior to booking

We had a nice weekend stay. The villa was very nicely decorated. The whole propoerty was very clean. Very convenient location with easy access to local restaurants. Had a slight minor issue at the end of my stay. However, I recieved a phone call with the owner post stay and all was sorted in a very professional manner. I am sure it will get better and improve as time goes by. We are looking forward to our next stay.

We stayed at the Zulu Villa. The place is nicely finished with quality looking furniture and a great view overlooking the valley. Creates a relaxing and welcoming vibe! The villa is surrounded by wildlife so it’s lovely seeing kangaroos and rabbits and ducks on the other side of the fence!

The spaciousness, quality appliances, quality bedding, and the refreshed decor really add to the exclusiveness and appeal of this place. It’s perfect for couples who want more privacy and don’t want to compromise on where they are staying. There was only 2 of us, but the place could easily accommodate another couple.

Of note is that the villa has a no shoes in the house policy and provides sleepers! Love this and I feel like more places should do this. It definitely makes a huge difference in keeping the place clean and tidy.

Tesla charger comes standard in this villa which is a great feature! The charger maxes out at 6amp so this will at best keep you topped up overnight.

A big + for us is how quickly the hot water system kicks into gear in the bathroom, as well as a very decent shower pressure in the shower.

Although this is definitely up there for me, it did lack a few of the less important details to make this a 5 star experience.

- Lack of robe space / hangers: I was surprised there was no place to hang clothes. Leaving clothes in the bag on the bedroom floor just feels odd.

- Lack of hooks and railings in the bathroom: there were not enough hooks or towel rails to hang more than 1 bath towel.a bit of a hassle for the 2 of us, so would be worse if shared between 3 people.

- No Bathrobes - unfortunately this was not offered although mentioned in the booking.

Overall, a great experience and super relaxing, highly recommended! Would come back again in the future and try a different villa!

We are lucky enough to Have all the villas in Sahara estate. It's beautiful and sensational, absolutely love everything. Every single member had amazing time ️

Highly recommend Clifftop at Hepburn. We stayed in the Safari villa - everything from the decor to the cleanliness to the small touches, all made for an amazing experience. The villa was exactly as per the pictures advertised. Thanks for the complimentary champagne! We had a wonderful & relaxing stay.

Highly recommend experiencing Clifftops at Hepburn. Stayed at Villa - Serenity - which exceeded all my expectations. Like being transported to the heavens! Everything was perfect.

My husband and I have stayed at two of Clifftop's beautiful villas this year, and we could not be happier about our experiences. Clifftop villas are truly stunning and nothing really compares. As soon as you walk in, you are taken into a whole new world of luxury, dreams, relaxation and serenity. We loved our first visit so much, we decided to return again. Our second experience was just as relaxing and magical. I absolutely recommend Clifftop to anyone looking for luxurious, unique, first class accomodation in Victoria. We can't wait to return again! Thank you to the team for looking after us.
Serene and Ned:)

You can’t sue anyone ya peanut hahahahhahahahhahahahahhaha keep using that one and deflecting what a horrible human and host you are Dave. I urge everyone to do their research on this operation before booking. Spare yourself the drama.

I don’t wanna go home! This place was just what I needed. I will definitely come back again and again. Thank you so much for creating a sanctuary for the stressed.

Mani was very accommodating and all the little touches make Clifftop extra special. Will definitely be back to enjoy another weekend here again soon.

Thank you David & Mani for making this special birthday treat from my daughter so amazing. From the welcome to the view we had a very relaxing and memorable time. We played scrabble (which I haven’t played in years!) then watched a couple of movies while enjoying wine and nibbles. We also loved the massage chair, which was very invigorating. Don’t want to leave this place but will definitely be back.

We stayed in the Evoke villa, it was absolutely gorgeous and the view was just stunning. We loved every moment there. A nice winter getaway, highly recommend.

Don’t get me wrong, the place itself is great, the owner on the other hand…. Threatening attitude, big mistake… everyone in the shire can’t stand him

*update* …. Well what do you know, person accused of being threatening, goes on to be threatening? Surprised? No. Expected? Yes. Scared? Please… if only his closed mind came with a closed mouth

Amazing accommodation with awesome views and trendy features, namely the interesting array of lighting, large spa bath, massage chair and comfy beds (essential!). Our sons have had a ball and a great wind-down. Great getaway for all of us. Thank you for making this a true retreat from our home in the inner-city suburb!

Stayed at Evoke the place looks stunning pleasing but we left quite disappointed. Wifi didn't work for most the time we were there. Air-conditioning had to be left on 24/7 for the house to even keep cool at all which it still didn't get cold. Specially the one in the main bedroom. It was recommended that the blinds stayed down to block out the morning sun and we did that and still boiling hot. I wouldn't want to be staying in this place when it's 40+. TV kept cutting in and out of reception and no paid TV. You pay a premium price and you expect more.