Phillip Island Nature Resort

Our booking reference 140322 was confirmed back in May/June 2022 for Dec 2022 but turns out the resort overbooked due to "syncing issues". My hubby and I had previously took turns to contact them on assistance for Penguin Parade booking but received no responses which had raised some alarm, but we didn't think much since we did receive a confirmation for our booking.

The inavailability of our booking was only informed to us on the day of arrival via an email. While she left a number for us to call, she was practically unreachable via that contact number.

We had booked a 3bedrooms award-winning villa, but was offered alternative arrangements that were both 2 bedrooms only.

We accepted one of the alternative apartment with Amaro Resort, which was clean enough but it 2bedrooms and had only 1 queen size bed and 2 single beds for our family of 5. The customer service of Nature Island Resort Villa who messed up our original booking remained uncontactable for much of the time we are trying to contact her aft the initial email/1st call. We are promised a "discount" for the original price we paid for our 3 bedroom apartment but it remains to be seen if it will be processed and if we will get it back.

Our trip to Phillip Island is completely marred with having to go the various locations with erroneous Resort address provided and tired out kids with late booking at 6pm, with customer service disappearing once again with no help rendered on the extra bed and WiFi password at the cabin.

Book at your own risk and be warned!

These resort villas really are boutique, they are beautifully furnished and really well equipped with full kitchen and laundry. There is even a picnic blanket to use when going to the penguin parade! The villas are clean, with modern split system air conditioning, furnished decks to relax upon, and use of all resort facilities like swimming pools, spas, tennis courts, gyms and more.

This villa was super lovely for a family holiday. Very thoughtfully curated for a self catering family holiday. The villa was lovely and the resort facility access very useful. Toni (the accommodation manager) was very helpful and her personal touches very considerate. I brought hand wash, shampoo, salt and pepper and appreciated find it all here already. With fresh towels! You could not recommend more highly

Phillip Island Nature Resort was a great base while exploring the island. The three-bedroom villa was stylishly decorated, with lovely bed linen and a comfortable mattress. Nestled amid bushland, there was a sense of privacy too. We really enjoyed our stay.

We had a lovely stay here, so good to be out of lockdown No. 5.
We hadn't been to Phillip Island in a long time, we had forgotten how relaxing and tranquil it can be.
The cabin we stayed in had a spa, kitchen with all the things you would need in a stay away for a few days.
Toni and Trav where wonderful hosts even when we asked for that little bit extra.

Over Christmas I paid a deposit and got a confirmation email. The day before going down, I was told I did not book correctly (on their website) and that they don’t have my booking. I firmly believe they decided they could get more money from someone else and purposely ignored my booking.
How else could their website book it, take my money and generate a confirmation email.

They refused to talk to me on the phone and would not explain themselves on how this happened.

I did get my money back after threatening further action.

Simple facts are they don’t communicate, make mistakes over and over again.then ruin holidays. I’m sure they will attempt to tell me otherwise.but put simply my deposit and confirmation email didn’t hold the accomodation. If they come back and say there was an error.they didn’t even answer the phone on purpose. Happy to text but would not call me.

Sadly they advertise Facebook “competitions” to get increased likes and free advertising and then a month later still don’t announce a winner. They didn’t do what they advertised they said they would, changed the “competition” end date not once, but twice and then still didn’t announce as they said they would on the date with also “big announcement”. Didn’t acknowledge my private or public comments or review. At best poor management. At worst complete scam on competition front. Honestly should be everything in business!

We have just enjoyed a lovely, relaxed family holiday staying at Phillip Island Nature Resort. The villa was tastefully decorated, very comfortable and well equipped. I was particularly happy to find a good quality non stick pan for cooking breakfast!
There was also a coffee machine with some pods thoughtfully supplied to get us going.
Communication with Toni was easy and she responded really quickly to a minor issue that was resolved promptly.
The location is quiet and peaceful and a short drive into Cowes.
We hope to be back again next year!

Really smart unit and well equipped for a long weekend stayover.
Clean. Comfortable bed.
Quality toiletries provided and big towels!
Manager Toni very welcoming and helpful. Only too willing to sort out any issues, if there had been any.
Great location for access to Cowes and the Grand Prix circuit.

Do not stay here.
These are privately owned 12 “villas” located in the property of the Ramada resort.
Thus is my review sent direct to the owner.

Hi Toni,
Let me get straight to the point.
This is a msg of complaint.
Having booked this night away In Preparation of my husband having surgery next week and needing a get a way I did not check reviews which I normally would have but unfortunately did not this time.
I am a big fan of constructive feedback and believe in giving a chance to repair prior to leaving bad reviews for local businesses.
And don’t get me wrong, I understand that your cleaner “quit” the night before our stay but I would have rather you cancel if you were not prepared to have our “luxury villa” to a clean standard instead of a unclean, unkept property as it was talked up to be.
Below I have put the health / cleanliness issues which for $325 a night is appalling.
If you require further proof I have pictures of these issues.

Dirty stained towels.
Dirty mirror which had someone else’s toothpaste sprayed all over.
No soaps or any toiletries.
Towels in dryer on arrival for our use that night for us to remove, sort and use.
Pungent Fish smelling fridge.
Egg cups stained with old yolk.
Pedestal fan supplied in main room with a cord that could not not reach the power point behind the bed unless I wanted it a meter away from my face.
Unusable umbrella on decking tied up with rope and covered in spider webs.
Windows that don’t wind in and had to be left open.
Mops and cleaning items left on decking.
A bagged Doona left on front porch.
Shopping bag of filthy mouldy mugs left next to the villa.
Hair on bathroom and toilet floor.
No bin bags supplied.
Dirty wine glasses that had to be washed prior to use.
Wrong check in time due to a cleaning issue when info book states 2pm.
Dirty, cloudy pools / spas (resort issue).
Back decking un kept, covered in leaves and possum droppings.
Sticky floors throughout.
Dust on every surface throughout the villa.
DVD player remote missing batteries completely.ceiling fan low speed did not work at all.
Bathroom light inop.

Please take some time to respond as I am sure it is quite confronting and I await your reply.

To my response, I got tirade of insults and a life strong from owner about all of her problems but nothing from her to say I am sorry or give me some of my money back.
This company has been reported and should not be allowed to operate.

A most enjoyable stay in a relaxing and welcoming setting in Philip Island. The property itself provided a bright and spacious environment while the surrounding setting offered lots to do and see. Very pleasant staff, including Toni who supplied us with an extra duvet immediately when requested. A short drive from the beautiful seaside town of Cowes. Everything required for our stay was already provided in the accommodation. Our only regret - we couldn’t stay longer. Aisling Flynn.

How can you start on such a pathetic attempt at a resort style accommodation. Walked in to the villa with it wide open. Not locked. Not cleaned. Washing left in the washing machine. Washing left in the dryer. Light bulbs missing in lamps and lights. NO FREE WIFI! No coffee. Had to wait an hour for towels and toilet paper after calling for it. All we got was excuses about staff being away instead of apologies for not being ready at 2pm, when we actually arrived at 3: 30pm. Got an apology for not having ANY milk and left it at that. So we had to go get our own from the shops. Floors haven't been cleaned. The kettle leaked boiling water on me when I went to make a coffee. This was not worth the $495 FOR 1 NIGHT! I WANT A REFUND. FALSE ADVERTISING. WE DROVE FROM QLD TO BE UTTERLY DISAPPOINTED!
I will not be returning. I would rather put my swag up.