酒店回复: Thank you for your thoughtful review, Kyara! We're so pleased to hear that your experience exceeded expectations and that you enjoyed the well-equipped room and stunning lake views. It’s great to know the drive into town was convenient for you as well. We’d love to welcome you back for a longer stay next time!Santiago Oaks Shores Resort Queenstown

酒店回复: Thank you for sharing your comments. We regret that your experience did not meet expectations and appreciate the opportunity to clarify. The concerns raised were addressed directly by our manager, who personally visited the room to assist with joining the beds and cleaning the insects that had entered through an opened window. It is important to note that the number of insects was not as described, and the situation was managed promptly. We also observed that communication was made through the travel agent rather than approaching our reception team, which limited our ability to resolve matters more effectively during your stay. Please be assured that ongoing renovations and parking arrangements are fully advertised across all our online channels and the Oaks Website. We value your feedback and will continue working to ensure our guests enjoy a comfortable and pleasant stay. Kind regards, Santiago Oaks Shores Resort Queenstown

酒店回复: Thank you very much for your review. We are delighted to hear that you enjoyed the spacious apartment and the fantastic views overlooking the lake and mountains, and that your stay was enhanced by such a beautiful setting. We regret that the ongoing renovations and temporary parking arrangements caused some inconvenience, as well as the renovation smell near reception. Please note that all information regarding renovations and reduced car parking availability, including the need to reserve in advance, is fully advertised across our online channels and the Oaks website. We appreciate your understanding during this period of improvement and are pleased to know you still found the experience worthwhile. We look forward to welcoming you back again. Kind regards, Santiago Oaks Shores Resort Queenstown

酒店回复: Dear Guest,Thank you for your detailed feedback. I’m sorry to hear that aspects of your stay were challenging, particularly the building layout, shuttle service, and access to the front desk. We understand that the hillside location can present difficulties, especially in winter.To clarify, the ride into town typically takes no more than 8 to 10 minutes, depending on traffic along Frankton Road, which can be busy at times. The hotel is safe to walk in and out of, even during winter, as we take all necessary measures to mitigate potential hazards caused by weather conditions. Additionally, any ongoing construction is clearly advertised across our booking channels to ensure transparency before arrival.I’m pleased to hear that our shuttle driver made a positive impression and was able to assist you with your luggage on departure. We appreciate your recognition of his service and your suggestion for short stays.Warm regards, Santiago Oaks Shores Resort Queenstown

酒店回复: Thank you very much for your outstanding review, Xixibukuzao. We are delighted to hear that you enjoyed the one-bedroom apartment with its beautiful mountain and lake views, and that you found the amenities, cleanliness, surroundings, and service to be excellent. It is wonderful to know that the shuttle bus added convenience to your stay and that you found the accommodation to be great value for money. We appreciate your comments regarding parking and note that information about reduced car parking availability and the need to reserve in advance is fully advertised across our online channels and the Oaks website. We are also pleased you highlighted our two-bedroom apartments, which are indeed ideal for families. We look forward to welcoming you back again. Kind regards, Santiago Oaks Shores Resort Queenstown

酒店回复: Dear Yuanpangjie,Thank you for your review and for highlighting the stunning views from your Two Bedroom Lake View Apartment. We’re glad that aspect of your stay met expectations.Regarding the parking issue, I’d like to clarify that parking must be reserved in advance, as clearly advertised across all our online channels and the Oaks website. Your booking was for 22nd to 24th August, and the payment you mentioned was made on the 27th, after your stay had concluded. Unfortunately, we were unable to locate a valid reservation for parking during your stay dates, which is why our team could not accommodate the request at that time.We understand the frustration this caused and appreciate your feedback. We remain committed to providing clear communication and a smooth experience for all our guests.Warm regards, Santiago Oaks Shores Resort Queenstown

酒店回复: Thank you for sharing your feedback. We are pleased to hear that you found the apartment spacious and that the shuttle service to town was helpful during your stay. Regarding your comments about parking and the renovation works, these details are fully advertised across all our online channels and the Oaks website so guests can plan ahead with clear expectations. We are sorry to hear that your parking request did not go through successfully and appreciate you bringing this to our attention.We hope to have the opportunity to welcome you back for an even smoother experience.Santiago Oaks Shores Resort Queenstown

酒店回复: Thank you very much for your outstanding review. It is wonderful to hear that the two-bedroom lake view apartment suited your group so well and that the layout and balcony made your stay comfortable and enjoyable. We are delighted that the amenities, cleanliness, surroundings, and service all met your expectations. Your positive feedback means a great deal to the team.Santiago Oaks Shores Resort Queenstown

酒店回复: Dear Guest,Thank you for your outstanding review. I am glad to hear you enjoyed the amazing view and the relaxing hot spring in the Penthouse Spa. It is true that parking is limited and best reserved in advance, and I appreciate you highlighting that for future guests.We are pleased the scenery made your stay memorable and hope to welcome you back to Oaks Shores Resort Queenstown again soon.Warm regards, Santiago Oaks Shores Resort Queenstown

酒店回复: Thank you very much for your review and for sharing your experience with us. We are delighted to know that you found the environment beautiful and comfortable, and that you enjoyed the surroundings during your stay. We appreciate your understanding regarding the ongoing renovations, which are part of our property improvements and are fully advertised across all our online channels and the Oaks Website. Your feedback is valuable to us, and we look forward to welcoming you back for another enjoyable stay at Oaks Shores Resort Queenstown. Kind regards, Santiago Oaks Shores Resort Queenstown