Oaks Queenstown Shores Resort

Amazing views, clean, spacious, had everything we needed and the staff were excellent.

Loved the rooms, staff were amazing, the views were beautiful, heated flooring in the bathrooms were so good. Would definitely stay again if I ever returned to Queenstown.

The room was nice and comfortable nice view. Quite

We had a lakeside view which was well worth the money. From the moment we walked in, it was truly beautiful to see the spacious and comfortable furnishings coupled with the sparkling lake view and snow capped mountains.

The view was exceptional and the fireplace was the best thing alongside the view. Beds are super comfy and the room is very spacious.

Room was tidy. Staff were nice.

Beautiful outlook . Staff were great . ESP the shuttle driver called Davie

Can't beat the lake view, and having a spa on the balcony in the 3 bedroom apartment was amazing, looking at the stunning view. It was clear it had been recently renovated, so was very new and pretty. Having the fireplace was lovely also.

We liked the location of the hotel. It was central to woolworths and pack n save but then also Queenstown itself. The lady at reception who checked us in and out was very friendly & good with our kids. (Can't recall her name but she did say she had only just moved to Queenstown in December and was from Brisbane as well- thank you; you were lovely!)

Nice rooms and facilities

I booked this hotel through the GHA Discovery website for five nights in a 2 Bedroom Penthouse, Early Bird Rate with Breakfast, for 2 adults and 2 children.

Unfortunately, the stay was disappointing from start to finish.

1. Housekeeping was almost non-existent

We stayed for five nights, and housekeeping was by far the biggest disappointment.

The hotel appears to be newly renovated, so naturally the rooms still look quite new for now. However, with this standard of housekeeping, it is probably only a matter of time before the condition of the rooms deteriorates quickly.

I do not mean to exaggerate, but the photos speak for themselves. These photos were taken when we returned to the room at night after housekeeping had supposedly serviced it.

Rubbish was left on the bathroom floor. The toilet bowl was not properly scrubbed. The handheld shower head was left lying on the shower floor. The kitchen sink was not cleaned. The utility / washing machine sink was also left dirty. The cutlery and plates were left inside the dishwasher instead of being emptied and properly put away. Items dropped on the floor remained exactly where they were.

Most surprisingly, throughout our five-night stay, the bedsheets were never changed even once.

Housekeeping seemed to consist mainly of replenishing items, making the bed, and leaving. For a hotel of this standard, the cleanliness fell well below expectations.

2. Breakfast was an unnecessary battle

The booking confirmation clearly stated 2 adults + 2 children and Early Bird Rate with Breakfast.

On the first morning, we were told our three-year-old was not allowed to order breakfast because of "hotel policy". This made no sense, especially when breakfast was included in the booking.

After staff checked the reservation again, they admitted the child was entitled to breakfast, but then said we could only order a small portion because of another "policy".

So let me get this straight.

I booked breakfast.

The confirmation stated breakfast.

The booking stated 2 adults + 2 children.

Yet my three-year-old was somehow only entitled to a "small" breakfast.

Interesting interpretation of the word "included."

3. "Prepaid Rate"... until it suddenly was not

The booking terms stated: "This rate is prepaid and your credit card will be charged in full at the time of booking."

At check-in, the hotel took my credit card as a guarantee. I specifically asked whether the room had already been prepaid and whether breakfast was included. I was clearly told yes.

At check-out, I was again told everything was paid for.

A few days later, my credit card was suddenly charged for the room.

After several rounds of emails with the manager, I eventually checked my original bank statement and realised that the booking had not actually been charged at the time of reservation, which was a few months before the stay. Mistakes happen.

What is not acceptable is that the hotel repeatedly assured me that the room was prepaid, including at check-in and check-out. Had they done their job properly and simply told me payment was still outstanding, I would have paid in cash on the spot.

Instead, they charged my credit card later, added a credit card surcharge, and then refused to refund that surcharge, even though the additional cost arose because of their own mistake and incorrect information.

We are fine with card surcharges generally, as we understand this is standard practice in New Zealand. What is unacceptable is that the surcharge only arose because the hotel incorrectly told us, both at check-in and check-out, that the room had already been prepaid. Had we been correctly informed that payment was still outstanding, we would have paid in cash and avoided the surcharge.

Instead of addressing this simple point, the hotel simply cited its terms and conditions to brush off the complaint. That seems to be the standard approach here—quote the T&Cs, ignore the actual issue, and move on.

Apparently, guests are expected to pay for the hotel's errors.

4. The only positives

The rooms have a lovely view, and the scenery is genuinely beautiful.

A small tip: If you are renting a large SUV or MPV, be careful. The car park is extremely tight and difficult to manoeuvre.

Unfortunately, a nice view cannot compensate for poor housekeeping, inconsistent service, avoidable billing mistakes, and staff who appear unfamiliar with their own bookings and policies.

I rarely leave reviews, but after this experience, I felt future guests deserved to know what to expect.

Location was great.

Very friendly & helpful staff. The property had just had a been fully renovated so everything was brand new. Tight parking in the car park!

Comfortable apartment that suited our needs

Everything was great, except for the inconvenience of the renovation throughout the property.