Kia Ora, it's disheartening to learn that our usual standard of service fell short during your visit. I was surprised to read that our staff were not helpful to you as this is not usually the case. Alternatively, we do have a concierge who is on in the AM & PM who would have been more than happy to provide you with every detail as he is our expert. Regarding offering take away water, we only have sparkling water in glass bottles for sale, but we are happy to refill reusable bottles for guests if they can supply one so apologies if that was unclear. We offer porter services to assist with luggage, and it's regrettable that this option was not extended to you during your stay. We value your feedback and strive to continually improve our services to ensure every guest has a good experience.

Hi Daniel, we are so pleased you enjoyed your stay with us and experienced the high standard of service our team has to offer. Thank you for your feedback and we hope to see you again soon.

Kia Ora Gall, thank you for your kind words, we are so pleased you enjoyed your stay with us and the views of Lake Wānaka from our grounds.

Kia Ora Jack, thank you for your feedback, we are so please to hear you enjoyed your stay with us in our newly referbished rooms!

Hi Mike and Denise, thank you for your feedback, we are so pleased you enjoyed your stay with us!

Kia Ora Min, we are so pleased you had a nice stay with us!

Hi Diane, thank you for your feedback! We are pleased to see you had a great stay with us.

Kia Ora, thank you for your feedback, it is greatly appreciated!

Hi Kimberly, thank you for your feedback. we are so pleased you enjoyed your stay with us - we truly are just steps away from the water being nestled into the edge of Lake Wānaka! We are pleased to hear that you had such a great encounter with our front desk staff. Thank you for your feedback regarding the air conditioning. We are pleased to let you know that we are currently in the middle of an extensive hotel refurbishment, and have just completed the first phase at the end of 2023. This first phase produced our newly refurbished Premium Rooms, which include built-in air conditioning! Soon, all of our rooms will have air conditioning once our hotel refurbishments have been completed.

Kia Ora Donna, thank you for your feedback!

Kia Ora Matthew, thank you for your feedback, we are so pleased to hear you had a relaxing stay with us and had a great experience with our staff. We hope to welcome you back again soon!

Kia Ora Natasha, we are so pleased to hear you enjoyed our lovely lakeside location!Thank you for your feedback about the aircon in the rooms. We are pleased to let you know that we are currently in the middle of extensive hotel refurbishments, having just completed the first of our three-phased refurbishment process at the end of 2023. Our newly refurbished Premium Rooms have a heat pump for air conditioning, and soon all our accommodation will include air conditioning once our refurbishment is complete.

Kia Ora Sravan, thank you for your feedback, we are pleased to see you enjoyed your stay with us, and hope to see you again soon.

Hi Arnold, thank you for your feedback, we are pleased to hear you enjoyed our lakeside setting! We are delighted to let you know that the first of our 3 -phased extensive hotel refurbishments was completed at the end of 2023. Our second phase is due to start shortly after easter, which will result in 75% of our property being refurbished by the end of this year. We would love the chance to welcome you back to stay in one of our newly refurbished premium rooms, to see the refurbishments we have made on the property since you stayed with us.

Dear BiaoRelating to our check-in policy, check-in is not until 3pm, however we will always do our very best to check you in as early as possible if you happen to arrive early. I have spoken with the reception team who can confirm they did contact housekeeping to put a priority on getting your room ready.I have investigated into what happened on the day of the 12th and can confirm that the entire resort had a full water shutdown due to fire hydrant maintenance on that afternoon which lasted for 90 minutes. Due to the water supply being shut off, the lavatories were out of use over this time. I have discussed with reception who can confirm that they did explain this at the time, however I understand that the communication could have possibly been clearer. I on behalf of Edgewater apologize for the inconvenience this must have caused and hope to put a better strategy in place in the case we have this happen in the future. We appreciated your feedback and hope you enjoyed the rest of your time in Wanaka. The Edgewater Team

Hi Aletha, We apologise for any inconvenience you encountered due to the limited availability of hot water during your stay. We understand the importance of a comfortable and relaxing stay, and how frustrating it can be to experience a shortage of hot water. Our Hotel’s hot water system is designed to accommodate the needs of our guests however certain demands like you have described can exceed the capacity of the hot water tank resulting in a temporary depletion of hot water. Due to this, and our commitment to sustainability, we do have signage in the rooms that ask guests to conserve water during their stay with us by having shorter showers to help with these factors. We have taken your feedback on board, and are pleased to let you know that we are currently in the process of addressing hot water availability issues within our refurbishment whilst still adhering to our commitments to sustainable water usage.

Hi Jonathan, we are sorry to hear that you found the check-in & check-out process frustrating, this is definitely not the service we aim to provide. I trust that the Front Office team have rectified the overcharge, and we apologise for the inconvenience.If you want to discuss anything further, please reach out to Alexandra our Guest Experience Manager at gem@edgewater.co.nz, and she will be able to assist you.

Hi Qiantai, we are so pleased to hear you enjoyed your stay with us! Thank you for your feedback, and we hope to see you again soon.

Hi Anthony, thank you for your feedback. We are pleased to let you know that we are currently carrying out refurbishments on the hotel, with our first phase due to be completed at the end of this year. This first phase includes 3 of our hotel blocks.

Hi Chao-Chun, thank you for your review, we are so pleased you enjoyed your stay with us. We hope to see you again soon!

Hi Michael, thank you for your review! We hope to see you again soon.

Kia Ora, we are glad to hear that you had such a lovely stay with us. We take great pride in providing a kind and courteous service, and it's wonderful to hear that our team were able to return your bag to you efficiently. Thank you for taking the time to share your experience, and we hope you welcome you back in the future.

Kia Ora Ka sin, we are so pleased you enjoyed your stay! Thank you for your lovely feedback, and we hope to see you again soon.

Hi Ange, thank you for your feedback, we are so pleased you enjoy your stay and we hope to see you again soon.

Hi Nicole, thank you for your feedback. We're glad that you enjoyed the stunning view from our hotel. We are pleased to let you know that we are in the process of a refurbishment, with the first of three phases currently underway. While we're glad you found our front desk helpful, we're actively working to modernize and update our amenities to ensure they match the quality of our picturesque surroundings. We're grateful for your support and look forward to the opportunity to welcome you back in the future, where you can experience both the incredible view and refreshed facilities during your stay.

Hi Yih, thank you for sharing your feedback with us. We apologise for the inconvenience you experienced with the hot water supply. We understand how essential a consistent hot water supply is, especially during the winter. We are currently looking into a solution for this and will be addressing it in our hotel refurbishments to ensure that our guests can enjoy a comfortable and uninterrupted experience. We have plans in place for these hotel refurbishments, with the first of three phases currently underway, and due to be completed by the end of this year. Despite this challenge, we're delighted that you still enjoyed your stay with us. We're committed to improving and providing you with an even better stay during your next visit. Thank you for your understanding, and we hope to see you again soon.