RACV Healesville Country Club & Resort♡

Fabulous location accommodation & food

10.0

There were a few initial hiccups with our booking including a request to change our dates due to more rooms required for a conference. Fortunately we were able to accommodate the request and we were acknowledged with a free night of accommodation, late check out & a lovely bottle of bubbles. The environment is lovely and the view from our room included kangaroos, sunshine & fog. The whole amenity is well designed and wonderful in Winter. Whilst we didn’t get to do our pre-planned balloon trip due to fog we have a wonderful reason to return.

Staycation

9.0

Really liked the layout of the resort and our room was a golf view room which was really nice. Restaurant for breakfast was really good with a very comprehensive selections of food. Bed was very comfortable and the room had good blockout curtains. Was happy that my car had undercover parking .

− I didn't realise you couldn't walk into town from the resort. Checkout is at 10am

Ok stay

5.0

Staff were incredible

− Facilities are old and in need of a reno

We really enjoyed our time here and met all of our needs for our family. We would be back for sure.

8.0

Breakfast was great!

If you're not an RACV member, don't expect to be treated like a valued guest.

1.0

The bed was comfortable and the breakfast was nice.

− Our experience started before we'd even checked in. When we arrived, we realised we'd accidentally booked the wrong night through Booking.com. It was entirely our mistake, and we accepted that. We weren't demanding a refund—we were simply hoping for a little understanding and some genuine customer service. What makes the situation even more disappointing is that the resort made no attempt to contact us when we didn't arrive on our booked night. We were later told they didn't have our phone number, but they certainly had our email address. A simple email asking, "We noticed you haven't checked in—is everything okay?" would have immediately highlighted the mistake and potentially saved us both the inconvenience. Instead, when we arrived the following night, the receptionist, Billie, was cold, dismissive and showed absolutely no empathy. From the moment she realised we'd booked through Booking.com and weren't RACV members, we felt like second-class customers. What really stood out was that, after we'd explained our situation and were forced to book another room because we had nowhere else to stay, Billie asked, "Are you an RACV member?" At that point, the question felt completely irrelevant and only reinforced my impression that members receive a different level of service. I genuinely believe that had we been RACV members, the conversation would have gone very differently. To make matters worse, the only room available that night cost almost twice what we'd already paid for our original booking. We accepted that our booking error was our responsibility, but we were still paying guests who simply made an honest mistake. This review isn't about the booking policy. I understand policies exist. It's about the complete lack of empathy and customer care. Great hospitality is measured by how you treat people when something goes wrong.

Disappointing customer service

1.0

Nice bed. Nice Breakfast.

− We accidentally booked the wrong night through Booking.com and only realised when we arrived. It was our mistake, and we accepted that. We simply hoped for a little understanding. Instead, the receptionist, Billie, was cold, dismissive and showed no empathy. We were told to deal with Booking.com, despite the resort having our email address and making no attempt to contact us when we didn't arrive the previous night. We had no choice but to book another room on the spot, which cost almost twice as much. During the process, Billie asked if we were RACV members. It left us feeling that, because we weren't members and had booked through Booking.com, we weren't valued as guests. The resort itself is lovely, but the customer service was incredibly disappointing. This wasn't about the booking policy—it was about the complete lack of compassion and professionalism.