TM

Trip.com Member

5/5Trip.com· 10 months ago

The view from our room and from the restaurant is breathtaking. The room amenities are luxurious. We loved this place , we can hardly wait to return,

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LauraW667

4/5Tripadvisor· a month ago

Matakauri occupies an extraordinarily beautiful setting, and our suite was spacious, comfortable and genuinely lovely. Staff were warm and clearly wanted us to enjoy our stay. Unfortunately, the service lacked the coordination and attention to detail we expected from a hotel at this level. We were in Queenstown for only four nights, so we relied on the concierge team to help us make the most of a relatively brief, probably once-in-a-lifetime visit. A couple of arrangements were mishandled or not properly communicated between staff members. Too often, information seemed to reside with one particular employee rather than with the hotel as a whole, leaving us to follow up or sort things out ourselves. One instance of several: we made it clear that stargazing was our priority. When the weather did not cooperate the first night, obviously we were disappointed, but no one was to blame. We asked the concierge to attempt to reschedule, which they did, but only with one provider. A good concierge, knowing how important this was to us and how little time we had, would have contacted other reputable operators, monitored availability and weather conditions, and proactively presented us with alternatives. Instead, they simply told us that stargazing "would not be possible." Happily, we found and booked another excellent provider ourselves and were fortunate to have an unforgettable stargazing experience on our final night. There were also some surprising housekeeping lapses. Despite twice-daily servicing, empty supplies of toilet paper, tissues and shower caps were not replenished, and we had to call to request them. These may sound like small matters, but a luxury hotel distinguishes itself by noticing such details before a guest has to ask. What made the experience especially frustrating was the contrast between the very elaborate welcome each time we returned to the property and the inconsistent execution of the less visible things that actually affected our stay. We would gladly have traded some of the ceremony for more reliable communication and follow-through. Matakauri is undeniably gorgeous, and there were staff members whose kindness we appreciated. But at this price and under the Rosewood name, we expected service that felt seamless and assured. Regrettably, that was not our experience.

K

KEVIN

5/5Google· 5 months ago

I recently spent two tranquil nights at Rosewood Matakauri. Its location, just a short drive from the bustle of Queenstown, offers the perfect balance—accessible, yet secluded enough to feel like a genuine retreat. As a boutique hotel, it possesses an intimate, grounded atmosphere and a level of delicate sophistication that larger resorts often miss. The views from the property are striking, framing the lake and mountains beautifully. For those who appreciate a quiet morning walk, the proximity to the nearby lakeside trekking trails is a wonderful asset. A true standout of our stay was the dining experience, enhanced by the hotel's generous and flexible hospitality. Guests are offered two complimentary glasses of wine per person during afternoon tea time. The staff graciously allowed us to enjoy our wine later during dinner, which elevated the evening beautifully. The dinner itself was phenomenal, clearly reflecting their commitment to using high-quality, locally sourced New Zealand ingredients. We started with freshly shucked Marlborough Pacific Rock Oysters, which were remarkably bright and briny. The main courses were impeccably balanced; the Mountain River Venison was tender and earthy, beautifully complemented by the sweetness of parsnip and the subtle tartness of cranberry. The Tuna, served with a rich yet delicate corn beurre blanc, was equally refined. Finishing the meal with their refreshing house-made sorbets made for a perfect, lingering evening. The hospitality we experienced was exceptional across the board. The staff were genuinely warm, taking the time each day to inquire about our itinerary. Breakfast was another daily highlight, carefully prepared and deeply satisfying. We did experience a minor hiccup upon arrival, as our check-in was delayed due to room cleaning. However, the management handled this with commendable grace. They left a jar of local honey in our room alongside an apology note—a thoughtful gesture that immediately softened any frustration. Furthermore, the complimentary seasonal fruit provided in the room—a vibrant, apple-like Piqa Boo pear—was exceptionally crisp and sweet. It is these small, attentive details, showcasing unique New Zealand produce, that make a stay truly memorable. Highly recommended for a quiet, sophisticated getaway.

RW

Raymond Wehbe

5/5Google· 3 months ago

This 5 star Hotel appears to be a conversion from an old Snow Lodge. So dont expect ultra modern high end finishes although the interiors are done in very good tatse and generally very clean. It is 15 minutes or so out of Queenstown Centre. With a car this is the perfect spot. The location is absolutely spectacular and world class if your desire is to be out of the hussle and bustle of tourists and in a quiet oasis. Wide and expansive Views are over the lake and to spectacular untouched mountains. Nature, quietness and stillness at its best. We had half board included which meant we had breakfast and dinner included in our package. The food was generally very good but reading previous reviews we must stress it was always slow to come out....too slow. Seems to be a problem for the Kitchen as the waiters staff and managers are extremely welcoming and definetly go above and Beyond. SARA from front desk /management was exceptional. She always was in the right place at the right time and was honest in her willingness to help from the small things like taking our bags to our rooms when we would return from a day trip to giving us good local advice and great conversation...Joel, Helen, Mariana and Mala were also Stand outs for waiting on us at breakfast and dinner...excellent and friendly and always wanted the best for us. Thankyou team Rosewood. Our Particular room (which was a short external walk from the main building) took full advantage of the lake view and was bi level..modern clean rooms with fire places. Contained all amenities expected. Bed was very comfortable and the shower water pressure was good. The walls were a bit thin, could hear neighbouring guests but not bad enough to concern us. The hotel also had modest pool Sauna and gym which all functioned quite well. I had a genuine deep tissue massage which was absolutely fantastic which is rare for a lot of hotels we visit. You could also do walking tracks direct from the hotel. Overall we were very pleased and would return. The views second to none as were the staff.

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NYR

5/5Google· 5 months ago

A truly wonderful stay! My mother and stayed for 2 nights and truly enjoyed every moment! The staff were so kind and attentive, the food was outstanding and michelin quality and the property is spectacular! Nothing was too much trouble and we will definitely be back! Thank you to the whole team for a fabulous stay!

TC

The Luxe Critic

5/5Google· 3 months ago

Stunningly beautiful. The whole place feels like a warm inviting private home. Incredible views. Flawless food. Beautiful decor. Roaring open fire. Various areas to mingle in. Attention to detail second to none.

C

Christy030

5/5Tripadvisor· 4 months ago

My family and I stayed at the Rosewood for four nights. We were greeted upon arrival by staff and welcomed into what they call their living room. We were offered welcome drinks, snacks and hot towels. The front desk staff checked us in and showed us to our room. We booked the lake view suites which have a small living room and king size bed. The bathroom is spacious with separate toilet room. These rooms have amazing views of the lake. This is not a “new” room, it has more of a feel of a lakeside cabin. |Our rate included breakfast and dinner each day, along with a cocktail before dinner. The attention to detail here is second to none. The menu is curated by the chef according to local availability of produce and proteins. We have food allergies in our family and the menu selections were either modified or alternatives were offered. Everything was tasty and fresh. The staff quickly learned our preferences, always addressed us by name and made us feel welcome. It really was like dining at a friend’s home. |When I called the front desk for anything, they would quickly answer and send someone for assistance. |Everyone who works at this resort is kind and attentive but standouts include: Mala, Joel, Conrad, Sarah, Adelaide and Farica. I got carsick after a tour and Farica made sure to get me tea and checked in on me to see how I was feeling. |This truly is a special place. I highly recommend it if you are staying in Queenstown. You will not want to leave.

CB

Clint Barnes

1/5Google· 7 months ago

It pains me to read Davide's response to past negative reviews because his promises of learning and improving ring so empty. We are familiar with nicer hotels, but are not regulars in this air of luxury spaces. We booked Matakauri as the capstone to our honeymoon trip in NZ. The rooms are nice, the views are absolutely breathtaking, the staff seem truly invested in our stay, but something is just . . . off. We have stayed at hotels for a fraction of this cost where we feel truly cared for (shout out to Sofitel). Amongst other missteps, we had a very disappointing dinner. It dragged on for hours, after which point I requested that our entrees be cancelled if they were not ready. The staff did their best to recover, informing us that our meals would be ready in 3 minutes and we could take them in our room, if we would agree to it. Meals arrived cold, in our room, about 15 minutes later. We ran into Davide the next day. He told us our entrees were comped (the ones we were talked into accepting) and intimated to us that mistakes happen, but he feels good because they made things right in the end. I work in a luxury customer service space. Mistakes do happen. I have looked my clients in the eye and admitted to them, I messed up, I can't make them whole, but asked what I could do to get them as close to whole as possible. I feel like the staff really want to serve the clients here to the best of their ability. Whether it is local leadership or a failure of Rosewood, I don't think they are equipped to provide the stay that is expected with this type of investment. My wife and I spent the 11 days leading up to this stay traveling NZ in a campervan. We are not tremendously fancy or pampered people. However, we believe that if we choose a place like the Rosewood, we should have the stay equivalent of a Michelin star meal. Needs should be anticipated, we should not have to have awkward conversations about where things fell short. We should not receive empty goodbye letters hoping that we had a magical stay when we obviously did not. We came here expecting a truly memorable stay, a place that we would love and return to in future years. Instead, we're now scanning the north shore of Wakatipu looking for places with similar views that won't make us feel duped.