Review of Pumphouse Point 3*

UPDATE: 29/10/2017 ================= Since posting the original review below (rated initially as 1-star), I have been contacted by CEO Simon Currant who has taken the time to explain their position in greater detail and to offer a voucher to the full value of our accommodation in recognition of the mishandling of the situation. This is a very positive outcome and this simple gesture has repaired a total loss of faith in the brand. Since we are yet to experience the accommodation first-hand, a rating is not possible. Once we have stayed at PP I will update this review again and hope that the 3-stars becomes five! TAKE THE MONEY AND RUN! ======================== This is not a review of the accommodation because we were prevented from staying there. It is however a cautionary tale to would-be travellers contemplating making the trip to this remote part of Tasmania in winter or spring when conditions are treacherous. BE WARNED — the hotel has a 'snow policy' which they will enforce without regard to your travel safety. Such was our experience. We got caught in heavy snow en route to Strahan where we were booked for 2 nights before stopping for 1 night at PP and then continuing to Hobart. We were 80km into a 180km drive from Burnie to Strahan in heavy snow when we encountered a multi-vehicle pile-up which blocked the road. Not being in a 4WD we made the decision to turn back. The State Emergency Service closed the road behind us. Having already been to Burnie, Devonport, and Launceston, we decided to keep driving all the way to Hobart via the East coast. I contacted PP on the Sunday of our booking and explained our situation and that while the road from Hobart to PP was open to 4WD vehicles, we didn't want to undertake the journey in what the official government website was describing as hazardous conditions. We were told by PP that because the road was technically open, there would be no refund although they were prepared to contemplate issuing a voucher so we could return at a later date — something we were fully prepared to do. However, the manager informed us he was not authorised to make such a decision and that the matter would be referred up the management chain and that a decision would take 1 WEEK! By the afternoon of the following Friday we still had no decision so we contacted PP. The response was an unsympathetic "no" — rules are rules! So we've lost over $400 for a single night at what I'm sure is a fantastic place. The indifference to customer satisfaction and management's uncompromising stance is breathtakingly arrogant. And BTW, PP will rigidly enforce payment at full rates if you happen to get stranded at the resort as reported by the ABC (search "Pumphouse Point owner tells of ordeal as hotel guests left stuck after Tasmanian snowfall" to locate story). Despite management's claims that this is "normal practice" — it is not! The hotel in Strahan mentioned above immediately refunded our entire accommodation payment — no questions; no quibbles. That's how it should be done — satisfied customer who will return!