The Sebel Pinnacle Valley

Beautiful and convenient location with easy access to nearby Mount Buller.

Upon checking out, the staff charged the cost price room rate to *******, where Trip.com sourced this booking from, to my credit card on file despite that I have made full payment for 2 nights. Accor is the operator for this property and seems like they are rather unprofessional. Instead of cancelling the transaction, they did a refund that obviously will cost me exchange rates differences. I had to spend time on my holiday to reach out to Trip.com, my credit card bank and go back to the property after my day trip to confirmed that the reception at this chalet made a mistake to charge the amount to my credit card instead of the credit card for *******. In the end, despite doing a refund, I incurred about SGD$18 losses due to exchange rates and both the property operator, Accor and Trip.com is not resolving this issue. Prepay at your own risk. I was charged SGD$1,040 for this and Accor was charging AUD$994.90 to ******* for 2 nights stay. It is about $110 profit for Trip.com and/or ******* and issue is not resolved.

Booked this as the reviews were OK and I was working in Mansfield for 4 days. Hold Platinum with ALL and on a pre arrival call the staff member was rude when I asked to check in at 2pm as I had to do 2 zoom calls. Told we DONT do early check in. Rang again the day prior and a helpful male said he would sort it. Arrived 2.20pm and was told rudely check in is 3pm! Explained I had spoken to someone and magically she found my room was ready. Asked if I had stayed previously and said no. Gave me a map for my room and was told nothing else other than I needed to book if I wanted dinner. Room acceptable and I was upgraded, bed fine, pillows cheap. Bottle of wine and note as welcome gift. Arrived back to room at 7pm on Wed and toilet paper had run out. Could not find any spare rolls in bathroom. Rang reception which transferred to an 'offsite reception' and was told that the reception was closed and nothing she could do but perhaps I could visit the restaurant and see if they could help. It was cold, pouring with rain so I thought well there was a box of tissues I could use. Only four tissues left in box and no spare box anywhere. This is meant to be a 4 star property. I was not told reception shut early as the previous night I saw it staffed. Spoke to staff the next morning and was told there was a toilet roll in the wardrobe! Bizarre and surely the off site reception could have told me that. Still no replacement tissue box anywhere. Opened the fridge on the last night to find a cheese plate. Crackers all soft so not sure how I was meant to know that it was there if there was no mention of it anywhere? I had no need to use the fridge. Went to reception 0750 this morning to check out and get breakfast/coffee all locked up. No staff in sight? Not sure why I could not get food at that time considering I had paid for breakfast in my rate. It was the most sub standard ALL property I have ever stayed in. Service appalling and not up to standard.