Glen Helen Homestead Lodge an outback oasis...
Glen Helen Homestead Lodge
an outback
oasis...

Managing Customer Expectations For Glen Helen

124

I thought it was timely to write a post about the old chestnut: Reviews and how to manage them.

Most hotels must work with Trip Advisor in receiving reviews and responding to them. We find from conversations with our visitors that many people read reviews and interestingly many take special note of the responses we make to our reviews. Recently I have been complimented on the quality of my responses which is much appreciated, as I put a lot of thought into them.

Glen Helen attracts a tremendously wide range of opinion, from absolutely terrible ‘Should be bulldozed’ to absolutely wonderful ‘The best place we stayed at in Australia’! I think we have this variety because guests approach us from several levels.

Some look only at room standard and facilities, and compare directly with other hotels, including city hotels and find poor value and standard. After all they could book a basic backpacker room in a capital city for half what they pay for our rooms! This of course is true, but you need to compare apples with apples! We are very remote so that automatically raises the price before room standard is taken into account.

Some look at the overall rustic appearance of Glen Helen. Many feel it compares poorly to a modern property, while others celebrate the difference!

And some simply relax into the property, getting the feel of the close proximity of the magnificent scenery, the peaceful atmosphere as you sit on the veranda with a drink in hand, watching the herons fishing, and the great fun of our evening entertainment and delight of our gourmet meals.

Love us or hate us, we want you all to know we work hard to make every single guest welcome, from cleaning the simple rooms as well as we can, to introducing our guests to the location, keeping lawns green, helping travellers with their queries and challenges, informing them about the region and providing the best food and wine experience we can!

So please, if you are not happy while you are here, give us the chance to make you happy by letting us know. This is much better than going away and writing a review full of negatives, when most issues can be resolved satisfactorily during your stay. Learn why things are as they are, and get to know us a little.

And very importantly we are reverting soon to the original name of the accommodation at Glen Helen, the Glen Helen Homestead Lodge. With this change we hope to better reflect the Guest House feel we aim to generate, and escape from the wrong expectations and impressions the word Resort creates. This change should be completed by the start of our 2015 season, 1st April 2015, by which time we should have new signs, new names on this website, and hopefully happy customers!

This post was prompted by a lovely email I received this week from Sarah and Graham, who gave us permission to publish their experience at Glen Helen, which was really lovely to hear.

Thanks to all our wonderful guests who flow through our home, each week, month and year, some returning repeatedly

Shelagh O’Brien

“Hello Glen Helen, We had the pleasure of staying at Glen Helen on Saturday 16th August this year. After a bone-rattling journey from King’s Canyon on the Mereenie Loop road, we arrived at Glen Helen late in the afternoon. We opted for the bunkhouse accommodation and spent a comfortable and WARM night after a very cold campout at Yulara the previous night. Heaven! Sure, it was basic but we loved it! The entertainment was an unexpected treat with the amazing talent of Chris Aronsten. What a man! As well as singing and playing a host of different instruments, he gave a few lessons on the spoons, taught a bit of folk dancing and by the end of the night he had cobbled together a pretty darned good “choir” to help him sing Leonard Cohen’s “Hallelujah”. What a joy! We had such a good time. Thanks for that! The next morning I was ‘honoured’ to have G the galah sit on my shoulder and give me some quality time……..she must have known that I’d had a pet galah when I was young! We only spent one night as we were limited with time but we enjoyed it immensely. Thanks to the patient staff who looked after these two weary travellers on our arrival. I have read a couple of negative reviews about the outback conditions and I can only say to those reviewers that if they do find outback conditions in the Outback (well, duh!), deal with it and move on….or stay in the towns!

Thanks again and regards, Sarah and Graham, Loxton, S.A.”

Testimonial3

We arrived from the west, so the place felt like the middle of nowhere, but really it is only 45 minutes easy drive from Alice Springs. The staff were friendly and helpful; the room was cozy but small and not real flash, however this is an unpretentious place and the value was there. We were amazed to find a terrific restaurant here and had a fabulous meal which would be worth driving out from Alice for, even if you weren’t staying over. Thoroughly recommended. PS Please ask the tour bus operators not to de-stone their dual wheels in front of the bowser!

A friendly oasis

2015-05-22T10:49:48+00:00

A friendly oasis

We arrived from the west, so the place felt like the middle of nowhere, but really it is only 45 minutes easy drive from Alice Springs. The staff were friendly and helpful; the room was cozy but small and not real flash, however this is an unpretentious place and the value was there. We were View Full →

Testimonial4

Just a quick e-mail to say how much we enjoyed our recent stay at Glen Helen, such a stunning location, friendly atmosphere, super service and great food – and accommodation, while as advised was basic, we found it spotlessly clean and all we really needed was there for an overnight stop. The highlight was the Ormiston Gorge Helicopter flight, just jaw droppingly beautiful – I think the pilot thought our microphones weren’t working, when in fact we were just speechless!

Jaw droppingly Beautiful

2015-05-22T10:50:57+00:00

Jaw droppingly Beautiful

Just a quick e-mail to say how much we enjoyed our recent stay at Glen Helen, such a stunning location, friendly atmosphere, super service and great food – and accommodation, while as advised was basic, we found it spotlessly clean and all we really needed was there for an overnight stop. The highlight was the View Full →

Testimonial1

Of all the places we stayed during our one week trip around Alice Springs this is the only place I would love to go back to. I do not care that there is no television, no air con and pretty simple accommodation. The atmosphere is lovely and personal, there was a roaring fire and live music in the evening, a toy box in the reception area for children, old books and magazines and after days of eating over priced chewy pizzas the restaurant was like arriving in heaven! Proof that you can have nice food in a remote location – we were looking forward to dinner every night and enjoyed kangaroo, camel sausages and crocodile spring rolls matched with great Aussie wines. It was the one place we would have loved to have stayed longer – the images speak for themselves. Will be back for sure.

Loved it – great food in the outback!!!

2015-05-12T10:06:47+00:00

Loved it – great food in the outback!!!

Of all the places we stayed during our one week trip around Alice Springs this is the only place I would love to go back to. I do not care that there is no television, no air con and pretty simple accommodation. The atmosphere is lovely and personal, there was a roaring fire and live View Full →

Testimonia2

Glen Helen Resort was one of our stops on our travels through the Outback. all hotels were pre-arranged and we didn’t really now what to expect. Glen Helen Resort was out first Outback stop along the red centre way, and provided us with a with a real outback feeling. The Resort is very simple, the rooms small and cozy, but very clean and the staff were really friendly and kind. The evening meal was superb, the music in the evening was very fitting and could be enjoyed outside on the patio as well. The sandwiches we got the next day to take with us were the best sandwiches we had all trip. All in all avery simple but very nice and authentic resort.

Authentic Outback

2015-05-12T10:07:21+00:00

Authentic Outback

Glen Helen Resort was one of our stops on our travels through the Outback. all hotels were pre-arranged and we didn’t really now what to expect. Glen Helen Resort was out first Outback stop along the red centre way, and provided us with a with a real outback feeling. The Resort is very simple, the View Full →