Zig Zag Lithgow - Vale Of Clwydd

One of the worst customer service experiences we’ve had in our life glad we only stayed one night. First of all we made a reservation at the on site restaurant (Frankie's) for dinner on the night of our stay. On the day of our reservation, the hotel spam called three times in a row because we did not respond to a text message asking us to confirm our reservation. Fair enough if you want a confirmation but there is absolutely no need to spam call without leaving any voice messages at all. I’m sure anyone can agree that in this day and age we don’t tend to answer calls from unknown landlines as they tend to be scam callers. I would advise if your intended recipient does not answer the first time, just leave a voice message and ask them to call back simple. Not every single person can drop everything in that moment to answer a phone call/reply to a text. Since you are operating as a motel, you should understand that it is highly likely your guests are travelling during the day (like us). When returning the restaurant's call, the receptionist spoke with an extremely hostile tone, seemingly schooling us for not responding to their attempts to confirm our reservation what a great first impression even before arriving! When we arrived at the motel to check in, there was only one person in front of us in line and we watched the receptionist check them in. We were then left waiting while the receptionist chose to answer a phone call, which sounded like taking a restaurant reservation, instead of serving our group who were standing right in front of the reception desk very noticeable group of people and obviously waiting. A second receptionist later stepped out and another person had joined the queue after us. The second receptionist asked who was first to be served, learnt that we were checking in and the person behind us was picking up takeaway and asked if she could serve the other customer first as it was going to be “easier”. What was the point of asking who’s first then? Of course we ended up waiting even longer priorities, am I right? Furthermore when we had dinner at Frankie's, we were served by a waitress with horrific customer service skills. Wish they were wearing name tags because we would’ve complained about her directly to the manager an older lady with shorter red hair and black glasses. She was EXTREMELY rough when handling the dishes and cutlery when clearing our table. As she was clearing the table, she got a little bit of gravy on her hands and dropped the stack of plates on our table, without saying a word, and went to clean her hands. She also cleared one of our dishes, which very obviously still had food in it, WITHOUT even asking if we had finished (and FYI, no we hadn’t finished). When we asked for a second bottle of table water, she simply walked past and dropped it on our table and walked off, again without a word. Extremely poor customer service which ruined our night at the restaurant. Will never return to this motel and restaurant again.

Rooms were clean and tidy and not too dated. Convenient location near the Lithgow CBD. Very little road traffic noise. Food drinks: Great restaurant with everything you would want. Bar, different seating arrangements, good food and service. Rooms: 4 Service: 5 Location: 5 Hotel highlights: Quiet

Clean well-appointed rooms friendly helpful staff. The restaurant is amazing. Rooms: 5 Service: 5 Location: 4

I never will understand why reception got a copy of my credit card. I have paid it full thro Wotif website one day before. 5 years traveliing in NSW, first time this is happening. So I just blocked my card and replace with a new one for future safety. I would not recommend this place. Better to search more and get another place. Thank you. Rooms: 2 Service: 2 Location: 1

Booked an apartment, got upgraded to a 2 bedroom apartment, heaps of room with kitchen and laundry. Nearby activities: Plenty of places to visit around town Rooms: 5 Service: 5 Location: 5 Hotel highlights: Great view, Quiet, Great value