Cumberland Resort & Spa

We recently spent a week at Cumberland. We were upgraded to the 4 bedroom 3 bathroom unit so had heaps of room. The decor needs some paint on trim etc but otherwise the unit was clean and comfortable. Operations Manager Tima is a gem and a real asset to the resort. Nothing was too much trouble for her. The resort is easy walking distance to cafes, clubs and shops. We ended up eating most nights at the nearby RSL club where the food was good and reasonably priced. Had to laugh at our morning wakeup call, a nearby rooster! An enjoyable stay. Tom & Judy Lyons

Hotel stuck a tour cancellation fee to us after failing to check if we wanted to participate. Perhaps we should have discussed with the property but equally we had been in house for 6 nights during which time they had opportunity to approach or double check with us when we arrived. We are deeply disappointed and would like to warn any potential travellers of their under hand behaviour.

We booked the package for Norfolk Island for 7 nights. This included staying at a ‘4 star’ accommodation called Cumberland Resort & Spa. Our initial impressions were not good. We arrived at our unit which had been described as an Executive Spa Villa. It was not what we expected. Were our expectations too high? I think not as we’ve stayed in many accommodations that are 4 star and this at best was 2. The toilet flush was broken …this was fixed straight away by the owner getting a plumber in. The accommodation was tired looking, appliances showing wear and tear …I couldn’t read the oven dials as they were so faded. The extractor fan didn’t work. Labels on the bin were faded so you couldn’t tell what you were supposed to put in them. The walls and doors all need a lick of paint. The furniture was dated and we had a wobbly coffee table! The shower wasn’t the cleanest looking and all over it looked like it hadn’t been maintained well. Then we were shown the hire car …this was an embarrassment…it was 19 years old and had many scratches and dents on it and it looked awful and the interior was dirty. Based on what I’d paid for the package I was expecting a newer model. We certainly didn’t pay budget prices for this package! The owner was notified and seemed mortified and shocked but in hindsight and further research this wouldn’t be news to him based on some TripAdvisor reviews! He was very defensive and insisted that it was ‘4 star’ and that it had good ratings. Also the excuse for many things was the lack of rain and everyone was experiencing drought conditions. This has nothing to do with what we had observed. The gardens were very scruffy and you could see many structures that needed attention …fencing, pool gate etc! You couldn’t see the outside shower head near the pool as vegetation had taken over. The pool and spa area were scruffy with torn seats and old furniture. A faded tarpaulin covered the pool which you were to roll back yourself! I had a look underneath but there were black marks all over the bottom (doesn’t look at all like the photo) and the dials and jets were rusty looking… not inviting at all. I never saw anyone use that area. The gate was a big concern as it was left off the latch. Yes there is a sign to close the gate but clearly that is not checked. We had to lift the gate up (heavy) for it to engage in the latch. That badly needs attention. Anyway we complained to our travel agents Traveldream and they informed the owner. He spoke to us and offered us an upgrade to a romantic spa villa. This was an improvement but again issues …the shower(only hot water almost scalded ourselves) and no plug for the spa bath. We put up with it as didn’t want to keep complaining. The microwave oven is up too high and dangerous at that level to take hot food in and out. We were offered for the last 2 nights ‘The White House’ which is 4kms away. This is more 4 star and some of the photos from that are used to advertise the ‘resort’ in the town

It is interesting to read the reviews of this accommodation. Some love it, others not so keen. I had visions of a 4 star resort and instead found a tired, unloved property. At least that was the way the unit was that we stayed in. Not reflected on the website which may include views from another property that the owner runs. When I asked about daily servicing I was told that was not possible due to the shortage of water on the island. This was a little unusual because this facility had spa baths which I could have used everyday, but chose not to. Clearly stated in the unit was a notice saying "Speak to us" this was instead of complaining on line after the event. I did this and was met, initially, with an offhand attitude although to be fair the matters I spoke of were rectified. I have pictures to share which back up my claims. So the heated towel rail (pictured below) which was there so you could dry your towels rather than request clean ones, would barely hold one towel. And be prepared to empty your own rubbish bins. Never had to that before and I have been to Norfolk six times. To present a rental car with torn seat covers was not acceptable - they were replaced when I drew it to the owner's attention but the replacements didn't fit the seats. The cracked edging around the bath (see picture) the rusty clothes rack to hang your washing on (see picture) and the loose internal door handle (see picture) are just some of the issues that you wouldn't expect in a 4 star property. Added to that was the most uncomfortable couch to sit on. I was disappointed. I was impressed with the fact that the owner replaced the faulty dishwasher when asked. I have stayed in 4 star and 5 star accommodation and my expectations were not over inflated. Just do your research before considering this property. The owner wants to sell it and seems to have lost heart.

We had such a beautiful stay at Cumberland Resort and Spa. Tima and her team are super accommodating. Helped us book multiple tours before we even flew over. Some first morning breakfast was supplied which was super helpful before the Island Orientation tour. 11 people were in our group and we all had an incredible time. Close enough to town that you could walk if you wanted but the cars are helpful to get elsewhere! Thank you Tima!

Our stay of 9 days was great. Cumberland is well located along from the main part of town but not too close to be noisy. The suite we had was fine, with lots of additional extras included. We didn’t use the oven but the cooktop was fine. The fridge is equipped with some goodies to start you off, there’s a dishwasher too. Our suite had a private outdoor area. Being at this location there are no water views. Tema the Manager is so helpful and obliging and we had massages with Meme on day 2 which were sensational. All the staff were friendly and up for a quick chat. We had use of a car for several days while here and that also was fuss free. The suite was clean, bed comfortable, plenty of hot water for good showers. Cumberland is not The Ritz but it’s pretty good! Being August we didn’t use the spa or other facilities. We borrowed a picnic basket, and Tema also provided a thermos and picnic blanket. Service is excellent.