We love Australia and Australians so please do not let this one blemish color your view of the country! It is extraordinary. My husband and I traveled on our second trip to Australia visiting the Western and Southern portions of the country. In all cases except at Longview Vineyards, we experienced warmth and hospitality. As Canadians we definitely feel a closeness with our friends down under...Longview Vineyards is the exception...
On February 28, 2026, we received confirmation from Longview Vineyards/Booking.com of our reservation for a two-night stay commencing March 15. We had made the reservation from Canada and left an email address and mobile telephone number as contact. We received several messages from Longview Vineyards on the email address confirming our reservation. The international number and email address which Longview and Booking.com were given had worked flawlessly for all accommodations and restaurants across Australia and previously from Canada. It had also worked flawlessly for Longview Vineyards to book the reservation and to communicate with them on an ongoing basis, except for March 15. Fascinating!
On March 15, 2026, we were flying into Adelaide from Perth. We advised Longview Vineyards that we may be late. After two bounce backs, I got a "green" confirmation. The transaction payment for our stay had already been processed on March 11, 2026 and we received a confirmation on the email address provided.
We arrived at Longview Vineyards at ~ 1900 h on March 15, I could not find any paper copy of check in details. I walked around the accommodations and checked all doors. It was locked up tight. I went to the wine sheds at the back and they were also locked up. I phoned three times using the international mobile phone which Longview Vineyards had on file and each time I left a message at the cellar door voice mail where the call was routed. I did not receive any emails from Longview Vineyards or telephone calls. We were extremely disappointed. We drove back to Adelaide staying at the Pullman (a delightful hotel) for the night. The next morning at 0925h at the Pullman I received a message from Longview Vineyards. We were advised via this email that the Longview team could not reach us on the email or international telephone number. We found this to be unbelievable as the message had come into the same email, they stated they could not reach us on, and that we had used to make the reservation and were continuing to use across Australia and the Barossa. We drove out the next morning and spoke to a young woman who did not identify herself. She stuck with the story I am assuming she had emailed to us stating that there was no responsibility or accountability for the situation from the Longview Vineyards team. She offered us a room for Tuesday night as compensation, but I advised her that we already had reservations further up the Barossa for Tuesday night. I was frustrated by the lack of responsibility that Longview Vineyards took for the situation and requested a full refund. The young woman assured me that it would take up to a week as they would have to contact Booking.com.
On March 20, 2026 I was advised by Longview Vineyard, I am assuming by the same young woman that and I quote "While we acknowledge that the situation is unfortunate, it did not occur due to any fault on our part. To dispute your stay or request a refund, we encourage you as advised on Monday to contact booking.com as we are unable to process this on our end."
The last part of this statement is false as the young woman did not advise me to contact booking.com AND that Longview Vineyards would not look after it.
On March 22, 2026 I received a message, again using the same email as always, from Kate Walters, CEO of Longview Vineyards and I quote "the check in times were provided in advance of arrival and it is important that these are taken into account then planning when planning your stay. We do feel there is shared responsibility in how this situation unfolded. That said and in good faith and as gesture of goodwill we are prepared to offer you a 50% refund of the $488.23 you paid, less a commission."
I was requested to provide the SAME credit card which had I had been told by the previous Longview Vineyards staff could not be accessed to process the partial refund. I declined.
I have contacted Booking.com TWICE and received no response except to provide feedback to their customer complaint team on dealing with customer issues.
My husband and I continued our month-long holiday to Australia using the same international phone and email to make reservations at accommodations and restaurants. Both methods of communication worked flawlessly, the outlier was Longview Vineyards.
This experience certainly colored our perception of Longview Vineyards and I would clearly NOT choose Longview Vineyard as an accommodation in the Adelaide Hills or Barossa Valley. read more