Oaks Lake Crackenback Resort

I've stayed here before and wanted to share how this visit went. Since management changed from Novotel to OAKS, the atmosphere has improved noticeably. The service was already good, but now the staff seem friendlier and more flexible, and I felt at home during my stay. I have a few suggestions because I care about this resort. It would be great to add an Asian dining option, perhaps Thai, to broaden the cuisine and help build guest loyalty and satisfaction. The Italian restaurant is also very good. CUISINE's dinner is still high quality, but its menu seems simpler than it used to be. For guests staying several nights, the choices can get repetitive, so I'd suggest bringing back more variety and adding more dinner nights, giving people fresh options each day. It may also help to build a fuller database for loyal guests. Since you have our email addresses, sending returning customers exclusive discounts or invitations to special events could encourage them to come back. Thanks for your dedication. I look forward to returning soon.

The rooms were well furnished, the staff very helpful, and the location is perfect for getting to Thredbo. The lake views were breathtaking, especially after midnight. Look up and there are thousands of stars! I took these photos at night and couldn't believe what I could see. Deer roam around at night too, if you're lucky enough to spot them.

The room we received didn't match the listing or what I'd paid for. I'd booked a two-bedroom, two-bathroom property with either two king beds or one king and two singles. Instead, there were two small bedrooms, no king bed, and one bathroom plus a separate toilet. The main bedroom was locked, and I was told it wasn't part of the rental. I raised this at check-in on Friday 3 April 2026. The duty manager agreed that a bathroom and separate toilet aren't the same as two bathrooms, and acknowledged that the only other available option was two to three categories below what I'd booked. It was Easter weekend in a remote area, and I'd travelled from Queensland, so leaving to find somewhere else wasn't practical. I was told the General Manager would contact me, but that never happened. After checkout I had to chase it up myself, and was offered $300 back on a $2,000 stay. That wasn't close to adequate given how materially different the accommodation was from its description. The inaccurate room details and poor complaint response made this especially frustrating. I wouldn't have booked if the actual bed and bathroom setup had been disclosed. Future guests should get the exact layout confirmed in writing before booking.

The staff were outstanding, so friendly and helpful. When I lost my car keys in the snow the day before we were due to leave, they went above and beyond to help. They turned what could have been a nightmare into something much more bearable, and I'll always be grateful for their kindness and support. We had a lovely, clean and tidy two-bedroom, two-bathroom lakeview apartment right over the lake, with stunning views, a fireplace, balcony, full kitchen and laundry. The resort has restaurants, ski hire, a convenience store with bottle shop, spa, indoor pool, gym and plenty of free activities for the kids. It's also a fantastic location, just two minutes from the Ski Tube, with a shuttle from the resort. Highly recommend. We'll definitely be back.