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Today we booked into a hotel where the paint is barely dry on the walls – the Citigate Mt Panorama, Bathurst the only hotel on the famous Mt Panorama motor race circuit.

We found them using a standby website – picking up a great rate for an executive room complete with spa and view over Conrod Straight.

So what have they done right (and bits to work on)?  The booking system drops you straight from the hotel switch to the standard Mirvac call centre. This call centre has all the warmth & charm of a Telstra call centre. Be prepared to wait (a long time) before speaking with a human. Yes, they did efficiently take our booking – but with all the warmth of an internal surgical exam.

We weren’t offered directions to the place (not helpful when the place is still not on most maps), so followed the signs to Mt Panorama and figured we would work it out.

Well as I headed along the starting grid,  this seemed a bit naive. We then did the Mt Panorama circuit at a very sedate pace – with the kids laughing at my Sunday drive speed. The kids obviously watch more car racing than I do, because they told me we needed to go through the Essess and down the hill before we would get to Conrod Straight.

Needless to say the hotel is not signed as yet – with zero directional signage to the entry. We were about to head around the mountain again when the kids spotted a track behind the motor museum. Yep – this track was the way to the hotel. (Note to new businesses – if you are open for business and about to be descended upon by literally tens of thousands of cars, you may want to signpost your business).

The reception lady was very friendly, warm and a lovely person – but excrutiatingly slow.  Great when  you only have a few guests but… Yes, speed comes with confidence and experience – build enough training into all new launches to build speed (Speaking from experience here – I opened a 500 employee retail store from scratch that took over $1mill in sales on the opening day. You need to get it right from day one).

Of course our booking had not been notified to the hotel by the call centre. If you have a central system taking your bookings, make sure the computers talk.

We were given a quick run down on the features of the hotel and headed to our room. We have an executive suit with spa. The room is large and well appointed. Brilliant kitchen so you can self cater if you choose & great spa.  The balcony has front row seats to the races.

The only niggles – the on-screen hotel info was very sketchy and missed most essentials (like the location of the gym, restaurant etc). Getting our second bed made up took 1 1/2 hours – not exactly speedy.

However the room service menu was a surprise with a solid range of meals at the same prices as the restaurant (and super fast delivery). The pool was still being finished, but the gym has 4 state of the art pieces to keep you busy.

A few other minor niggles – there are no bedside lamps to read with, and when you want to turn off the lights you have to hop out of bed and cross the room as there is no main light switch by the bed. That said the smoke alarms above the beds flash bright green LED twice every 5 seconds (yes I counted them) so unless you wear an eye mask to bed you feel like you are in a disco all night. (A bit TOO bright guys!)

On a plus the motel is well sound-proofed and the rooms are very quiet.

So, if you are a rev head and heading up to Mt Panorama you may want to book trackside. Once these teething issues are sorted, it will be a great place to stay. If you are not in the market for a hotel stay, but are going to launch a new business, take the lessons from the Citigate.

Until next time

Ingrid Cliff

We put your business into words

Heart Harmony – Freelance Writer