We had such a lovely experience with Brenda at reception. She was incredibly friendly and welcoming, and when she saw that we were staying with our dog while visiting the vet, she kindly upgraded our room to make us more comfortable. It was such a thoughtful gesture during a stressful time and really meant a lot to us. Thank you, Brenda, for making our stay that little bit easier and more special!
As soon as I arrived, I was asked to pay a $100 security deposit for the room, without this being communicated beforehand. Once I got to the room, I found hair on the floor, a dirty fridge, and a bathroom mirror covered in someone else’s toothpaste. I also discovered that, despite being a four-star hotel, the room is only serviced every four days, meaning that basic supplies are only replenished every four days as well. I do not recommend staying here. The hotel is well located for public transport, but the surrounding area is unpleasant. You’d be better off looking for something cheaper, as it will probably be cleaner and the staff more courteous.
Room was below standard and not overly clean in comparison to a week before when we stayed in a different room. Couch looks tired and dirty, and back cushions are holy and missing buttons. Remote control for TV has flat batteries and no wifi password was provided on checkin. Left over open rubbish ie laundry liquid packet found on top of washing machine and sliding door to outside found open and unlocked. Area is quiet and bed is comfortable.
Very disappointing experience for what is advertised as a 4-star property. I was initially placed in a room on Level 4. The doona was dirty and had what appeared to be pubic hair on it, the pillows smelt like they had been used by someone who hadn't showered, and the bathroom benchtop had not been cleaned properly. I was moved to another room on Level 2. Yesterday, I walked into the room and it smelt terrible, and the overall standard of cleaning was average at best. Today, the room wasn't serviced at all, despite there being no Do Not Disturb sign on the door. When I raised the fact that my room hadn't been serviced, I was offered fresh towels and an apology. Given the cleanliness issues I'd already experienced and the fact I'd already had to change rooms, that response was pretty weak. I expect considerably better cleanliness, housekeeping and service from a 4-star property. Unfortunately, this stay fell well short of that standard.
I recently stayed at this hotel and unfortunately my experience was very inconsistent. Before booking, I spoke with a staff member over the phone who was friendly, knowledgeable, and answered my questions well, which gave me confidence to make the booking. However, after booking I never received a confirmation email. The day before my stay I called the hotel and the first staff member I spoke with was not very helpful. She did not introduce herself, initially told me there was no booking under my name, and after I provided my booking number, placed me on hold for about 30 seconds before telling me to call back when I had the booking number ready—even though I had already given it to her. I called back immediately and spoke with another staff member who was much more professional and was able to locate and confirm my booking within minutes. Only after this call was my confirmation email finally sent. Check-in was disappointing. Although I had already paid for my accommodation in full, I was informed of a $100 security bond that had not been clearly communicated during the booking process or in my confirmation email. I politely asked the receptionist if he could show me where this information was on the hotel's website, but instead of assisting, he told me to sit down and find it myself. I found this response dismissive and unprofessional. He also advised that I could not check in without paying the bond and told me it would be refunded the next day. The room itself was comfortable and generally clean, but I found some kitchen utensils that were still dirty, which is below the standard I would expect. The hotel facilities, including the gym, were adequate but nothing particularly memorable. Later that evening I tried calling reception six times during operating hours with no answer. 10 minutes later I went downstairs and found the same receptionist sitting at the front desk using his phone, laughing and giggling. He only noticed me after a few seconds. He was able to provide the items I requested and told me that if I required anything else I should simply call reception. I explained that I had already tried calling multiple times without success, but this concern was dismissed. Seeing the receptionist occupied on his phone made it difficult not to question why my calls had gone unanswered. Check-out was straightforward, but when I asked about the security bond refund, another staff member advised it would take 3–5 business days, which contradicted the information I had been given at check-in. This lack of consistency added to the overall frustration. I hope management will acknowledge the concerns I've raised and take them very seriously. While I understand that no hotel experience is perfect, I believe the issues I encountered caused unnecessary discomfort and could have been avoided with better communication and customer service. I would appreciate receiving an email response acknowledging my feedback, outlining any actions that will be taken to address these concerns, and confirming that this feedback has been shared with the relevant team members. Overall, the room itself was comfortable, but the inconsistent customer service, poor communication, unanswered phone calls, dirty utensils, and lack of professionalism from some staff significantly affected my experiences. Rating: 1/5 stars. Unfortunately, I would not recommend staying here based on my experience.
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