Guest User
August 8, 2024
We had booked a one-bedroom apartment specifically because it advertised an in-room washing machine and dryer, which I had planned to use at this point in our interstate holiday. Upon entering our allocated room, we discovered that we had instead been given an accessible one-bedroom apartment with no washing machine or dryer. We immediately contacted reception regarding this issue and were informed that our originally allocated room had an electrical maintenance issue. It is quite disappointing that we were not informed of this change at the time of check-in. Instead, we were advised that we could take our laundry to reception or use the shared facilities on level 1.
We had specifically chosen this hotel for the convenience of in-room laundry facilities, and the room change significantly impacted our stay.
Additionally, the bathroom in the room we were given had a constant bad smell, especially when the shower was turned on, and the shower curtain was mouldy along the bottom. This further detracted from our experience.
Days before the booking, I received a pre-check-in form via email to fill in. It showed an accessible room, which I questioned with the hotel but received no response. This indicates that the hotel was aware of the issue before our arrival and did not inform us, which would have been helpful as we could have made other arrangements. Not to mention we were not informed of this during check in, or offered any form of compensation for the room change.
I have contacted the hotel about this twice in the 2 weeks since our stay and have still not received a response. Overall, the lack of communication from this hotel is very disappointing.
