I chose this property purely on its ranking as No 1 on TripAdvisor in Brisbane and stayed here for 1 night early August 2013. I was after something extra special as it was for our Wedding night. First and foremost I thank Sarah the Front Office Supervisor, she was amazing and very helpful and considerate towards my needs. As I was organising this from afar, my dealings initially with Sarah were predominantly through email and phone as she was not working the day of our stay. I had booked and stayed in the Terrace suite as from the photos it looked lovely. As stated this was for our Wedding night so I wanted it to be special and memorable. We arrived late in the evening after our reception and although no staff were onsite Sarah had explained the procedure to gain access to our room.
Firstly the Pros, excellent pre arrival service from Sarah, nice central location, tasty breakfast and very comfortable bed. Overall it was mostly a pleasant stay.
Now the Cons, although we had the Terrace suite which has its own exclusive balcony away from other guests, it is by no means discreet or private, it does face the street so anyone walking past can look in. We decided to have breakfast here the morning after our wedding. Directly adjacent to our balcony were other visitors (within 2m separated by a timber slat which you could see through), I believe they were not guests staying at the hotel but were there just to have breakfast. The slats were not private and they could see directly into our balcony which was both intimidating and uncomfortable, we were in our robes and changed as a result as we could not relax from their constant stares. We could also hear their conversations quite loudly from our room as if they were sitting on our balcony, so again not very secluded or private in any way at all. The size of the room was also very small for the price. As a suite I was expecting more but it felt a little cramped and awkward. My wife ended up laying her wedding dress on the floor as their was nowhere suitable to hang it. Finally, checkout seemed chaotic and rushed and under staffed. The dining room was extremely busy with most staff attending to the needs of other guests first, rather than us and we had to wait for a very long time to be served. Checkout was rushed and very impersonal, they did not even ask if we had enjoyed our stay and if everything was ok! We were offered no assistance with our luggage, not even to help open a door when we left. Overall I felt a little disappointed considering what I paid to stay in the Terrace suite which wasn't cheap. I did not make a scene as I did not want to upset my wife as it was a surprise to her. Significant improvement needs to be made in this area and although busy service should have been far better than what it was at checkout. Maybe we were just unlucky on this occasion as most of the other reviews are very favorable. However it was such a shame that all the tremendous effort by Sarah was undermined so much so that I would think twice before staying here again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your feedback. We take all feedback on board to ensure we do all we can so that you enjoy your journey and experience every time. Because of your feedback I got in touch with our design team to make a special blind to fit on your private terrace so that you can enjoy your breakfast in your robes on your next visit. Thank you for taking the time to talk with Sarah after your feedback on TripAdvisor and share your thoughts. All of the best for you and your wife and please come and say hi on your next visit. There is something special for you and your wife in the post and we hope that it can bring something special to you in the future.
Willie Smuts & Team Balfour
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.