Arriving on the airport train, I walked down to the hotel, which is well located. The check-in happened as follows:
"I'm here to check in."
"You've already checked in Mr ........"
"No, that's not possible, I've only just arrived." Some hurried typing...
"We seem to have checked someone else into your room, because you're both with the same organisation, Griffith University."
"But I'm not with Griffith University."
"Well we will just check him out, clean the room, and there you can...."
"No, I don't want to wait for that, can you find me another room?" More typing...
I go up to the room, put the card in the door, and find a man in the bed who yelled, and so did I, apologised and ran out of the room. I went back down to the lobby where the flustered staff had already realised the mistake. I asked to speak to the manager and received an apology. I think for this sort of mistake there should be some sort of compensation because I won't be using this hotel again.
Apart from that the room was ok, no bath, bed was comfortable. One window latch was broken so the window did not shut properly, and there was a lot of street noise. The breakfast was average, the coffee from the machine was the worst I have ever drunk, burnt and bitter.
So Mantra Brisbane, unless you do something other than a desperate apology, I won't be back.
Try not to get the room with a man already in it
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for posting your comment regarding your recent stay with us and I apologise that you did not receive our usual fantastic level of service. We have been trying to contact you both during your stay and after you departed to again offer our apologies and to discuss further.
Unfortunately two guests with the same surname was the original source of the problem and our team realised their error too late to stop what occurred.
We will try again to contact you today and we look forward to working through this so that your next stay with us is at its usual high standard.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.