I am loathed to write a negative review about anything. But sadly, there were too many issues with this hotel. I preface my criticism with the acknowledgement that the room itself was lovely. The TV however hardly work and the air con made an awful rattling sound. A few dishes weren't washed, and put back in the cupboard. But I was happy to overlook this. I found myself needing to 'order in' a number of times. Dinner: I called the restaurant a few times but no one picked up. I ended up calling reception who put me through to order. I asked the young waitress some questions about the menu but she literally couldn't recommend one thing. Before I knew it, she put me through to the chef to answer my questions. To my surprise, even HE couldn't tell me what was nice on the menu. I had to ask whether these people actually worked for the hotel? If it wasn't so bad it would be funny. All conversations seemed very rushed, impatient and at one stage the waitress began having two conversations at once - one with a customer obviously standing before her, and one with me. I realised she was busy and just ordered the Chicken Parma for around 8pm as I had to go out of the hotel before hand. It was more than enough time. It was, by far, the WORST meal I've ever had. When it didn't arrive by 8:15pm I called down again. The same girl answered and said she thought I meant for the kitchen to 'start cooking' at 8! I asked how much longer it would take. She replied "oh we can have it done in 3 minutes". That made me suss. Besides the little black ant that ran out of my salad (yes it died soon after), the chicken was huge, hard, dry and consisted more of crumbing than bird. The tomato sauce was just that - tomato sauce from the bottle and the ham and cheese was dripping in oil. The worse thing was the smell. The dish did not smell right. It could have come from the garbage bin. In the days ahead, ordering room service was unavoidable. But basic items like toasted sandwiches were flattened like pancakes with too much cheese and a small scattering of ham - all which were cold. The continental breakfast ($17) was for a yoghurt, bowl of fruit which consisted of a few pieces of honey dew, pineapple and rockmelon - all of which weren't ripe, one cereal box, two pieces of bread and a juice. Sounds like a lot but this basic food was completely tasteless and ordinary. The fruit was hard as rocks. Little did I realise that all in-room dining incurred a fee of $4 for delivery. Absolutely not worth the money. The icing on the cake was an issue with the trundle bed. I asked to hire it around 5pm Thursday night. I was told by the desk that this was not possible because of OH&S reasons. It was explained to me that taking the trundle up two flights of stairs (the hotel lacks a lift) was against hotel policy. I asked where and when would I have been told that I could never order this trundle? There was never any mention online or in my room that level 1 rooms weren't able to hire this. I didn't get an answer, only to say that it takes many housekeepers to deliver this and now they've all gone home. I was confused. I wasn't sure what the reason was. Was it because it was dangerous or because there weren't any housekeepers around to carry it up? They suggested I book another room with a $30 discount (which would come to $130). It wasn't really prepared to pay for that, when a trundle was $55. Also, the reason relatives were stay, was for a family funeral. We all wanted to be together and one happened to be elderly. I didn't see the point staying separately. Eventually staff around the desk agreed they'd carry the trundle up themselves and I was extremely grateful for this. I do not understand their original explanation. It all tied into a weird stay. The reception staff were lovely. A little inflexible but nice enough. And despite the food, both the chef and the waitress were actually quite sweet. It just sounds like a complete schmozzle and they were very disorganised. But I simply can not go past the food. A trip down to the 7-11 would have been better for my health and stress levels. Sadly, it's why I felt compelled to write on TripAdvisor.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear AllyG,Thanks for posting your review on TripAdvisor.First of all I would like to apologise for the standard of service you have received during your stay. I was particularly disappointed to hear about the problem you encountered with our food and Beverage department . I have filtered your feedback to our Food and Beverage Manager regarding such inappropriate behaviour. My team and I strive to deliver an exceptional guest experience and please be assured this is not the high level of service we take pride in.
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I welcome you to contact me on 03 85068888 to discuss your complaint further.
I look forward to hear from you soon.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.