Stayed at this hotel in September 2012 as part of our honeymoon to Australia. It was my wife's birthday during our stay here. I had ordered a cake for her in advance (several months). On the day of her birthday we had gone out at midday and returned about 9.30pm. When we got back to the room the cake wasn't there, we had no message either to let us know where the cake was. Went down to the front desk and complained. The first person I spoke to was extremely rude and did not apologise for the lack of communication. I asked to speak to the duty manager, Celeste, whom to her credit was extremely apologetic and helpful. We did get upgraded the next night but this whole experience spoilt my stay here. Otherwise it is a very nice hotel. The only downsides are a lack of swimming pool and the walk to the city centre which takes about 15 minutes. We also had a mix up on the final day in that the bell men did not order us the right bus to the airport and so we had to get a taxi to the station which cost us extra expense. Some of the staff here need customer service training!