Expectations were high however felt extremely let down!
We stayed at The Olsen in October, 2013. We had a Red Balloon voucher and used it for one night accommodation and breakfast.
We had stayed at The Cullen and a few friends had stayed at The Olsen previously. We were impressed in the past so our expectations were high. Unfortunately this time around we were not impressed and in the end we could not wait to get home!
Before I continue with the review, I have to make the point that the staff were fantastic at the reception. Every issue and problem we had and told them about was resolved immediately. They were friendly, apologetic and courteous. For this I could not fault them and appreciated the effort they went to in an attempt to improve our stay. Unfortunately it is not all about the customer service. It helped make it less of a disaster and I commend them for that, but overall we were disappointed.
Below I will list all the issues we had with a small comment for each.
There were no tissues in the room. Normally you would find a box of tissues in the main room or in the bathroom. We looked everywhere. Every cupboard and every draw. Nothing. Trivial I know but this is a simple thing and it’s the little things that count.
The balcony had a small table and two wicker chairs. One of the chairs had a piece of broken glass wedged between the woven material in the seat. Had I not seen it before sitting down it would not have been a nice experience. I removed the piece of glass and it was a few centimetres long. While on the topic of the balcony, it was full of cigarette butts. Perhaps from a previous occupant? The cleaners need to pay more attention and take more care when assessing the cleanliness of the room and ensure this is not limited to only the room.
Again on the topic of cleanliness, the room was full of long, blonde hair. On the bed, all over the bathroom, and on the carpet. The carpet I understand as it is hard to see. The bed and the bathroom were obvious and disgusting. The last thing I want to do is sleep on a bed with someone else’s hair on it. Likewise for the bathroom. It makes you wonder how much effort and time actually went into the cleaning of the room.
The shower was dirty and looked like it had not been cleaned well for a long time and the build of grime had started to show. I am not sure how or when it was last cleaned properly however we did not want to use it. We left without using it and showered at home. Luckily it was an overnight stay and this was possible. Had it been longer it would have been quite upsetting and disappointing.
The mini bar in the kitchenette had a peanut packet already open, half full and spilt onto kitchenette. I called and asked for it to be removed and replaced. They claimed that I opened and ate it and wanted a new bag. One thing you don’t do is accuse your customers!
The bed is important. You probably spend more time there in the room than anywhere else. The doona had no cover. It was simply a sheet, doona and then sheet. Doonas are not pretty. They are meant to keep you warm. A simple cover which is the standard for every bed one would have thought was not there. I don’t think I have ever seen a doona without a cover.
Hanging on the door knob on the inside was a breakfast menu. You fill it out and hang it outside your room door by a certain time to order breakfast in your room. The one in our room was already filled out by a previous guest and dated June 2013, four months prior.
We had breakfast at Spoon Bill. The food was really nice and I was impressed. I had the corn and zucchini fritters with poached egg. One of the nicest breakfasts I have ever had. The coffee was terrible though. The food took a while to come out but it was worth the wait it was that nice. One thing that stood out and the impression that is left with me was the staff. They were not friendly and seemed like they didn’t want to be there. The last thing you want when dining somewhere is the moody staff.
Finally at check out, the person at reception tried to charge me for the room and the breakfast despite using a Red Balloon voucher when checking in which included the room and breakfast as part of the package. They asked me for the voucher which I gave them when checking in. They eventually found it and corrected the bill.
After all that, we were charged an additional fee because when we checked in we asked for a room with a balcony. I was happy to pay for that since the voucher did not include this type of room as it was an upgrade; however after everything that we experienced you would think it would be waived.
It was time to go home and we asked for our car from valet. I was given a parking ticket and told where to collect my car from. Dude…where’s my car?!?!?! You parked in valet; you bring it back to me! I told the staff member at reception that it was in valet and another staff member kindly brought it to the front of the hotel.
Once again I need to stress that despite all the issues and the disappointment of the experience, the staff were friendly and did make attempts to improve our stay. Just a few lessons that need to be learnt and management should focus on these to ensure that every customer is not only a satisfied one, but also a return one.
Perhaps rather than 8 art books in the room, concentrate and focus on a clean room, then all the little gimmicks and extras can come.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time in writing an informative review about your recent experience whilst staying with us at the Olsen Hotel. Our hotel General Manager, Mr Lee Davey, would like you to contact him, to discuss your comments further.
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We look forward to speaking with you soon.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.