Had booked a "studio" style suite for 8 days. Upon arrival on a Saturday, realised that our room had no window to the outside world, and what would laughably be called a "bathroom" about two square metres in size which was separated from the "studio" by frosted glass panels and frosted glass sliding door, which were somewhat see-through.
In a sentence, no natural light, no fresh air, no bathroom privacy was unacceptable.
Complained about the room to the concierge only to learn that this layout was normal for "studio" suites and anything better would require an upgrade fee. After insisting that the room was inadequate and requesting an upgrade or cancellation, learned that a cancellation within the first 48 hours would forfeit the entire amount paid. Not satisfied, requested to speak to a person in authority only to learn that they would not be available until Monday.
Disappointed and at an impasse with the staff, we persevered until Tuesday when the room became unbearable. Once again complained about the room to concierge but this time was able to upgrade to a "2 bed cosmo" suite for an extra $50/night. After further negotiation managed to get the upgrade for an extra $40/night. This had solved the natural light and bathroom privacy issues, but still no fresh air.
Noted inconsistencies between the contents of the kitchens of the two rooms which I thought would have been standard for all rooms, e.g. first room had a toaster, second room did not; but instead had a saucepan which the first room did not have.
Also noticed that many of the wall fittings in the bathroom look like they are going to come away from the wall at any second, as the wall plugs are visible and the fittings are no longer perpendicular to the wall but at an angle to it.
The positives? The rooms were clean and cleaned daily, including the dishes. Certainly weren't staying in a favela, but expected more from a four star hotel which had been paid well over a thousand dollars for our stay.
Never go by the photos from the hotel website. Instead, look at the photos posted on here or faceboo...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We appreciate you taking the time to comment on your recent stay at Oaks on Collins. We apologise for the disappointment you felt in regards to the room you were originally allocated. When booking a Studio, our guests are informed that the rooms are internal facing with no exterior windows. We apologise if this was not communicated with you correctly upon booking. We do offer some rooms which have bigger bathrooms however these apartments face the back of the building. All of our apartments are supplied with toasters, as your second room did not have one perhaps it was unfortunately due for replacement which should have occurred prior to your checking in. We do hope to have the opportunity to welcome you back again soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.