Our second stay here during Geelong Week Festival of Sails, and we won’t be returning. We booked accommodation for four nights, and were given what would have to be the worst room in the hotel (room 1). Near the front entrance and kitchen, the moment you stepped in the smell of cigarettes was unbearable for a non smoker. There were holes in the carpet, the bathroom was so old and run down, or the $160 we paid a night, this was 2 star accommodation at best. They shouldn’t be renting out this room at all, or at least reserving it for the last minute 11pm check in guest, not for a returning customer who is staying for 4 nights.
When we told staff we would like to change they said they would first try to air it out (fine – we waited), obviously that didn’t work though so we ended up moving. Room we moved to was much cleaner, however very noisy at night with a seated area next to our room and kids were playing music/drinking there till late.
Upon check out, not only were we not given compensation (I thought we might have been given an upgrade for the trouble in the first instance) but they overcharged us. Although we had explained to the lady at reception upon check in that we only wanted breakfast for 3 out of 4 days, and for 1 person on one of those 3 days, we were charged 2 ppl for 4 mornings. We had to argue our point with a man at check out to get this changed, but still ended up paying for one persons breakfast that we didn’t have. Not worth the fight again.
Cleaning staff were all super lovely.
This is definitely budget, stay here if you just need a room for the night. We didnt leave feeling great about the place though.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Hannah C,
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Thank you for your feedback.
We appreciate your comments regarding the room you stayed in. Yes, some of our rooms have not been renovated and are marketed, priced and sold as a 3 1/2 star rooms. We are in the process of fully renovating these rooms and I am sure the difference will be notable. In the interim these rooms have new beds and curtains and enjoy all the facilities of your other rooms.
It is unfortunate that people still break the law and smoke in hotel rooms. Whilst we tried to reduce the impact on you and avoid a room move this was the only suitable outcome. This option was worked on whilst the room was being attended to as due to our high occupancy levels the move required some reshuffling of a number of guests prior to their arrival to provide you with the best outcome available to us at the time.
Our reception is manned 24 hours to act on any complaints regarding issues created by other guests. I am unaware of any complaints made over this period.
Our Bed & breakfast rates are for the duration of the stay and represent a great saving for our guests. The terms of the discount are that the package is for all guests for all nights. I am sorry if this was not fully explained on check-in. My understanding is the breakfasts you claim not to have had were refunded upon check out.
Again I thank you for your feedback and I will workshop this matter with my team to identify how we could have managed the situation differently to ensure your stay was a positive experience.
Quality Hotel Bayside, Geelong
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.