After traveling from Cairns to Brisbane, our third stop was this motel, a two night respite. The motel was dirty, the air conditioner overly noisy, and the shower weak. But worse of all, after returning from a full day tour of Fraser Island, the room was untouched. Dirty coffee cups, no beds made, towels arranged or straightened, wastebaskets emptied, absolutely nothing. OK, so the housekeepers made a mistake right? It happens. So, my wife goes to the office to inquire about the mishap, and what does she hear from the “New Management” (signs everywhere)? “We’re not a 5 star hotel like you’re used to...Waddya want”?
He was obstinate and nasty, with absolutely no regard for his customers. I would strongly recommend avoiding this dump. My travel agent is gonna hear about it as well.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 8, 2013
Good morning Motorrader,
Report response as inappropriate
Firstly I would like to thank you for your review on Trip Advisor as I am very familiar with the conversation that I had with your wife.
Your wife came to see me after a long day on Fraser Island and I understand that she was feeling tired which may have explained her temperament at the time.
It was unfortunate that your room wasn’t fully serviced on this day however as explained to your wife the following which was left out of your review:
a) When personal items are left on the beds, it is our policy that we DO NOT TOUCH the items, hence is why your beds weren’t made up.
b) There is signage in your ensuite which clearly states our policy to conserve water usage and we ask guests to hang their towels on the rail if they don’t want fresh towels. We assumed that as your towels were hanging, fresh towels were not required.
c) I did give fresh towels and toiletries to your wife when requested and at the time your wife was happy with this and no other comment was given.
d) As for your rubbish, I can’t explain why my housekeeper removes only part of the items which could be placed in the external bin (I apologize for this). I have had a conversation with the person involved and further training will be provided.
e) I noted that your comments which your wife claimed.... and I quote “We’re not a 5 star hotel like you’re used to...Waddya want”? This was not said and I do find that writing inconsistent “Third Party” comments to glorify your review very concerning and harmful to the hospitality & tourism industry.
f) Our property is older; however it is very clean and tidy. Many guests tell us this and is the reason they return. The owner of the property is currently upgrading all the motel rooms with split system air conditioners. Again I note that you NEVER mentioned any of this to our staff at any time of your stay.
f) I encourage you to contact your Travel Agent and would highly recommend that you pass our details and I am available for them to contact me 24/7 for further details.
As you can see from other reviews, our Team pride ourselves on giving wonderful service to all our guests and we have found your review very upsetting and inconsistent to the actual conversation which your wife had with me. Please feel free to contact me if you would like to have a friendly discussion further.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.