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“Reception Staff Extremely Rude & Insensitive!”

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BEST WESTERN Airport Motel & Convention Centre
Ranked #1 of 1 Hotels in Attwood
Certificate of Excellence
Melbourne, Australia
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“Reception Staff Extremely Rude & Insensitive!”
Reviewed January 18, 2014

I travel for work a lot and am use to Hotel and Motel accommodation. Rarely have I had the need to give any hotel/motel a poor rating. I have recently had a lengthy stay at this motel (a stay for over a week) and ever since I arrived at the reception to check in...the staff at the reception have made me feel unwanted and unwelcome. Their behaviour has been most robotic and icy. Especially a lady Chantelle. She can really do with a lesson in customer etiquette and customer service. Her lack of empathy is unparalleled. The restaurant staff and room service staff save the day and help add some colour to the place..Make sure you dont order room service often, or go crazy with the menu bar ...they will ask you to pay right away and WILL NOT wait for you to checkout. Hello..If you are that nervous about your guests then take a holding deposit from your guests at the start of their stay...rather than making them pay on the spot. This made me feel like I am some sort of low life who has suddenly decided to stay in a posh motel....I guess they are not use to good quality people staying for long periods in their Motel. I hope the owners or snr. management reads my feedback and decide to look at the way in which they are conducting business ...or else this will lead to many poor reviews and loss of business. I know that I will never be staying here again....they have now lost my business and the business of my firm.

Room Tip: You can hear people talking in other adjoining rooms...constant noise of cars driving past...noise o...
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  • Stayed January 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank James K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
airportmotelmelb, Front Office Manager at BEST WESTERN Airport Motel & Convention Centre, responded to this review, January 29, 2014
Hello,

First of all, let me start by apologizing for the situation you were in. Please accept our deepest apologies for this.
Please rest assured that we are taking everything you said into consideration. If you read other reviews written by other guests, you can see that our customer service is no where near as poor as stated in this review, we aim to provide each and every guest with Five Star Service, We are very sorry this was not the case for you. I would like to speak to you over the phone, i ask if you can kindly get in contact with me over the phone or via email.
Please call me at your Convenience on 03 9333 2200 or email me on accounts@airportmotelmelbourne.com.au.
i wish to discuss your experience with us and hope that your provide us another chance to impress you again in the future.

Thank you so much for your feedback, we really appreciate you taking the time out to provide us with your opinion on your last stay.

Kind Regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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718 reviews from our community

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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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London
Level Contributor
84 reviews
55 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
Reviewed January 15, 2014

We stayed at the Melbourne Best Westin Airport Motel for one night between flights. It wasn't quite as near to the airport as we had thought but it still looked a good deal as we were arriving relatively late and therefore needed a late check-in. We didn't know that we could summon the airport shuttle so took a taxi instead.

The check-in staff were helpful but the room was a bit of a slog across the carpark. The room was fine for our purpose and had everything we needed for an overnight stay although no breakfast was included in our package.

We had also hoped to use the swimming pool as we weren't flying until later in the day but unfortunately it was closed so we caught the airport shuttle bus back to the airport rather earlier than we had anticipated.

  • Stayed December 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sheila W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
airportmotelmelb, Front Office Manager at BEST WESTERN Airport Motel & Convention Centre, responded to this review, February 5, 2014
As mentioned in your review we aren't located exactly at the Tullamarine airport but only a 5 minute drive with our 24 hour shuttle bus service that is included in your room rate. Being a short distance away from the airport we have found with reviews from our other guests that this makes the stay here with us more peaceful and quite as you can't here the overhead aeroplanes whilst also being close enough to make sure you will catch your early morning flights.
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Ottawa
Level Contributor
56 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 46 helpful votes
Reviewed January 10, 2014

My partner and I stayed at the Melbourne Best Western Airport Motel and Convention Centre for one night in mid-November before a morning flight to Alice Springs. I had done extensive online research and it looked like as good a bet as any for one night within a fairly short driving distance of Melbourne International Airport.

We had driven from Port Campbell after our second day on the Great Ocean Road. We arrived around 8:15 P.M. and found the motel easily. We were assigned a room in the building which also houses the Convention Centre. It’s a fairly large motel, with most of the rooms at ground level with parking spots outside the rooms, but the Convention Centre building actually sits much lower. The Convention Centre itself seemed to be in the top part of that building, which put it at the same level as the surrounding buildings, but beneath it are two floors of rooms.

Our room was on the lower of these floors, which meant that to park near it, we had to drive down a narrow, steep ramp into a fairly small, sunken parking area, where there were signs of ongoing construction. It had a strange, abandoned feel, especially as it wasn’t obvious how to get into the building, but there was a free parking space and our room was actually very nice. It was large and comfortable and everything was clean. The bed was comfortable and the room was very quiet, so we got a good night’s sleep. If there was anything going on in the Convention Centre, we were not aware of it.

Once we’d settled into our room, we went back to the main building to eat dinner, not expecting very much, but we were pleasantly surprised. It must have been about 8:45, and although the restaurant wasn’t at all busy, we were not made to feel that it was late, the menu offered a couple of interesting vegetarian choices, and we had a delicious meal. We didn’t eat breakfast at the motel because we ate at the airport before our flight to save time.

Staying at the Best Western Motel and Convention Centre worked out very well for us. Despite the somewhat strange location of our room, the room was very nice, we ate well at the restaurant, we slept well, and it was an easy drive to the airport in the morning, so we can certainly recommend the Best Western Motel and Convention Centre.

A NOTE ABOUT DRIVING TO THE AIRPORT IN THE MORNING:
If you are waiting in heavy traffic on Mickleham Rd. to get onto the northbound M2 on your way to the airport, it’s worth knowing that the heaviest traffic is for the southbound M2 to go into Melbourne. The northbound entrance (for the airport) comes after the southbound entrance, so you can save time by moving to the right and passing the slower lanes that are waiting to take the southbound entrance. Once you’re past the southbound entrance, you can move back to the left in relatively light traffic to take the northbound entrance. At least, this was our experience. We were not pressed for time, but could probably have saved at least 5 minutes if we’d known this.

  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
Helpful?
1 Thank cdnguyOttawa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
airportmotelmelb, Front Office Manager at BEST WESTERN Airport Motel & Convention Centre, responded to this review, January 14, 2014
Thank you for your review on Trip Advisor

I'm glad you enjoyed your stay with us and will also recomened our property.
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Auckland Region, New Zealand
Level Contributor
104 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 50 helpful votes
Reviewed December 31, 2013 via mobile

We stayed here after a late night arrival into Melbourne. We had a family room - 1 queen bed and 2 singles. All in one room so it was quite a tight squeeze for all of us. But the room was clean and tidy, and the service efficient. We took advantage of the free shuttle to and from the airport - a bit of waiting round for all the passengers but it dripped us right outside at both ends. Easy place to stay for a single night, but no good for a family for a longer stay.

Stayed January 2014, traveled with family
Helpful?
1 Thank kiwipippa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
airportmotelmelb, Front Office Manager at BEST WESTERN Airport Motel & Convention Centre, responded to this review, January 14, 2014
Thank you for your comments on our property

I'm glad you found our motel a good place to stay and in regards to the family room, we do also have another option of booking an interconecting room if you would require more space in the room.
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Guelph, Canada
Level Contributor
64 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 49 helpful votes
Reviewed December 31, 2013

Don't be fooled by the slightly outdated front desk area. The room was great and the staff were superb. Everything worked well. Great buffet brekkie; although it was extra cost, it was worth it. The hotel was a bit of a distance from the airport but the pick up was really quick in the middle of the night and the shuttle the next morning worked well.

  • Stayed December 2013, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank worktotravel092
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
airportmotelmelb, Front Office Manager at BEST WESTERN Airport Motel & Convention Centre, responded to this review, January 14, 2014
Thank you for the good comments on the Best Western Airport Motel & Convention Centre.

I'm glad you tried our breakfast as we do get a lot of good compliments in reagrds to this and we do try to give our guests the best service possible and try to do the airport pick-ups as soon as possible.
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Ottawa, Canada
Level Contributor
297 reviews
61 hotel reviews
common_n_hotel_reviews_1bd8 60 helpful votes
Reviewed December 19, 2013

I should have asked for a different room, but I didn't. I was on a second floor, but the patio door did not lock. And room door had a lock, but only a security chain. It appears that there were several locks in place at one time, but they have since been removed.

The room was large, and somewhat clean, although I did wear my sandals in the shower.
The location is close to the airport and convenient that way.

When trying to find the place, don't be surprised to be travelling through a subdivision, which is actually a great place for a run before getting on a long flight across the ocean.

The staff were neither helpful nor not helpful - just average service but nothing outstanding.

  • Stayed November 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Yvonne H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
airportmotelmelb, Front Office Manager at BEST WESTERN Airport Motel & Convention Centre, responded to this review, January 14, 2014
Thank you for your review on Trip Advisor

As a motel property always striving to improve it is important to get not only the good comments but also the negative ones. Once again thank you for your honest opinion and hope to see you back at our motel in the near future.
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North Wales
Level Contributor
92 reviews
60 hotel reviews
common_n_hotel_reviews_1bd8 99 helpful votes
Reviewed December 17, 2013

We needed hotel close to the airport as we landed in Melbourne at 11pm. The' on site ' airport hotels seemed to be very expensive. We were not disappointed with this hotel. Although not on site at the airport it is located approx 15 mins away this does not cause any problems. I followed the hotels arrival instructions and called them on their freephone number from arrivals. The hotels mini bus turned up minutes later. We also used this service the next morning to return to the airport to collect our hire car. Good clean rooms, free wifi. Nice staff.

  • Stayed November 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Mudgedog
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
airportmotelmelb, Front Office Manager at BEST WESTERN Airport Motel & Convention Centre, responded to this review, December 17, 2013
Thank you for these great comments

As mentioned we're not directly at the Tullamarine Airport but only 7km away with our free courtesy shuttle bus service that operates 24 hours a day.
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Additional Information about BEST WESTERN Airport Motel & Convention Centre

Property: BEST WESTERN Airport Motel & Convention Centre
Address: 33 Ardlie St, Attwood, Victoria 3049, Australia
Phone Number:
Location: Australia > Victoria > Greater Melbourne > Attwood
Amenities:
Bar / Lounge Business Center with Internet Access Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #1 of 1 Hotels in Attwood
Price Range (Based on Average Rates): $$
Hotel Class:4 star — BEST WESTERN Airport Motel & Convention Centre 4*
Number of rooms: 104
Official Description (provided by the hotel):
Best Western Airport Motel and Convention Centre is a four star property that is situated minutes from the Tullamarine Airport and it is also situated only 5 minutes away from the very popular DFO Essendon. • Has a range of rooms to cater for a diverse market, from our basic four star motel rooms to our modern and contemporary Deluxe Business rooms• Included in the rate is our complimentary shuttle bus service that operates 24 hours a day seven days a week. • We also have free wireless internet available for all our guests and all rooms also include selected Foxtel channels. • All rooms also include full size iron/ironing board, hairdryer, refrigerator, mini bar, remote control LCD TV, individually controlled heater/air conditioner and same day dry cleaning service.For our guests going away for either business or pleasure we also offer our long term secure parking to store your vehicle with us whilst you’re away for a minimal rate of 8 dollars per day. The property includes an A La Carte Restaurant that operates for breakfast and dinner. Operating in the reception foyer we have a flight arrival/departure screen that will keep you updated on your flight times or you’re more than welcomed to ask one of our very friendly and professional staff members to give you assistance in finding that information for you. ... more   less 
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Also Known As:
Best Western Airport Motel And Convention Centre
Best Western Airport Motel & Convention Centre Hotel Melbourne
Best Western Melbourne

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