My family and I stayed at this hotel from 23/12/11 and checked out on 27/12/11. This was our fourth stay at the hotel, as in the past we have thoroughly enjoyed it. Even to the point of recommending the hotel to other family members, who have also stayed there before. My parents have stayed there twice on our recommendation.
Our trouble began upon checking in and getting to our room. We had a two bedroom family room on the third floor which looked directly at a large tree blocking most of the light. Inside the room was a rather badly torn seat cushion on the couch and generally tired looking furniture along with a number of stains on the carpet. The room had sliding doors out onto a balcony and the kids found that the glass sliding door would not close or lock which meant that the room could not be secured. My wife contacted reception to let them know that the door could not be locked. Reception told her it could be locked and he would come up and show us. This is where our lack of decent service began.
The above mentioned staff member came and tried to fix the door which he struggled with for several minutes. My wife suggested that perhaps we could move to another room. He was quite abrupt and snapped that he just needed to get the right angle for the door to lock. He was obviously flustered that the door would not lock as he said it would. I requested a new room because I didn't want to have to fiddle with the angle for 5 minutes every time I needed to lock the door and also for the fact that we have young children and the balcony could pose a problem. The staff member snapped, "Fine" and stormed out of the room slamming the door behind him. He said nothing else and we stood there not knowing if we should follow him. I had never experienced such rudeness from staff at this hotel. We gathered our things and went to reception were a new room was allocated with a fair bit of attitude and rudeness. My wife informed the staff member that he was very rude in the way he treated us as guests and that the level of service he had shown was unacceptable. The front desk manager stepped forward and introduced himself and asked if he could call us later to discuss the issues. We agreed that would be a good idea and we are still waiting for the manager to speak to us, more than two weeks later. From this point on that particular staff member completely ignored us whenever we walked past the counter and this continued on check out, when he did not serve us and we had to wait for another person to check us out.
Our new room on the 7th floor was a two bedroom family room. A queen bed in the master bedroom with ensuite and a second bedroom with two single beds. There was a dinning table and two seater couch and armchair to watch the TV. The balcony was a good size and we had a view to Mt Ainslie in the east. Mort Street runs below this side of the hotel, which can be noisy with the odd car drag racing up the street. This wasn’t too much of a problem as we live next to a rural highway. I would say that the south facing rooms overlooking the pool would be the quietest for road noise.
One staff member, Candy, was very polite and friendly at the front desk and always said hello. Other staff were great too, including the chefs, the house keeping staff and one of the restaurant staff members, he made a great café latte and was polite and helpful. Other staff in the restaurant appeared completely disinterested in being there. One particular morning we were greeted by a young man with crossed arms slouching against a bench almost sneering at us. Upon asking for a latte he nodded at us and said “ok pal”. Since our last stay at this hotel, the level of customer service has declined to a point that we will not be staying there again. While I don't expect facilities that 5 star hotels provide, I do expect the same level of friendly and helpful service. Good service costs nothing and gets customers back through the door.
- Official Description (provided by the hotel):
- Pacific Suites Canberra (formerly the Clifton Suites on Northbourne) is Canberra's multi award-winning apartment hotel, just minutes from the heart of Canberra's premier shopping, dining and entertainment district, perfect for your stay in Canberra. The hotel is in an ideal location for business travelers with a two minute walk to the CBD and a 5-10 minute drive to other government and business hubs. Pacific Suites Canberra is considered one of Canberra's finest and most innovative accommodation and corporate function venues. The hotel features four dedicated functions rooms, with options for a guest list from 4 up to 100 guests. ... more less
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- Also Known As:
- Quality Suites Clifton On Northbourne Hotel Canberra
- Quality Inn Canberra
- Quality Hotel Canberra