Now just to start please note we are not difficult people to please and I've never before had to complain to management about a hotel, but upon arrival there was no reception to check in. This didn't bother us as we did arrive later than usual the key was in the room already, when we went into our room we noticed that instead of the 2 bedroom 2 bathroom apartment like we had booked and paid for we were given a what seemed to be a 1 bathroom loft apartment. When we called through the manager of the hotel told us that when we had booked the last 2bed 2 bath apartment had already gone, but no one decided to let us know even though we booked weeks ahead of our stay. However he was very polite and offered us a free weekend he said that he would come see us the next day with a certificate for the free weekend. Three days later we had not had him come to see us and the reception was closed for the whole weekend. The pool which was advertised was empty which we were ok with even though we would have liked to swim. We understand everyone needs to do maintenance. When I called through to him on our last day to see where he was ( as we were checking out and reception was still closed) we were advised that he would send through the e-mail with the certificate on it the next day and to leave the keys in the room. We cleaned throughout the room as we don't like it when people leave mess and left our rubbish in a box on the counter with a window cracked so they didn't get angry. 3 days later when I called through regarding the certificate I got a lecture about how the room was left and all the groceries we left around the place... We hadn't bought groceries when we were staying in the room so I found this confusing. Management during this conversation was very rude, when I did tell him that we had boxed up all our rubbish and didn't know where to put it as there was no one at reception to advise us he then told us that that's too bad we should have taken it out and talked to me like I was a child for leaving my rubbish all boxed up. We in no way had left mess around the place, especially since we were planning on going back again. After this conversation I called him back and let him know not to bother sending through the certificate as I had never been talked to like that from management when it was their stuff up to start off with.
So we were provided with the wrong room, there was no staff on all weekend that we could even talk to when I did call through to reception and it's set to divert to his mobile a lot of the times he didn't answer and when he did it was obvious he was put out by the phone call. I will not be staying here again. It was the worst customer service I have witnessed in a very long time.
There was also a very foul smell coming from the drains that smelt like off vomit.
- Official Description (provided by the hotel):
- Rivercity Gardens is a Boutique Hotel between the East and West ridges of the Brisbane River just minutes Ferry Ride to the CBD. We are conveniently located out of the rush of the City surrounded by Bars and Restaurants and leisure activities. We are self rated 4 star accommodation offering self catering and self servicing facilities including in room laundry and kitchen- perfect for short or long stay. All Apartments have balconies or patios to enjoy our wonderful climate and fresh air. Rivercity Gardens accommodation consist of studios (Queen bed) and lounge/dining/full kitchen - sleeps 2 people OR Loft apartments which have 1 very large main bedroom (queen beds) and 2 single beds - sleeps 4 people. We look forward to welcoming you at Rivercity Gardens Brisbane. ... more less
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