I checked in for a night at Harbourview Apartment Melbourne on Monday, 6/8/12.
On the morning of Tuesday, 7/8/12, we made our way to the lobby to check out and we were told that we have to wait awhile for the room inspection. After waiting for about 5 minutes, this receptionist named Mae, brought out a bathroom floor towel which was stained blue and asked us what was that. My friend explained that we washed our jeans the night before and left it to hang dry and we used the bathroom floor towel to soak up the water which was flooding the bathroom floor. Mae then told us that we had to pay $15 (to be deducted from our $100 bond which we paid when we checked in) for compensation of the towel. We tried to ask if we can avoid paying the $15 but Mae said no as the towels all have to be sent to the laundry and be bleached and etc etc etc. Mae told us that since we will be paying $15 for the towel, we can bring the towel back with us. We were appalled. Is that how one should treat their customers? Asking the customers to bring home a dirty, stained towel? It is plain ridiculous and it is an insult to us! If we have dirtied the towel, we will accept it as our mistake and pay the $15 as requested to and leave the dirty towel at the apartment! But we were completely shocked when Mae suggested to us to bring the towel back with us! This is plain rude and ridiculous!
Next, we asked Mae if we could wash off the stains ourselves instead. Then, she responded by saying we could bring the towel back and wash it and then mail it back to them. Then again, we were appalled! Is that really how one speaks to customers? Asking us to bring the towel back and mail it back? Seriously ridiculous! Firstly, we are tourists and we were leaving for another country. Did Mae expect us to wrap the towel up into a nice package and ship it back to the apartment? Did Mae expect us to absorb the postage costs? Did she even realise that it was yet another insulting statement?
Then, we asked Mae if it was possible for us to wash the stains off by ourselves right at that moment. She was stunned and all she could do was to look at us in the eye for a good 5 seconds and was not able to provide us an answer. We asked for another 2 to 3 more times before she replied "you could try". She then gave us the toilet key and we brought the towel into the toilet and washed the stains off within just 5 minutes. After washing the towel, we put it bag into the plastic bag and handed it over back to Mae. Mae only opened up the plastic bag and took a quick glance and passed it to the housekeeping department and said that she will refund us our $100 bond deposit in a minute. Mae did not even take out the entire towel to check if the entire towel was clean! It could have been clean from the way she saw it, but it might still have stains at the other non-visible parts of the towel! This shows that getting a clean towel was not important at all and Mae was obviously trying to rip us off the $15 because we look like young, gullible, weak and meek teenagers. She was obviously stunned when we suggested washing the stains off by herself because she knows that the stains are washable. She did not even bother checking thoroughly if we have washed the entire towel clean because even if it was not clean, the housekeeping department could wash it off easily and it would not even cost $15!
After that, when Mae refunded us our $100 bond deposit, she rolled her eyes to her colleague who was next to her, thinking that we could not see what she just did! Is that how a customer service representative of an apartment/accommodation should behave?
I am thoroughly displeased with Mae's actions and words and although the room we stayed in was clean and well furnished, this incident has left me a very bad impression of Harbourview Apartment Melbourne. We met a pleasant and polite receptionist named Sophia when we checked in, so I must say that Harbourview Apartment still has a certain standard of service, but Mae has spoiled our overall experience over at Harbourview Apartment.
- Official Description (provided by the hotel):
- Arrow on Spencer (also known as HarbourView Apartment) offers convenient and value for money accommodation from hotel rooms, studio, 1, 2 & 3 bedroom self-contained apartments with individual decor. Perfectly Located at the west end of Melbourne CBD, on the corner of Spencer and La Trobe streets. Southern Cross station and Etihad Stadium are nearby with FREE TRAM STOPS at our doorsteps. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Expedia, Booking.com, Agoda, Ctrip TA, Travelocity, Hotwire, TripOnline SA, Orbitz, Cancelon and HotelQuickly so you can book your Harbour View Apartment Hotel reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Harbour View Apartment Melbourne
- Hotel Harbour View Apartment