When we arrived there was a senior staff member speaking to the (only) counter staff. they did not look up to acknowledge us til the manager had stopped talking.
the counter member asked if i was checking in without greeting us or smiling. i gave my name and she basically recites to me what I had booked as well as the room service I had ordered. she gave me a slip of paper with my details on it to sign and confirm my address. while I was reading it she begins to ask me various questions. How was I meant to write and read and listen at the same time?
I try to concentrate on both and mumble my yeses. then she asks me for my credit card and shoves me another bit of paper 'for credit card confirmation' - i notice she had charged $1 on to my card. At this point I was already upset and bewildered. Then she asks us about the shuttle service, 'the shuttle service goes at 6.40 or 7.05 which one do you want?' she stands there waiting for me to reply and goes 'you have to be on time or else it will leave without you' I say 'the seven one' and she shoves us 2 keys and passes and says 'you HAVE to tell the bus driver you've paid, or else he will charge you again' 'When do you want your room service that you ordered?'
I go 'umm now?'
then we get a blank stare and 'elevators are to the left'
after signing in. we head up to our room. it was dark and stuffy. I notice the various spots in the door frame that are missing spots of paint.
the bathroom seems clean enough. one tile was a very different colour to the rest of the room (but only I would notice that). there was no clear button for the air con and I eventually find it next to my bed after 10 minutes. I open up the folder on the tray on the bed that says 'entertainment schedual' and in it to my dismay I find a copy of the sunday herald's tv guide.. folded in half.
after 20 minutes the room service was still not there.
After about 30 minutes i hear a tap at the door, I ask my partner to check on it. and sure enough it was there. I thought we were going to get a nice box, what it was was 9 pieces of lindt balls on a plate.... so that was a let down plus she ruined the surprise for my partner by asking me about them when we signed in.
after the concert we order room service and we specifically asked on the phone whether there was an additonal charge and were told that there will be no tray charge incurred (tub of ice cream = $12 and tray charge = $4).
In the morning after breakfast we get a knock at the door, the housekeeper asks if she can check our minibar, she lets herself in and goes 'ok so thats one white wine?'
I say 'errr no we didn't have anything'
she points to a space in the fridge and says 'well thats where the wine goes'
and I repeat myself and go 'we didn't have anything from the minibar'
'ok i won't charge you anything' then she leaves
when we check out the next morning I get asked again 'did you have anything from the minibar?'
why do you get someone to check our fridge only to have to ask us again???
I got told by the same senior staff member, that my total comes to '$13.50'
I ask her why this is and she says to me that we had ordered room service for food for $9.50 and there was a tray charge for $4... I couldn't be bothered arguing with her so simply paid and left.
I know it's no 5 star hotel but we paid over $300 and the service was the main factor to my dissatisfaction. staff members do not know how to talk to customers appropriately and I felt like I was being greeted by junior staff at a fast food joint. clearly they do not care about their jobs or their customers. I won't be going back there again.
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- Also Known As:
- Rydges Parramatta Rosehill
- Rydges Parramatta Hotel Rosehill