+9
I gave this property 2 stars mainly because of the location. Other than that, unfortunately, it was not a good experience for us. 1. Poor communication and delayed check-in information We did not receive the proper check-in information until around 2pm, and because of internet delays, I did not actually receive it until around 4pm. At the time, I was in Melbourne dealing with all the disruption caused by the severe weather, which made the situation even more difficult. 2. The check-in process was unnecessarily difficult When we booked, we were expecting a reasonable level of flexibility, especially as hotels often allow early check-in when possible. However, because of your strict check-in rules, my husband had to drive for 9 hours from Sydney and then wait for your email instructions. The information provided was also misleading, which meant he had to drive around the area for almost another 2 hours while trying to work out what to do. After a 9-hour drive, this was extremely frustrating and completely unnecessary. 3. The apartment does not look like the photos. We are staying in Chevron Renaissance. The photos online were misleading. When I finally arrived at around 3am due to the travel delays, I was shocked by the condition of the apartment. We paid almost $3,000 for our stay, so we expected the apartment to be in much better condition. Instead, it looked very old, and several drawers were broken and damaged. The overall condition was nowhere near what we expected for the amount we paid. 4. The 18-hour damage reporting rule is unreasonable You expected us to report all existing damage within 18 hours of arrival. However, I arrived extremely late, and I had very little time to rest because my daughter had another competition at 10am after arriving at 3am. I find it unreasonable to expect guests to inspect the entire apartment and report every existing issue within such a short period, especially when the property itself is around 20 years old. You should already be aware of the condition of your own apartment and the existing wear and tear. I have stayed in many serviced apartments, and I have never experienced a property where guests are made to feel responsible for inspecting everything and following so many rules to avoid being blamed for pre-existing damage and get fined. We paid almost $3,000 to stay here — not to become your housekeeping or maintenance inspectors. 5. Not enough basic supplies We stayed for 5 days and 4 nights, yet you provided only one sachet of dishwasher detergent. Honestly, I was wondering whether guests staying for just one night would receive only a drop of dishwasher detergent! For the amount we paid, I think providing a reasonable amount of basic supplies should be standard. Overall, while the location was good, the communication, check-in process, condition of the apartment, unreasonable damage-reporting requirements and lack of basic supplies made this a disappointing experience. The property needs better maintenance and a much more guest-friendly approach as all communication only by message.
