4/10 Poor
Ashley
Business traveller
28 Jan 2025
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I’m a bit disappointed with my experience here. I had hoped this would become my go-to place whenever I’m working in Willoughby, but my most recent stay was not as good as the previous ones.
During my first stay, I asked the manager what benefits regular guests might receive, as I often have long shifts in Willoughby. The manager told me that for regulars, the process was simple: book your stay, check in, and they’d waive the bond. I thought that sounded great, and during my second stay, the bond was indeed waived.
However, on my recent stay, I was charged the bond, which was frustrating. The manager I dealt with this time was not as friendly or accommodating as the previous ones. What really bothered me, though, was that the day after checking out, I received a phone call asking me to prove that I had paid for my accommodation. Considering the payment was processed before I even received my key and was handled by the same person who called me, this seemed unnecessary and unprofessional. I had to send over a bank statement to confirm payment, which I didn’t think should be my responsibility.
I also sent an email expressing my dissatisfaction, but I never received a response—no apology, no acknowledgment, not even a “thank you for your feedback.” The manager I dealt with was named Mark, and I’m genuinely disappointed by the lack of follow-up or courtesy.
The rooms are not the best, aircon doesn’t work amazing but I thought I can live with that if I’m looked after, unfortun