We stayed at your hotel from the 5th-6th of September in room 326 and unfortunately were completely let down. I cant comprehend how on earth this hotel had a four star rating. The night previous we we... more
We stayed at your hotel from the 5th-6th of September in room 326 and unfortunately were completely let down. I cant comprehend how on earth this hotel had a four star rating. The night previous we were in a four star in Port Macquarie and this hotel out down the Apollo in so many ways. We arrived and checked in at 2pm. Our room was a complete let down and looked nothing like the pictures. Our walls were stained, the curtains were yellow with dirt, We had what looked like a garage door that let out to our balcony (not the French open doors that were pictured online). The room also had a smell and there was food outside our room when we first checked in. When we returned to our room at 6pm the food was still there!!!! In a world wide pandemic, I would like to hope that basic hygiene would be carried out within the hotel. The spa bath (which was the reason we booked this hotel) looked like it hadn’t been scrubbed around the lining of the tiles for months.
Secondly, despite the hotel contacting us prior to our stay to check we weren’t from a hot spot, they failed to inform us that a wedding was going on the night of our stay. I think it’s only common courtesy to inform us of this. Instead we found out about the wedding from the minute we walked into the foyer at 6pm due to a group of guests- including the bride not adhering to social distancing sitting in the foyer. This was only the start of it. The music was so loud that we could hear every song so clearly we knew what song was playing. Not only this, everyone congregated out the back of the hotel to smoke which was just outside our balcony so we had the music coming from our front door and the smell of smoke and people chatting from the back door. It didn’t end there... the wedding party must have been right beside us (which is a very poor room allocation) as there was knocks on the door next to us up until 3am. Not only that, there was also continuous phone calls being made between rooms which led to phones ringing until around 3.30am.
Finally, we weren’t told when I booked that we had to pay a $200 bond. When checking out I asked when the bond would be returned, for the gentleman to say it could be up to a few weeks depending on your bank. I think this is so unreasonable considering nothing in the room would be worth this kind of money. He also didn’t care to ask if we had enjoyed our stay. Very poor from start to finish. less
Richard Christie, Marketing at Best Western Plus Apollo International Hotel, responded to this review
Dear valued guest
It is obvious, and understandable, that the intrusion of the wedding on your stay, coloured your view of our beautiful property. Even though the music stopped at 10pm, the noise from the function, and then from the in-house wedding guests, obviously upset you. You requested a room with a spa bath and, unfortunately, the only available room, in that category, was directly above the wedding venue. It is obvious that you should have been offered an alternative room, albeit without a spa bath, in another (quiet) section of the hotel. That is our standard procedure but something went wrong on this occasion and we apologise unreservedly that you suffered such distress. We assure you that, had you communicated with our 24-hour front desk, we would have moved you without question.
Your distress has spurred you on to write a negative review in regard to other aspects of your stay. Allow me to correct you – Apollo International is a 4.5 star hotel, not a 4 star hotel. Almost every review that we receive attests to the quality of our accommodation and service. In that regard, year-in and year-out, we have been awarded a Certificate of Excellence by Trip Advisor.
The hotel comprises two wings – a totally renovated wing comprising 50 guest rooms and a new extension with 45 rooms. You were accommodated in the renovated wing and there was clearly one issue, regarding your room, which should have been addressed – the silicone had separated, in a couple of areas, from the bath. For that we apologise. That issue has now been rectified. We are also sorry that a tray outside your room was not collected. That was an unfortunate omission, but again, a call to Reception would have prompted an immediate response.
Aside from those issues, we are forced to address some of your aspersions. In regard to the mingling of hotel guests in the lobby, we assure that, in the light of Covid-19, we were among the first accommodation establishments to introduce, and implement, standards and best practice to deal with the Covid-19 crisis. We have sanitisers at a multiplicity of points in the hotel. We have signage throughout the property, highlighting our procedures re Covid-19. All guests are required to sign in when entering our restaurant. Not only have we implemented rigorous cleaning protocols, but our hotel also has a Covid-19 safety plan, with registered marshals rostered daily and ALL regulations are strictly adhered to, including the rigorous enforcement of social-distancing.
The entire hotel has been spring-cleaned during this difficult period and the curtains that you refer to are in fact black- out blinds, behind the white sheer curtains, which are cream in colour, and spotlessly clean. Moreover, we have found no evidence of stains on the walls. The hotel overlooks a magnificent verdant reserve with remarkable 180 degree views across to the beaches and the CBD. We are bemused by your reference to a “garage” door to the balcony. Floor-to-window glass, with a balcony beyond, provides access to the views. The door to the balcony is a standard solid- core fire-rated door, required by the fire-department. Since the hotel is on a reserve, French doors are not permitted by the fire department and nowhere on our website are such doors advertised. Your booking was made through Booking.com and the $200 deposit on check-in is mentioned when booking through that channel.
We are sorry that you did not enjoy your stay with us. Our professional, and dedicated, team, is working long and hard hours to ensure that our property rises to the challenges posed by Covid-19. Your negative review is particularly disappointing, and dispiriting, in these difficult times. We would love to have an opportunity to show you why our hotel is consistently so highly rated by our guests. We are committed to excellence and assure you that, should you give us another opportunity, we shall go out of our way to make your stay special and memorable – for all the right reasons!