Not a 4 star hotel - Customer service could be improved
23/01/2018 854rif, Canberra, Australia
We arrived at the hotel having booked a riverview apartment (with a small balcony), only to be told 'sorry, we have a new system' and a riverview apartment is not available until the next day.... the ... more
We arrived at the hotel having booked a riverview apartment (with a small balcony), only to be told 'sorry, we have a new system' and a riverview apartment is not available until the next day.... the way we were presented with that information was as if 'we should just accept that and move on'... needless to say we complained but had no option other than check in given that it was a busy period with the australian open tennis in Melbourne.... Our 'City view' apartment was certainly not at the 4 star level...especially at the increased rate given the Tennis event in Melbourne... dirty windows.. dirty carpet and guess what the safe is not working... we were told 'all safes are going to be removed from the rooms' and 'balconies are shut for OHS reasons'... for a smoker who always book rooms with balconies, i wouldn't have booked that place had I known this information in advance...
Anyway, after an initial disappointment and with a different staff member at the reception (an elderly gentleman), we moved to our riverview apartment the next day... the gentleman was very friendly, offered a bottle of wine with his apology and understanding... we felt well treated... our new apartment was also much nicer with great views... spacious, clean and would be rated a 4 star place....
despite the initial disappointment we enjoyed our stay... the friendliness of the gentleman, and the riverview apartment, was a major factor in that result less
Cindy W, General Manager at Best Western Riverside Apartments, responded to this review
Thank you very much for your review and let us know your feeling.
I sincerely apologize for the inconvenience and very glad to know you finally solved the issue.
It was caused by the room mapping to the online system, which caused over sale of our river view apartments.
We've addressed your concern about the cleanliness and the safe issue to our house keeping team, they will check all the rooms more carefully.
Thank you again for your feed back and we look forward to serving you again next time.