Oaks Adelaide Embassy Suites — Hotel in Adelaide

Bit of a long one but I cannot find any other way to make a complaint. I had the most unprofessional, customer service experience I have ever had! If I could give a 0/5 I would. I had a one night stay here on the 31st-1st as 6 friends and I were planning to go out. I booked a 3 bedroom exclusive apartment, which overall costed me $500. I received a call that morning from a guy saying that we could not stay in the apartment that I booked as someone flooded it! Great. We were all really excited to see the apartment. The guy on the phone was nice and apologised multiple times and was going to give us 2 smaller rooms. Which is annoying but better then nothing I guess. Once arriving I went up to reception saying that I had a booking. He said that I had not paid for it however I figured once I had paid for it online and gave all my bank details it would have went straight through. The way he was talking was very rude and quite abrupt. I went through my emails and released that it had not been taken out so went up again. Paid the extra $500. At this point we were at reception for about 20 minutes and my boyfriend rang asking what was going on as he was trying to find a car park but needed the code from the hotel. When I asked if he could have the code for the parking he refused. I was talking to my boyfriend explaining what was happening and this receptionist starts going off accusing me of swearing about him to my boyfriend on the phone which I didn’t! All my friends were there stunned as I was literally just talking to my boyfriend and did not swear at all. My boyfriend heard how rude he was to me and came inside. He then said we were not able to stay at the hotel! He was yelling at me. I then asked for a refund and he refused to give me a refund! At this point I was pretty mad as you can’t just deny someone their $500 refund back. I asked for the manager, he said he was the manager. I then asked for his name as none of the workers were wearing badges. He refused to give me his name. He then said he was going to call the cops! At this point we were just stunned of what was going on and found it ridiculous. An hour had gone by by now. The ‘manager’ was hiding in his staff only office and refused to talk to us and did not come out until the cops came. I went up to the lady receptionist and asked for a refund. She gave me the refund straight away. 2 cops then arrived and the ‘manager’ came out. We were explaining to them what happened. The cops thought it was stupid and were like is this really what we got called for and left. Being New Year’s Eve we were desperately looking for a hotel. We had suitcases of our stuff and by this time we were running behind. This guy had left 7 of us stranded without a hotel and bags full of stuff. Luckily we found a hotel at the Stamford grand which unfortunately was nearly $800. However had the best experience there. I have stayed at oaks embassy before and have never had any problems but I was disgusted by the behaviour and experience that I received! I still do not have a name but he was a Muslim guy with short hair, he was wearing a navy blue t shirt at the time. Never...

Was overall unhappy with the experience we had with this hotel. We had a group of thirteen people traveling from Port Lincoln to Adelaide so we booked a few months ahead. All seemed well and the staff were happy to set us up with 3 apartments that could sleep 4 and 1 standard room. After a long day of driving since 5am we arrived at the embassy and went to check in. This is when all our problems started. We were told we had to pay before we were allowed up and also each room had an around $80 bond which when booking we were not told of at all. Now as a group collectively we had all payed our share of the cost to one person to make payment easier prior to leaving Port Lincoln and the holder of all the money had raised thier card limit to $2000 to account for that. But of course this was now over the limit including the bond we were not told of. We asked if we could split the payment due to the circumstances but we were told that was not possible so after all of that the person who had the money had to walk all the way to thier nearest bank branch and get the money out in cash and walk back to the hotel with over $2000 on them throughout the Adelaide CBD all whilst most of us had to sit on the ground due to lack of chairs available and thier stuborness to let us up into a room untill we had payed the full amount. In total it took us around 1-1½ hours from arriving to getting into our rooms and in return left us no where near as much time as we had hoped for to get ready for a corporate event we were attending. But wait that's not the end of it. Once we were allowed up to the rooms we were given all the cards we had to ask what one belonged to the single room. They then had to look it up but no dramas but once we got to our rooms they had told us the wrong one for the single. But again all good we can all just move around no biggie. That's when we realised one of the appartments only had two of the four beds in it with the other two being locked behind a door. Off we go down to the reception again! After about five minutes arguing about the booking being wrong they kept claiming we obviously never booked enough and it was all perfect but we finally managed to explain it to them they were wrong as we were paying to sleep 13... And there was only enough beds for 11. They then told us that someone would be up in a few minutes to unlock the door with no apology or compensation. This room also only had enough linen and supplies for two which was not rectified without us asking. Now to the rooms. Not to bad but starting to feel outdated compared to other hotels around the same price range. In all four rooms the AC seemed to have not worked witch led to two nights of horrible sleep. All in all I feel like we did not get treated appropriately for how much we paid. Would recommend going somewhere else that can actually handle large booking if you...

ONE STAR is TOO MANY: WORST CUSTOMER SERVICE I HAVE EXPERIENCED IN AUSTRALIA.

We had traveled all day to arrive at our accomodation only to discover our car did not fit in the hotels secured carpark, as it is maximum height of 2.10m tall. After ringing reception from the car and getting confused answers we went in to make contact. I stood at reception for a long time while one staff member studiously ignored the 5 seperate guests waiting (including me) and let his colleague deal with us all. After 10 minutes i gave up and went to unpack the car. We had to leave everything on the sidewalk and then take our roofpod off and leave it there too. Luckily we were not in a 4wd. There is NO parking anywhere else around the venue that is suitable (same height issues).

When we finally checked in we had no car space anyway as we "had not booked". The boys at reception made no offer to assist us. Old mate still ignoring us and checking his monitor....we were originally told we would have to store our car pod in our room...

Not much service for a $1500 prepaid booking.

When i complained to the duty manager i was given a list of well rehearsed excuses, all of them clearly inncorrect. I had checked their website and there is no mention of booking a carpark or the height restrictions. As for helping us, she made it clear that they were not a hotel and did not assist customers with luggage. As for the pod i told her it was not staying in our room and she graciously allowed it to be stored in their offices.

When i did get my car into their secured carpark the next day I discovered there were only 9 spaces for 130+ apartments. One space was full of their junk and another was reserved for staff (see photos).

I estimate i have stayed at over 100 hotels, motels and serviced apartments in my life and this rates as the worst experience by far.

PS: Room was nice but tired and...