Pullman Brisbane Airport — Hotel in Brisbane City

I am writing to express my dissatisfaction regarding several incidents that occurred during my stay at your hotel from April 18, 2025.

While I must acknowledge that the reception staff and general hotel employees have been very courteous, I have experienced multiple unpleasant interactions with your restaurant staff that have significantly impacted my experience.

My husband booked this stay as a birthday celebration for myself. Initially, he and I planned to travel together, but due to work commitments, he was unable to join me. Despite traveling alone, I paid for a double occupancy package that included complimentary breakfast for two people. The issues I encountered are as follows:

Incident on 18/04/2025: After swimming in the pool on a very hot day, I was extremely thirsty and went to the restaurant to get some water. As I picked up a glass, a female staff member approached me rudely, stating, "Don't touch that, I just set those up. If you want water, you need to go over there," while rolling her eyes at me. While I apologized, I believe there should have been clear signage indicating where guests should access water or which items were not for general use. Incident on 19/04/2025: After returning from shopping, I went to the restaurant to get coffee or tea to take to my room. This seemed reasonable as there was a coffee machine in my room, suggesting complimentary coffee/tea service throughout the hotel. I approached a table with tea and coffee supplies that had no reservation signs or "do not touch" notices. A male staff member immediately came over and rudely informed me that these items were "for my high tea customers" and told me not to touch them. When I explained I was a hotel guest simply wanting coffee or tea, he directed me to a machine elsewhere. Upon using the machine he indicated, the same female staff member from the previous day approached me and questioned whether I was a hotel guest. When I confirmed I was, she asked where I got the coffee from and why I didn't purchase it "from over there." When I asked if complimentary coffee and tea were not available to hotel guests, she said "no" and failed to indicate where this policy was posted. She then informed me in a condescending manner that a mocha would cost $6, which I paid. I reported these incidents to reception immediately, and while the manager offered me a $60 credit for lunch or dinner, this doesn't address the underlying issue. I have paid for double occupancy while only consuming breakfast for one person, and I believe I should have been treated with more respect and clarity regarding hotel policies.

I hope your hotel has security cameras in these areas that would clearly show there were no signs or notices posted regarding these policies. The footage would also demonstrate the inappropriate behavior and attitude of your staff members during these interactions.

At minimum, I would expect:

Clear signage regarding which services and items are complimentary and which require payment Staff training to ensure guests are treated respectfully rather than being made to feel like criminals or unintelligent for not knowing unposted rules Consistency in hotel policies regarding complimentary services Due to these experiences, I regret to inform you that I will not be booking with your hotel in the future, nor will I be recommending it to friends or colleagues.

I look forward to your response regarding...

We love the Pullman brand and stay in Pullman hotels regularly across Australia and Singapore, always choosing executive club rooms for the price the additional club benefits normally are well worth the high room rates. Been wanting to stay at Brisbane Airport since the hotel opened, and we had an opportunity to finally book a night in a Deluxe Executive Room, checkin was a breeze, assisted with a smile and professionalism, was a bit dismayed that a payment upfront was required as well as a security deposit my Gold Status has always ensured that bonds are waived and payment is settled on checkout, this requirement is unusual and I have not had this issue in any other Aacor property in Australia. Reception waived the bond in good faith, great customer.service there. Lobby was tastefully furnished and the Apron bar/restaurant adjoined in an open plan design. Loved it. Room.was good, on par with Sydney Airport Pullman. So afternoon club canapes and drinks were available at the bar, not an issue, grabbed a table and ordered some drinks, the staff were friendly and new their stuff. I asked where do i find the food station, was shocked that Brisbane Aiport does not offer this to their Club guests and that a plate will be served shortly to our table. Now this was not what we expected and other guests seemed to also.raise.eyebrows or question the bar team. So we.got our plate to share with my husband a room.guest, to.be frank it was stingy, unappealing and not to my expectations of Pullman Club standards. The beverage service was available for the 2 hour period which many guests took up, but we.were refused any more food to.snaxk on with the free flowing bevies. I.was told that if I was still hungry to.book into Apron Restaurant and pay for.dinner, we pay high room rates to avoid this issue and always in other Pullmans enjoy the food offerings with unlimited refills and the kitchen always put out fresh dishes when required. This was very disappointing and single guests were served the same plate offering as 2 guests, unfair in my opinion. We.will.never bete booking a club room.again if returning to Pullman Brisbane Airport as it is not worth the cost and not get an offering similar to.other sites i will just book room.only and use.my AccorPlus discounts at the restaurant, speaking of that, a big shout out to Marcus, I had booked a table.for.5 at 7pm, but inadvertent didn't use.24hr times.on booking so it was for that morning, restaurant we.fully booked so lots of hungry vl7b guests sitting around, we squeezed me.in and.kept.me.m updated right up to seating us at our table, excellent customer service, lived the fitout of restaurant and ambiance. Food was outstanding. Breakfast next morning was good and coffee was excellent Overall the hotel.is located in prime.position for.teansit customers, parking overnight pricing was excessive compared to other accor hotels. I definitely rate Sydney Aiport club experience as a...

After staying at numerous airport hotels across Australia, the Pullman Brisbane Airport has earned the top spot as our absolute favourite. This hotel consistently delivers an exceptional experience that makes those inevitable airport stopovers something to actually look forward to.||The accommodation itself is outstanding, with incredibly comfortable beds that ensure a restful night's sleep - no small feat when you're dealing with travel fatigue and early morning flights. The quality of sleep we get here is genuinely impressive and sets the tone for the entire stay.||The staff throughout the hotel are consistently friendly and professional, but the bar staff deserve special recognition. They are absolutely outstanding - genuinely happy, welcoming, and friendly in a way that feels authentic rather than scripted. Their positive energy really enhances the entire experience and creates a warm, inviting atmosphere.||The restaurant is excellent and offers high-quality dining that rivals many standalone restaurants. The breakfast is also excellent and delicious, providing a perfect start to travel days with quality ingredients and plenty of variety. For Accor+ members, it's also a fantastic place to make the most of the dining discount, adding even more value to an already great experience.||If I had one piece of constructive feedback, it would be regarding the bathroom amenities. I really wish the Pullman would catch up to other progressive hotels by switching to pump-pack dispensers for soap, shampoo, and other toiletries. Those tiny individual bottles are terrible for the environment, and making this simple change would align the hotel with more sustainable practices that many guests now expect and appreciate.||Despite this minor environmental concern, the Pullman Brisbane Airport remains our go-to choice for airport accommodation. The combination of comfort, service, and dining excellence makes it stand out in what can often be a disappointing...