Wonil Hotel Perth - Handwritten Collection — Hotel in Crawley

Our experience at Wonil Hotel for our wedding weekend was beyond disappointing—it was appalling! We booked multiple rooms expecting a smooth, enjoyable stay with our family, but instead, we were met with unprofessionalism, poor service, and unacceptable conditions!

A week before check-in, we called to ask if there were any special inclusions for the bridal party, and a staff member assured us that the bride and groom would receive ‘sweet treats and cookies.’ Spoiler alert—this NEVER happened!

Prior to arrival, we discovered that the hotel had no on-site parking available unless it was pre-booked—something that was never communicated to us during booking or listed on their website. My parents, who checked in first, had to struggle to find roadside parking. When I called to clarify, I was met with an incredibly rude, full of attitude and dismissive staff member named Jahar, who refused to give me her name until I insisted. Eventually, after my dad argued with staff, they reluctantly gave up a staff parking spot for us—something they initially claimed was unavailable.

Dinner at the hotel restaurant was no better. Hotel guests are supposed to receive a 15% discount on bills over $50, yet no one informed us of this and they charged us full price! Worse still, a baby cockroach was crawling on our dinner table. We reported it, but staff barely reacted—just a quick cleanup, no concern, no apology.

The next morning, I woke up only to find a huge yellow stain on my bed sheet near the headboard—absolutely disgusting! I tried calling reception multiple times using the hotel phone, but every time, I got sent to an answering machine. I had to use my personal phone to call the hotel externally—only then did they bother to pick up. How does a hotel’s internal phone system not even work?

Anyway, I decided to go down and speak to them in person. So when I went down to reception and spoke to a male staff member, he was completely indifferent—no apology, no concern, nothing! His response? That housekeeping would ‘deal with it when their shift starts.’ Rude and dismissive!

At breakfast, my partner picked up a croissant only to find a bug baked into it. When we showed the staff, their response was nothing more than an ‘ew’ before casually cleaning up the area.

While getting ready for the ceremony, my mom called reception to request for a bucket of ice for a bottle of champagne that my makeup artist had gifted me. Their response? “There’s no room service—you’ll have to come down and get it yourself.” What kind of ‘4-star hotel’ can’t even provide basic service like ice? Absolutely unacceptable!

As we were getting ready, the fire alarm suddenly went off, forcing all guests to evacuate. Turns out, this was caused by barbecue smoke OUTSIDE the hotel—not even in the building. The incompetence is astonishing!

After returning from our wedding ceremony, we walked into our room to find yet another baby cockroach crawling on the coffee/tea bench top.

To top it all off, at checkout, staff attempted to charge us $50 for parking—despite never disclosing this cost. When my dad previously argued about parking, staff assured him they were giving up their own parking spots to accommodate us. At no point was a fee mentioned. Yet they tried to charge us anyway.

This hotel failed us in every possible way. From the rude, dismissive staff to the lack of cleanliness and basic service, the experience was beyond unacceptable! Even our photographer and makeup artist felt unwelcome.

While the hotel itself may look nice, the people running it are incompetent, unprofessional, and in desperate desperate need of proper customer service training. I have traveled to 66 countries, stayed in countless hotels, and never— NOT ONCE —have I experienced such atrocious service! Wonil Hotel does not deserve its 4-star rating. I don’t know who they fooled to get it, but in reality, it deserves ZERO stars!

Do yourself a favor and stay elsewhere. While a few staff members were decent, 99% of them were absolutely terrible. And...

This hotel is a bit weird. While it is well located for views of the river, it's not really convenient for accessing the city.

Parking is ridiculous, only 8 spaces available for the whole hotel, and the 'drop off' zone which is a tight turnaround had cars parked in it the whole time we were there which meant having to make three point turns to get around them.

The room itself was comfortable, but not well lit, particulary the bathroom. And it had a strange sliding door between the bathroom and bedroom, that couldn't be used to access the bathroom, so we couldn't work out why it was there. Bed and pillows were very comfortable.

The room was serviced daily, but things weren't replaced. For example, we used the milk in the fridge the first morning, and it was never replaced, making the tea and coffee making facility not usable for us. They also never packed away the iron and teapot (not a big deal, but it's usually done as part of servicing), and we had a bottle of wine with cooler and glasses in our room from the bar one night, and they never cleared that away either. One day we were not given a bath mat. The room was clean and tidy, so I know these things seem trivial, but this hotel claims to be 4 star, and I'm just not feeling it.

We were there in Spring, the weather was mild, so the fact that the hallways to the rooms are outdoors (undercover, but open to the weather) wasn't a big issue. However, I could see that in Summer it would be unbearably hot in those corridors, and in rainy or windy weather it would also be an issue. I don't really understand this design, it doesn't make a lot of sense given the Perth weather.

The bar is advertised to be open until 10pm. One night we returned from dinner at 9:15pm and went to the bar for a drink only to be told they had closed. While I can understand that keeping staff there when there's no guests is expensive, if the hotel says the bar is available until 10pm, it should be.

We were in a room facing the river, away from the road, however, the road noise was still quite loud in the room (probably because of the outdoor hallways mentioned above). I can imagine that the rooms facing the road would be incredibly noisy.

Overall, we did enjoy our stay, but I probably would not return to the Wonil. I should mention that all staff I encountered were kind and helpful, and I have no concerns at all in...

Disappointing Experience – Inconsistent Service and Poor Amenities

My recent stay at Wonil Hotel was frustrating and disappointing due to inconsistent policies, poor service, and a lack of basic amenities.

First, the parking situation was a complete mess. We were only informed a few days before our stay that parking was limited and that Accor members would be prioritised. Despite being Accor Gold members, we were denied a spot, while our friends—who were not members—were given one. To make matters worse, when we questioned this, an attendant named John was extremely rude, blaming us for not securing a parking spot earlier and refusing to offer any compromise. Ironically, after much back-and-forth, the hotel did end up giving us a staff parking spot, proving that John either didn’t know what he was talking about or simply didn’t care to assist.

Late checkout was another inconsistent issue. As an Accor Gold member, I was entitled to a 12 PM checkout, but only one of my rooms was granted this. When trying to clarify the matter, calling reception was pointless—no one picked up.

Service in general was subpar. There was no assistance with the porter trolley, and the so-called barista coffee at the restaurant took a ridiculous 30 minutes to arrive. Even basic hotel amenities were poorly maintained—the sparkling water dispenser was broken for our entire stay, the buffet was constantly short on water glasses, and our room’s curtains didn’t close completely.

The condition of the rooms was also disappointing. They were dusty, the air conditioning failed for an entire day, and the water pressure was terrible. If other guests on our floor were using their showers, we barely got any hot water.

The only redeeming factor was that they upgraded one of my rooms, provided a free buffet breakfast, and eventually found us a staff parking spot—though only after an unnecessary argument.

Overall, Wonil Hotel fell short of expectations in almost every way. From poor customer service to basic operational failures, it was an underwhelming experience, and I wouldn’t recommend staying here.

EDIT: I also remembered, I got charged a $15 surcharge for using a card payment which is...