Burbury Hotel Canberra — Hotel in District of Canberra Central

ABSOLUTLEY REVOLTING Our trip to the Burbury was highly anticipated, after enjoying my time previously in the Realm and hearing good things about the Burbury we decided to check it out. We made a booking with two single beds and sent THREE confirmation emails when the property sent us messages to say our request regarding beds couldn't be received- but a request was submitted, this was quite annoying as we had specifically booked a room with two singles.

Confirming again with the lady at the desk, who assured me that my request had been met, once we arrived to the room - it had not and it because obvious to us that the request was never even acknowledged, and they would rather make us wait over an hour for house keeping to come and remedy it.

Now we could turn a blind eye to the unwashed carpets, the casings and coverings missing off a 1/3rd of our chairs, the rubbish left outside our door when we first checked in....but here's when our trip really hit it's peaks!

At 12:30am, while we were asleep in bed, we were awoken by a large obnoxious humming noise, being unable to get back to sleep, we went downstairs to the "24 hour reception desk" to which was unmanned and left us calling Doma hotels for assistance. When the night staff finally arrived, he assured us that the manager would be there in five minutes to fix the problem.

Once the manager arrived we all went up to the floor to investigate, however the obnoxious hum resonating from the storage room just around the corner from our room had ceased.

At this point the manager bizarly offered to change our room, but we had no issue with the room, we were just upset at being awoken at 12:30 when we've paid for the experiance of staying in your hotel. We explained we didn't want another room, but at the very least we would hope that they would provide compensation in the form of a breakfast or reduced rate on our next stay - waking up to an annoying unchecked noise is unacceptable if we've paid for a quality hotel. We were then assured that they would and that they'd mark such things down at reception for tomorrow. Fast forward 10 minutes, we've gone back to bed, when reception decides to call us. Simply to tell us that, because the manager couldn't hear the noise himself there wa clearly nothing there. Now, the front of staff member has proceeded to insinuate it was not their fault or responsibility because they couldn't hear it, and that the manager was only prepared to change our room, and any previous notion of compensation for us being woken up in a reputable hotel at half past midnight was no longer on offer.

We are EXTREMELY DISSATISFIED with the disgusting level of customer service and respect at the Burbury, your night staff should be fired, they are disgraceful. I have never experianced such unprofessional behaviour in a hotel I've decided to stay in, I'll reiterate that this was absolutely disgraceful. I will be posting my review everywhere, I will never waste my money on such an abhorable experiance ever again. RUDE NIGHT STAFF FILTY HOTEL POOR SLEEP 1/5 STARS DO....

I wouldn’t recommend this place to anyone. Firstly the room we were given had mould in the shower - black mould. We advised reception to be told we had to wait before anyone could assist us. Unfortunately we waited a further 20 minutes. I went down to reception to show them the images of the mould and explained the time sensitive matter as we had been travelling and just wanted to rest and a shower.

After a further 15 minutes the team showed me to another 2 rooms on the same floor also experiencing the same mould problems. We were then shown to a disability room of which I declined to take as if there was a last minute checkin for disability access we would need to move & I wouldn’t want to put out someone who needed that room.

Eventually the staff found a room for us to call home for the next 2 nights - or so we were hoping. Unfortunately the staff missed many white stains on the comforters as well as rubbish and other grossness in a hotel room that you don’t want.

As we were tired we figured we would tell staff in the morning. The morning staff assured the cleaners would rectify the issue and ensure the room would be tidy for our return - we placed the “please make up room” sign on the door. The staff didn’t have any form of compensation until I asked and advised we were travelling for my partners birthday - but when the mid breakfast they did allow us to have didn’t make up for this experience. The service and state of Ostani was less than ideal. We were seated at the fire lounge with the proviso we would secure a table in 10 or so minutes. Along comes 20 minutes and still nothing (we didn’t really mind as the menu and food that came out to other diners looked good) however as soon as a table would be cleared a couple from outside would pop in and take the table - despite them not having a booking and not waiting in the already increasing line waiting for a table in the Lounge. There seemed to be no organisation & I ended up asking if we could sit at a dirty table before asking staff to clean it.

I don’t want to even get into how long we waited for a coffee to come… I’ll leave that to the imagination of the reader.

Overall this was a very average experience. I wouldn’t recommend this hotel to anyone. Unfortunately I feel like I failed my partners birthday plans.

A positive: the bed was super comfortable and the hotel offers...

Extremely poor service from the start.

Booked two rooms for one night using Burbury VIP. Checked in to the hotel well past the check in time at around 3:30PM. Went to the room to find out that one of them has a double bed and not a king size bed which would have been fine, mistakes happen we are all human, but the toilet was unclean with unclear water and patches on the toilet seat. Went back to reception and told this and was told if we could stay till 5PM to get a room but fortunately got one before that.

General appearance was good but after a few minutes you realise that the rooms have cobwebs near the windows behind curtains and in front, dead spider in one area, Mini bar filled in one room and in the other there was hardly anything and even the leaflet that mentions the pricing was not there on the room that had no items in the minibar. Knowing this might be an issue I took pictures (attached). For a welcome drink you need to go to the Leylar bar (this was a first for me where you need to go there)

After checking out, went back to the reception handed the key and I was asked if I used the mini bar? I told them of the issue with the two rooms and that the mini bars were not filled and that we did not use any item there.

Next day I was charged $105.50 for the use of a mini bar!!! I called the hotel and inquired about this charge but although they were apologetic as usual they are yet to refund the amount. I guess they are wondering how we ate plastic, glass bottles and wrappers as there were non in the room.

Utterly insulting... If I have so much as ate a nut would have payed without question but they are quick to charge you but not so when requested for a refund for a mistake they have made.

House cleaning should stop talking nonsense while cleaning rooms and start taking a bit more care about doing their jobs. Someone competent needs to manage them as this is a very poor image to any hotel. Provide at least one water bottle as complimentary charge for it from the 2nd one on if you must.

Poor management, poor hospitality, highly disappointed. Awaiting the feedback from the...