Hume Country Motor Inn — Hotel in Glenroy

I just got off the phone with someone claiming to be named Meetu (unsure if she was lying to me) given she hung up on me and refused to give me her name on the first phone call, I had to call back and she reluctantly gave me that name.||I phoned to advise of our unfortunate situation where my husband broke his ankle in Sydney as we had travelled up for Christmas to spend with our family, and we ended up in emergency pending a possible surgery.||As we have to go back to Melbourne tomorrow and meet with our GP, get further scans and meet with an orthopaedic surgeon we will be unable to make our new years eve trip we were looking forward to.||Now this Meetu was EXTREMELY rude, continually cut me off when I was trying to explain our situation and was NOT in anyway helpful at all and hung up on me when I asked her for her name so I knew who I was speaking with.||I will be taking this matter further to consumer affairs in NSW and posting a scathing review in google about her appalling treatment and lack of understanding I our situation.||Upon looking at the cancellation policy for a non-refundable price on booking.com to whom we originally booked through, it advises it is up to the discretion of the hotel under certain circumstances. I am following this up also with them.||Now given my husband cannot drive and may be needing surgery, I feel that our situation warranted some empathy and understanding and our case to be heard.||We would of happily booked another time if we were given the option for a credit to use later in the year but given how I've been treated, I certainly would not like to stay at your venue ever and will be fighting this matter for a refund.||Now I understand we initially booked a non refundable and we were aware of that when booking as we had all intentions of staying but given we had an ACCIDENT and UNPLANNED INJURY (cause who actually plans to break a bone just to get a refund) we were hoping for some sort of help with our situation.||I have attached photos so you know this is a...

RECEPTIONIST IS RUDE! and not accomodating. All changes need to be made before 2nd of June 6:00pm. WOULD BE HELPFUL IF THEY ANSWERED THE PHONE???? Finally get through on 3rd of June but now I have missed the cut off of modifications so booking is cancelled and no refunds given. All I wanted to do was change my check in date by 1 day. They didn't have any available rooms - she said to me "if we had one available i would modify it for you, but we are fully booked out" I said I would take ANYTHING, even if our family needed to split up into different rooms and i will pay the difference, reiterated that they were fully booked- fair enough, sucks but nothing can be done. The next day I check online and SEE THEY HAVE ROOMS AVAILABLE?? I call back again. RECEPTIONIST IS EXTREMELY RUDE and will not modify because I have booked through WOTIF. Was told I need to contact them if I want to modify booking and have to do it through them. Okay, I contact WOTIF - they contact hotel on my behalf and same lady says NO! to them BECAUSE I HAVE MISSED THE CUT OFF!! HOW IS THIS MY FAULT WHEN THEY DIDN'T ANSWER THE PHONE???!!! So in conclusion.. my only option is - lose the ENTIRE Booking which has already been paid for. AND book again the room I saw available. In what world would I ever book again... absolutely disgusting phone mannerisms from the receptionist. BE WARNED. DO NOT TRY AND CHANGE ANYTHING OR YOU WILL...

Passed through last week with my family for a one night stay. The motel is located at the crest of a hill, in a very quiet part of town (next to retirement villages) Drive to the main part of town is about 6-10 mins. Lovely service by the owners. We were in a family room at the very end of the complex in room 21. Room 21 is quite large, including a large bathroom and parking space out the front. The only disadvantage about being at the end is that it's right next to the hot water systems for the motel which can be really noisy at night. The room was clean, but a little maintenance was needed. Lots of spots in the carpet where it was bunched up as it looks like it had not been laid down properly, which was a tripping hazard especially for my little ones. Had a bit of a noisy night too as our neighbours were very loud all night door slamming and smoking right outside our bathroom window (the window could not be closed completely as it has a 2cm mesh opening) so the bathroom always smelt...