Atura Dandenong — Hotel in Melbourne

I stayed in this hotel for 2 weeks and here is my take on it.

Hotel : Entrance is up the ramp and has plenty of parking at the front, back and sides. It's easy to locate it as it's close to the main road.

Check-in : Checking in was hassle free. The guy at the reception was quite patient even though I had issues with my payment. Even though I didn't have the card with me they processed my booking with the card info.

Room : It was spacious with enough furniture. It has a TV, kettle, coffee machine, mini fridge, snacks, drinks, iron & iron table, locker, decent size wardrobe and 2 chairs. The bathroom has plenty of space around the sink. Just wished it had a hand faucet in the shower and a separate shower room. It has a bathtub that doubles as a shower. You get a hair dryer, box of tissues, towels, shampoo, conditioner, body wash, body lotion and a soap bar. Had to ask them for toothpaste and they gave the world's smallest toothpaste. But luckily there are shops around the hotel so it's manageable. As far as the cleanliness of the room goes, everything was good except the carpets. There were coffee stains on it. They clean the room on a daily basis unless you don't want them to.

Laundry : The hotel has internal laundry in the basement just opposite the lifts. You will need to collect coins from the reception if you don't have any. $4 for wash and $4 for dryer. The machines are not modern and are top loading. They have a lot of washing power residue. Machines don't have a timer so it's difficult to know when it will finish. No chairs in the room as well. I had to also wait since someone left their load in the machine and I had to wait for them to come and take it out. They should upgrade them to the EFTPOS machines with a big washer and dryer. They also don't have laundry baskets so bring one. There is a laundry shop very close to the hotel right next to GG's pizza by the name "Dande's Laundromat" which has EFTPOS machines and is open till 12AM. You'll save a lot of time getting your laundry done at this place.

Food :

Breakfast - The room package included breakfast. The breakfast menu was the same on all days except you can ask for the Chef's special at no extra cost. It was either Eggs Benedict/Ham omelette/Waffles with caramel sauce. They have a coffee machine where you get free coffee from but you can also order one for an additional cost. Timings are from 7AM to 9AM on all days.

Lunch/Dinner - They have a fair bit of items on the menu but it seemed a bit expensive. Timings are 3PM - 9PM and they charge $4 for room service.

Coffee - They have coffee and other hot beverages at all times at an extra cost. Just that I felt it wasn't hot enough.

They also gave me cutlery when I asked for it and I had it in my room till I checked out.

Check-out : You pretty much go to the reception and handover the room key cards. They ask you if you had anything the previous night from the room's mini bar and bill based on your inputs. The whole process took less than 10 mins and they also send the invoice to your email.

Overall it was indeed a pleasant stay at the hotel and is closer to my workplace. I would definitely recommend...

The room and everything included was perfectly fine and I appreciated the effort the late night staff member at the time took in making sure my friend could get his booking. My low rating however comes from the treatment I have received after my trip was completed. I had left behind some items and in an attempt to get the items back I called the hotel and was answered by someone who sounded as if they just couldn’t be bothered with my enquiry and I was told it was best to call back later in the day as the cleaners hadn’t been through the room to recover any items.

I decided to wait and ended up coming back to the hotel instead to recover my lost item. I was told that the cleaners STILL hadn’t been through the room (this was now 6 days later). My name and number was taken and I was told I would receive a call in the next 2 days. I didn’t receive a phone call so I called back and was put on hold multiple times before being asked for my name and number AGAIN so that someone could call me back once they figured out what happened with the room.

Hours had passed so I called back myself and the same person as before had answered the phone saying “oh yes hi I was just about to call you” ???? Sure.

I was finally told the cleaners had in fact been through the room but no items were recovered or given to whatever lost property system you have in place. I was told I would get a call back tomorrow after someone double checks to make sure nothing was left in their office. When I asked where my item was I was told the same thing about being called back. I replied okay, thank you before the receptionist abruptly hung up the phone.

I have been nothing but patient and I’m not one to ever write reviews. But the handling of this situation was disrespectful and was given an attitude of “I can’t be bothered with you”. The item in question is going to cost $100.00+ to replace, and while I accept the responsibility of it and admit to negligence by leaving it behind, to be treated like this by 3 individual staff members and sent on ride now lasting 8 days JUST to recover an item shows a lack of professionalism and negligence in your ability to provide customer service.

Furthermore, where is the item? And if the room hadn’t been cleaned and no one had entered, when I came back to the hotel why was I not allowed to just go and get it?

I look forward to my phone call tomorrow and would greatly appreciate an explanation as to where my item ended up. Whether it be a bin, or someone’s...

I recently stayed at Atura Dandenong during the weekend of the Melbourne F1 race. Although far from Albert Park, the hotel is very affordable which is rare for the race weekend. I found the room to be clean, spacious and had no issue with it whatsoever. The breakfast offering was quite good too, however coffee needs to be paid out of pocket. The hotel is close to many shopping centres and food. The online check-in option misleads you to believe that parking is only at the cost of $15/night, however, they have free parking at the front and an abundance of free parking at the adjoining businesses. The $15 fee is for extra secure parking at the back of the business, which is totally unnecessary given the hundreds of spaces nearby. I didn't enjoy the customer service experience. I found both men who worked at the reception desk to be rude and lacking manners- not just towards me but also towards other guests. They took a long time to check guests in, said things like "Do you get it now?" in a patronizing tone to other guests, answered questions incorrectly (causing a dispute) and were glued to their phones even when my husband was clearly standing in front of them for some time, ready to speak. They have a promotion where if you're staying for 2 nights or more and don't have your room made up/towels replaced, you can have a $10 credit from their restaurant. So we opted for this but it was disputed by staff who said it was only when 3 nights or more, which we annoyed about but accepted. But then we saw the wording on the back of the door-hanger which showed we'd been misinformed, we asked for a $10 refund which was still refused. There was a power outage during our stay and we didn't have hot water for 24 hours with no explanation from the staff, no apology, and not even a drink or coffee offered as an apology from the hotel. When we raised our dissatisfaction about the misinformation & hot water, it took a bit of arguing just to get the staff to reimburse anything at all. It's a shame the front face of the hotel are people who don't care customer service at all. You can wear a blazer, but that's not what makes a...