ibis budget Dandenong — Hotel in Melbourne

Dear Manager, I recently stayed at Ibis Hotel Dandenong and wanted to share my experience in detail, as I believe it’s important feedback that could help improve future guest experiences. Upon arrival, the first thing I noticed was the strong, musty odor throughout the lobby and hallways. The air smelled old, stale, and unhygienic, which gave a very poor first impression. I would recommend addressing the ventilation and deep-cleaning carpets and upholstery in common areas to improve air quality. While the pictures of the rooms on your website looked clean and modern, the reality did not match. The room had a persistent unpleasant smell, and it felt like there hadn’t been any recent airing out or deep cleaning. Attention to basic cleanliness and refreshing the rooms could make a significant difference. The air conditioning unit was mounted too high, requiring me to stand on a stool to adjust it — this is clearly a safety hazard and not acceptable from an OH&S perspective. Ideally, air conditioning controls should be easily accessible from ground level or remote-controlled for guest safety and convenience. The mattress was another major concern — it was so thin and uncomfortable that it felt like sleeping directly on the floor. It made for a very restless night. Investing in higher-quality mattresses would greatly improve guest comfort. Additionally, the security of the door was not reassuring. The locks felt flimsy and didn’t provide the level of safety I would expect, especially for business travelers who may have valuable equipment. I recommend upgrading the door locks and considering additional security measures like chain locks. Finally, the overall atmosphere of the hotel felt more suited to long-term residential stays rather than business or short-term guests. This was not made clear at the time of booking. Clearer communication on the type of accommodation you provide would help set more accurate...

As a LONG STAY my experience has been amazing nothing I can complain about.

STAFF: Onsite management Zaka is amazing has helped alot & makes my stay feel comfortable to be here. Receptionist Fuzlan & Hussan are very prompt and are well explained on arrival. Cleaners do as best as they can, services from "Sasi" and the team have been an absolute pleasure whilst working under pressure at times.

PRICES: As a Gold member and booking from the ALL.com app has amazing perks which I love and have benefited myself and partner, Thank you.

ROOMS: My room is one of the best rooms I have stayed in whilst being here as I have stayed in other rooms that need some or alot of attention eg. Working fan in shower, fridge sometimes works and air conditioning to be dust free. Mattresses and Pillows need to be replaced every 6mnths or whatever the maximum requirements are, due hygiene and comfort. Love that towels, bath mat, sheets, blankets, mattress covers, pillow cases, coffee, Tea, sugar and milk available everyday when needed.

BREAKFAST AND DINNING AREA: I have had breakfast many times and I say for the price it's worth what is provided. I do however question why their is only one microwave to cater to many rooms in this hotel?

FOOD/SUPERMARKET: Are very near by 2-5min distance via car and walking 3-25mins.

PUBLIC TRANSPORT: Bus stop are 1-2mins away from the hotel very convenient. Uber and Taxi access is easy and available.

CAR PARKS: Free and plenty of car spaces.

ALL.COM APP: Easy to book with great prices as a member however when using the with a timeframe of the extra special deals many times have not worked, when making contact with sales team to ask why I have not had the deals added to my stay, they have advised that management has taken the hotel off receiving the additional deals, Can this be explained please?.

OVERALL: I kindly thank you for having me stay and i appreciate the great...

I stayed at the ibis budget hotel in Dandenong on Friday the 7th of February 2025. In the morning I noticed bugs crawling around in the pillows and sheets. I identified them as bed bugs.

I went down to reception to complain/check out and was greeted by the receptionist. She asked me if everything was well with my stay and I told her about the bed bugs and that I wasn’t happy. I asked for a refund and she complied without hesitation. She swiped my card, and notified me that the refund could take a up to four days to process.

Today on Wednesday the 12th, 5 days after my stay, I still hadn’t received my refund. I called to confirm my refund was processed and was notified it wasn’t. The receptionist then told me he had to check with his manager if I was allowed to have a refund.

The management team are now stating that they will only consider refunding me if I can produce evidence.

The evidence was walking all over my bed on the morning of check out, 5 days later I now have nothing to produce. I feel I have been tricked and conned by the employees and management team at the ibis Dandenong, a hotel I’ve stayed at often in the past.

I have endured so much stress from this experience. I broke down today on the phone with the receptionist who was cold, denying, and dodging any responsibility.

The receptionist implied that I was lying and hustling the buisness. Crying, I asked him to confirm with the receptionist who checked me out at the end of my stay. But no matter what I said they just kept prompting me to provide evidence. Which is impossible at this point.

I am aware of my consumer rights and the fact that they have been violated multiple times by the staff and management at the ibis budget...