ibis Styles Kingsgate — Hotel in Melbourne

Hi I usually never write any emails or complaints but I hope to reach to Jack Chen, cause this has to be the worse experienced I’ve had with any hotel my entire life.

Hello Jack, I wanted to get to you and let you know from a customers perspective so you can have feedback.

A few days ago I booked a night at the 131 Kings street Ibis hotel, very excited as I just got to Melbourne and went to see the Australian open. I ended up extending my night and paid in full.. another day came and I asked if I was able to extend another day, they agreed however I was pestered non stop by the employees, receiving calls every 10 minutes in my hotel room to demand for payments for that night, however I explained to them that I have not stayed the full night and had a possibility on staying longer, although I usually pay earlier only that day I had issues with my bank card and asked if I was able to pay on the morning coming up (from 8-10 hours) at the time, I explained my situation but they were giving me negative energy by acting snobbish towards me as I told them that I would pay in the morning before checkout. The employees told me I had to pay now or else I would get in big trouble, I have never in my life time experienced this kind of service at a hotel before.

Surprised and shocked by the unprofessionalism, I had no choice but was forced to somehow get the money for them before they could let me back in my room.. I was charged another night and had to sleep outside because I wasn’t able to pay until 8am, and they heartlessly and no care for the customers at all, knowing that I had nowhere else to go and at the time it was 2:00AM, I can name all the employees working that day and also have some voice recording of some of the employees responsible.

I request to have a call back as I had high hopes for this hotel and the people here and was quick to find out how a place like this could treat a customer like this.

I was also charged for the night that I was not able to stay, my stuff and belongings were still in the room, even with explanation i was denied entry until I have paid. Which does not make sense for me to have paid for that extra night for I was not in the hotel accomodation but left outside at 2am in the cold.

Just shocked ther was no empathy ir understanding.. just plain greedy and rude.

I am a very unhappy and disappointed...

Great location near the CBD with a fantastic vegetarian Indian restaurant next door. Front of house staff during our check in were great. We got upgraded to a double + single room but unfortunately the extra bed made the room a lot tighter as it was small to begin with. Bathroom amenities were clean and up to standard.

That said, the bed spread & mattress cover were not fitting properly so the mattress kept getting exposed, which honestly is a bit yuck — and I'm not being a precious princess about this!

There's a lot of noise pollution outside, so light sleepers may have some problems. This would've been a handy thing to know leading up to St. Patrick Day (night before we left) because the drunks on the streets were dreadfully loud and this went on til the next morning.

One suggestion I would like to make is that they provide a microwave to heat up leftovers/make frozen meals/etc. They are fairly cheap at Kmart nowadays anyway.

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Additional Review:

A friend of ours booked a single room for herself and toddler halfway through our stay as we had all planned this trip together. They were told prior to their trip that early check in would be possible provided that there were rooms available. They arrived a bit after 1AM and no rooms were available as expected, but were allowed to sit in the waiting area (toddler promptly fell asleep).

A staff member then said that they could move to the lounge area to rest while waiting for the official check in time in the afternoon. However he came back 3 HOURS later to say that company policy doesn't allow customers to sleep there and that they "actually have a double room available" if she wanted to pay for an extra room on top of their initial booking. She obviously declined that offer and went to a different hotel that was happy to accommodate to their situation at very short notice.

We're not sure if it was miscommunication within the company but this is not a good look at all. Please get this sorted out so that potential customers arriving at late hours don't get treated like an afterthought. Telling someone to "just stay with a friend" isn't a solution, especially when flight details have been discussed long before arrival.

We would've taken them in but I ended up being severely unwell during our stay and letting additional people into our room would've been...

Do not, do not, do not stay at this hotel. That is my very strong recommendation. I can't stress enough just how bad this place really is. Firstly, the noise is totally and completely unacceptable and I can't work out why the owners are not forced to advise guests before staying at this poor excuse for a hotel that they will get no sleep because of the adjoining night club. And if the sound of thumping bass till 5am isn't enough, throw in screaming, swearing and obnoxious behaviour all night and well past the 5am completion of the night club and you get a sense of just how noisy this place is. I can't stress enough just how bad the noise levels are; I feel sorry for staff because as they said they get complaints non-stop but can't do anything about it. They could handle the complaint better, but ultimately the owners MUST , I stress MUST tell patrons before staying there and paying good money that their stay will be completely ruined by this noise. But wait, there is more. The advertising on the website is completely false and misleading to the point where I will be taking whatever action is possible to seek redress. The room we had was filthy, there was a massive great pylon in the middle and nothing in any way shape or form like the advertisement claimed. The windows wouldn't close - I mean, it is not impossible to close the windows in the room we had. The sliding door into the tiny , filthy bathroom was broken and gave you no privacy whatsoever when going to the toilet. There was mould on the door jam, what looked like I'm not prepared to say on the door, the shower head dripped, the water was cold, warm, cold and hot. I could go on and on but it makes me too angry to recount the horror of this place. I took photos which will be sent to whoever I can convince to do something about this place. Stay away, read the reviews here and on Trip Advisor and heed the warning. This place...