Quest Burwood East — Hotel in Melbourne

My experience of staying at Quest Burwood East. On first impressions, the room was large, with a fully equipped kitchen, including a dishwasher drawer, an oven, and a microwave.

I was checking out the appliances, I opened the dishwasher, then the oven. This is when shock set in. Inside the oven, was a methadone pipe, or ice pipe. The only reason I recognised it it was from what I have seen on television. I took the ice pipe down to reception and gave it to them. They were very apologetic about this being left in the apartment. It wasn't until I was going to bed, that I took the grubby looking feature pillows off the bed, then noticed the crumpled pillow cases, which had bits of fluff and hairs on them. I then pulled back the doona to reveal filthy sheets, that had some type of bodily fluids on them, I couldn't say for sure if it was urine, vomit or some other type of disgusting fluids that caused that. The sheets were also crumpled, with hairs, fluff and who knows what. I called reception, which was a recorded message, stating to dial 9 for after hours contact. I was tired, as I was doing my mothers funeral the next morning. The person I spoke with said someone would call me back in 15 minutes. I waited 25 minutes and then dialed again. Again the first person said that some would call. I explained that no one had and that the ice pipe in the oven that day and now the disgusting bedding and that I just wanted it sorted. If they could point me in the right direction to the linen cupboard I would strip the bed and remake it. A person called, told me to go outside the building, at 11pm, put a code into a box and get a key to another apartment. I did this, and after them giving me to wrong code first time and me having to call again, I got the key to another apartment. The second apartment was not spotless, it was still grubby, but the sheets looked as though no one had defecated on the sheets. I told a friend that had a Quest franchise about my experience and he asked if I had been offered a refund, which I said no, no one had apologised when I dropped the key back or made any contact with me since. He said that Quest apartments are a franchise and depending on the owner of individual Quest apartments, it would reflect their standard of rooms and cleanliness. I personally will not be staying at Quest Burwood again and I think I will give the Quest brand a miss, as the Quest brand has not lived up to my expectation of a clean and safe...

The booking process was simple, quick and provided all the information needed without having to call the hotel to confirm anything. Parking was easy to find prior to check-in. I paid extra for onsite parking which I was provided clear instructions on how to find entrance and provided a key card for access which was straightforward with clear signage around the complex. Room was exactly how it was described on the 3rd party site it was booked from. Everything was clean, came with all essentials needed for a quick over night stay or longer. Balcony provided was big enough for 3-4 to enjoy and private with screens in-between each balcony. TV was simple to use with free to air and multiple streaming services included. Good water pressure in the shower and all showering essentials provided. Check out was quick and easy with lovely customer service provided from the concierge at reception. Good prices for the rooms available, Great service and beautiful place to stay. I’ve come back to add to my review after reading Vanessa’s review below. I had a little chuckle to myself when reading this, it’s refreshing to see a business reply with such genuine honesty. People complain to much these days over the lack of service provided, quick to point the finger whilst refusing to look at themselves first. Customer service is not as simple as it looks. When you come across all types of people in our society, it highlights just how important it is to have good people skills, it provides you the tools to be able to handle people like Vanessa. The difficult people that can ruin your day instantly, the customers who only see the negative. Most of the time It’s not about the problem that occurred but how it was handled. This reply from the business was brilliant and perfectly written. For far too long we have lived with that saying “ the customers always right”, good to see this business standing up for themselves. It sounds like you provided great service to a very entitled and difficult customer, well done and please keep the refreshing and honest responses coming, the world needs more authentic reviews...

I recently had the pleasure of staying at Quest Burwood East and I must say, it was an absolutely delightful experience from start to finish. The level of service, attention to detail, and overall atmosphere exceeded my expectations.

The check-in process was smooth and efficient, with the staff warmly welcoming me and addressing all my inquiries with genuine enthusiasm. The lobby and common areas were tastefully decorated, creating a welcoming ambiance that made me feel right at home.

My room was not just a place to stay but a haven of comfort. The cleanliness was impeccable, and the attention to detail in room amenities showcased the hotel's commitment to guest satisfaction. The bed was incredibly comfortable, ensuring a restful night's sleep, and the view from my window was quite nice.

Throughout my stay, the hotel staff exhibited a level of professionalism and courtesy that is truly commendable. Whether it was the housekeeping team or receptionists, everyone went above and beyond to ensure my needs were met. Their dedication to creating a positive guest experience was evident in every interaction.

The amenities provided by Quest were diverse and catered to both business and leisure travellers. The fitness centre was well-equipped, and offered a great place to exercise.

What truly sets Quest Burwood East apart is the genuine care for their guests. It's not just a place to stay; it's an experience crafted with thoughtfulness and a commitment to excellence. I would wholeheartedly recommend this place to anyone seeking a luxurious, yet welcoming, stay. I am already looking forward to my next visit.

I want to specially thank Rea for making my stay a truly memorable one and promptly answering questions regarding the local area.

Warm...