Quest NewQuay, Docklands — Hotel in Melbourne

Upon check-in on Friday, I confirmed with reception that I would be parking at the hotel for three nights and completed the payment. However, on Saturday, I received a notice stating that there was no parking information on file for my vehicle. This was concerning, as everything had already been confirmed and paid for upon arrival.

The situation worsened on Saturday evening when I returned to the hotel and found no available parking. I approached the front desk, where a male and a female staff member were on duty. Their response was both unhelpful and unprofessional.

Instead of offering assistance, they immediately questioned me in a harsh tone: “Why didn’t you put the parking card on your dashboard?” I explained that I was never told to do so, and even if I had received the card, no instructions were provided. I reminded them that their role is to assist guests, not assign blame.

The female staff member then asked if I had received the card. I said yes, but reiterated that I hadn’t been given any instructions. She asked me to bring the card down. After checking it, she admitted that the Friday staff had failed to enter my vehicle information into the system. She then told me that there were no available parking spaces.

Throughout the interaction, both staff members remained defensive and dismissive. When I mentioned their poor service, the male staff member said, “I don’t think there’s anything wrong with our customer service. You should complain to management about the Friday staff—this has nothing to do with me.”

I want to clarify that I had no intention of complaining about anyone. I simply wanted a solution. However, the male staff member insisted I report the Friday staff and even told me to take time out of my own day to find hotel management. I repeatedly explained that my frustration was with the service I received on Saturday, not with the earlier staff. Still, they kept shifting the blame. I am your guest. I came to Melbourne with my own plans, and what I do with my time is my choice. It is not appropriate for hotel staff to tell guests what to do or who to complain about.

To make matters worse, when I returned to my room, it had not been cleaned. No towels had been replaced, and the rubbish had not been removed. When I asked why, I was told that housekeeping was not available during the Easter holiday. I was checking out Monday morning, yet no one had informed me of this beforehand. This is unacceptable for a hotel charging $250 per night.

The following morning, we saw a staff member cleaning the room next door—despite being told the night before that no housekeeping would be available. However, when we returned in the evening, our room was still not cleaned. For three nights, there was no housekeeping—no fresh towels, overflowing trash bins, and we had to go to the front desk to request clean towels ourselves. We paid AUD 250 per night for the room, plus AUD 35 per night for parking, only to receive poor service and a disappointing stay.

Despite everything, I do not wish to complain about the staff member from Friday. He was professional, friendly, and made a great first impression. Everyone makes mistakes, and I can understand a missed detail. But poor attitude, lack of responsibility, and disrespectful communication from Saturday’s staff are unacceptable—especially from front desk employees who represent your hotel.

The lack of courtesy, poor training, and unwillingness to take responsibility shown by the Saturday evening staff had a significant negative impact on my stay. A proper apology was only given after I pointed out the hotel’s mistakes. I strongly urge your management to review staff training and ensure all employees understand the importance of professionalism, accountability, and empathy...

We’ve stayed in many serviced apartments (Quest, Adina, Oaks, etc.) due to our son’s severe food allergies, which require us to cook. Unfortunately, this property is one of the worst. The main issue was poor housekeeping.

We checked in on December 25 and understood there would be no housekeeping on the 25th and 26th due to the holiday. However, upon entering our room, it was clear the cleanliness was unacceptable. There was what appeared to be a period-blood smear, maybe even poop, on the bathroom wall, which I had to clean myself. The kitchen bench wasn’t properly cleaned either, so I had to disinfect it to ensure safety for our 5-year-old.

Shortly after check-in, a staff member came to set up the sofa bed, but it was extremely uncomfortable, with springs poking through the mattress. Even our 5-year-old found it uncomfortable, so he slept in the bedroom with me while my husband took the sofa bed.

We booked a room with a king-size bed but were given two double beds pushed together. To make things worse, the bedding included two single duvets instead of a proper king-size one, making sleep very, very uncomfortable.

Housekeeping resumed on December 27 but was inconsistent. Beds were made, but the bathroom bin wasn’t emptied, and dishwashing tabs, liquids, body wash, and lotion weren’t replenished. Milk, coffee, and sugar sachets were only restocked once during our 8-day stay. We had to call reception on Dec 27 multiple times for these basics, which annoyed the staff as well as our ourselves. This could have been avoided with proper housekeeping.

The balcony was another issue. The floor wasn’t swept or mopped, and the furniture was dusty and dirty, making it inconvenient to enjoy the outdoor space.

Reception staff were decent but could have been more welcoming and courteous. The only time one of them smiled was when asking how was our stay during check out.

On the positive side, the location is convenient. There are good eateries along the promenade (Bhoj and Steakhouse were great), an Asian grocery nearby, and a tram stop right at the doorstep.

We paid $1700+ for seven nights through Agoda, and while the receptionist acknowledged we got a good deal, the room felt like it was assigned based on the discounted price. A lower rate shouldn’t mean subpar service.

Overall, while we accomplished our sightseeing plans, the accommodation was disappointing. We prefer a balance between enjoyable outings and a comfortable stay, and this property didn’t...

After landing into Melbourne with my friends we called Quest at NewQuay and asked if we could check-in earlier and was advised by a staff member at exactly 6:58am that a room similar to ours was available and that we would be able to check-in earlier. We then arrived at the hotel soon after that we were greeted by the manager Sabrina whom was overly energetic and soon as we told her we are checking in early as we were advised a room was available she quickly responded with there are no rooms available and that we will have to wait. We told her that the only reason why we came in early was because we were told by a staff member that the room was available for check-in. She didn't want a bar of anything we had to say and was extremely passive-aggressive about our situation and was not listening to a word we had to say. Not even apologising for the miscommunication from her staff. After we told her the way she was dealing with the situation was very unprofessional, she then said, "Are you wanting an apology?" Like it was our fault.

Her only solution to our problem was to cancel the booking and not check us in, which is extremely poor service and not acceptable. Sabrina was unhelpful and rude despite explaining the situation. Our concerns were dismissed, and no action was taken.

We have stayed at several Quest franchises and will not be staying...