Quest Southbank — Hotel in Melbourne

On arrival we were advised that they had lost one of the room keys so 4 adults were expected to share one key between them whilst doing different activities around Melbourne not always all together e.g. My husband went to the Crown Casino and I had to be woken and get out of bed at 4am to let him into our room. Even after following up about getting a key cut you could see they had no intention of replacing the lost key so it makes me wonder how many others have had to be inconvenienced before us and how long the said key has been missing. On checkout when asked about my stay I advised my upset of having to get up at 4am and the staff member just smiled and said oh does your husband like the casino. (???). We had booked a 3 bedroom apartment for ourselves, our 2 children and my parents ans my father is slighlty physically impaired we required 4 single beds and a queen which is what we booked. Although when we arrived the room had 2 single beds a double and a queen they then went to convert the queen (in the master bedroom with the ensuite) into 2 singles we said we wanted the double bed converted as we had booked a queen and 4 singles they then went on to tell us they would do it but it was against OH&S policy (which really isn't our problem) we ended up telling them not to worry about it and to just leave it as it was. I will definitely not be recommending this establishment nor will I ever return in the future very poor service and staff with a no...

Arrived to check in. The reception staff stopped my check in to answer a call to sell another room.

I booked a room the night before for $230. She advise the person on the phone she could give them the same room for $180. After the 5 minute call, she continued serving me. I asked if I could get the same rate and was told no!!!

The pictures below shows what $230 gets you at Quest Southbank. Broken TV remote, broken towel rank with towels left on the floor and toilet for me to use, chipped / discoloured bath and opened water bottle left in the fridge from past guests for me to drink!!!

Reception couldn’t wait to get me off the phone when I rang to ask for fresh, clean towels and water. I also specifically booked a room with a sofa bed as I my brother was going to stay, however was told when asked for extra linen that there would be any extra charge of $50. There was no mention of that at the time of booking or at the reception counter on check in.

I do and have used Quest appartments regularly. I will not use them at any location again.

Very disappointed with the service and the standard of the apartment for the price.

Recommend using other appartments as they have better service and are...

The big plus is the location. The staff are friendly but the daily room service is hit and miss. Some days some things such as coffee, sugar, milk, toiletries are replaced, other days not and what is or isn't restocked is random. The room is cleaned between 10 and 2pm. We left at 10:30 to discover a "we didn't clean your room" sign as we had the privay sign out. When we returned at 2:30, the room hadn't been serviced and asked for it to be done which was organised although we had to ask the cleaner for vacuuming to be done. Wifi is incredibly hit and miss and when it is working, it is very variable in quality. There are three lifts but for most of the stay (5 nights) only two were working and on one instance only one was for a period of time which in a 27 floor building is problematic although lifts are a building management issue. At different times, the smell of cooking from other rooms was noticeable both in the corridor and...