Quincy Hotel Melbourne — Hotel in Melbourne

I wanted to reach out and share some honest feedback about my recent stay from August 1st to 5th. To be upfront, the experience left me quite disappointed — and I say that as someone who’s usually very low-maintenance when staying at hotels.||I originally wanted to share this privately rather than leave a negative public review, I know how much impact that can have on a hotel’s reputation, and I’d rather give you the chance to address things directly. However, I received a business card for the higher management upon check out but share my experience but lost it. I have emailed twice within the last week for a contact with ZERO response. This makes my experience even worse, they just ignore emails and do not care about guests. It's quite shocking to say the least||From the moment I arrived, things felt off. There was no warm welcome or basic courtesy at check-in. I had booked a twin room and confirmed that again on arrival, but the whole process was awkward and poorly handled. The staff member seemed to be in training, which is completely understandable, but I was left standing there in silence for several minutes without any communication. I didn’t know if I should wait, sit down, or come back later — it was just uncomfortable. Then we had to wait nearly an hour for the bed to be split. I even suggested we could take the room as-is and have it sorted while we were out, but that didn’t go anywhere either. Some communication would be nice, I'm not asking for much||Housekeeping was also an issue. We put the "Make Up Room" sign out two days in a row and nothing was done. We had to go and ask for clean towels ourselves. On the fourth day, I spoke to reception in the morning and asked if the room could be serviced while we were out — they said yes, but again, it wasn't done until later in the evening. Out of four nights, the room was only cleaned once.||On check-out day, I was asked to pay over $380, even though the payment had already been made when I checked in. I had to wait in silence again while the staff figured it out, which was frustrating. Later, when I came back to collect my bags and the food items I’d specifically asked to be stored in the fridge, they were returned to me warm. I had reminded staff several times that these needed refrigeration, and it was disappointing that this wasn’t followed. One staff member did apologise and offered to refund me for the items, which I appreciated, but by then it just felt like the final straw.||Throughout the stay, I felt more like a burden than a guest. Any time I approached reception with a question, I was made to feel like I was bothering them. It’s honestly the worst customer service I’ve experienced in a hotel — and I’ve stayed in many across Europe, the U.S., and Asia. The hotel itself is nice and clean, but the service really let it down.||Given everything, I do feel the experience fell far short of what I paid for. I hope you’ll take this feedback seriously, and I’d really appreciate some type of response from someone and to be...

I stayed over the weekend with my partner and, unfortunately, our experience started with a disappointing interaction at the front desk, including with the manager on duty. We requested a higher floor with a good view and were told we could only have one or the other, which we found confusing. We proceeded to the allocated room, but it was not the type of room we expected. When we raised this, we explained that we had booked an Altitude Room based on the description and photos we saw online, including from Instagram. We were told that the photos were only for reference and that we had booked an Altitude View Room instead. This felt misleading, as the online post did not specify this difference.

The duty manager eventually showed us the room we expected but said it would cost an additional $40 per night, later offering $20 per night instead. We found this frustrating since this was the exact room we believed we had originally booked. At one point, the conversation even gave us the impression that if we are not happy, she can just cancel and refund us. This made our arrival experience unnecessarily stressful and unpleasant. Given we drove for an hour and was looked so forward for weekend get away and only to encounter this from the front desk.

Although we were eventually given the room we expected with no extra charge, it was disappointing to find it had not been properly cleaned. The floor had not been vacuumed, the table was dusty, and the pillows had visible dust on them. The room also felt warm and had a faint, unpleasant smell. Housekeeping came promptly after we requested vacuuming, but the following day our room was not serviced at all, even after we had arranged for them to return later.

The breakfast selection was also underwhelming for the $35 charge, with limited offerings that did not feel worth the price.

Overall, while the room itself was nicely designed and the location was convenient, the front desk service, cleanliness, and breakfast were major disappointments. My cousin, who stayed recently, had also mentioned cleanliness issues, but I had hoped our experience would be different. Unfortunately, it was not. I strongly recommend improvements in housekeeping standards (including pre-arrival room inspections) and customer service training for the...

Recommendation [10 Nov 2023] I stayed at this hotel recently and had an extremely unpleasant experience. The staff were unprofessional and exhibited unethical behavior. Despite the Aircon in my room not working, they insisted it was suitable for stay. Specifically, staff members Kelly and Sean Nguyen were disappointing in their attitude. I would not recommend anyone to stay at this hotel based on my negative encounter.

I am total disappointed with the Quincy hotel brand and does not reflect its values and promises.

[28 Nov 2023] Thank you for replying to my concerns regarding the air conditioning issue that arose during my recent stay at your esteemed establishment. While I appreciate your response, I feel compelled to highlight certain discrepancies in the information provided.

Contrary to the details mentioned, the Duty Manager did not accompany me to the room upon the initial report of the air conditioning issue. It was only after we returned from dinner and revisited the matter that another Duty Manager addressed the concern. Ensuring an accurate account of events is essential to foster a fair and objective understanding of the situation, and misrepresenting facts may negatively impact the reputation of your establishment.

Furthermore, I must emphasize that there was no instance of yelling or the use of profanity on my part during the interaction with your team. Upholding a high level of integrity when addressing concerns and resolving issues is paramount to me, and I am disappointed to see such claims in your response.

During the subsequent visit to the room, the accompanying Duty Manager was unable to provide a satisfactory explanation for the lack of air circulation, leading us to the decision to seek a refund. Additionally, it was disheartening to overhear other guests expressing dissatisfaction with the air conditioning, citing issues such as it being too cold and difficult to adjust. I believe transparent communication is crucial to ensuring guest comfort and satisfaction.

As a discerning customer, ethical conduct and social responsibility are integral factors in my choice of businesses to engage with. I can only wish your establishment the best in your future endeavours and to uphold high standards as one would expect from a reputable...