Rydges Mount Panorama Bathurst — Hotel in Mount Panorama

We chose this hotel for the location and having stayed at several other Rydges hotels. Our list of disappointments commenced once we entered our room. Someone had set the air-con to 20c and the room was very cold (side not, the information in the room suggested having the A/C at 22-24c for optimum operation). Even though it was cold, it still felt clammy from the humidity. On our initial inspection, we noted most of the surfaces were dusty as if no one had been in the room in some time. The carpet felt dirty underfoot and looked like it had never been cleaned. There was mould on the grouting around the bath that looked like it had not been cleaned in a long time, if ever (pics attached) Each bedside table had a lamp, but only one power adaptor. When plugged in, the light could be turned on, but not off.. had to unplug the adaptor. In the wardrobe, only one of the four drawers could be opened easily. We informed the front desk when we were about to go out for dinner. The female clerk was embarrassed and buried her face in her hands, assured us the room had been in constant use after we asked how long since anyone had stayed there. What we didn't get was an apology for the condition of the room or an offer to be moved to another room (not sure if there were any available).

When we returned from dinner, we looked more closely at the rest of the room and noted the following: Front fascia of A/C looked like it was about to fall off Only one face washer was provided, even though the booking was for two people (two towels were supplied) Hair dryer was missing, only the clip on diffuser was in the storage spot. The bath had a crack in the base (unsure if this allows water to leak under it) Only two coat-hangers were provided in the wardrobe. Power outlets on either side of the bed are hard to access (even more problematic given the table lamps didn't work and we needed to plug our phone chargers in) No light switches near the bed. The switches for the room lights are on the wall opposite the bed. No tea towel or dish rack was provided. The chair in the room was split along the seam (pics) There is no key car access to the car-park when the roller doors are closed. We had to phone a number to have the door opened (had to call twice because whomever was at the other end didn't open the door the first time). This means someone has to exit their vehicle to get the phone number from the wall next to the roller door. If it's raining, this becomes even more of an issue. If this had been mentioned at check in, we would have been prepared. The entrance door to the room does not provide any soundproofing and we could hear every sound in the hallway when housekeeping started work. (No issue with housekeeping doing their job, but if you want to sleep in, the noise ensures you won't!)

Overall, an extremely disappointing experience. It may have just been our room, but with so many things wrong in the one spot, it begs the question, how much maintenance is carried out to ensure the Rydges name is upheld?

We won't be in any hurry to...

Place is beautiful. My room was lovely and very clean. Check in process was very frustrating. I stayed on the 16th/07 for one night. I booked through Snaptravel. A full payment was made and a confirmation was sent to me shortly. I walked in to reception and presented the confirmation but the reception female staff that night was very rude and not helpful at all. She only provided short firm answers and she was very cold even when I tried to be friendly and smiling.

She asked to see the confirmation which I showed her on my phone screen. She then said she couldn't see anything relating to my booking in the hotel system. I showed her the transaction on my CommBank app, and the transaction details including the confirmation number again. These all matched very well. She said sorry but I can't see anything on the system.

I stood there for some 10 minutes while she said nothing to me or even make any efforts to sort things out. I then asked what could be done as I was tired and needed to know what was happening. Her answer was, "sorry but you shouldn't have booked with Snaptravel, they are very dodgy. (How's that a guest's fault when you allow them to have your hotel on their platform.?? I wondered)

She made me feel unwelcome even though I had paid 137.67 for one night. There were many hotels that night with a cheaper price, but I had decided to go for quality hoping for a better experience.

Other than substandard training, I felt like this had something to do with my racial appearance as I saw no other reason why a hotel staff could behave this way towards a guest. She asked me to go and come back in about 15 minutes while she waited to see if the booking details could come to the hotel system. I went and sat in my car, and came back after 20 minutes. She said the details had come and she asked me for my identification. I presented everything she asked for. I was finally checked in and my room keys handed to me.

Usually, hotel staff will direct you where your room is located, lifts, restaurant/bar operating hours, breakfast details and car park, but she said nothing.

I asked where the guest parking was, as she made no efforts to at least direct me where the car park was. "Just park anywhere", she replied. (That was a wow).

She then called me back and she said she needed to charge$1 from my credit card just incase anything would be damaged in the room on my departure. I said it was fine and I handed my card back to her.

I then asked, how come this was only$1 and what was that item that costed only 1$ in the rooms. (I guess it was for her to confirm wheather or not my card was valid/working) this added to what I was feeling already. (Judged based on my racial appearance).

Overall, the place is beautiful with lovely clean rooms, but unfortunately I can not recommend it or come back again. I am a manager at a 4.5 star hotel myself and I understand how important it is to treat people with respect and not ruining their experiences.

Please take my feedback as a case study and train your staff to represent your business in an...

Email sent to the hotel GM after stay, see below.

Hello James, I checked into Rydges Mount Panorama on the 24th for two nights checking out today on the 26th. On the 25th I left the room in the morning for the day to be with my family for Christmas, as you will see in the photos I left the please make up my room sign on the door only to arrive back late at night to find nothing had been done, so there were no clean towels, no fresh bottled water, no coffee and an unmade bed, I had left some rubbish in the bin and obviously this was also not removed.

Please see attached pictures for further issues with the room - it was absolutely disgusting!

The bathroom was very dirty with black mould and very unclean, it smelt like sewage. When I went to plug my phone in next to the bed I discovered a shocking site behind the bedside table - see picture attached.

Just before I was heading out to see the family I had dropped my phone behind the couch next to the bed where I discovered more horror - see pictures attached. Now you can see that this is not just something that housekeeping has just missed, it’s has been like this for quite awhile now… Further more the blackout curtains are not that, they were not even covering the entire window, so no sleep once the sun came up - see attached pictures.

Due to not having the coffee refreshed in the room I did go to the restaurant to purchase a coffee, I was greeted by a young person who asked how could I help, I asked for a coffee (skinny flat white with three shots and no sugar) the young person replied - I don’t know what that is? Anyway after waiting a little another staff member walked over to help, this staff member was very abrupt and some swearing dropping the f word when this staff member had put the order in wrong. Once the coffee was being made by another staff member, I was sitting in the bar waiting, the staff member making the coffee did not engage with myself at all instead was having a loud conversation about rosters and time off with the other staff member who earlier dropped the f-bomb, it was extremely uncomfortable and very unprofessional.

On my leaving the room in the morning I overheard two housekeepers having a conversation about how messy Asian people were and the conversation seamed quite racist.. I did not hear the entire conversation as I was walking away… Regardless, this behaviour is extremely unprofessional and not on! Especially in the front of house environment.

James, I’m am just absolutely beside myself with what I have seen and unfortunately Hurd during my stay..

As my stay was a complete train wreck I am expecting a full refund, I look forward to your response.

After many emails and threats to report further, I did receive a full refund.. I see many others have experienced the same, you also devise a refund as we paid for a service we did not receive.

Photos in review are only a few of what was encountered during the stay.....