Bright on Track — Hotel in Northern Victoria Region

Upon checking in we should have smelt a rat. The manager, Leo, made us read an archaic Terms & Conditions and even asked have you read it carefully? I really thought that was strange since all it mentioned was pretty standard stuff about room cleanliness and hygiene. There WAS one line about don't sleep on the matress cover else there would be a fine. I read that and so did all my friends and off we went into our rooms. 2 families religiously followed the rather draconian doctrine of not sleeping over the mattress although God only knows what evil can come off it! Surely the property thinks that it will lead to Armageddon as what happened next will prove so! The 3rd family who went with us were really tired, as all of us were! We had driven in 5 hours from Melbourne, had kids with us, were on the slopes and were too exhausted. So obviously they forgot the Hitler-like diktat and slept over the mattress. Whats the big deal or so you would think! In the morning, I heard a great deal of shouting coming from the room of our friends..upon rushing over there, I found that this incorrigible manager was YELLING at my friends at the top of his voice. I mean take that for Customer Service 1.0 ! He was bellowing at the top of his lungs that how dare you sleep over the mattress! The poor things were so terrified at this ordeal that they cowered and tried to explain to him ...but what wrong have we done! He absoutely wouldn't listen and then charged over to tghe reception and said you have "soiled" the mattress and the the protector and now you have to pay 40X2 =$80! I was like what for? your job as a property is to service the room and whatever's inside it ! How can you ask for extra money from us for doing whats your remit? He was like no - we don't wash the items so you have to pay. I mean the logic was insane...He kept shouting and arguing with all the ferociousness of someone who thinks that they can bully and browbeat a customer to pulp. Unfortunately or fortunately, I am rarely someone who will take bullying lying on my back. I made it apparent with the tone and volume of my voice that his actions while being eminently deplorable, were not only absurdly misaligned with the basic premise of customer service but were also bordering on being motivated by reasons which cannot be stated here. I am thoroughly shocked and disappointed with this experience and not only did this ruin the experience for all of us who were looking for a nice weekend out of town but has also led to trauma for one of our friends. Avoid this place at all costs and I really hope to take rapid and cohesive action against this place for the ill-treatment that they have...

On the first night when we arrived, all restaurants were closed so we were looking for some bowls to eat our instant noodles with. There were none to be found in our room so a couple of friends went to reception for assistance. Very grumpy, the hostess walked with my friends back to the room and showed us the plates she'd left us in the cupboard and insisted that they were "bowls". I said thanks when she was on her way out and she didn't even turn her head. Fine, lack of courtesy has never killed anyone I guess.

But it didn't end there. When we came back to our room the next day after lunch, we found a note on our bed showing the rules. The section saying that guests must lie between the bed sheets was highlighted. The charge for not complying would be 40 bucks! We were a bit dumbfounded as we'd been to many motels but never had we encountered a place threatening us with fines for not using bedding sheets properly. Anyway, when in Rome...so we kept our mouths shut and complied. On the morning of the third day when my mate went to reception to check out, the host gave him a lengthy dressing-down and wanted to put an extra charge of 120 dollars on us. He said that it was a recurring problem for them that guests wouldn't use bed sheets properly, that it would take a lot of effort for them to wash the sheets up, blah blah blah. Well if that's the case then they should have made it clearer to us when we first arrived, not charge us extra just after 1 single notice! My mate is a nice guy and he copped it as nicely as he could have. In the end, the charge was graciously reduced by the host to 60 bucks (even though the rules note said 40) Bright is a beautiful place and I may be coming back but I know for sure that I won't be coming back to...

Takeaway experience from 1 night stay at this hotel was really appalling. We (3 families) booked for 1 night stay and paid more than 500$ (3 Rooms) and when we handed the key at 10 am in the morning. We had this guy who checked the rooms, he started shouting when he say the perfectly made up bed in our room. Literally he was so rude as in how people like us (Racism) don't sleep between the sheets and they would now have to wash the top sheet.

Shocking bit is they don't launder the top sheets, i mean when we enter the hotel we might keep our bags on that sheet, sometimes kids will climb on them with shoes, there could be some diaper accident. Which hotel (charges so much) will admit that don't wash their sheet and blame the visitors for sleeping on that sheet and charge extra for laundering.

This isn't the first hotel we are staying, we have been to most parts of the world and have used many hotel accommodations. This incident really killed the trip for all of us. We will definitely come back to bright, but not to this HOTEL...