ibis Perth — Hotel in Perth

Our stay at the Ibis was for 3nights unfortunately our first impressions was that we were entering a building site ( the hotel was going through a major refurbishment which we were not advised of). It was noisy, dirty and total unsatisfactory to stay in. We felt sorry for the staff who had to work in such conditions. We arrived on a delayed flight from Kuala Lumpur and had hope to have a rest in the afternoon which was impossible because the noise levels from the building work which were horrendous. Each day the work started at 8.45am through to 5.15pm. When we did complain to the reception staff they just tried to plicate us with a free breakfast but to be fair they were ‘fire fighting’ in an impossible situation.No alternative rooms were offered to us. The lifts in the hotel (only 2 out of 3 worked at any one time) were filthy due to the building work and bins were not emptied in the reception area. No management were visible or made available to discuss our issues with the hotel and our overall impression was nobody cared or wanted to take ownership of the problems at the hotel. We totally appreciate that the Ibis hotel offering is not 5 star they provide good value for money and normally excellent service as well as great locations. If fact we stayed in another Ibis Hotel In Kuala Lumpur and our experiences was the exact opposite to the Ibis on Murray Street in Perth. Our stay was excellent in KL - the hotel was great, the service was very good and the staff were fabulous which makes our experiences of your Perth hotel doubly disappointing. I got the feeling the staff in your Perth hotel were worn down by their working conditions. If the attitude of staff & management is so bad in the middle of a refurbishment when they need to try even harder( when they remained open) then seriously even when the building work has been fully completed l cannot recommend this hotel to any future traveller. There are plenty of good quality hotels in the Perth area and if the Ibis fail to get their act together l would definitely recommend tourists/ business customers seek accommodation elsewhere. The ball is in your court Ibis - not to be making excuses about your refurbishment but to view your offering through a customers pair of eyes and to be blunt get your act together. No doubt you will intend to refurb other hotels and Perth is classic example of how not to do it. To be fair the issues at Perth are not typical of hotels in the Ibis group. I have just noticed a similar google review from a month ago and the Ibis’s response was that they will be addressing these issues. One month later it appears things are just as bad and that the Ibis appear to be fobbing off customer complaints which is not a good look and gives future customers little confidence. Ironically as l write this review what had just come into my inbox is a customer service review request. I shall of course refer them to this review but it does beg the question whether Ibis are taking these reviews seriously ? I do intend however to write a positive review on the Ibis in KL when l can spare the time...

On the day that I checked in and first entered the room, there was two used and discarded nicotine patches left sodden in the floor of the shower indicating that the room had not been properly cleaned. I was staying for a 17 day business trip that had been pre-paid. On day 4 of the trip these developing issues were raised with reception and there appeared to be no efforts to improve but rather directed to a general Accor email address. The bed was too small and my feet overhang when I slept diagonally and I am an average height person. The used drinking glasses were only changed three times in the entire visit and each time I had to request it. The sheets were not changed regularly and the bed making often involved pulling up the top cover whilst leaving the bottom sheet screwed up and bare mattress exposed underneath. Twice the soap ran out in the dispenser and needed to be asked to be replaced such that is was not being monitored during regular housekeeping. The building was under renovations and would have drilling immediately below the room outside of the preset hours that requests would need to be made to stop the work. The rooms were not quiet and water plumbing, peoples conversations, and television programs could be regularly and easily heard in the room and not easily avoided. One morning it was brought the the reception staff attention that there was running blood stains on the main exit door button to the street, it remained there all day until it was again brought to the attention of the reception staff again that evening before being cleaned. At one stage I asked for instructions on how to play bluetooth music through the TV and was given a range of dismissive answers that did not correlate including it was not an available option, to it needed the other certain reception person to come to the room to do it but they were not present and I would need to wait an unclear amount of time and that there was no instructions written anywhere for me to refer to myself. After several frustrating self attempts I was finally able to work it out myself but it was without any help or care of the hotel staff .and so it was untrue that I was told that it was not a possible option My work team of two other people that was also staying for the same period each had similar experiences. We are returning to Perth for another 3 week work trip next month and plan to stay somewhere else and not ever...

In mid-November 2024, this hotel is undergoing major renovations, and NOT warning you!

We spent 4 nights there, and this was definitely our last stay in an Ibis hotel. When we arrived at around 10:00 pm, after a 30-hour journey from the other side of the planet, we were struck by the smell of fresh paint and the tarpaulins closing off the reception area.

The hostess doesn't say anything about the work, and puts us up on the 5th floor. The next morning, we discover that the 6th floor is in the middle of a major renovation project. The noise is infernal: circular saws, drills, large blows with sledgehammers - the site is clearly in the demolition phase.

It's impossible to rest, or even make a phone call. We have no idea what's going on, whether the construction site will continue all day or not?

Losing patience, I make my way downstairs to reception, where the din is also deafening. Another receptionist (Indiana) shows professionalism and understanding, and offers us a room (smaller - with a smaller bed) on the 9th floor, assuring us that she'll ask for something to be done to compensate us.

We accept, but soon notice that there's another noise, a continuous one, like an electric transformer, a permanent hum. We put up with it, but it's pretty unbearable after a while.

The next day, Indiana offers us a third room, on the 7th floor, in which there is no longer any hum, but in which the bed is also smaller than the one we had booked and paid for.

I'll spare you the details, otherwise this post would be too long, but we were one hair's breadth away from leaving the hotel the day after our arrival (it was Indiana's professionalism that held us back). Having said that, it's completely unacceptable to take reservations without mentioning these major works, and it's even more unacceptable that we weren't warned when we arrived that evening (Thursday 14th november 2024).

Eight days after our departure, we're still waiting for a note and compensation from the hotel for the nuisance we suffered, and for not having provided us with the service (a KING SIZE bed) for which we had paid.

In short, despite Indiana's kindness, we strongly advise against staying at this hotel.

And despite what they say in their answer to this message, I haven’t had any kind of contact, compensation or answer...