Holiday Inn West Perth by IHG — Hotel in West Perth

I wouldn’t usually write a negative review though after multiple incidents during our stay, my friend and I are extremely disappointed.

The first incident was issues with our aircon. It wasn’t blowing out cold air even with being on the lowest temperature of 16 degrees. My friend and I woke up multiple times during the first night sweating. The next morning I called reception and asked to have someone come look at our aircon which the guy working at the time said he would send someone up. After waiting 30 minutes for someone to show up, we went down to reception to ask again. The same staff member who answered the phone said that he had sent someone up. After telling him that no one had come to our room he then said they actually had no maintenance team working that day so no one would be able to look at the aircon. I asked again for the aircon to be looked at and fixed before we came back to the hotel as we would be gone for 5 hours. The staff member said that he would go up and “play around with it” and see what he could do. At this point my friend and I were extremely annoyed at the fact that the guy at reception told us over the phone he would send someone up when he had no intentions of actually doing so knowing the maintenance team wasn’t working that day, then to be told again that he had sent someone up before telling us there wasn’t anyone who could actually do it. Once we returned to the hotel the same worker said that the aircon “should be” working now. The aircon was still set to 16degrees which should be very cold in a small room though we could barley feel anything relatively cool, we put the aircon on the highest temperature then to the lowest and there was no difference with how the air coming out felt.

The second incident was when my friend called room service which was put through to the reception after no one answering. My friend asked for some cutlery for our room which she was told would be brought up to our room. After the first hour passed with not receiving the cutlery and no call to inform us that they wouldn’t be bringing it up, we were so angry and didn’t want to deal with the staff lying to us again over yet another very simple request.

The final incident was when I called the night before check out to ask what time check out was as in the email I received it said 10am though the lady I spoke to at reception during our stay said 12pm. The male worker who answered the call said that check out is at 10am. I explained to him that one of the other workers told me it was at 12pm. His tone changed at this point and said “well we do complimentary midday check out”. Since he first told me it was at 10am I double checked by asking “so we are able to have complimentary check out up until 12pm?” in which he very sarcastically said “well I said midday and 12 is midday”.

Apart from the unnecessary sarcasm, to be told check out is at 10am by staff who know they offer complimentary 12pm checkout is beyond bad customer service. To have received terrible service through out our stay to finish it off with being told check out is earlier than it actually is, we can hands down say this is the worst experience we have ever had.

We have never experienced such rude and unreliable service from staff at any hotel before. We definitely will not be staying here again nor recommending that anyone else does since the staff can’t perform simple requests and basic phone etiquette/manners. Very disappointing and quite...

We stayed at the hotel from the 12th to the 14th of September. Upon arrival, the staff were very friendly and welcoming, which we appreciated. After checking into our room, we headed out to explore the city.|When we returned and got ready to shower, we noticed a cockroach in the bathroom. At first, we tried not to think too much of it — until we found a second one on the bed. At that point, we informed reception, and they kindly moved us to another room.|Unfortunately, in the new room, we discovered a large brown stain under the quilt. We contacted reception again, and this time we were moved to the Premier Suite — the most expensive room available. The receptionist was very understanding and encouraged us to inspect the room first. During the inspection, however, we found a chicken bone with meat still on it under the mattress cover.|I asked if there was another room available, as I felt very uncomfortable, but was told the hotel was fully booked. The receptionist explained that the room had just received a "deep clean," but acknowledged that small details often get missed due to the limited time staff have to clean each room.|We want to make it clear that we are not trying to slam the business in any way. In fact, the receptionist specifically encouraged us to write an honest review so management could use the feedback to improve.|We were offered two drink vouchers as a goodwill gesture. We also put the sign out requesting the room be serviced while we were out. Upon our return, only one fresh towel was provided (despite there being two of us), and while the complimentary tea and toothbrushes were restocked, the complimentary bottled water was not replaced, the floor had not been vacuumed, and the body wash and hand soap weren’t replenished. The bed was made, but again, cleanliness felt lacking.|While the staff were consistently apologetic and clearly doing their best, we understand the cleaning team only gets around 15 minutes per room. However, a "deep clean" should cover critical areas like bedding and mattress hygiene. Unfortunately, even in the second room, we found food debris, pubic hairs, and stains on the mattress — which was extremely disappointing and made us question the overall cleanliness and standards.|On a positive note, Julio's Restaurant was delightful. We had complimentary breakfast included, and it was absolutely delicious. On the first day, we had avocado on toast, and on the second, eggs on toast — both dishes were fresh, well-presented, and a real...

We stayed at the hotel from the 12th to the 14th of September. Upon arrival, the staff were very friendly and welcoming, which we appreciated. After checking into our room, we headed out to explore the city. When we returned and got ready to shower, we noticed a cockroach in the bathroom. At first, we tried not to think too much of it — until we found a second one on the bed. At that point, we informed reception, and they kindly moved us to another room. Unfortunately, in the new room, we discovered a large brown stain under the quilt. We contacted reception again, and this time we were moved to the Premier Suite — the most expensive room available. The receptionist was very understanding and encouraged us to inspect the room first. During the inspection, however, we found a chicken bone with meat still on it under the mattress cover. I asked if there was another room available, as I felt very uncomfortable, but was told the hotel was fully booked. The receptionist explained that the room had just received a "deep clean," but acknowledged that small details often get missed due to the limited time staff have to clean each room. We want to make it clear that we are not trying to slam the business in any way. In fact, the receptionist specifically encouraged us to write an honest review so management could use the feedback to improve. We were offered two drink vouchers as a goodwill gesture. We also put the sign out requesting the room be serviced while we were out. Upon our return, only one fresh towel was provided (despite there being two of us), and while the complimentary tea and toothbrushes were restocked, the complimentary bottled water was not replaced, the floor had not been vacuumed, and the body wash and hand soap weren’t replenished. The bed was made, but again, cleanliness felt lacking. While the staff were consistently apologetic and clearly doing their best, we understand the cleaning team only gets around 15 minutes per room. However, a "deep clean" should cover critical areas like bedding and mattress hygiene. Unfortunately, even in the second room, we found food debris, pubic hairs, and stains on the mattress — which was extremely disappointing and made us question the overall cleanliness and standards. On a positive note, Julio's Restaurant was delightful. We had complimentary breakfast included, and it was absolutely delicious. On the first day, we had avocado on toast, and on the second, eggs on toast — both dishes were fresh, well-presented, and a real...