Lumina Suites — Local services in Melbourne

*Regarding Nikos's reply, Nikos said there are no email records. I can provide all emails and conversation screenshots with Agoda to prove that I contacted the hotel multiple times without any response. I believe that acknowledging mistakes and making improvements is more helpful for the hotel's operations than shifting blame and lying.

On the day I checked in and successfully entered the building, I found that both the building's concierge and the hotel's reception had staff present, and they were all doing nothing. The responses from the hotel staff were unacceptable.**

Concerns About Communication, Cleanliness, and Facilities at the Accommodation

Service: After booking, I was able to contact the property via email and Agoda instant messaging for a few days. However, until check-in, I could not reach them by phone, email, or Agoda. The biggest issue occurred on the day of check-in: despite trying all methods, including ringing the doorbell, I could not contact the accommodation, nor could I reach the building management. This forced my family and me to wait outside the building for a long time until a guest came out, allowing us to check in. When I reported this to the staff, they did not see it as a problem and even said that since I had not checked in, I did not have a key to enter the building, which made me very dissatisfied.

Hygiene: The cleanliness of the accommodation was average. The weekly cleaning service seemed ineffective; the staff did not clean properly, and the bed linens were just left on the bed without being changed. Each time I went to the reception to request consumables, the staff said they had insufficient stock and could not provide a reasonable amount.

Facilities: Maintenance was good, and all equipment was functional, except for one bathroom light that could not...

Pros:

Excellent customer service by Khristina during the check-in and check-out process. The luggage storage facility was a great convenience. The price offers good value for the location, which is close to train stations and a supermarket.

Cons: While my overall experience was positive, there were several issues with the cleanliness of our apartment upon arrival. The unit did not appear to have been thoroughly cleaned, as there were noticeable fingerprint marks on various surfaces, including the TV, fridge, walls, windows, doors, kitchen handles, mirrors, and bathroom cabinets. Inside the cupboards, there were visible stains, and hair was found throughout the unit.

Additionally, the floors did not seem to be properly vacuumed or mopped, as crumbs from previous occupants were still present on the carpet. There was no vacuum provided in the apartment, and it’s important to note that the units are only serviced upon checkout, not during the stay.

Most concerning were visible mold patches in the toilet and showers, which suggests that these areas might not be receiving adequate deep cleaning.

Moreover, the hallway leading to the apartment had an unpleasant smell, which detracted from the overall experience. The heated pool was also not operational, which was a letdown as we specifically booked the property for this amenity.

Suggestion: I would recommend that Lumina Suites consider hiring someone dedicated to overseeing the housekeeping team. This could ensure that all units consistently meet high cleanliness standards, contributing to an overall better...

Well, I chose Lumina because the reviews I read were about cleanliness. I obviously did not read enough. Where do I start- I booked a two bedroom / two bathroom apartment for family to celebrate husband’s birthday which coincided with the AFL GF. I don’t think the apartment was actually cleaned prior to the previous occupants moving out (which makes me feel sick). Apartment in need of major maintenance. Lounge room: Broken glass, sand, finger nails under lounge room rug - made me sick seeing this. Disgusting marks on couch - in need of a good steam clean or better still - replacement. Bathrooms: Mould in bathroom sink - needs to be cleaned around the seal under the granite for one . Exhaust fans loud as - can’t watch tv when someone having a shower as it reverberates through to the other bathroom. Towel rail coming off wall, toilet roll holder coming off wall. No hand towels. Exhaust fan loud - can here in 2nd bathroom. Drain in main bathroom not draining properly - over flows - son had to shower in our bathroom. We booked a two bathroom for a reason! Main bedroom: Half filled Pepsi can left under bed along with what looked like a mentos under the bed. Blood on wall - near bed. Not vacuumed. Disgusting balcony glass - filthy - looks Like someone was sick over the balcony. For almost $500 per night I would expect better quality and cleanliness. Reception was friendly....