Ying L.
Google
Never Been So Disappointed and Angry with a Hotel
I have never been more disappointed and disgusted with a hotel in my entire life. A one-star rating is still too generous for Brady Hotels’ rigid, inhuman system, their absolutely non-negotiable policies, and their shockingly cold-hearted staff.
I booked rooms through Booking.com for my overseas clients, who were unable to travel due to visa issues. Starting three weeks before the check-in date, I repeatedly tried to find a solution – requesting a refund, rescheduling, converting the booking into credit, or any other possible arrangement. Each and every time, the hotel refused with the same robotic response: “It’s against our policy.”
I contacted them by email, phone, and through the Booking.com platform. Every single attempt was met with a flat “no.” After Booking.com was also refused, there was literally no way to reopen communication with the hotel. What kind of customer service is that?
I even went to the hotel in person to speak with the manager, hoping for some compassion or flexibility. Instead, I was met with the same cold refusal. How on earth does a hotel with this level of service win any “Hotel of the Year” awards? It’s a complete joke.
I have been a loyal customer of Brady Hotels for the past year, booking rooms for my clients almost every month across your three properties in Melbourne. I considered myself a trusted repeat guest – until now. To be treated with such disregard and indifference is both insulting and enraging.
Because of an unavoidable situation like visa issues – a true force majeure – and despite my proactive efforts three weeks in advance, Brady Hotels chose to hide behind “policy” rather than lift a finger to help. This isn’t just poor service – it’s lazy, heartless, and utterly unethical.
I have suffered a significant financial loss because of your unwillingness to show even the slightest flexibility or humanity. I will never trust Brady Hotels again, and I will make sure to warn everyone I know against staying at any of your properties.
I have never felt so angry and let down by a business in my life. Shame on you.