Courtney Prince
Google
Booked direct with the Accor website.
Added a comment that I'd like twin beds if possible or to be contacted if it wasn't. No further communication during the following week.
Spoke to reception day of check in regarding arrival time - no mention of an issue.
They then called back 2 mins before I arrived to advise that there was no possibility of twin bedding - which was very awkward for travelling with my friend. All two bedroom rooms were fully booked so no possibility of an upgrade. I asked what my options were regarding a discounted rate or any kind of compensation (I would never have booked the room if twin bedding wasn't available).
The solution was to *not* charge me an extra $50/night to 'use the sofa bed' in the room - a fee that was never previously mentioned or written on the room description on the website.
I was given a single sheet and a pillowcase to make the sofa bed up myself as housekeeping finished at 3pm (we arrived after 6pm).
I was repeatedly assured that housekeeping would attend the next day and make up the sofa bed properly for us.
After spending a long day exploring Melbourne, we returned to the room around 4pm to find that housekeeping did not service our room at all!
I called reception, only to be told abruptly that housekeeping does not come daily and I was supposed to request a service if I wanted one!
This tidbit was never relayed to me at any point during the check in process or when reception assured me that housekeeping would make up the sofa bed the following day.
I requested an extra blanket and sheet while on the phone and gave the room number.
3 hours later, as I was heading out for dinner I again prompted reception as I hadn't received it.
On the final morning, we checked out and left our large suitcases stored, getting a small card for each bag.
When returning and handing in the cards, the reception brusquely demanded why we hadn't written anything on the cards we had been given (that clearly had a red number that matched the other half of the card attached to the bags). Again, the number matched and I was never asked to write anything out, but gave my room number when dropping the bags off.
The attitude of reception staff was abrupt, borderline rude and their communication was abysmal. The pride they display in their work is lower than the bare minimum and customers appear to be bothersome fools to reception staff.
I have stayed in roadside motels to 5 star luxury resorts globally and have never encountered such incompetence, poor attitude and abysmal communication.
I will never willingly stay in another Mantra again after this experience.