Comfortable had everything we needed for our overnight stay
Stayed for 2 nights during our house move. Found the Quest Cheltenham convenient to local restaurants and amenities. During our stay I mislaid a piece of jewellery, which was found in the room and handed in to reception. Thanks Quest Cheltenham for contacting me - I was thrilled to get my bangle back!
I had stayed at Quest Cheltenham with my partner last year, and so recommended it to my employers when it came time for a corporate conference where a large group of us from across the country needed accommodation. I wanted to share our experience on here as I saw a negative review and felt I needed to balance it out as our stay was nothing short of fantastic! Golfing enthusiasts amongst us (and we have a lot) loved the close location to several golf courses....and the shopping addicts loved being near Southland shopping centre. The apartments were clean and had amazingly comfortable beds, all my co-workers were raving about their great nights' sleep. Amenities were great, including conference room, gym facilities and kitchenettes in each room; we all loved the toaster/kettle combos, so cute and handy. We experienced exceptional customer service from front office staff, cleaners were polite and lovely, and the owners were amazing too. I called the front desk for help with the tv and a lovely girl named Nicki came to my door -- I later found out she was one of the owners! She and her husband Mark were just fabulous, they accommodated all of our awkward requests and were so friendly, welcoming, and helpful. My employers were very happy with my recommendation of Quest Cheltenham -- we will DEFINITELY be utilising this place for all of our corporate bookings in the future.
I stayed at Quest Cheltenham for a golfing week with a group of friends in December. The course was within walking distance of the property - best course in the world I might add. The staff were "brilliant" especially the office manager - Marina and the owners Mark & Nicky - nothing was too much trouble! The quality in furnishings and building in general should be 5 Star rated, we were delighted and very impressed. Walking distance (10 metres) to many cafes and restaurants, southland shopping centre and Cheltenham train station - we absolutely could not fault a thing! I will be highly recommending to all - if you ever need to stay in the bayside area Quest Cheltenham is second to none! We looked at other options in the area which didn't compare to the standards of this property. We will definitely be back - wouldn't consider staying anywhere else!
Here is a brief overview of my experience at this hotel. I had booked this hotel on a website. No smiles on the faces of 2 staff at reception when I checked in (one, I later found out, was the manager). I checked into a studio room which was dirty - stains on an unmopped floor and a coffee mug stain on the benchtop. I asked to swap rooms which I was allowed. 2nd studio room had stains on an unmopped floor and was very dark compared to the first room. I called reception to swap back to the first room. The manager said 'no'. When I asked why, she gave me a ridi culous reason stating it was her 'duty of care' to not put me in a unclean room - note that the room was otherwise clean. I stated I would put up with the mild dirt for a nicer room. She rudely denied me that room or any other room stating they were fully booked (which I found out later wasn't true). She was so rude to me (at one point she asked me who I thought I was asking for another for room) that I left the hotel 10 minutes after I checked in. I handed the key card to the other receptionist while the manager sat snick ering at me beside her. I received a call from the same manager 10 minutes after I checked out (and after I had booked another hotel) asking me to return to the hotel for an upgrade and begging for me to give her a chance. I informed her she had plenty of chance when I was there (why didn't she do it then - note she mentioned they were fully booked previously) and that I had booked another hotel. She called me another 9 times!!! Those calls I did not answer. The following week, I lodged a complaint with the head office. I received a call back from the hotel owner 1 week later after I called the head office a second time. Nicky (the owner) informed me she had spoken to the manager and understood my position as she had had another customer have a similar experience. I asked for a full refund which Nicky informed me she could not give as the website I booked the hotel on "had not paid her"? This did not make sense to me. She informed me to call the website to obtain a refund from them. So, I called them, and they said they had to speak to Nicky prior to offering me a refund. After not hearing back from them for 2 days, I called them back. They informed me that Nicky had asked them not to give me a refund as I had been offered a room upgrade! I called Nicky back who did not answer my calls. So I called the head office again to explain what had happened. Another week later, I got a call from Nicky who started accusing me of starting a smearcampaign (because I mentioned to Nicky in our previous conversation that I had mentioned my bad experience at the 2nd hotel I stayed at and that hotel said they had heard about bad experiences from other customers staying at Quest). She further threatened me with lawyer action then stated that I had used vulga rities against the manager - not true. I guess she was trying to find a way to get out of refunding me the monies. Eventually (after 15 minutes on the phone with Nicky accusing me of things I hadn't done) Nicky said she would give me a refund for 1 night! I paid for 2 nights and did not stay more than 10 minutes because of the desp icable service I received from her manager. All in all, if there was only one hotel room left in the whole of Melbourne, I would rather sleep on a plank of wood over a drain outside this hotel. I would advise no one to stay here! P/S: For Nicky, sharing information about my experience at a hotel is called a 'review', not a 'smearcampaign'.