I stayed at the Stamford Plaza hotel in Brisbane for one night in December after spending four nights on the Gold Coast. We arrived and were checked in by a pleasant girl at the front desk. When I booked the hotel 2 months in advance I requested that my room be situated on a high floor with a view towards the Story Bridge. Unfortunately the room I was allocated was located on the 5th floor and facing the opposite side of the river to the bridge. I had also booked a twin room yet the room was a king. I phoned down to reception and complained about the room we were given and asked if we could move to a higher floor. Without checking her computer, the woman on the phone abruptly informed me that the hotel was heavily booked and it was impossible for us to move but that she would send someone up to split the 'king' bed into 2 twin beds. After waiting for 45 minutes with no sign of anyone I rang reception again to complain. After another 15 minutes a member of the housekeeping team finally arrived to split the bed. I asked him whether he knew the hotel was fully booked like I had been told and he doubted that it was.
The room itself was beautiful. It was spacious and elegant with European style furniture and fittings. The bathroom was huge with a large marble vanity area complete with LCD screen. While the bathroom was nice, standing in the shower made me feel as if I was in a hospital. The sterile looking tiles and dirty grout work was not very nice.
As the evening progressed it became apparent that the hotel was not heavily booked like I had been told on the phone. The elegant lobby was devoid of a single soul and looking up at the building from the outside, not even a quarter of the room lights were on.
When checking out of the hotel, we asked if we could leave our bags with the concierge as our flight was not until later in the day. The concierge barely acknowledged me while rudely mumbling and pointing to the corner of the entryway, signalling for us to leave our bags there, which we did. We assumed he would have tagged them with my name and stowed them away however when we returned 3 hours later, they were still sitting in the corner where we had left them, untagged. When we asked for our bags we received more pointing and mumbling from the useless bellhops who stood there chatting with each other while we retrieved them ourselves and walked out the door to find our own taxi. I have never experienced such terrible service at a 5 star hotel. I was absolutely disgusted at these employees complete lack of care or enthusiasm for their jobs. It was obvious they would have rather been elsewhere.
The reason I am giving this hotel 2 stars as opposed to 1 is that the hotel itself is gorgeous. The lobby is beautiful, the rooms are lovely and the location on the river is great. It is such a pity that this hotel dismally fails in the service department. This is now my second negative experience at a Stamford hotel and I am now beginning to doubt the company and their commitment to providing exceptional service to hotel guests. I think a review of their recruitment procedures is in order.
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- Also Known As:
- Stamford Plaza Brisbane Hotel Brisbane
- Stamford Plaza Hotel Brisbane
- Brisbane Stamford Plaza Hotel