I am writing this review due to being very disappointed regarding my recent stay I experienced at this accommodation plus not seeing prompt efforts to resolve a complaint I alerted the hotel to more than a week ago. I had made a booking to stay at Tribeca Apartment in East Melbourne for one night and had booked this specific accommodation as I had planned a function at a venue nearby. Upon checking in at 2:00pm on the check in date, I was told by the receptionist the room I had booked was flooded by the guest who stayed there the night before. She had arranged another room for me at Tribeca's sister company/hotel called Milano apartments which was located in the city which was very inconvenient for me, and was told the room would be quite similar to what I had booked. Although I did appreciate the other hotel room that was organised for me, what I did not appreciate was the lack of communication with the Tribeca team and myself, as I could have been alerted a lot earlier then would have chosen other accommodation in the area of Melbourne I was originally interested in.
To be told I could not access my original room I had booked upon check-in was very poor and made me feel really frustrated and very stressed as I was on a tight time schedule as I had a function to plan that evening. I was told I would receive a complimentary car park and a late check-out at Milano apartments for the inconvenience I had received.
For the night at Tribeca apartments, I paid quite a fee for the room yet I thought it was very reasonable based on the photos of the luxurious looking room, the location and reviews of the property, and also because the room was for a present for my sister as well as for a special occasion. I did not think I should have paid that price for Milano apartments.
Taking in mind that the room at Milano apartments was organised very promptly due to the flood damage at the other place, my friends and I decided to not make a huge fuss with the reception on asking for another room with larger lounge room/entertaining area, we did however ask to have the check-out time extended and was told 12:30pm can be arranged.
Upon the check-out day on a Sunday, after my friends and I cleaned up the room and put belongings in the car (as we needed to use the key fob to access the entrance door to the car park), we arrived at the reception desk at 12:45, and got told to pay a $30 late check out fee. I understand that is the hotel's policy when guests extend their check out time, but because of the inconvenience we experienced with the entire booking, I thought this would be waved, as well as thought it was ridiculous we had to pay $30 for returning fifteen minutes to the reception desk after our organised/expected check-out time. I sent the accommodation a written complaint, evidence of payments (receipts) yet failed to hear a response from either accommodation companies which is very disappointing.