Esplanade Hotel Fremantle

Never again

A couple month ago I walked into the hotel with my partner to make a book the room for my parents who come here from oversea for my wedding. The staff at the reception seemed busy at the time and told us to wait for a room service guy for a minute to show us around the hotel as well as rooms.

Since nobody came to us after 40mins, my partner asked the reception how long more we needed to wait. A lady at the reception got organised someone quickly to show us around after 5 minutes.

After checking out some rooms we requested to book 2 specific rooms facing to a small pool and next each other. The lady at the reception promised us that she made sure that she booked the rooms we wanted & even pointing at the rooms on a hotel room map and we made a payment to her.

On one day before my wedding I came back to the hotel with my parents to stay. The receptionist gave us the room keys with no explanation about any changed on our room. We tried to used the key but it didn't work so I went back to the reception to re-issue the key for us. We went to 1st floor with new keys and found one of our room which was different from the room I have booked. I got confused but I still opened the room to make sure if the room was facing to a smaller room, though I knew that was oposite side. As expected the room allocated us was facing to the street which I didn't want to book as it can be noisy at night. Additionally, there was a rubbish on the floor as soon as we walked into the room.

I went back to the reception to ask for the explanation of this wrong allocation of the room before checking where our another room was. The lady explained that it was a mistake by the staff we originally made a booking, and now they couldn't do anything for us. On the top of this, she also explained that another room was also mis-allocated and it was facing to a bigger pool which we didn't want. She did offer to upgrade one of the room which is not facing to a smaller pool. I couldn't believe that they didn't apologize at the first point even though they were aware of their mistake. They even didn't offer for a refund.

My family were in Perth only 3 nights for my wedding and I wanted to stay the day before the wedding as it is a kind of our tradition. If we were told this mistake beforehand we would have cancelled rooms and have stayed at other hotel with much better services.

I really cannot believe such careless and poor services which I have ever experienced at other hotels. I do regret that I have booked rooms at this hotel on my special day.

I did request for a refund of $1,020 to the manager afterwards and only offer from the hotel manager is one night free stay for 2 with 2 free breakfast. Unbelievalbe!!!
1 star hotel in other country would have much better services than this hotel.

Never again!