BEST WESTERN PLUS Hovell Tree Inn

Don't stay here, they're mean. Made a genuine error in booking due to critical family illness which I attempted to rectify within hours (and a week out from the booking), but was shown no compassion by staff or management. They gave either incorrect or fabricated information about why they couldn't accept a cancellation. Wrong password was given for internet, which took me hours to solve. TV kept dropping out so had to watch the State of Origin on my tablet. Room is a long way from the car. Fixtures are old and scuffed. Dirty marks on doors and walls. Heater was ineffective during the day and the filter needs a good clean. Good central location, but road noise especially if the balcony door is open, Much better value places to stay in a town with many options.

What a difference 4 years makes. Not in a good way either. The good thing room was big and close to the lift. But that's where it stops. Had to call the manager about a bedding issue. He came within 15 mins apologised and fixed that issue. The shower soap leaked all over the floor and made shower slippery. Put a bowl underneath to catch it. The sink in bathroom was dirty. Built up limescale on spout of tap no cover for sink hole. Grimes smell. Underneath the cupboard in kitchen sink smelt of fish. Bed very soft. Not comfortable at all. These rooms are pricey. $200 plus per night. Disappointing stay. Enjoyed our stay 4 years ago but not this time. People expect better than that for the price. Very noisy as it's on major road.

I provided this information in an email however it has been three weeks and the only response I got was a dismissive automated reply. Unfortunately, the stay fell well below expectations, and I believe it is important to outline the concerns encountered. Upon check-in, the staff member at the front desk asked whether we had stayed previously. When we advised that we had not, he informed us our room was on Level One, provided a single swipe card, and offered no further information. I would have expected basic customer service questions, such as whether we required an additional swipe card, or whether there was any important information we needed to know about hotel facilities. There was also no communication regarding the restaurant being closed or any limitations to pool access. On the first day of our stay, when we went to use the pool, it was completely overrun by a large group of young people selling sausages from the barbecue area. As a result, the pool was not usable as a hotel facility for guests seeking a quiet environment. The following day, which was not a Monday, weekend, or public holiday, we again attempted to use the pool later in the evening in the hope of a quieter time. We were stopped by the same staff member from check-in, who advised that the pool was closing early due to it being “holiday season.” This was inconsistent with the information on your website. We specifically chose this hotel because it advertised access to a pool and a coffee machine with daily pods. Unfortunately, we were unable to use the pool at all during our stay. In addition, the coffee pods were only available on the first day. We were advised that more would be purchased; however, even by day six, this had not occurred, and we were required to purchase our own coffee. The room itself was very clean, which we appreciated. However, the shower was extremely poor, and the television did not provide all advertised channels and did not appear to have cable as stated. The TV also dropped out while in use, which was frustrating. We also attempted to use the guest laundry facilities. Initially, the machines were unavailable as they were filled with hotel tea towels and cleaning items. When we were eventually able to use the dryer, it took approximately six hours and still did not fully dry our clothes. During our stay, we visited local areas and purchased fresh produce, which we stored in the room refrigerator. Unfortunately, the fridge froze and destroyed all of our food. Despite advertising on-site parking, there were multiple days when no parking was available. On the final day of our stay, when we were able to find parking, several guests had their car windows smashed. I contacted the police and waited on-site. The following morning, as we were leaving, I spoke directly with other guests who had also been affected and who shared similar concerns and complaints about their stay. One older gentleman was holding the door open for guests as the after-hours swipe access was not working, and he was worried about being locked out or charged the $50 fee displayed on signage. When police arrived, they attempted to contact the after-hours number without response. Eventually, a staff member attended; however, instead of checking on guests or liaising with police, she spoke harshly to the gentleman holding the door open. When he attempted to explain the situation, she talked over him, dismissed his concerns, and stated that he might break the door. This interaction was shocking to witness. Shortly after, a male staff member arrived and was similarly abrupt, making no attempt to reassure guests or engage politely with either guests or police. As a result of these events, we did not sleep that night prior to a full day of driving, nor did the other guests I spoke with who were also leaving early that morning. Overall, this was an extremely disappointing and stressful experience. The only redeeming aspect of our stay was Jenny from housekeeping. While I did not require daily room servicing, she was polite, considerate, and took the time to check whether I needed anything. She provided coffee on the first day and assisted with fresh towels midway through our stay, which was genuinely appreciated.