HW Boutique Motel

I am not the type of person to write a bad review but I feel like I have to say this: We experienced bed bugs during our stay, which was bad enough on its own, but what made it worse was how it was handled. Staff didn’t offer us a new room or any real solution, so we felt we had no choice but to leave immediately. We requested a refund, which still hasn’t been given and feels like we won’t be receiving as their reply to our email was not great. We’ve stayed in hotels many times and have never had to leave one before because of an issue like this. It was really disappointing, especially because we used to like ibis hotels and trusted the brand. After this experience and the lack of customer service, we wouldn’t choose to stay in one again. I took photos and under the sheets & mattress has signs of previous bed bugs (marks) This is by far not a 4 star hotel and definitely not a ‘boutique hotel.’ I would avoid personally. We ended up staying at a hotel down the road which was 100% better for a similar price last minute due to our issue, and no bugs !!! Will never book with Ibis again. Disclaimer about pictures attached: trip adviser wouldn’t let me attach my photos as they are a screenshot from the video we filmed of the whole bed so I had to get a picture off my partners phone to attach, they are genuine photos of the properties mattress.

Hotel is in a great location, bed was comfy and spa in room was nice. Apart from that everything was very disappointing. We paid a price similar to 4 star hotels in Sydney plus extra for breakfast(thinking it was a buffet breakfast) and the hotel is not as advertised with their photos. Issues we noticed were; paint peeling, tiles and grout discoloured and dirty, blinds fraying, bottom of cupboard doors peeling, balcony breaking up, plant pots in front of doors with with a plant hanging on for dear life or no plants at all. The swimming pool area is so tiny at the front door of the hotel. Breakfast $22 was toast and cereal. The first day(no extras like juice or fruit) but the 2nd day they were put out. Certainly not 4 star quality, more like 2.

Overall, not great, but the beds were clean & comfortable & the shower was good. We had a nice view of the beach from our small balcony & the hotel is in a great location. The rooms are a bit dated & rather tatty. The WIFI was non-existent for most of our stay but we were told there was a problem in the area - now we know it's just a general issue at this hotel. No lifts so it wasn't fun lugging our stuff to the second floor but not a big problem if you're able bodied as we are. There is a small pool but we didn't have time to use it as we were only staying one night on our travels through Australia. Continental breakfast was included - toast, cereal etc, but it felt a bit weird as a member of staff was sitting in a chair by the door & we just felt a bit uncomfortable.