Q Resorts Holborn Apartments

Probably one of the worst places i have stayed in. The noise is horrendous but worse is the out of hours contact...there is none. Called the phone number numerous times and answered the phone, 0 times. Do not book here.

I didn’t want to write this but bookings.com kept spamming me to review it, so I thought I might as well write one but they had a character limit so i would write it here instead. If I could give this hotel a zero out of ten, I would. Our stay in Room 5 was ruined by multiple cockroaches throughout the apartment, including in the kitchen, bedroom, on the pillows, and crawling on us while we were sleeping. These were not Aussie cockroaches, they were German cockroaches. These are predominantly indoor pests and are generally associated with an established issue rather than one random insect wandering in from outside. What made the situation worse was management’s response. Rather than properly acknowledging the seriousness of what happened, they explained that cockroaches are common in warm and humid parts of Australia and suggested they may enter through doors, windows, ducting, or because of accessible food and water. Considering they told us there had supposedly been no previous reports before our stay, the response felt like a very polite way of implying that we may somehow have contributed to the problem. Funnily enough when I went to reception to report the incident, there lady was apparently able to identify the type of cockroach before being shown our photos or videos. Management also did not comment or address this point, despite claiming there had been no prior reports. There are also other reviews referring to cockroach issues at this apartment, so the suggestion that this was entirely isolated is totally untrue. We would strongly recommend doing your research on this place, as you’ll find multiple reviews describing similar incidents. Communication after the incident was equally disappointing. The manager, Wendy, did not call me directly and instead insisted on using the receptionist as a middleman. Even then, there was little to no meaningful communication from either of them when I attempted to discuss reasonable compensation. Apparently, directly speaking with us as guests whose room had cockroaches crawling through the bed was too much to ask, but maybe I expected too much. We were offered a 20% refund, which management considered fair and reasonable, although they did not provide any meaningful explanation of how that figure was calculated. Apparently, having cockroaches crawl on us while we sleep only reduces the value of the room by 20%. A word of advice: if you are allocated Room 5, request another room immediately. Better yet, just pay less money somewhere else and you will probably have much better luck. You might be able to sleep without sharing the bed with cockroaches at a cheaper hotel. Unless that’s your thing.

​We booked a two-week stay at Holborn Apartments through our company’s corporate booking system. However, we had to leave after just a few nights. While the apartment had tiny ants everywhere from the first night—I noticed them everywhere, crawling through the bedrooms, all over the kitchen, and all over the bathroom counters and walls to the point where they appeared to be nesting—we could have managed the pest issue. The sole reason we cut our stay short and left was the completely unacceptable conduct of a front-of-house staff member. Unfortunately I don’t think TripAdvisor allows me to name the person but I hope the company looks into this. ​Management limits cleaning to once every seven days. When I repeatedly asked for basic tools—like a dustpan and brush—to keep on top of the cleanliness myself for my one-year-old, my requests were ignored. By Sunday, I noticed that this was actually a severe ant problem and not just one or two ants so I called for assistance as I was scared of just how many I saw on that morning in the bathroom. Before I could even finish explaining the situation, the staff member rudely stated it wasn’t an emergency and abruptly hung up the phone on me mid-sentence. It was so incredibly rude! (Later that day, I spoke to a helpful colleague who was understanding and agreed to arrange pest control for Monday, proving the issue could have been handled professionally). ​On Monday morning, I asked again for a dustpan and brush, and raised a reasonable concern that a strict 7-day cleaning policy is highly problematic when an apartment has an active ant problem. Instead of listening, the employee became defensive, heightened and irate. He was shouting at me with my baby present, and I had to call my husband to listen as I was shocked he was actually raising his voice, pointing his finger, towering behind the counter. Insulting me. He actively tried to blame and shame me for the ant problem, claiming it was my fault! We had been on the property for less than three days and had only cooked a single time; it is a biological impossibility for a guest to establish a widespread, nesting ant problem in that timeframe. Furthermore, public reviews for this property dating as far back as 2018 explicitly mention this ongoing ant problem and hygiene issues, which completely backs up what we experienced. Attempting to scapegoat a guest for a long-standing, structural pest problem is a disgusting, manipulative tactic, and I refuse to be gaslit over their own maintenance failures. ​In a fit of rage and a total inability to manage emotions, he even unprofessionally told me what his colleague said about me and my baby behind my back! He was trying to shut me down and demean me. (I spoke with that colleague later that day, and she was very kind, understanding & apologetic she clarified what she said and she looked horrified that he had betrayed her confidence and went that low) ​He aggressively shouted, "this is not a hotel," and physically pointed out toward the hotel across the road, shouting that if I wanted regular cleaning and amenities, I should go and stay there instead—showing total disdain for a paying client and zero regard for the business our organisation brings them. ​He used intimidating tactics, threatening that he was going to "go up to my apartment and check" he was rage baiting me by saying "don't yell" when he was actually yelling! He was trying to intimidate me. When I returned to the building later that afternoon, he made the colleague who he bagged out to do the front-facing work of handing over the dustpan, brush, and ant spray. It took that level of escalation for him to give me a dustpan! By then it was too late as of course I booked myself in elsewhere! ​The hostility made it impossible for me and my baby to spend even one more night under that roof. I had to urgently pack up our things and leave the apartment immediately with my baby! My husband had to rearrange his schedule to fly from another state to help me move the remainder of my things the next day. ​This was the most unusual and appalling customer service I have ever experienced. My husband has officially sent a formal complaint to the property's complaints email, as well as to our corporate travel team who booked the stay. ​I want to know how is this employee getting away with this behaviour, he's had complaints before based on my research of him. ​The owners needs to step in before they lose more money