Jane Eliza Motor Inn

I stay here all the time, exceptional location, comfortable clean rooms, wonderful staff. Absolutely nothing to criticise about this place.

This motel has recently been refurbished, right in the centre of Swan Hill with plenty of eateries near by. The staff went out of their way to make sure everything was first class. It was especially clean and the beds comfortable. Extra pillows in the wardrobe were a bonus. Our favourite place to stay in Swan Hill

Our recent stay at the Jane Eliza Motor Inn was a bit of a mixed bag. There were definitely some positives — the room was clean, well appointed, modern and comfortable, and the location was convenient for what we needed. However, there were some disappointing aspects that put a dampener on our experience. The most upsetting issue was the treatment we received in relation to our assistance dog. I had notified the motel at the time of booking that I would be travelling with an assistance dog, specifically to avoid any issues. Despite this, we were approached by the manager and told he needed to sight documentation for the dog. I calmly explained that I work in the disability sector, and that in Victoria, there’s no legal requirement for people with assistance dogs to carry or produce specific paperwork — nor is there a formal statewide register. That being said, I did have ID for myself and for my dog, which I offered and which was photographed. Even so, I was told that their motel association insisted they had to see documentation. I requested the association’s contact details so I could clarify and hopefully educate them on the actual legal requirements. To be honest, the whole interaction was frustrating and felt discriminatory. I pointed out that no one would ask a wheelchair user to “prove” they need their mobility aid — assistance dogs are no different. The manager also mentioned he'd had complaints about the dog’s presence, despite the fact my dog only gave two soft barks in response to people being noisy at night and others smoking right outside our room in breach of the clear no-smoking signage. We also had to ask four times and wait 24 hours just to use the guest laundry. The guest laundry is pstairs so not accessible for some disabled guests. Although I was able to navigate the conversation with some grace, I acknowledge that many disabled people wouldn’t have the energy or confidence to do so. We’re already worn down by being constantly questioned, challenged, and even denied service because of our assistance and guide dogs. It’s exhausting, and it shouldn’t be happening. To his credit, when I followed up at checkout and again asked for the association details, the manager admitted he had misinterpreted the information and acknowledged that since we’d declared the dog when booking, no proof was actually necessary. That said, this backtrack felt more like an attempt to cover himself after realising I intended to follow it up formally. All in all, while the room and setting were fine, the lack of understanding and poor handling of assistance dog regulations left a sour taste and caused us stress. Businesses have a responsibility to know the law, especially when it comes to accessibility and inclusion.