After leaving feedback , to the managers credit ( Sue ) I received a call to discuss my issues . Unfortunately though I am feeling further underwhelmed by the service . We booked three nights in the One Bedroom Suite - Riverside . It was advertised on Booking.com as " This suite is located on either the middle or upper floor and features a balcony with views of the Swan River. With an open plan, kitchen, living, and dining area, and an en suite bedroom. " taken from first paragraph of description. Disappointingly we were ground floor with a view of the car park with obscured views through Landcruiser canopies and other large 4wd vehicles of the River , understandably these vehicles are popular in WA. It was advertised as middle and upper floor though. Also the booklet within the hotel said daily room servicing including public holidays . However after leaving towels on the floor to indicate fresh ones were required , we were informed late in the afternoon that no room service was done on Sundays . Foxtel did not work , the microwave locked shut and the lounge had holes in it . They have signs in kitchen saying that they charge for washing up of dishes on departure , so we spent the first part of our stay re washing the plates , glasses and utensils as we are effectively being told that they were not professionally cleaned for our visit . The car park fills up quickly and it was difficult to get a park . After parking further down on the street another guest advised there was a rear car park , this is actually a smaller but secured car park . Would have been nice to have that info provided by the reception when we checked in ( reception window is next to the full car park so its a no brainer to advise of other parking options )
Managements response to my feedback was to predominantly blame Booking.com for the false description and photographs , "its a battle we have " . As for the car park being full of large vehicles that blocked any hope of a view , the response was " we ask the larger 4wd not to park against the balconies ( funny , we weren't asked not to park there ??? ) .She was shocked to learn of the description on booking.com , I would have thought its a key part of managements job to know what is being sold . Finally she asked if I was returning the the area again soon ( obviously to offer a cheap stay as goodwill ), i advised that it was not likely that we would cross the country again for at least a decade , she just stopped making the assumed offer . She simply thanked me for my feedback and said how much they value it , to which i said " so that's it then , I'm basically left out of pocket for not getting what I paid for as per the booking description "which went non responded , no offer of refund or any offer really.
So why have i given 2 stars , well the location is superb and the place was clean and comfortable so I have to be fair on that score despite my overall disappointment .
I hope this review helps others choose their stay wisely .