I stayed at house 13 on March 10 2025, and there a gang of black people having a party over the night at house 12. I don't want to discrimate people and I used the word "black" merely to describe that group of people that night. The music is very loud, and from time to time there are heavy drum beats which you can feel the vibration from the floor, and sometimes they knocked the wall of the townhouse separating house 13 / 12, and I supposed no one can sleep under this situation. Both my wife and me could not sleep but scared because they are young & strong black males. Finally we turned on the light at 2 a.m. and open the curtain to tell them to quiet from our 1/F balcony when 3 of them were arguing with a woman loudly in the common backyard. They ignored and continued!
At 5 p.m. it's raining but I could not tolerate anymore, I went out to tell them silence please! A big tall black guy (not brown, very black) said " I got you!".
Frankly speaking, I was a little bit scare., but what elase I could do?!
When the reception open next day (house 1?), I complained and requested a change of room (actually house). The reception ladies are very friendly and they said they had reported the police twice that night for the noise is too loud & affecting many customers staying at different houses that night. But they do the same regardless the police warning. According to the reception, she had blacklisted this customer from booking the Quest hotel chain nationalwide (Australia) anymore. When I returned to the hotel the other day, I got a thank you card apologize for what had happened together with a bottle of wine for the inconvenience caused.
Although I had a nightmare in this hotel, I think it is a one-off incident, and I will still recomend this service apartment.
翻譯
來自住宿之回應: Thank you for taking the time to share your experience. We sincerely regret that your stay was disrupted due to excessive noise from other guests. Ensuring a comfortable and peaceful environment for all our visitors is our priority, and we appreciate your patience in this unfortunate situation.We understand how distressing it must have been, and we are grateful that you brought it to our attention. As you mentioned, our team responded promptly by contacting the authorities and taking necessary actions to prevent such incidents in the future. We truly appreciate your understanding that this was an isolated occurrence, and we are pleased to hear that you still recommend our apartments despite the inconvenience.We value your feedback and will continue working to ensure all our guests have a pleasant and restful experience. Should you choose to stay with us again, we would love the opportunity to provide you with a more enjoyable visit. Please do not hesitate to reach out to us directly for any future bookings.
訪客
一室房
入住日期 2025年8月
商務旅客
13則評價
10/10
傑出
發佈於 2025年9月10日
good place to stay, nice location.friends staff, and it is very quiet.
翻譯
來自住宿之回應: Dear Guest,Thank you for your kind feedback!Looking forward to seeing you on your next trip.Kind regards,Sakia
來自住宿之回應: Dear Guest,Thank you for sharing your feedback and for highlighting our amenities, service, and value for families. We’re pleased to know you enjoyed your stay overall. We also appreciate your comment on cleanliness and will share this with our housekeeping team to further improve. We look forward to welcoming you and your family again soon.Kind regards,Quest Sanctuary Lakes Team