Avis : Adina Apartment Hotel Melbourne Southbank

Réponse de l'établissement: Dear Hiu,Thank you for taking the time to share your detailed feedback. We truly appreciate you choosing to stay with us and for even booking an additional night to allow ample time for room preparation. Your consideration makes it especially disappointing to learn that your arrival experience did not meet expectations.Please accept our sincere apologies for the condition of your room. The issues you described, dust, stained furnishings, and most concerning and the dental mould left on the bedside table fall far below our housekeeping standards. This is not reflective of the level of cleanliness and care we strive to provide, and we understand how upsetting and unhygienic this must have felt upon arrival. Your feedback has been shared directly with our housekeeping and management teams. We are conducting a review of our inspection procedures to ensure this does not happen again, and we will be reinforcing our quality control checks prior to guest arrivals.As a gesture of goodwill, we have processed a refund for one night’s stay in the amount of AUD 171.31 back to the credit card used for the booking. Please allow a few business days for the funds to appear, depending on your bank. The invoice has been attached on a separate email that we sent to you earlier. We truly appreciate you bringing this to our attention and hope we’ll have the chance to welcome you back for a much improved experience.Warm Regards,Adina Southbank Team