Keef Hurls

Review of Atura Hotels & Resorts

Have been staying at Atura Dandanong for work for ...

Have been staying at Atura Dandanong for work for a long time and things were great but recently overall experience is brought down by the customer service and cleanliness. I arrived to find a large pile of finger AND toe nails (looked to be a whole set) on the carpet next to my bed. Disgusted I ask to have it cleaned. When arriving back to my room the next afternoon the bed had been made, towels folded and still a huge pile of finger and toe nails in a pile on the floor, it was just gross. I rang and had a lady Sam picked up who was great, very apologetic and offered free drinks at the bar while they cleaned it up. So not a good start but she s sorted it at least. Then over the four day trip any experiences with reception I found to be rude and short with people while he would also take forever to get anything done as lines of people would just be sitting there lining up waiting. Then you d get to front of line and he tap away for ages then fob you off tell you to wait while he sorts someone else out, you could see the frustration in everyone s faces that dealt with him. They messed up our booking telling us that we booked for a Friday night which we never did as we flying out that day, he had no interest in fixing their mistake, maybe because the place is empty on weekends. Then when asking to speak to a manager, to ask about the extra charge he said he was it. I said I wanted to talk to someone about resolving the issue instead of leaving me with an overall bad experience. He blamed me and my company, took my comments as an attack on himself and said he had no issue with me writing a review instead. A person like that at head of customer service is unfortunate, and left us with an overall bad experience, not to mention my employer and clients. Any other time reception was okay but we won t be staying again, neither will any of our company or clients. Steaks and food are overpriced, although bar staff and dining staff were great. Thank you to all those who actually still care about their customers.