Punthill Narrabundah

bed

showerhead in room. 22 faulty

The location was great, very quiet area & easy to get around. The shower water pressure and temperature was fabulous! A much bigger room than I expected. It was very clean, well equipped and comfy. Excellent to have the washing machine and dryer in the bathroom. We were so pleased to be able to take our dog with us. He loved the grassy courtyard.

The bed was too small and soft for us as we're used to a king size bed. The towels were also a bit small. There were a few signs of wear and tear but nothing really bad.

Everything was perfect

Nothing

The property itself was in a convenient location for our stay in Canberra, and the accommodation had good potential for a family. The room was reasonably spacious and having apartment-style facilities was useful when travelling with children.

Unfortunately, there were a number of issues that made our stay disappointing. When we arrived to check in, I stood at reception looking and calling for someone for over 20 minutes. Another guest eventually arrived and we were talking and wondering where the staff were before someone finally came out from the back office. It turned out a staff member had been in the back the entire time but had not noticed us waiting. This was a very poor and unprofessional first impression of the customer service. We were also not informed prior to booking that a $100 security deposit would be required. Had we known about this additional requirement beforehand, we could have taken it into consideration when comparing the overall cost with other accommodation. The deposit was also processed as a separate card transaction, meaning I incurred another surcharge rather than it being processed together with my accommodation payment. At checkout, I asked for the deposit to be returned and was then told it could take up to 10 days to be refunded. Had we been properly informed beforehand, I could have brought cash so it could have been returned immediately. The room itself was also inadequately supplied for the number of guests included in our booking. There were not enough plates, cups or cutlery for everyone. There were no face washers provided, and there was no tea or coffee supplied, so despite having a kettle, I couldn’t even make a hot cup of tea or coffee. Most concerningly, there was no hot water in the shower, which is a basic amenity we reasonably expect when paying for hotel accommodation. There were also not enough conveniently located power points for charging phones and other devices. Overall, these were mostly basic amenities and service standards that we reasonably expected to be provided, particularly when the hotel knew how many guests the room had been booked for.