Heritage Inn Bathurst

We stayed three nights for an important work function, and the service was abysmal. We’ve travelled extensively, and I know Australian customer service generally isn’t as polished as in some other countries, but this place seemed in a class of its own. We don’t recommend it. On the second day, we put the door swing tag on the handle with “Welcome. Please knock” showing. The other side said “Do not disturb,” and there was no “Please make up my room” message on that sign. When we returned, the room hadn’t been cleaned. I then noticed the small slide sign that said “Please make up my room,” which I’d neglected to slide into view. I thought I’d learned my lesson. The next day, we wanted the room cleaned, so I made sure the swing tag faced the right way and the slide sign said “please make up my room.” Reception also texted to ask if I wanted it cleaned, and I replied yes. After a big day out, we came back to find the room still filthy. My wife went to reception for an explanation and towels, and was rudely told that we’d put the sign the wrong way. We thought the staff were too rude to argue with, so we went to bed. At checkout, the receptionist asked if everything was alright. I explained that I was unhappy about the uncleaned room and asked why it hadn’t been serviced. The manager was there, and both women argued with us, repeating that we’d hung the tag incorrectly. I asked why they’d ignored my text confirming I wanted the room cleaned. They angrily said the cleaners can’t enter with the do not disturb sign up. That wasn’t true: my wife and I had checked that both signs were displayed correctly. Also, when we returned, the swing tag had been taken off and was inside the room, so someone must have opened the door to remove it. Staff were rude and argumentative when challenged about what we saw as incompetence, and seemed to have no idea about customer service. After their passive-aggressive reply, they further gaslit us and suggested continuing the argument on a phone call. They seemed clueless about de-escalating a customer complaint. I run a small business, so here are some suggestions: 1. Listen and empathize. Let the customer explain without interruption, acknowledge their frustration, try to see things from their perspective, and ask questions if anything needs clarifying. 2. Apologize and take ownership. Offer a sincere apology for the bad experience regardless of fault, accept responsibility for fixing the problem instead of blaming others, and thank the customer for raising it so you can improve and keep their business. 3. Solve the problem. Work toward a solution you both agree on, ask what outcome the customer wants, and be ready to offer compensation if appropriate. Act quickly, and be honest about what can and can’t be fixed. 4. Follow up. Check that the customer is satisfied after the solution, and keep a record of the complaint and how it was handled so you can spot patterns and improve your processes.

The easy, pleasant walk to the Ex Services Club for dinner topped off a lovely overnight stay. Our King suite was superb: spacious, modern, and CLEAN. Thank you, Katrina, for making everything easy, especially with no accent barriers.

We had a great night here and only wish we’d stayed longer. The rooms are huge, the king-size bed was great, and it was super quiet. Kate at reception was bright and bubbly. I’d highly recommend this motel.

I’m very disappointed by the lack of care and service. We chose this place based on previous reviews because I had a local event over three days, and it was well located near the centre, where we could retreat after some heavy days. After a long, stressful day of driving and setting up for the event, I arrived at reception desperate to use the loo. The receptionist didn’t acknowledge me and kept talking to someone else. There wasn’t even a pause for me to ask. When the other person finally left, I hurriedly asked for the key, but it didn’t work. Back at reception, the receptionist berated me for dashing out. Embarrassed, I explained how desperate I was for the loo, then got told off for not saying so. Wow. The receptionist changed the battery in the door and said she knew it had been an issue before we arrived. That was an unfortunate set of circumstances, but then she started badmouthing my husband to me while he was standing outside. It felt unprofessional and just wrong. The room wasn’t cleaned for two nights, with no fresh towels, tea, or coffee, and bins overflowing. We could live with that. The disrespect, shaming, and badmouthing of my husband and me by the staff were unacceptable.