Classic Motel

I've stayed at the motel before, and it's exciting to see it under new management. The current managers keep it spotlessly clean and work to meet clients' needs and expectations. They're gracious and generous in every part of the business, and most of all, they go out of their way to make you feel at home.

The owner's customer service was awful. We had booking issues and tried to contact her days before our stay, but couldn't reach her to sort them out. When we arrived, our booking had been cancelled without telling us, and she charged extra for a same day booking. She said she didn't have to answer emails or phone calls and that we could sleep on the street for all she cared. Have some dignity and don't stay here. Yes, it's cheap, but if you can afford an extra 30 bucks, there are much better places in Mermaid beach. In Room 5, the shower went from boiling to freezing instantly, and the TV didn't work either.

We arrived in heavy rain at 1.30 on 29/03/18, and the Classic Motel manager said we'd have to pay $20 to check in before 2pm. When I questioned the fee, she was condescending and used pet names, saying it was clearly stated online. I couldn't find it there. Before checkout, I asked to see the written policy, but she refused. I also asked why the room had no smoke alarm. She said it must have been stolen, but another guest told me their room didn't have one either. The manager wasn't apologetic or showing any standard of customer service. She shut the door in my face and ignored me while I was speaking politely. I'm outraged by how this was handled and will certainly take it further.

The new hosts are friendly and make an already enjoyable stay at the Classic Motel even better. The room was very clean, and it's one of the few old school motels left on the coast. Great location near the beach and shops. I'll stay again!