Burwood Serviced Apartments

The apartment was functional for the price, though it was showing its age. The frying pans were warped and the non-stick coating was damaged, and the ensuite showerhead was coming away from the wall. Those were manageable. The main issue was management's response to a small situation. We had another resident's children over one evening; they played board games until just after 10 pm and weren't making unreasonable noise. The walls are very thin, as you can even hear the TV from the hallway, so a neighbour may have complained. After that, management became defensive, accusatory and at times intimidating, rather than speaking to us respectfully or explaining expectations. The next day, they asked for a bond that hadn't been mentioned when we booked or at check-in. Friends who booked at the same time were also charged one, and no bond was requested when we arrived and paid. It felt arbitrary. We did eventually get it back, but the refund took much longer than it should have, and the concierge couldn't answer basic questions about when or how it would be returned. They kept referring us to senior management, which made the process seem informal and poorly handled. In the lead-up to New Year's Eve, noise notices started appearing on the elevators, under doors and even on kitchen counters. That added to the disorganised feeling. We were respectful to management and the other residents, and would have followed reasonable rules if they had been clearly communicated. The apartment may be fine for the money, but the way we were treated was unprofessional and unacceptable. I wouldn't return or recommend it.

Management wouldn't refund me, so I changed the booking for a friend instead. Reception said they might take a $250 holding fee based on how my friend looked. I was disgusted. Judging someone by their appearance like that is discriminatory, insulting and unprofessional. No guest should be charged extra for how they look. Management needs to review both its policies and its staff's behaviour.

The breakfast buffet had a great mix of local and international food, and the whole hotel was sparkling clean. The concierge also went out of their way to help us book tours and restaurants nearby. Impeccable service, a real five-star experience.

We stayed for just over three weeks and had a very pleasant time. The staff were helpful and pleasant, and the price was reasonable for the apartment's size and amenities. Our two-bedroom place had spacious rooms and living areas, plus basic kitchen appliances that worked well. The stove wasn't the best. The location is handy, right by the main Tram 75 line into the CBD and other suburbs.