Arrow on Spencer

Reception service was great, and we got a free upgrade to a penthouse, but the accommodation didn't meet our expectations. The furniture was quite old, cleanliness was only okay, and we found a vap in the bedroom wardrobe. The appliances hadn't been cleaned after the previous guests, and there were only two teaspoons and no side plates. The ensuite basin leaked, and the bathroom and ensuite tiles were very dirty and grubby. Repairs looked cheaply done. The upstairs air conditioner was so noisy that sleeping in that room wasn't possible. The penthouse balcony had furniture for two, even though it sleeps nine. I've stayed here before in a different room, and that one was much better.

Joaquin the Manager was polite, friendly and helpful. The apartments were clean and comfortable, and the location is so convenient. Southern Cross Train station is right across the road, making it easy to take a train to Broadmeadows Station and then the 901 bus to the airport. That's much cheaper than the Skybus. We look forward to staying here again on our next Melbourne visit.

The location is handy for shopping and the Skybus station at Spencer Street, though the busy corner and nearby tram stops make it noisy. Reception is only open during office hours, but the messages and after-hours check-in arrangements worked well and didn't disrupt our stay. The apartments feel dated and could use some refurbishing. I didn't find the beds comfortable. They aren't serviced daily like a regular hotel, though fresh towels were provided each day and the bins were emptied. There was rubbish left on the floor and a used towel in the bathroom, so the room didn't seem to have been cleaned very well between guests.

I booked a room through booking.com and got a confirmation, but eight hours later Arrow on Spencer cancelled it. I called right away and they didn't answer, so I tried from another number and got through. They blamed a system glitch. Later that afternoon, they advertised the same room again for double what I'd paid. It seemed they'd noticed there were events on in the city and wanted top dollar. From the other reviews, this has happened before. I've booked plenty of motels and apartments, and this was my worst experience. The customer service was terrible, and they left me high and dry. I wouldn't recommend staying here.