Nightcap at Monash Hotel

The staff were friendly, and the room was clean and nicely set up. My only small gripe was the bathroom lighting: part of it is blocked, so the shower area stays dim and shadowy. With a step up and down at the shower entrance, brighter light would be useful.

The rooms were spacious, clean and serviced daily, and the motel is in a handy, well-connected spot. I booked two rooms for ten days for family visiting from overseas, and Dannii, the booking manager, made the changing arrangements much easier. She was prompt, courteous and friendly, with a professional but personal approach, and understood the changes caused by unforeseen circumstances. Even when I reduced the booking, she kindly gave me the best rate. The team was good overall, and I’d recommend the motel for short or long stays.

On 8th March 2026, I’m still frustrated by the motel’s response. The front desk told us over the phone that the money was being kept because a cleaner said someone in our group had smoked, not because a refund was simply going through the normal process. The staff member sounded awkward and guilty. Now the motel is repeating the same accusation, which is unacceptable. If there was solid evidence of smoking, why was the money returned? Were they concerned we might report it to the police? The truth can’t be hidden forever, and false accusations eventually fall apart. Their conduct has been disgraceful. This started during my cousin’s family’s stay in July 2024, when her parents were visiting a student at Monash University. After checkout everything seemed fine, but the next day their $100 AUD deposit hadn’t been refunded and their banking app showed the motel had kept it. My cousin speaks limited English and couldn’t call, so I stepped in. The receptionist hesitated when I asked why, then said the cleaner had found signs of smoking and the deposit was a “special cleaning fee.” My cousin and her parents don’t smoke, so I was angry and said the accusation was baseless. I told the receptionist I’d come in the next morning to confront them and the cleaner, and might call the police because keeping their money without justification was wrong. She sounded more nervous after that call. The next day my cousin told me the full $100 had suddenly been refunded. Avoid this shady motel. They take advantage of international students and families who don’t speak English well. Make your own judgement.

The location is perfect, with free parking and clean linen. But there was no kettle in the room. When I asked, staff brought one that was filthy. I contacted the concierge, but they couldn’t promise a replacement. Really disappointing.