Nightcap at St Albans Hotel

We often choose Nightcap Hotels for the consistency of their rooms, facilities, and service, but the St Albans hotel Nightcap needs attention. There wasn't even a saucer or small plate, and the glasses in the fridge were dirty. There were no power points by the bed. The bathroom was very basic and the shower was terrible. The window was high up and wouldn't open, so we had to rely on a very noisy air conditioner for fresh air. We won't stay here again.

My driver drove from Sydney to Melbourne and arrived at 10pm after I'd paid online for his room. They wouldn't accept his personal card for the bond, then also refused the company card we'd used to make the booking. Someone hung up on me; when my driver got them back on the phone, I was told I should have booked somewhere else. Our business has used Nightcap many times, but not anymore. After that long drive, my driver had to sleep in his truck even though we'd paid for a room. The booking was made directly through the Nightcap website. Taking payment and then refusing to provide a room is absolutely unacceptable. Whoever manages St Albans should be fired.

The whole team made my visit pleasant with their warmth, professionalism, and willingness to help. I especially want to thank Sanskriti from housekeeping. She kept my room spotless and comfortable, and her friendly manner and care with the details really stood out. I had a great stay at Nightcap at St Albans Hotel.

The meals and service were good, but the room needs a serious update. The walls were cracked, the repairs looked shoddy, and the interior felt dated. The mattresses need replacing: two singles joined together don't make a king bed, and ours had a hard lump in the middle and felt soggy rather than firm. There was a blue stain on the bed, marks on the floor near the fridge, and crumbs and who knows what else under the mattress protector. Hygiene wasn't at an acceptable level. The shower needs renovating too. Body wash, shampoo, and conditioner came in bottles that anyone could refill with whatever they like. They should be sealed, single-use bottles. St Albans isn't the best area, but that's where we booked. Other than the room issues, the meals were good.