Oaks Melbourne Flemington Suites

Our biggest disappointment was housekeeping. Daily service was included, but we had to keep asking for rubbish to be cleared and towels changed. The front desk tried to help by bringing detergent and another garbage bag, but the housekeeping service felt nonexistent. I hope management addresses it. We had a spacious, bright two-bedroom city-view suite with a reasonably equipped kitchen, washing machine and dryer. The traffic below made it noisy, and having just one toilet was tough for four adults and a child. The entrance was awkward to find, with no clear OAKS sign, and the narrow lane is shared with IGA, so there was a lot of traffic. Stuart, Tina and Loona at the front desk were polite and friendly.

The parking was inadequate, especially given the $50 per night charge, and staff were consistently rude and unhelpful. We were also refused a second room key when we explained we were leaving at different times. The $150 key deposit was supposed to be returned that same day, but it still hadn't arrived, which felt misleading. The building felt dirty throughout. There was hair in our room, and the carpets were badly stained and discolored. The shower kept switching between shower and bath mode, making it frustrating to use. For what we paid, it was a very disappointing stay, and we wouldn't return.

I live in this building, not the “hotel,” and the upkeep is a mess. The elevators have not all been working for over two months, and they break so often that residents joke about it. Maintenance is close to nonexistent. What gets advertised as a hotel is just regular apartments being rented under another label, and, as other reviews say, the team doesn't service the place well. When residents raise problems, management gives carefully rehearsed excuses. Given how badly the building is maintained, I wouldn't expect better from the hotel side. If you're after a real hotel with proper service standards, look elsewhere. Basic upkeep is a struggle here, and it shows everywhere.

The thing that put me off most was the $150 payment they require as ‘insurance’. They won't refund it until 10-14 business days after checkout, which is unnecessary and insulting, even at the cheaper price. I tried paying it in cash on my second stay to avoid the delay, but they wouldn't accept that under their policy. After the first stay, I emailed twice without a reply, then called repeatedly. There was no answer or voicemail, but eventually someone processed the refund immediately. That should happen at checkout, or at least after they check the room. I won't stay again for this reason alone. I also wouldn't want Oaks associated with the place. I booked twice through Qantas for FF points, in September and November this year. There is an IGA on site, which was great for food and other things. The rooms were mediocre. The first time ours faced a noisy highway, though we had good views and I slept okay. It was very cold, the heating didn't work, and I woke freezing with no spare blankets. At 2am I took a hot shower, then tried to keep warm with a spare mattress protector. The second room was a different type and cramped for four. The carpet was badly worn in one spot, there were no teaspoons or dishcloth, and the Wi-Fi didn't work. From our window, we could see into another room on our left, so I kept the blind down. Stuart was a real bright spot. After a long, delayed journey that got us there at 9.30pm, he went above and beyond to make things better for my son and me. I'll always remember that, thank you.