Oaks Melbourne Lonsdale Suites

The staff at the front desk are really lovely, and the rooms are spacious with super-comfy beds and the best pillows I've slept on. Everything in the CBD is within walking distance, with lots of restaurants nearby, and having an IGA right next door was handy. There's a fully equipped kitchen if you need to cook, though we didn't. The bath was useful for the little ones, as were the washing machine and dryer. We're loving our stay and would definitely come back.

The location was perfect for everything we wanted to do. I'm not fussy about appearances as long as a place is clean and things work, and the units were clean. But dishwashers were broken in three of the six apartments we rented, two two-bedroom units and four studios. The lounge furniture was low and uncomfortable. The main bathroom has a bath with a rail, but getting in without slipping or falling still takes some skill. We all ended up using the ensuite shower. Otherwise, these are good little units for a group, family or solo travelers.

The location was the one good thing for us. It was exactly where I needed to be, but I'd never stay here again. In my opinion it's not even three-star, and there's much better value elsewhere. On arrival the TV didn't work. There are only basic channels, no Foxtel, Netflix or other streaming, and you can't cast to the TV. There were no balconies and only a couple of tiny windows that took us two days to find. The bathroom fan didn't work either. Staff said they'd come look, but nobody ever did. The second night was very cold because the heater wasn't working. Staff offered a blanket, which I declined because I wanted proper heating, then offered a plug-in heater. I said that wasn't acceptable and asked for a refund so I could go somewhere warm. They said they'd see what they could do, then offered another room. We packed up and waited, only to be told half an hour later that we couldn't have it. They kept us waiting and changing plans for over an hour and a half. By the time they finally said they'd refund us, it was so late that my daughter was exhausted and hadn't eaten because we thought we'd be moving rooms. My daughter is a disabled teenager with a medical condition that can make the cold dangerous. I had no practical way to take her to another hotel so late, after they had delayed us so long, and had to stay. Nobody ever called back. They kept offering a plug-in heater but never brought one, even after I repeatedly explained the medical risk. I waited nearly two and a half hours in all, then gave up calling reception. My daughter and I cuddled to keep warm, and I woke every hour to check on her. Absolutely horrible night. The staff were disinterested and unhelpful, and the property wasn't any better. There is no restaurant, pool, gym or other amenities. The lifts were dirty, rattled, made strange noises and seemed to need urgent major maintenance. Bathrooms are old, dated, poorly ventilated, and starting to crack and wear. Many rooms feel cheaply fitted, the carpets have stains, and cold air comes through the window seals. There's an unpleasant smell throughout.

The room was clean, functional and more than spacious enough, and only a three-minute walk from where I needed to be. The reception area could use some investment. Seeing reams of paper used as computer stands and mouse pads was a bit sad, though it didn't affect my stay. I'd come back if work took me to the quadrant again.