Oaks Melbourne On Collins Suites

I was sold a standard "Studio," but on arrival was given an "Internal Room," a dark space with a window onto an interior hotel hallway, no natural light and no outside ventilation. The hotel's own system labels it "Internal," yet it was marketed as a standard "Studio." I believe this is misleading and deceptive conduct under the Australian Consumer Law (ACL). When I raised the difference and the failure to provide the room category I paid for, staff were dismissive and insulting. I was told I "clearly did not know how the process works," that it was "my problem," and that I had "no idea" about my rights. The Duty Manager promised a response within 20 minutes. After more than two hours of stalling and several follow-ups, I got a three-sentence template email saying "nothing can be done." I had told management that staying in a windowless room was psychologically unbearable for me because of Claustrophobia, but they made no effort to offer a solution or move me to a compliant room. I have formally reported the property to the ACCC and Consumer Affairs Victoria. To me, this hotel knowingly mislabels rooms and mocks and delays guests who raise legitimate complaints. If you care about your health, legal rights and professional service, don't stay here.

From my sixth-floor room, every night of my three-night stay I could hear what sounded like a gym in full swing, with people running for hours from about 11pm. The room itself was very comfortable and minimalist, and for the price it was great. It's a clean, well-maintained hotel in a good spot, close to Southern Cross and the town centre.

No duvet covers. I find that disgusting, and even aside from the hygiene issue, it's not acceptable. Apparently this is common in Australia because it's cheaper and quicker to wrap a shared duvet or blanket in three sheets. Most decent hotels keep covers for guests like me, but the Oaks doesn't. When the bed is made badly, as mine was, the sheets come undone and you end up against a sweaty duvet from the previous guest. Hotels say each duvet is fresh, but I doubt it, since that would cost even more. Imagine the housekeeping cart with 20 king-size duvets. I'm a big sweater, so good luck to whoever used it next. I complained and they tried to help, but there seemed to be a communication problem. I asked for a duvet cover or for the bed to be made tightly enough that it couldn't unravel. Instead, they added a heavy blanket on top, as if I might be cold in Melbourne in midsummer. They didn't try to fix the badly made bed. Later they brought me a "fresh" duvet, but I still didn't trust it and just tried to put it out of my mind. Housekeeping was poor in general. They didn't replace the coffee or milk, and the bed was still badly made, with wrinkled sheets and pillows. The coffee machine leaked, so I used a tea towel to dry it. They left the same soaked towel and didn't replace it. The bathroom was the smallest I've had in a hotel, and the shower was pokey and very slippery. Room service was a rip-off too. They made it seem like the food was prepared on site, but it was basically Uber eats packed up and brought to the door on a tray and plate, not fresh. The soggy burger cost $32, no thanks. Later, I came back to find my suitcase open. Nothing was missing, but it was strange and concerning, and I didn't report it because I thought they'd just say I was winging. Everything about the place felt half-arsed. It may be cheap, but I still don't accept skipping duvet covers to save money.

We found toenail clippings in the bed when we got in, and took photos. It was clear the bedding hadn't been changed. We told staff the next morning and asked them to change the bed, but they said they didn't have enough staff. We had to sleep in that unclean bed for the first night. They eventually changed it for night two, after we raised it again. Management later acknowledged the problem but offered only 15% off a future stay, which doesn't make up for the service we'd already paid for. We don't want to return, and management said they were closing the case because they couldn't do anything more. Hygiene is basic for paid accommodation. The customer service was terrible, and I wouldn't stay or recommend it again. A dirty bed isn't worth paying for.