Quest Frankston on the Bay

We booked a one-bedroom apartment for the four of us, including our two young kids. The location was handy for the beach, shops, and transport, parking was available, and the staff were friendly and helpful. We needed somewhere convenient at short notice, and for budget accommodation it was about what we expected. With more choice, we might have picked somewhere else or a larger room, but the two-bedroom apartments weren’t available. The room itself felt worn: a wardrobe shelf had been broken and taped back on, two of the three lamps didn’t work, and the balcony was too dirty to use. We also found a mouldy cup of tea in the microwave. Sleeping was rough. The king bed was two singles pushed together, with a gap that widened overnight, and it sagged so our kids rolled towards me from either side. The sofa bed was thin and uncomfortable too. None of us got a good night’s sleep.

The coastal views were amazing, and I thought the room was decent value. I had one of their Executive Studio Suites, or something like that, with enough facilities that you could probably live there. It’s an easy walk to the shopping center and plenty of restaurants, including a pretty good barbecue place attached to the hotel. The only thing I missed was having a bath.

Late arrival was a mess. I checked in after 10pm and rang the bell for half an hour before anyone answered. A security guard eventually came out and told me to call the local number, which cost me US$17 in international fees. I’d emailed ahead to explain I’d arrive late and didn’t have a local phone, and the hotel had specifically said to ring the bell. The hotel’s setup also caused problems. Rooms face each other across a C-shaped layout, so with the blinds open people in other rooms can see straight inside. On a sunny beach day, you’re left choosing between keeping the blinds shut or being watched. The floor plan is so confusing they give you a card with seven steps for finding your room. There was loud music, yelling, and partying each night until after 3am. It didn’t bother me personally, but light sleepers or families may find it unsuitable. Checkout is at 10am, with a $50 late fee and $100 for up to an hour late. I can’t remember another hotel with checkout before noon. The location is good and the rooms are decent, but I won’t be doing business with this company again.

We had no hot water for the entire stay. We were told the second tower was going through “renovation works.” Pet owners, watch out. The place is listed as pet friendly, but at the counter we were told there was a $350 cleaning fee for the first night plus $50 per night. By then it was too late to cancel. I wouldn’t expect that kind of setup from a franchise like Quest.