Sanctuary Apartments - WRAP

The location is excellent, and all the staff were friendly and welcoming. We had a lovely one-night stay with the kids in a spacious, clean, well-maintained two-bedroom apartment. The city-view room upgrade was much appreciated. Coffee pods, tea and milk were provided, and we added breakfast, which came in very generous servings. The only downside was the hotel parking, at $45 for one night. The car park further down charges $20 per night.

The room was unpleasantly smelly and not clean enough, and insects kept coming in from outside. I’d booked a high-floor room for six nights, travelling alone with my daughter for the first time, but we were assigned a room on the second floor in a separate building. Its level didn’t require a key to enter, and it had a different elevator. I felt very unsafe there. Getting to the swimming pool was a hassle. We had to go down to reception and switch elevators, and our key often didn’t work, so each time we had to ask staff to activate pool access. The room wasn’t connected to the pool either. I understand I booked a good-value deal, but the location, lack of secure access, and poor connection to the hotel facilities were extremely disappointing compared with the booking photos and description. I raised my concerns with reception, but nobody contacted me until the next day. We’d already unpacked by then, so I decided not to move rooms. The hotel should clearly explain that rooms in this building don’t have key-secured access, aren’t connected to the pool, and require separate elevators. This is the first negative review I’ve ever written. I definitely won’t return, and would rather pay a little more for somewhere safer and more comfortable.

The room was run down, and the dirty balcony had someone’s muddy bare footprints on it. Inside, the carpet was stained and hadn’t been vacuumed when we arrived, and the shower leaked badly enough to leave a huge puddle in the bathroom. My partner and I were disappointed given what we paid for the studio. The staff were lovely, though, and the location was great, close to the city and public transport.

The position is great, and reception staff were very helpful. Still, our one-bedroom kitchen unit needed attention. The small balcony was dirty and uninviting, and the carpet left our feet dirty and discoloured. The blinds needed a good clean, had white goop on them, and one didn't match the others or block out light. There were several broken or awkward fixtures: the kitchen sink handle spindle had broken off, one socket at the kitchen's only power point couldn't be used because of a broken pin, and the toilet seat was broken and seemed to have been that way for a while. We reported the toilet and socket, and a service person came by but couldn't fix them that day, even though the toilet just needed a new seat. The shower door let water leak easily and flood the floor. These days, there should also be at least one charging socket in the main living area.