Serviced Apartments Melbourne- Opus

We had a bad experience. We booked through Qantas, but at check-in they said the management was different and we couldn’t check in. I’ve never had that happen before. The management situation isn’t my problem as a customer. I paid, and I need the key. We waited over an hour until we got the keys, at 11pm after a long day of flights. We also needed the garage key, but it didn’t work because the receptionist hadn’t given us the entry code. The management and customer service were very bad.

The door wouldn’t lock when we left. It only locked securely from inside, and shutting it from outside made it unlock automatically. We were there for business and couldn’t leave valuable stock in an apartment that didn’t lock. We booked Opus for its location because we had meetings in Southbank, but when we arrived to pick up the key, we found out they’d moved us to another apartment 18 min by car away. Nobody called or explained. On the customer service number, a Chris from the Philippines said there was nothing they could do. There was no local number or anyone we could talk to there. She needed approval from her manager via Skype, and we wouldn’t get any answer until the next day, which was no help since we were staying only one night. We didn’t get what we paid for, and customer service was nonexistent. This is a joke. Serviced Apartments Melbourne should not be allowed to operate. We’ll be taking this further.

Once we finally got checked in, the room was lovely, a 2 bed, 2 bath place at a great price. But getting there was very stressful and made us rush to get to the wedding. We arrived before a wedding nearby in Southbank, only to be told they didn’t have a room for us and would move us into the city. After spending 40 minutes on the phone with the company, we were told to go to their city office and speak to someone. After all that back and forth, it turned out they did have a room for us in Southbank after all. Check-in was very difficult, and the customer service was bad.

The location was good, but I’ll never trust Melbourne Serviced Apartments again. The replacement apartment was dirty and needed maintenance, and it was nothing like what we’d booked. Pictures had been taken off the walls and put in cupboards, leaving huge gaps in the paint. There was makeup smeared on the bathroom wall, hair throughout the shower, and dirty crockery and mugs had been put back in the cupboard. We were told after arriving that the two bedroom apartment we’d booked in June last year was unavailable because of water damage, and that we’d be upgraded to a building just down the road. When we got there, the door was wide open and we had to force it to stay shut.