Best Western Southgate Motel

What made this so upsetting was the way management handled a request during a serious family medical emergency. We had paid in full for a non-refundable booking and understood that policy from the start. We only asked to move the dates. David turned us down rudely and showed no basic empathy, even saying a critically ill family member was “not our problem.” After that, there were repeated calls pushing us to confirm our plans and saying the room would be “released” otherwise, despite the full payment. The policy was never the issue, the way we were treated was. The owner’s reply only reinforces my point. Future customers, be careful.

I’d still stay again, even with the issues I noticed. The service was great and the room was good, but the blind was dirty and looked like it might have mould on it, and there were cobwebs in the room. In the shower cubicle, some tiles had holes, and it looked as though a towel rail had been taken off, with its fittings left on the wall. For a four star motel, Southgate needs to lift its game a bit, I feel.

The continental breakfast was adequate, and the staff were exceptionally kind and helpful. Rooms were very clean and comfortable. The place is a little dated, and highway traffic made it a bit noisy. I didn’t use the pool, though the kids who did seemed to be having fun. I’d absolutely stay here again.

The bed was comfortable, the shower was great, and parking was off the street. Staff were friendly too. Still, I’m giving it three stars because the bar and restaurant were closed when we arrived on a Saturday. It seems the restaurant only opens Monday to Thursday nights, possibly because staffing is difficult at the moment. Since the hotel is a drive from the city centre, we ended up walking next door to The Henty for dinner and drinks. There are a couple of other places within walking distance, depending on how far you want or are able to walk. The room was okay, business traveller style, with no view at all.