Thornton Executive Hotel

This is our second stay. Last time, in room 121, check-in was a problem, though the room and comfy bed were great. This time we got straight in, but room 113 is more tired. There was hair on the bed, four dirty glasses, a bowl with crusty bits, greasy plates and dirty cutlery, plus a large stain on the chair. We couldn’t use those things. Housekeeping really missed the mark. The place is very quiet, with plenty of parking and good lighting in the carpark. The street is very dark at night, though. It’s tucked at the back of the court in an industrial type area, with medical suites and a chemist on the corner. A 7-Eleven is close, but I wouldn’t walk there myself. Good value for a one-night stay, aside from a couple of housekeeping issues this time.

We left around 7pm and didn’t stay the night because we felt uncomfortable and the rooms didn’t meet basic cleanliness standards. Our first room was visibly dirty, with several stains and a dirty toilet. After waiting more than an hour for a room change, the next one was only a little better and smelled damp. I also saw a cockroach. We raised this with management, but they made no real effort to fix things or offer compensation. Poor phone reception meant reception could only be reached from the lobby, making communication difficult. When we called later to explain why we’d left, they said they wouldn’t reimburse us because we hadn’t spoken to a staff member in person before going. We had looked for someone and couldn’t find one. The whole situation felt unfair and very disappointing. Cleanliness, communication and customer care all fell well below what paid accommodation should provide.

Check-in was very convenient and the hotel was clean. The room had an unpleasant smell, like sweaty shoes, though, and the soundproofing was poor. Outside noise came through clearly.

The room felt bright and spacious, helped by the large foyers bringing in daylight. We had a fantastic stay in clean, roomy accommodation, quite close to The Big Ugg Boots! The bedding was clean, cosy and comfortable. The bathroom was large, with contemporary, new and clean fittings and all the necessities. There was also a small kitchenette with everything needed for morning tea.