Riverside Hotel South Bank

Michelle from the kitchens deserves a shout out. She sorted replacement sheets with 5 star service before her shift even started, in an area that wasn’t hers, after both housekeeping and concierge failed to deal with the bloodstains we found on the curtains. We were told a manager would call the next day, but neither of us heard from them. That really showed how little customer service seems to matter here. I’d considered raising my service rating to 2 or maybe 3 stars depending on how management handled things, but with so little care, I’d give 0 if I could. The room was a dump: dents in the walls, mould in the shower, leaking broken shower heads, badly sagging beds and a random stain on the sheets that looked like it had been there a week. The balcony door was already unlocked when we arrived, and we were on the first floor, quite accessible from the road. After we reported the sheet stain, reception said housekeeping and management would fix it right away. Nearly 6 hours later, the beds had been made but the stain was still there. Reception only seemed interested once they’d been caught not sorting it out. The shower heads were another thing they didn’t want to fix. At $460 for 2 nights, it was a joke, especially after spending 2 nights at a classy Meriton Suites on the Gold Coast for over $100 less. Everything there was clean, the staff were wonderful and it all felt professional. Here, we were also told to take our own rubbish out or face a minimum $30 fee. I’ve never seen a 4 star hotel make guests take their rubbish out. When we arrived at 7pm to check in, the concierge seemed uninterested and inconvenienced. It felt like nobody cared about our stay. The place is central to a lot of the city, but location is the least of its problems. If you’re considering it, don’t. Pay extra for the Rydges up the road or the Meriton across the bridge, with better views, a similar location and staff who respect the place and their guests. Extremely disappointed.