Nightcap at Chester Hill Hotel

To: Management, Nightcap Hotels Subject: Complaint about poor service on 22/02/2026 at 5.15pm I’m disappointed by a phone call with Kirsty when I tried to book a room today. Colleagues had praised Nightcap Hotel Chester hill, so I was looking forward to staying there, but the call didn’t match the good things I’d heard. She was unaccommodating and seemed unnecessarily suspicious about my 10% staff discount. I understand that there’s a verification policy, but she kept insisting, rudely, that she would check the discount card against my ID. I felt treated like a criminal instead of a valued guest. I cancelled the booking straight away, took my business elsewhere, and will tell the colleagues who recommended the hotel about this experience. Good customer service matters, and it’s disappointing that such a small issue was handled with such a miserable attitude. If an employee doesn’t want to be at work, the customer shouldn’t have to pay for it. I hope management takes this feedback seriously so other potential guests aren’t put off in the same way.

The TV wasn’t smart and didn’t work properly. It played audio but showed no picture. The outdoor terrace door was badly frosted, with patchy areas and graffiti scratched into it. There was no curtain, so if you want to sleep in, I wouldn’t recommend this room. One of the photos shows the view from a single bed just before 6am. For a room that sleeps up to four, there’s nowhere near enough space to hang towels, even though they could add another rail or hooks behind the door. We’d stayed in a double room before and had a great experience, so the studio room this time was a real letdown. Cleanliness needs serious improvement. Under the single beds was clean, but there were crumbs under the queen bed. The bathroom was worse: the vent looked like it hadn’t been cleaned in a while, and there were drips down the front of the toilet. I really hope it was just cleaning products that hadn’t been wiped off properly. We didn’t particularly want housekeeping to come in, but we also weren’t given a “do not disturb” sign for the door. Housekeeping didn’t come anyway. The beds weren’t remade, teas, coffees and milk weren’t replenished, and the mugs weren’t cleaned. We didn’t need fresh towels, but I doubt those would have been changed either.

I was in the area overnight for a funeral the next morning, and the room’s size, facilities, location and cleanliness all met my expectations. The hotel beat most of the places I’ve stayed during my working life. The room looked modern, and included a drink on arrival, bottled water, coffee and shampoo. The bed was so comfortable I wanted to take it home. There are lots of places for dinner and breakfast right outside, as well as the hotel. People often complain about the noise, which the hotel can’t fix. The complimentary earplugs were comfortable, and I couldn’t hear a thing with them in. The TV has streaming services, but no standard antenna, so you can’t watch free-to-air TV. Just remember to log out of your accounts. We did find a leaking bathroom tap, a very shallow vanity sink and a broken toilet seat hinge, but none of that affected our stay. I reckon the contractor used inferior fittings in the last renovation, and replacing them all would cost a lot. Things look nice, but don’t work perfectly. Some people are a little too precious.

Fresh bacon and egg rolls on Sunday morning, drinks flowing, Chinese food next door for dinner, and a place just five shops up the road when we wanted food at 1am. The staff were all amazing, especially Maddi. Honestly, one of the best places I’ve stayed in a while. The rooms were spacious and clean, and the bottled water was a nice touch. The only thing I’d change is adding a blind to the balcony door. The sun woke me up too early, at 6am.