Athena Motel Apartments

We booked a family two-bedroom apartment at Athena Motel Apartments, and the room-specific photos showed a spa bath but no shower. When we arrived, there was no spa bath. Athena and Hotels.com refused a refund despite the misleading family-room photo. The amenities listing was deceptive too: there was no CD player, no oven suitable for baking lasagna in an alfoil pan, and no spa bath. Hotels.com didn't say it was only available on request. Management and the policies were terrible, and they refused to refund us despite the misleading advertising. They also offer 10% off a future stay in return for positive reviews, so take the positive reviews with a grain of salt. The restaurant was closed for the weekend, and we couldn't figure out where or how to access the games-arcade room, so we couldn't use it during our rainy weekend. Wi-Fi was dismal, at 10 Mbps both download and upload. The hot water ran out halfway through my husband's shower. There were mascara stains on the pillowcase, though I don't wear mascara, and the fitted sheet had a hole. I also found a cockroach in the kitchen. The shower grout was dirty, and the dishwasher powder holder was broken and wouldn't stay closed after I added powder. The bottom of the microwave door was hanging loosely, which didn't seem safe, as it probably wasn't sealing the radiation in anymore. Never staying here again. I'd give it zero stars if I could. Stay here only if you want a frustrating, disappointing experience.

The location is handy for the hospital, and most Toowoomba tourist spots are under a 15-minute drive. The restaurant is open on a few nights each week; the special was beautifully presented, well cooked and absolutely delicious. The staff were fantastic, and the large rooms were beautifully appointed and spotless, with a microwave and cooktop. Five stars all round.

I haven't stayed here yet, but some of my staff and workmates have and say the rooms are great. I stopped by the bar for a couple of drinks and a game of pool, and met the owners, who were very nice. I look forward to staying on my next trip and will update this review then.

I'd suggest reading the reviews that mention even minor issues, along with Emma's responses, before booking. We returned to this accommodation after staying just a few weeks earlier. The bond was not charged on that earlier visit, so I simply asked why it was required this time. There was no issue with matching my ID to the bank card used for the bond. I understand the security reason for that check. My question was met with frustration instead of basic hospitality. The response also seems to mix us up with other guests. I never said we arrived at 1pm. I said before 2pm, and my location history records 1:36pm, not 2:40pm as claimed. I called reception early Friday afternoon because the internet wasn't working and was told nothing could be done because “it's the weekend.” I would reasonably expect that someone could contact the internet provider at that time. My review accurately reflects what we were told about the internet. It doesn't say “too bad, so sad,” and I stand by what I wrote. We would have understood the internet problem if we'd received empathy or even a simple explanation. I didn't abuse any staff member. I apologised on Saturday after being frustrated by how I was spoken to on arrival. The other staff we dealt with were friendly and professional. On Saturday, I walked to reception to discuss the internet issue; I didn't call and abuse the trainee. That staff member offered several troubleshooting options that hadn't been offered Friday. I went back to the room to try them, and when they failed, she willingly offered to come and take a look. When she arrived at our room, we took the children to the park to give her space. It was not “pouring rain.” Another staff member later managed to get us connected, though the connection was poor. This was the same staff member you said “she wouldn't know any better.” On Friday, when I called about the internet, I also asked for tongs and a fry pan because they weren't in our room. You said that wasn't possible because they were kept offsite and we'd have to wait until Monday. I asked at reception again on Saturday, thinking the earlier receptionist had no desire to help. The receptionist immediately said yes, of course, they were in a storeroom and would be brought right over. That only added to the inconsistencies in communication and customer service. On Sunday I didn't “demand” payment of my partner's and my phone bills. I said I was frustrated that we had to use our mobile hotspot for the entire weekend away with our children because the accommodation we'd booked, advertised as having WiFi, had no working internet. We checked out Monday morning. Booking.com prompted me to review the stay, and I submitted it on Wednesday evening. You had all of Monday, Tuesday and Wednesday to contact me first. Your call came Thursday morning, after I posted. I didn't “wait only a day,” as you claim. I'm a returning guest who visits Toowoomba regularly, and I was disappointed by one staff member's conduct. I have never lied and had no reason to; I haven't backtracked on anything. Your response has only reinforced how little willingness there seems to be to acknowledge a guest's experience. There are clearly inconsistencies in how staff communicate and handle customer service. We've booked alternative accommodation for our visit next week. Thank you.