Comfort Inn Glenfield

It took me a few days to decide whether to leave this review, but I felt I had to. I wouldn’t want anyone else to go through what we did with the receptionist and owner. We should have checked the reviews first. They were accurate. The receptionist was rude and unprofessional, and one of the most heartless people we’ve met in hospitality. We understand check-in rules have to be enforced, and we accept that we didn’t tell the property ahead of time that we’d be delayed. It wasn’t intentional. We’d been travelling for nearly 12 hours, faced unexpected delays, and some of us were unwell and exhausted. Other places we’ve stayed at sent reminders or information about strict cut-off times, but we accept our part in missing it. That still didn’t excuse how we were treated. I called after we’d just got off the bus and said we’d do our best to arrive by 7 pm, and still intended to go ahead with the booking. The receptionist raised her voice and lashed out, accusing us of being rude for not calling earlier, even though she was the one speaking disrespectfully. I calmly said she was being rude, and she told us not to come at all. My companion encouraged us to continue, so we booked a ride and arrived a little after 7. The owner came outside, pointed her finger at us and turned us away, saying the receptionist had told her I was rude. We weren’t even given a chance to explain our side. We were travelling with a baby and a senior citizen, both exhausted and unwell. Being treated so coldly and dismissed after a long journey at that hour was deeply upsetting. It felt discriminatory and completely lacking in empathy. This was about basic decency and professionalism, not just a policy. Hospitality shouldn’t be like this. A very disappointing, disheartening experience. (Edit: adding photos fyr)

The room was spacious and clean, and the bed and pillows were comfortable. We stayed Sunday and Monday, and couldn’t hear traffic from the busy Ruthven Street with the balcony door shut. The rooms were well soundproofed, and there was no noise from other guests at night. The staff we dealt with were friendly and helpful, and I can’t fault our stay. Comfort Inn still puts Arnold's Nice Biscuit and Shortbread in little packets with the coffee, which not many places do 😀. Souther Hotel is just across the road and does good meals. There’s also a shopping centre 10 minutes up the road.

I booked a twin room online, and when I arrived the staff member checked the booking and confirmed it showed a twin. She even looked at the prices on my phone and saw that the twin room cost more than the double room I’d already paid for. Still, she asked me for another $11 because her computer showed a double booking. It’s not a lot of money, and I understand it might not have been the hotel’s fault, but I’d checked everything with her and still had to pay for someone else’s mistake. How is that the customer’s responsibility? Really disappointing service.

The rooms were dirty and smelled like a train station toilet. Mould in the shower was obvious, so we didn’t use it. The air conditioner was placed where it couldn’t cool the room properly, and there was only one face washer for two people. The pillows were stained, the milk they gave us was sour, and the flyscreens were ripped so we couldn’t open the windows. It was very noisy, and there were hardly any safety features. The restaurant only opens Monday to Friday, which isn’t good when most people come for the weekend and have to find food in town. Owner or manager, don’t say we’re lying. We took photos. Definitely wouldn’t recommend it.