Sky Lodge Hotel Perth

I’ve stayed at this hotel for over a year without any problems, so this visit was a real shock. When I went to reception to pay for my room, Arlene was blunt and dismissive from the start. Her tone felt rude and unprofessional. I asked about changing rooms, and she said, “Don’t blame me, I didn’t make the booking.” I was confused by her hostility and tried to work out what the issue was, but things quickly escalated. She accused me of being abusive and said she had never served people “like me” before. That was extremely concerning. She also said she would tell me about my room after I’d paid, which I was going to do anyway. Arlene kept raising her voice and speaking as if we had some prior conflict, when we didn’t. I challenged her because I couldn’t understand why she was treating me that way. She cancelled my room and refunded me. I told her I would leave a review about what happened, and she said she looked forward to reading it. She claimed she felt threatened, but another staff member was there and didn’t step in at any point, which made that claim hard to understand. The guys sitting with her stayed silent until she refunded me. If I’d been abusive to a staff member, I’m sure they would have intervened sooner. I’ve stayed in many hotels and never had customer service like this. It was uncomfortable, confusing and completely unnecessary. I told Arlene she was cheeky, and she replied, “What are you gonna do about it?” I’ve never seen or heard anything like it. Arlene created a hostile situation, and I think the business needs to give her some serious training. Based on this experience, I wouldn’t recommend staying here and will never come back.