Oaks Melbourne on William Suites

Hi, very disappointed with out stay here ! Upon arrival received timely check in even though we arrived at about 9pm on a Friday night which was nice. However, was not notified of anything but the level of our room. The gentleman at the reception didn’t tell us about the restaurant , gym or anything else available with the apartment. We didn’t want daily room service however they didn’t offer us free towels, shampoo or body wash, even though we stayed for 4 days. There was mould in the toilets and some red stains in our room on the ceiling. Finally, we were able to let go of all the other things as we came to just experience the AO. However, when we asked for a late check out on the last day of our stay the gentleman said no straight away without even consulting a manager or anything. We’ve come for international to watch the AO and they didn’t even consider a short late check out. Overall, would never stay at this hotel again. Very poor service and the customer care is abysmal. So many other places who value you more than here. I am a social medical analyst and this was by the worst customer service I have received. Would never recommend staying here as they are just rude and not understanding.

Overall disappointing. Location of the hotel was good and the range of kitchen cookware provided could be useful. But apart from that, this hotel is far below what we'd expect from one rated 4 stars. The waiting area was small and lacked a bar or restaurant which we would've liked. Ground floor reception staff were generally friendly but needs to provide clearer responses to guests. Approximately an hour prior to arriving at the hotel, we called to enquire about getting an early check in. We were told we could do that anytime from 9am for a $100 fee. When we got to the hotel at 9am, we were then told we couldn't check in due to no rooms (why weren't we told this when we called earlier???). We left and returned half an hour later, and to our amazement, we were able to be checked in for a fee of $80 (why didn't the staff just told to come back and check again later? also, whilst the cheaper fee was nice, presumably it varies depending on what time the check in was, why not let guests know of this so they can make better informed decisions on if and when they request this service?). The cleanliness of the bed and balcony was not great and to make matters worse, our booking that advertises "limited housekeeping" doesn't actually provide ANY housekeeping. Housekeeping is only available if you ask and for additional fees. We had looked at a few hotels online and we regretted not choosing another one.