Arcade Hotels in Australia - New Zealand and the South Pacific

The bed was so comfy and the room was nice and warm

I don’t know how this place has a “luxury” tag on this website. This is not a luxury hotel, it’s severely average. Tired carpet, decor and NOT soundproofed into the hallway, you can hear every little footfall. I was not in their cheapest rooms either! Some of the staff were really lovely at the counter Hotel.com had gold VIP access- free drink but the staff had never heard of that before- luckily the gentleman at the desk honoured this at check out but it was a hassle for all.

We booked an executive 2-bedroom apartment months in advance. Upon arrival, we were assigned a room. The room felt cold, dated, and everything looked old. After providing feedback, we were told that it was the only room available, but we were later offered another room, at a higher level, which at least felt cleaner. The shower in the master bedroom was also not working. After 2 nights, we were shifted again to Room at a corner, which was much better. However, housekeeping service throughout the stay was disappointing. Despite repeatedly requesting daily housekeeping, they only changed the towels and cleared the rubbish. The room was never vacuumed and the bedsheets were not changed despite our requests. Before checkout, the housekeeping trolley was placed right outside our room, blocking the way. Ironically, when we needed housekeeping during our stay, it was nowhere to be found, but it suddenly appeared when we were checking out. Upon check out, when the front desk asked about our stay, we shared that it was bad due to the housekeeping issues and overall service. However, the manager who was beside did not acknowledge our feedback and disappeared shortly after. The front desk also remained quiet and did not respond further after we commented about our bad stay. With this level of service, I would not recommend staying here. There are definitely better accommodation options at a similar price point with much better service standards.