We had to walk around the hotel to get to the front door and wait for the staff at the desk to be available to change and update our keycards. Please accept my sincerest apologies. It is always a pleasure to receive positive feedback from your recent trip to Mandurah with your family. Breakfast was delicious and plentiful but not a buffet like most hotels although we had a continental tray with pastries and fruit, coffee, juice and the choice of several cooked options. After contacting the hotel four times to resolve the issue we were told that if the bank did not credit our money, we would have to contact them ourselves. Thank you again for sharing your experience, and we hope your next visit will be even better.. I will ensure I review the feedback provided with our food and beverage team to ensure there are no rostering issues moving forward, but again, please accept my apologies that you were kept waiting. You may like to consider this when making a booking. I know we can do better.
I can appreciate that this is frustrating and I quite agree that it is unacceptable. We had to walk around the hotel to get to the front door and wait for the staff at the desk to be available to change and update our keycards. The first one was incorrect and we were told it could not happen, then back in our room we were called and were told we could have the room that was originally requested. Please accept my apologies that we failed to deliver the upgraded sparkling wine package for your stay, however I am so pleased to see that it did not put a dampener on your experience. Our hotel has responded to the review Our hotel has responded to the review Dear Allan, We very much appreciate your comments regarding your stay at the The Sebel Mandurah. I went down to the desk to find out why, to be told the hotel was no longer a full service hotel. I told the staff that we would be pursuing the money from them directly because we have been given such a run around. Thank you again for sharing your experience, and we hope your next visit will be even better.. The bathroom was compact but plenty big enough for our needs. After a tiring journey, we were glad that Sebel Mandurah was our first 'home' in Western Australia. Alicia and Dougall - all of whom made a real difference to our stay. We travelled with a family of 7 including 3 kids and really appreciated the ease in check-in, daily housekeeping and upgrade of room. There was nothing setup. Just mention it at the time of booking a room. I can appreciate it would have been unsightly to have such water coming from the tap. I told her that we travel extensively, including to third world countries and that this has never happened to us before. It is always a pleasure to receive positive feedback and it was our pleasure to look after you. It is always a pleasure to receive positive feedback about our team and I will share your comments with them. It is always a pleasure to receive positive feedback and I will share your comments with our team. The bed was very comfortable. After contacting the hotel four times to resolve the issue we were told that if the bank did not credit our money, we would have to contact them ourselves. I do hope all is well now, please keep us up to date with the progress! They then sent the maid to make up our room promptly. The hotel also has no affiliation with restaurants, which is not an option for a business traveller. You may like to consider this when making a booking.
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