Panorama Hotel

An absolutely appalling experience with the hotel, staff & room!
Our room had been booked and entirely paid for several months before our stay in January 2023. Upon arrival I was told that the total amount of approximately $690 was outstanding and the hotel would be charging my credit card for this entire amount. I produced documentation showing the amount had been paid in full and was forced to contact my travel agent on a public holiday to talk to hotel reception. Despite the documentation and talking to staff it was some time before the matter was resolved and despite being totally humiliated, were offered no apology.
I had booked a waterfront room and with the exorbitant cost of one nights accommodation, I have to say that when we arrived to our room and found a tree in front of our waterfront we were extremely disappointed. Further, the shower was so small we could barely turn around and we are not big people. Then the towel rack fell off the wall. It just got worse, there was a picture missing off the wall leaving the hanger exposed. I took a photo as I felt we might be accused of theft.
The last disappointments in the room was the fact that neither bedside lamp work and I can honestly say the pillows were the absolute worst I have ever used.they were so thin and old that there is really not enough words.
On checking out I demanded an apology which I received but only after asking.
I have contacted management on 2 occasions to discuss our very disappointing stay and I have still not been contacted.
This experience unfortunately ruined our time in St Helens.
We had a lovely time in Tasmania but this was the absolute worst experience and would never recommend staying there.

Where do I even begin with this hotel? It was a disaster from start to finish.

Let's start with the customer service. The staff seemed to have a permanent scowl on their faces, like they hated their jobs and the guests who stayed there. When I asked for some extra towels, the receptionist rolled her eyes and let out a loud sigh. And when I asked the manager for some help with a problem in my room, they were even worse. They had the most condescending attitude, like they were doing me a huge favor just by acknowledging my existence.

But the real kicker was when I had to deal with a billing issue. It was a mistake on the hotel's end, but the manager refused to admit fault and instead blamed me for the problem. They were so rude and unprofessional that I couldn't believe it. I even overheard them talking about me to a colleague in a derogatory way.

And then there were the paper-thin walls. I could hear everything - the person in the next room snoring, someone coughing in the hallway. It was like there was no insulation whatsoever.

Overall, I wouldn't recommend this hotel to anyone. The terrible customer service, particularly from the manager, ruined the entire experience. If you're looking for a place to stay where you feel welcomed and valued, look elsewhere. This hotel is a complete disappointment.