Starwest Apartments Alderney on Hay

The customer service is absolutely disgusting ESHAN, not sure on the spelling or position but honestly he shouldn't be working anywhere near customers.

Flights got delayed so I called the appartments for a late checkin as the reception closes at 5pm. He sent me documents to sign and authorise the excessive $250 bond charge (way more than what the apartment costs) The system wouldn't allow me to sign.

I tried to sort this out with him and he just lost his mind, yelling and being rude. He didn't want to let me stay there but also wouldn't give a refund. I called my Booking agent, he was also very rude to her also. I have stayed here before besides the obvious of the sheets not being changed from the last quest the stay was OK. It's a pity this person works here, the place has potential

The place is not bad, reception staff that we dealt with was nice, we needed more parking (only 1 bay is provided) but we couldn't get it inside the building, we had to find parking outside. The issue is with the bond, not only it's too high, it takes too long to be released and then when calling to get help with that, as the bank requested for the hotel to call them to release the funds, the guy who didn't even want to give his name was very very rude, talking over my husband, who of course was upset that the guy didn't let him talk, even telling him he didn't know what he was talking about when he was just trying to explain what the bank told him and then hung up on him when my husband told him to calm down and let him talk (as he was talking over my husband and then telling him off because he wanted to talk over him).
In the end my husband called back as we really need help with the bond and tried to stay as calm as possible and we have been getting help, but it hasn't been a pleasant time trying to get this sorted.

Manager Rude Rude and rude. 3 ladies staying in 2 bed apart.not enough tea bags etc.took 2 days for us to get more.bathroom b.shocking.worst shower ever ever came across.needs new shower head and the shower gel was empty.tap dripped all night and shower floor slippery. BATHROOMS MUST BE UPGRADED. PEELING PAINT, MILDEW ETC.same complaint as last time.

The location is ideal as it is situated near the city area and few parks. The receptionist and staff are friendly and the shop at the ground floor is very handy. The room cleaning service was not available throughout our stay for 6 days, maybe because it was a short stay.

When we left the apartment, there was a charged of AUD60. We were told that the room was left in a mess and that the house keeper had to work extra hours to clean up. Before we left the apartment, we even vacuumed the carpet and washed the plates and utensils. This is the first time I have ever been charged for staying in a hotel/apartment for that reason.

Reception was very unhelpful and not knowledgeable. No communication about facilities that were not available such as parking, checking in and out, the pool which was out of service (the main reason why we chose the apartments). The rooms were tired and run down.
I will never stay again and urge others to find somewhere else.

Regarding your reply I did not at any stage abuse staff or even seek a refund. I am not surprised that you have me confused with another guest as I spoke to several whom offered the same complaint as I had, no information about the pool and no communication and not helpful staff. I suggest you get your facts correct before accusing me of something I did not do. I suggest also that you check and make sure said booking websites have the correct information as I can 100% guarantee ours did not. Thanks for proving with your reply just how rude the staff were.

I would avoid the place at all costs. Not because of the premises because they are good quality rooms but because of the unprofessional rude manager behind the counter. For checking in after 4pm I was told it would cost $75 and if I wasn't able to check in at the reception the next day because I was at a course I was told my key card would be cancelled and would cost $150. When questioned the pice change I was told a smart remark 'that was yesterday's price and today it was this price'. Upon checking out I said I might slightly be checking out after 10am (I checked out at 10: 02am) and he told me they would charge me another hour. I stayed her for 3 nights and when I complained respectfully about the poor customer service I was told 'you are not a customer, you are an ASSH*OLE among other names he called me! I have a voice record of the whole conversation which I'm happy to share. I spoke to other customers there and they also said when they complained about there TV not working this rude man also was very angry and rude towards them. Also reading other reviews this is how he generally treats other PAYING CUSTOMERS!
Good apartments, terrible unprofessional, unhelpful staff member who should not be in customer service. He clearly needs to find a new profession where he doesn't have to deal with CUSTOMERS. I actually feel sorry for him.

Poor management, I booked a wrong date, before reception was closed I got an email mentioned that if I checked in after business hours, so I didn’t recognise that was a wrong date. When I arrived at Appointment itwas 4: 05, I send my private information to their email address to checked in, I sent 4 emails between 16: 05-18: 00. No one replied me. I msg their after office hours phone number 2 times, mentioned I am poor hearing person can’t hear over the phone. But that’s all of them no one replied me. I was really depressed sitting on the lobby alone. A girl who worked near the apartment she helped me called them, they said followed the email instructions, but I didn’t get any response from email. The girl after about 15 minutes came to asked me what the situation. I said still no one answered me. Until my bf came, then called them, a man showed up asked my booking number, yeah, I booked the wrong date. Because Feb and March days were same. I clearly knew I made a mistake. But why no one asked my booking number told I am wrong about the booking. I booked a hostel in Coral Bay, a staff email me I double booked a room in the same day, asked me confirmed that or mistake. I wondered a backpacker serves better than 4 stars apartment. Just checked my booking numbers, if they worried about me I were scammer nothing of them.
I had worked in hospitality job for ten years, I can say they were very poor management and customer service.
They wanted to earning money, but didn’t want responsibility, customers have to throw their rubbish, funny! Almost 2 pages of restrictions. Please read it carefully.
I have been over 30 hotels, backpackers, motels or appointments. That was the first time worse experience. II can imagine if a international traveller, first time been WA and happened that what was hopeless in WA, what is WA makes bad impressed them.
Tbh, their prices and location, many of choices, not need stayed their let them ruined my day.

Stayed in 2018. Such bad service. Had to pay a bond that took ages to get back. They made us clean the bins and threatened we wouldn't get our bond back if we didn't. The room was tidy (we were only there one night). I will never stay at that place again.

Avoid this place. Run by a manager (who I won't name) who treats customers and any interaction with them as a chore. Has either never heard of the word hospitality or knows is deliberately rude. Save your money and stay elsewhere.

Am clearly not the first person to experience this, and only confirmed when the responses to feedback are to criticise the guests instead of taking ownership of the issues.

Again, if you don't want to/can't work in 'hospitality', don't.

We Stay here regularly when we go to Perth. It's great for family's and very affordable accommodation. Kids love the pool. I have stayed many times and will continue to do so. Thanks again Alderney on Hay.

Happy with the room and everything in it was fine thanks. Unfortunately someone let themselves into our car in the carpark and we had the misfortune of leaving significant items inside. Lesson learned

When I stayed here I found a spoon with one side burnt and a white powdery substance in the back of the closet. Clearly the apartment I stayed in wasn’t cleaned properly and not sure how long it was up there. Mortified.

Room was sized well, free parking but you need to get in early to secure a spot, lounge was comfortable and appeared to be new.

Beds are extremely hard and uncomfortable, pillows are flat and uncomfortable, hot water doesn’t last enough for more then 2 showers in a row but does reheat within the hour, no shampoo, conditioner or soap in their refillable containers, could do with an additional toilet paper when you have a family and staying longer then 5 days, main access states hours however when tried were unable to get through even though it was well within the hours stated.

There are additional reasons as to why I gave it one star, however after reviewing management’s correspondence with below reviews and there lack of responsibility as well as blaming customers there is not point in me raising further concerns as they will be met with abrupt blame passing and justification to my experience.

Needless to say I wouldn’t recommend however if your in a tight jam it is what it is.

After hours check in process and reception hours are nowhere near realistic. Not enough hand soap, shower gel or toilet paper. Shower also goes cold very quickly. Very basic accomodation and no value for money.

Stayed for 8 nights and it was fantastic. Everything we needed they helped us with. Loved the convenience store below the apartments. We had 3 apartments all were clean beds were comfy and the washing machine and dryer were great less washing we had to carry home with us. Would definitely book here again.
Thankyou

Apartment was nice and clean and well equipped, customer service was a bit on the less professional side being only available at certain random hours of the day and no bell to get attention from reception as they always seemed to be out back and seemed to forget I was there half way through checking me in and taking my ID out back to scan

Receptionist gave me no real options and made me feel bad when I had a little hiccup with the bond payment which is a fairly high amount which they take out rather than hold

Extremely disappointed with this hotel. Very unhelpful stuff. Unwilling to apply any common sense for a paying customer which caused significant inconvenience and completely disrupted our day. I would not recommend this hotel

Worst service ever! I called to enquire about parking for guests. Firstly, Ashanti who I reluctantly call the customer service officer - told me there was NO parking. When I mentioned Expedia advertise parking he said it was for guests only.
When I reminded him I was asking for a guest he asked if I was staying at the apartments. I advised him my sister was staying and that she would be borrowing my car.he said no at first then said she would have to register the car. When I asked him why he was being so defensive he said he wasn't and hung up the phone. Ashanti, you need to find a job you love - cause clearly your in the wrong industry!

Incredibly useless, the disable parking bay couldn’t be any further away!
It should be right outside the rear entry door.

The other disabled bay (also out of the way) had a physically able, young asian couple parked in it watching me, as I struggled to get my bike out of my Ute.

I have stayed here many times and find it great value for money. It's right on Hay Street and only 15 or so minutes walk from the CBD.