Quality Hotel Mildura Grand

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Very poor reception

by Kate N (prior to 01/07/2010) As a OTHER

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My 2 children, husband and I arrived in Mildura after about 600 km in the car, exhausted and happy and looking forward to a relaxing night at the Grand Hotel as a special treat. The receptionist promptly informed us that they were fully booked and the only suite available was the Presidential Suite but that the motel across the road might be more suited to our needs. My husband has previously worked in hotel hospitality for well over a decade and considered it unlikely that they were at full occupancy on a Tuesday night, despite it being school holiday time. The response of the woman at the reception desk was offensive, to stay the least. I will certainly be recommending to my medical colleagues that the Grand Hotel is not so grand at all and that should they consider any such accommodation in future, they not support the likes of this organisation.

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TotalTraveller39736108 replied prior to 01-07-2010

On behalf of the Quality Hotel Mildura Grand management team I would like to take this opportunity to apologise for the disappointment caused to the above family for their stay not being a Grand one. However, I have taken the time to check our system to see if we were at full capacity on Tuesday night in the school holidays and we in fact were, with the only available room being the Presidential Suite. The Quality Hotel Mildura Grand is a very popular establishment and is quite often fully booked, especially during peak periods. We strongly suggest to guests that they book ahead to eliminate the chance of being unable to stay with us, especially during peak periods as they are normally our busiest. We at the Quality Hotel Mildura Grand pride ourselves on superior service at all times, and myself and the management team are extremely shocked and disappointed that a member of our staff should act in such a manner. I would like it to be noted that head management have been informed as to how the staff member had acted, and they are currently taking appropriate action to ensure it does not happen again. Again, we are deeply apologetic to the above family but believe the particular incident could have been easily avoided with a small phone call ahead of time to make a reservation. We trust that in future should the family wish to return to our establishment that they would be more than happy with their stay and it would certainly be a Grand one!