Travel Review: Trip to New Zealand & Australia, Melbourne, Port Douglas, Snorkeling

Melbourne was a disappointment.  The apartments were no where near the category of room and helpfulness that all the other accommodations had.  The furniture was old and needed repair and the staff was not well informed, or helpful.  For example, we asked for a breakfast recommendation and the reply was, "I don't know, I don't eat breakfast out."  We also missed our trip to Phillips Island and I blame the staff and the wording on the paperwork for that.  The paper did say to meet at the Crown Promenade, but when we asked what that was, they said they'd never heard of it.  The paper also said under the picture that the bus would pick us up at our hotel, so we waited there as we had done on all other excursions and got left.  When we went in to call, the number to the Australia office that our agent had given us didn't answer.  That was most disappointing as that trip was the only reason to go to Melbourne.

TRAVEL COMPANY COMMENTS: 

Thank you for taking the time to post your review and we are delighted you enjoyed your time in Australia and your booking experience with your agent.

We were very disappointed that the Melbourne apartments did not meet your expectations and lodged a serious complaint with the property regarding the service you received from the reception staff. The property manager has passed on apologies and advised they will work harder to ensure the staff training is improved to be able to advise clients of local recommendations & directions, we consider this a minimum requirement of any property we reserve on our clients' behalf. The pick up point for your tour to Phillip Island was just a few minutes walk from the Melbourne apartments and was clearly noted on the voucher, however we acknowledge the confusion & lack of assistance locally and have processed a refund in full for the missed tour. We sincerely apologize for your Melbourne experience not being at the same standard and as seamless as the rest of your trip.