Jingjing
My colleague had a very disappointing experience at Kooii Apartments.
She checked in at around 7:30pm and was told by reception that no staff would be available after 8pm. When she entered the apartment, she found that one of the bedrooms was locked. She also discovered that the balcony sliding door was broken and could not be locked properly. As she was travelling alone, she felt unsafe and uncomfortable. Unfortunately, by then it was after 8pm and there was nobody available to help.
She contacted me and asked if she could move to another hotel. I arranged for a male colleague to swap apartments with her. However, when he arrived at Kooii, he also felt uncomfortable with the apartment. It was small, cramped, and he was concerned about the locked bedroom. He tried calling the contact number provided but nobody answered.
As neither colleague felt comfortable staying there, I immediately booked alternative accommodation at SkyTower Brisbane.
The next morning, my colleague returned the key and raised a complaint with reception. He was told that because we had booked a 1-bedroom apartment, the second bedroom was locked even though a 2-bedroom apartment had been provided. We were also informed that no refund would be given.
We found this response unhelpful and unprofessional. If a 1-BR apartment was unavailable, that should not become the guest's problem. The lack of after-hours support, security concerns, and refusal to address our complaint resulted in a very poor experience.
She checked in at around 7:30pm and was told by reception that no staff would be available after 8pm. When she entered the apartment, she found that one of the bedrooms was locked. She also discovered that the balcony sliding door was broken and could not be locked properly. As she was travelling alone, she felt unsafe and uncomfortable. Unfortunately, by then it was after 8pm and there was nobody available to help.
She contacted me and asked if she could move to another hotel. I arranged for a male colleague to swap apartments with her. However, when he arrived at Kooii, he also felt uncomfortable with the apartment. It was small, cramped, and he was concerned about the locked bedroom. He tried calling the contact number provided but nobody answered.
As neither colleague felt comfortable staying there, I immediately booked alternative accommodation at SkyTower Brisbane.
The next morning, my colleague returned the key and raised a complaint with reception. He was told that because we had booked a 1-bedroom apartment, the second bedroom was locked even though a 2-bedroom apartment had been provided. We were also informed that no refund would be given.
We found this response unhelpful and unprofessional. If a 1-BR apartment was unavailable, that should not become the guest's problem. The lack of after-hours support, security concerns, and refusal to address our complaint resulted in a very poor experience.
