Adele Apartment Hotel East Melbourne

The double bed was a little uncomfortable

The shower was very dirty, poor lighting in the bathroom, unorganised early check in, expensive parking where half the spot was take up by linen bags making it hard to get stuff and my kids in and out of the car, difficult to find the location due to poor signage and poor wording of directions

Let me start with very difficult and exxhausting access to reach to reception. No reception staff was around, first called them and had to wait 4 minutes on hole till they answer then they sent me the cleaner after more 5 minutes. They asked me for pre-check upload of my driver licence which was the first time any accomodation facility asking for something like this. Then I had multiple access keys that look the same and I was really confused to use them as they have the same colour. Car parking was partially filled with bags. The parking on going out and getting in needs to park outside and then drop or take the key which was another difficulty. I called staff at the reception when I missed the way from parking lot to the apartment then they were not of any help and when the line was interrruted inside the building they called me once when I could not answer the phone because carrying too many stuff, they never tried to call again to check on me, even knowing that I am frustrated when I firstly contacted them. I found a cockroach inside the apartment, found the fridge not connected to electricity and had to move it from its built in spot to turn it on. I had 2 videos that I could not attach as booking only accepts images and not videos, however I am keeping them if needed by booking webiste, these 2 videos about the cockroach that was found and the unpluged fridge

Beds were uncomfortable pillows were uncomfortable, units below were partying till 3am with yelling and screaming all night, decided to leave at 4am due to all of this

Didn’t have directions to the pool or gym. Wasn’t able to use those facilities.

Nil

N/A

Like many others have said, the information about picking up keys, and fobs, and getting codes on your phone etc WAS confusing.
Once you've done it, you know and understand it, but I was so stressed out by the reviews that I just wanted to get it right so I didn't have those issues others had.
Despite months of my e mails back and forward with the helpful Gizella, we still had issues.
As Gizella, and Hanna and Vicky said (yes, I called and e mailed often-I 'met' a lot of staff!) the information needed to be read clearly and understood.
I suggest they consider the large volume of questions and concerns about their check in protocols. They really can be simplified.
I'm a middle-aged, well educated, native English speaker, with 2 daughters in their 20's, we ALL had some issues with the instructions. I can only imagine what it would be like for a non-native speaker, someone jet-lagged on arrival, or an elderly person; it would be near impossible.
Additionally, as others have mentioned, the photographs of the rooms are different to what you get. I asked so many times if I could have the best of what they had. I wanted to pay for the best room. I booked months in advance. I specified that it was for a special occasion over and over. I booked for a week. I wonder what percentage of the Adele Apartment guests stay for that long?
Considering the above, and that we were a family of 4, I was therefore really disappointed to be put in a room with one 2 seater sofa only, and, for a one week stay, for FOUR people! Adding to that, it was a sofa bed,and therefore quite uncomfortable. The cushions slipped out from under us every 15 minutes, you could feel the springs, it was slippery, AND only 2 of us could ever sit down on it! How can this be? Especially after I'd asked SO MANY times, for the best they had. I cannot believe THIS was that.
If there had been staff on site.

Didn't get check-in SMS until 2:45pm, and was a bit confusing which elevator to use from carpark (there are 2 and no signage on either). No check-out details other than by 10am.