Quattro on Astor in Brisbane

I am writing to express my extreme disappointment with the service we received during our recent visit. We had booked and paid for our room online in advance. Upon arriving after hours, we followed the self-check-in process, filled out all required information, but received no further instructions.

When we contacted the front desk, we were told that our reservation was confirmed and were instructed to retrieve the key from a designated key box. However, due to an error by staff, the key was not there. The representative then asked us to wait 15 minutes someone will call us or come to help us, but no one shows up.

After calling again, a different staff member answered and assured us that security would be sent to let us into the room, though we were informed we wouldn’t receive a key until Monday due to weekend staffing issues. We waited 30 minutes—still no one arrived, and no one called us.

Over the course of more than two hours, we made multiple calls, each time speaking to a different person who had no knowledge of our situation. We had to repeatedly explain everything from the beginning. Despite assurances that someone would contact us or come to assist, no one ever did. Not once did any staff member apologize or take genuine responsibility for resolving the issue.

We were forced to book another hotel after more than two hours of failed resolution, at a rate significantly higher than the average price.

We had driven over nine hours from Sydney to enjoy the fireworks and begin our vacation, full of excitement and anticipation. Instead, we were left frustrated and utterly disappointed by the unprofessionalism and lack of care from your team.

The complete absence of accountability, follow-through, or empathy from your staff is unacceptable. I strongly advise others to reconsider staying at this hotel until significant improvements are made in customer service.

Don't do it! BEDBUGS everywhere!!
My friend trialed for 1 day to clean several rooms and even she saw them crawling in other apartments! When we confronted the owners they told us it was our fault because we are travellers?! They saw the evidence and just push problems aside. It's all about money for them no customer service at all. I hope this way I can warn people! There are better places on Astor Terrace or Brisbane for all that matters! (Pls find squashed bedbug on picture)

Great view not really close to the city. But lots of restriction in this hotel! Do not leave the garbage, do not use the aother room even the livingroom is available. Or they will charge for any reason that owner he want. Just don’t select this hotel, cause u got a better choice! And r reception man is racist for sure, u can see how he talk to taiwanese people....just make me feel now comfortable this time.