Critique of a Hotels Perceived Performance in the Context of Facilities Management - Case Study Example

CRITIQUE OF A HOTEL’S PERCEIVED PERFORMANCE IN THE CONTEXT OF FACILITIES MANAGEMENT By Name Course Instructor Institution City/State Date Table of Contents CRITIQUE OF A HOTEL’S PERCEIVED PERFORMANCE IN THE CONTEXT OF FACILITIES MANAGEMENT 1 1 Table of Contents 2 Introduction 3 Literature Review 4 Findings of customer reviews of the Toorak Lodge, City Stay, and Comfort Inn Wentworth Plaza Hotel 7 Implications of the findings 10 Conclusion 12 References 13 Appendix One 16 City Stay Apartment Hotel Reviews 19 Critique of a Hotel’s Perceived Performance in the Context of Facilities Management Introduction Business objectives as well as processes survive and operate for the reason that they are mainly offering a service that is meaningful and effective to their customer. Basically, for effective services, the expectations as well as perceptions of the customers have to be considered and met so as to offer a fruitful service delivery result (Tucker & Smith, 2008, p. 196). Equally, the customers reviews and perceptions to the facilities of the organisation is of great significance, given that it determines the operational as well as strategic organisational objectives, and as a result offer the added value required to realise customer satisfaction. For hotel business, customers are the most desired persons, and their inaccessibility will connote that the hotel does not have market for its services, no income, no survival due to lack of profit. For business to become successful these days, they must satisfy the needs of the customers in terms of facilities and services. Therefore in the facility management environment, assessment of customer requirements depicts the ability of the hotel to offer quality services, their service delivery effectiveness, as well as overall customer satisfaction. At every level of facilities management, Enoma (2005, p. 428) posits that combining activities as well as resources are exceedingly important for the success of the hotel. For this reason, the report analyses and discusses facility management in the context of customer reviews of Toorak Lodge, City Stay, and Comfort Inn Wentworth Plaza Hotel. Literature Review Facilities management as mentioned by Ferri and Pala (2009, p. 29) is an enormous and growing market, and is not just developing size, but also in complexity. Enoma (2005, p. 423) posits that in hotels, facilities managers are the ears as well as eyes of hotels these days. Therefore, facility management must exist during the refurbishment or construction phase, even though this role can be shared the contractors. In the last twenty years, facilities management has experienced tremendous growth, and in consequence, the business environment has also changed (Alonso, O'Shea, & Krajsic, 2013, p. 131). Enoma (2005, p. 423) argues that business operations privatisation, the notion of money value, business re-engineering, customer satisfaction, outsourcing as well as subcontracting of business main activities have all resulted in the development of facilities management. Even though, facility management input is needed at the stage of design, Enoma (2005, p. 423) mentions that facility management is more effective at operational stage. So, facility management is needed for managing the workplace, the people, and the organisation with the intention of achieving organisational goals. In this regard, efficient performance is the only thing expected from facility managers in the organisation. Citing Nutt (2000), Enoma (2005, p. 423) point outs that facility management was challenged to develop its own idiosyncratic knowledge base in order to promote best practice, reduce the gap between performance and its promise. The customer expectation on the facilities performance in the hotel industry has recently increased tremendously. According to Lai and Yik (2012, p. 141), hotel customers these days demand for a high level service level not just on normal services such as housekeeping as well as concierge, but also on the hard services performance such as maintenance of the building including furniture and fabric, air-conditioning, electrical appliance, as well as installations of fire protection. The abovementioned hard services have a high impact on consumer satisfaction, and this in consequence can impact the income of the hotels and the accessible maintenance resources (Lai & Yik, 2012, p. 141). Therefore, as mentioned by Alonso and Ogle (2008, p. 328), creating attractive environments by means of design may help in supporting hotel operations as they seek to offer a suitable environment that satisfy their customer needs. Besides that, the utilisation of aesthetic as well as functional elements like the building’s layout, style and architecture is important (Okoroh, Jones, & Ilozor, 2003, p. 24). Aside from providing comfort for the consumers, Alonso and Ogle (2008, p. 328) posit that building design may as well act as a means for promoting communication, teamwork, as well as creativity in the business. Brady and Cronin Jr. (2001, p. 39) point out that building design that offer ambient conditions is a vital feature that improve the hotel’s interior environment, and can consequently, improve the hotel’s corporate identity. Performance appraisal was in the past related to accounting as well as the organisation’s financial success, but as mentioned by Madritsch and Ebinger (2011, p. 5) this is not the case for facility management. Besides that, facility management in the past was examined in terms of on operational efficiency like maintenance as well as operational costs, but this has recently changed. According to Madritsch and Ebinger (2011, p. 5), the present facility management emphasis is no more on cost savings, but more on added value. Madritsch and Ebinger (2011, p. 5) further argue that, hotel management did not view facility management as a function for adding strategic value, but this changed when activities of facility management were related to the critical success factors. Basically, facility management are concerned with services that are intangible, and as mentioned by Mudie (2013, p. 80) physical evidence can facilitate to judge the quality as well as desirability of the service they have been offered. The hospitality industry according to Alonso, O'Shea, and Krajsic (2013, p. 131) is changing tremendously, and facility management has become more relevant in making hotels remain competitive. As stated by Tucker and Smith (2008, p. 212), there is need to stop viewing facility management as reactive maintenance, but consider it as a strategic supporting service because it adds real value to contemporary organisations. As indicated by Amaratunga, Baldry, and Haigh (2004, p. 14), customer relations signify a noteworthy area of disquiet for facilities managers as well as show the need to measure performance since it can sufficiently reflect significant factors oriented to the customers. The concerns of the customers in hotel industry can be categorised in the following categories: service, quality, time, and performance, and also it entails measures associated with requirements desired by the customers (Kaplan & Norton, 2005). Most customers complain about air conditioning in the hotel rooms, and according to Lai et al. (2009), operation of air conditioners depend on the capacity of its facilities, its age as well as period of operation, and maintenance. So as mentioned by Lai et al. (2009), comprehending the impact of the abovementioned factors may assist facility managers perform benchmarking exercises as well as prepare budgets for maintenance. Mover, poor recording of plant fault is an obstacle that must be solved prior to maintenance service value evaluation. Aside from that, introduction of green management as indicated in Lee, Hsu, Kimd, and Kim (2010, p. 902) study is crucial in improving customer satisfaction. When green management was introduced it focussed on adhering to regulations set by governments as well as for purposes of saving money through reduction of waste. Nevertheless, as stated by Lee, Hsu, Kimd, and Kim (2010, p. 902), it has since become a business idea for hotels under facility management given that many customers are presently demanding green hotels. Therefore akin to facility management, green management has turned out to be directly related to customer satisfaction, service quality, and increased demand, and also corporate image (Chang & Fong, 2010, p. 2837). Findings of customer reviews of the Toorak Lodge, City Stay, and Comfort Inn Wentworth Plaza Hotel At Toorak Lodge, the motel has a bar/lounge, a restaurant, Wi-Fi facilities, seasonal outdoor pool. But a number of reviewers have complained about the facilities such as small room with poor air conditioning facilities. For instance, one client in his review claimed that the room was exceedingly suffocating, and the bed and mattress are of poor quality, and so sleeping in the motel rooms was uncomfortable and stressing (Booking.com, 2014). However, scores of reviewers admit that they go to the hotel not because of the facilities, but because it is closer to the airport and very cheap. The reviewers complain more about the reception view was not attractive because it looked like a combination of a shop and a place for eating (see appendix one). The appalling view from the receptionist desk extends to the rooms, where some reviewers say it looks like a laundry facility, and very small in size. The room according to scores of reviewers is a ramshackle and very appalling, but they end up staying there because of its proximity to the airport and central business district. Besides that, most reviewers who have been to Toorak Lodge complain about poor beds, and cannot compare the hotel to other airport hotels with comfortable facilities. However, a number of reviewers agree that the hotel offers specious packing package and means of transport for its customers, and this as a result, offer greater handiness for travelling customers who desire to use the nearby airport (see Appendix one). For this reason, customers do not have to pay extra money for transportation purposes. What make people book a room at Toorak Lodge is its closeness to airport, its facilities such as swimming pool as well as suitable parking options. However, the hotel’s cheap furniture and low quality mattresses make more customers go for the nearby expensive hotels. Basically, customers do not just desire for services that meet their budget but also something that pleases their eyes. City Stay Apartment Hotel has a free parking, swimming pool and very close to the Perth Entertainment center. Although the hotel through its advertisements claim that all its apartments are air-conditioned and has free Wi-F, reviews by the customers indicate something very different. On the positive side, the reviewers admit that the hotel location and its free parking is very convenient, but the free packing is suitable only for small cars and the free Wi-Fi is very slow. Still, the hotel is cheap, spacious, relaxing beds, very satisfying laundry and kitchen facility, and also has a well-situated snack shop close to reception where customers can buy what they desire (TripAdvisor, 2014). But the negatives surpasses the positives since according to customers the hotel’s brick walls are less appealing, the rooms have limited lighting, and the ceiling have attracted a lot of dust that cannot be cleaned easily. Besides that, a number of reviewers complained that there was widespread mold in the bathroom, and the kids playing ground was exceedingly unappealing, especially for those whose room’ windows faced the playing ground. Parking space has also been highlighted as a problem, and the available space is just for small cars, so customers with big cars are forced to search an outside parking space or look for a hotel with adequate parking space (see Appendix one). Furthermore, the hotels lack adequate wireless access points in what appears to be improper positioning of the Wi-Fi facility, and so the Wi-Fi connection is not accessible in the entire hotel. The problem intensifies mainly during the times of high occupancy, and so customers, especially business persons have continuously complained about the Wi-Fi connection in the hotel. Comfort Inn Wentworth Plaza Hotel.is another hotel that has been rated poorly bearing in mind it provides traditional form of accommodation in the Perth’s central business district. According to its managers, the hotel provides an impressive architectural setting of the olden days. But this is perceived differently by the reviewers who lament of its small room that has ancient air conditioners, bathroom fan that is very noisy, and poor old furniture (Expedia, 2015). According to the reviewers, the sounds made by air conditioners are overheard in almost all rooms, and the bathroom is very ancient, but contains a decent water pressure. But the rooms were spacious and facilities and had ultramodern television, kitchen appliances, and fridge. For those booking more than two rooms have to share the washroom, and those lucky to have one are charged excess (see Appendix one). It is almost closer to the airport, and very close to the Museum, Swan Bells. Most reviewers complained that the hotel bathroom was very nauseating ancient and decaying with water damage. When compared to Toorak Lodge and City Stay Apartment Hotel, Comfort Inn Wentworth Plaza Hotel. is more expensive, but the facilities are more attractive. The hotel is not far from the bus stops, and there is there is a shopping mall across the street where the customers can do their shopping, there is also a Chinese restaurant and wine shop near the hotel, making the hotel more convenient for tourists. Still, the building is ancient, and the rooms even if spacious lack clean bathrooms and strong internet connection (Expedia, 2015). Implications of the findings As evidenced by the customers’ reviews, the standard of facility plays a crucial part in the hotels reputation. Most reviewers admit they only feel comfortable when in an environment that is well ordered and clean. Presently, hotels’ accommodation appears to be the biggest part of the business since most revenue is generated from it, and so, when rooms are not maintained property the hotels tends to lose customers, and also revenue (Singh, 2014). The hotels rooms are provided to the customers’ individual as bedroom units and a number of rooms are interconnected also to be convenient for customers who come with their families. But facilities of the hotel are what matters most, and these facilities range from laundry to kitchen facilities. For this reason, Hotel should strive to make environment more relaxing as well as provide specialised services such as coffee shop or bar to the customers. In the reviewed hotels, their revenue is mostly achieved from accommodations, and even though they have fair occupancy, the rooms’ cleanliness, hygiene factor, and aged facilities has made most of their customers to complain. Given that most time is spent in the rooms, cleanliness and presence of modernised facilities cannot just improve occupancy, but also customer loyalty and retention. In all the three hotels, wireless internet facilities have widely been condemned. These hotels seem not to understand that modern customers are hyper connected and are not prepared to be offline because of poor internet connection (Colina, 2014). Particularly, business guest/travelers need strong internet connection to make online calls or check their emails, while leisure gusts/travelers need Internet to connect with family and friends, tweet, and inform themselves about what is happening the world. Considering the significance of Wi-Fi to hotel customers, facility managers should make sure Internet is always available for its customers, failure to that they can lose them. Bearing in mind that poor Internet can result in customer dissatisfaction and in consequence affect reputation of the hotels through negative reviews from disappointed customers. Most customers complain of low speed internet, and so facility managers should understand that customers do not just use internet connections for light browsing, but also for streaming videos in YouTube to make calls through Skype, and also to watch live sports. So, Internet connection reliability is a major concern of the reviewers whereas light Internet is convenient for web browsing and emailing it is not appropriate for music and video streaming services that need a consistent and strong connection. Furthermore, scores of business travelers rely on cloud software such as Marketo and Salesforce which need a reliable internet connection; so, poor Wi-Fi connection at hotels can become disastrous for business travellers. Besides that, scores of reviewers complained about the state of air conditioners in the rooms. Travellers and guests consider air conditioners as a requirement, especially during the summer, because air conditioners make the heated air more tolerable. In essence, air conditioners are very important because they lower the indoor air temperature as well as reduce humidity, leading to drier and cooler indoor climate. Besides the added relaxation, air conditioners protect the users from heatstroke, which as mentioned by EnlightenMe.com (2014) is a dangerous condition, which takes place when the body stop releasing heat properly. The abovementioned benefits can only be achieved when the air conditioners are in good state and well maintained, but this was the opposite in the hotels whose air conditioners according to the reviewers was old and in poor state. If this is the case, then the hotels’ customers are at risk because poorly maintained air conditioners result in health concerns such as a built up bacteria, fungi as well as pollen in the system of the air conditioner. Such issues according to EnlightenMe.com (2014) can result in flu-like illnesses; throat, nose, and eye irritation; as well as trigger asthma attacks. Therefore, Proper maintenance of air conditioner may lessen the health risk concerns attributed air conditioning. The reason why a hotel such as Comfort Inn Wentworth Plaza Hotel and Toorak Lodge have managed to maintain reasonable occupancy is not because of their poor facilities, but because of their convenient location since they are close to the airport and Perth CBD. These days, hotels situated close to major airports get more visitors because of their reasonable prices, and good facilities. Therefore, facility managers for hotels situated close to the airports should take advantage of that proximity to improve their reputation by offering the customers enjoyable, flexible onsite facilities that make them feel more relaxed. Hotel like Toorak Lodge can enjoy high occupancy if it improves most of its facilities to satisfy the contemporary needs of business travellers and guests. Conclusion In conclusion, it has been argued that the hotel’s facilities’ performance has an intense impact on the customer satisfaction. In consequence, this impacts the hotels’ revenues and also the resources accessible for the facilities’ maintenance. In the reviewed hotels, a number of issues have been highlighted such as small rooms, poor bathroom facilities, and uncomfortable mattress, poor air conditioners, old fans, poor Wi-Fi connection, and lack of parking space. A number of strengths include proximity to the airport and central business district and improved relaxing facilities such as swimming pool. Undoubtedly, facilities management is crucially important for all hotels since it results in added value and improved customer satisfaction. When a hotel has facility management, it can function efficiently and effectively; thus, providing real added value enhancements to its core business. So, facilities management is very important and is these days considered as a strategic function because it results in business success and to help the organisation remain competitive. Scores of facility management organisations in the contemporary world have their mission concentrated on the requirements of the customers as well as how the performance of the organisation from the customers’ point of view. Therefore, satisfying customers has turned out to be the main priority for hotel facilities managers. Moreover, hotel facilities that are attractively constructed and well managed promotes the reputation as well as prestige of the organization both to the customers and the society in large. References Alonso, A. D., & Ogle, A. (2008). Exploring design among small hospitality and tourism operations. Journal of Retail & Leisure Property, 7(4), 325–337. Alonso, A. D., O'Shea, M., & Krajsic, V. (2013). Cost. Management. In A. Hassanien, & C. Dale, Facilities Management and Development for Tourism, Hospitality and Events (pp. 130-146). CABI. Amaratunga, D., Baldry, D., & Haigh, R. (2004). CUSTOMER RELATED FACILITIES MANAGEMENT PROCESS AND ITS MEASUREMENT: UNDERSTANDING THE NEEDS OF THE CUSTOMER. CIB W070 Facilities Management and Maintenance Symposium (pp. 13-20). Michigan, United States. : Michigan State University. Booking.com. (2014). Toorak Lodge. Retrieved from Booking.com : http://www.booking.com/hotel/au/toorak-lodge.html?sid=6f8c0b7c118d87d1ddb5425f87e52d43;dcid=1;origin=disamb;srhash=4273905126;srpos=1#blockdisplay4 Brady, M. K., & Cronin Jr., J. J. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. The Journal of Marketing, 65(3), 34-49. Chang, N.-J., & Fong, C.-M. (2010). Green product quality, green corporate image, green customer satisfaction, and green customer loyalty. African Journal of Business Management, 4(13), 2836-2844. Colina, F. (2014, January 31). Why Wi-Fi is Keeping Hotels from Receiving 5 Star Reviews. Retrieved from Revinate: https://www.revinate.com/blog/2014/01/why-wi-fi-is-keeping-hotels-from-receiving-5-star-reviews/ EnlightenMe.com. (2014). Air Conditioning Health Concerns. Retrieved from EnlightenMe.com: http://enlightenme.com/air-conditioning-health/ Enoma, A. (2005). THE ROLE OF FACILITIES MANAGEMENT AT THE DESIGN STAGE. 21st Annual ARCOM Conference. 1, pp. 421-430. London: Association of Researchers in Construction Management. Expedia. (2015). City Stay Apartment Hotel Reviews. Retrieved from Expedia, Inc. : http://www.expedia.com/Perth-Hotels-City-Stay-Apartment-Hotel.h84238-p21.Hotel-Reviews Ferri, A., & Pala, F. (2009). THE FACILITY MANAGEMENT MARKET IN EUROPE AND ITALY. In A. Ferri, & F. Pala, OPEN FACILITY MANAGEMENT - A successful implementation in a public administration (pp. 29-62). Milan: International Facility Management Association. Kaplan, R. S., & Norton, D. P. (2005, July). The Balanced Scorecard: Measures That Drive Performance. Retrieved from Harvard Business Review: https://hbr.org/2005/07/the-balanced-scorecard-measures-that-drive-performance Lai, J. H., & Yik, F. W. (2012). A probe into the facilities maintenance data of a hotel. Building Services Engineering Research and Technology, 33(2), 141–157. Lai, J. H., Yik, F. W., & Chan, n. A. (2009). Maintenance cost of chiller plants in Hong Kong. Building Services Engineering Research and Technology, 30(1), 65–78. Lee, J.-S., Hsu, L.-T. (., Kimd, H. H., & Kim, Y. (2010). Understanding how consumers view green hotels: how a hotel’s green image can influence behavioural intentions. Journal of Sustainable Tourism, 18(7), 901–914. Madritsch, T., & Ebinger, M. (2011). Performance Measurement in Facility Management. Research Journal of Economics, Business and ICT, 4-10. Mudie, P. (2013). Physical Evidence. In A. Hassanien, & C. Dale, Facilities Management and Development for Tourism, Hospitality and Events (pp. 79-97). CABI. Okoroh, M. I., Jones, C. M., & Ilozor, a. B. (2003). Adding Value to Constructed Facilities: Facilities Management Hospitality Case Study. JOURNAL OF PERFORMANCE OF CONSTRUCTED FACILITIES, 17(1), 24-33. Singh, M. (2014, 2014 10). Importance of Housekeeping. Retrieved from LearnHub: http://hotel-industry.learnhub.com/lesson/7885-importance-of-housekeeping TripAdvisor. (2014). City Stay Apartment Hotel. Retrieved from TripAdvisor: http://www.tripadvisor.com.au/Hotel_Review-g255103-d257973-Reviews-City_Stay_Apartment_Hotel-Perth_Greater_Perth_Western_Australia.html Tucker, M., & Smith, A. (2008). User perceptions in workplace productivity and strategic FM delivery. Facilities, 26(5/6), 196-212. Appendix One Toorak Lodge Positive Reviews Negative Reviews I booked this hotel because it was near to the airport and "reasonably" priced. This vist bed was too low to floor mattrest too old bathroom fittings where old and looked bad Location was convenient to airport as I had to fly out early in the morning next day. When shower was in use the noise was very loud... There was no clothes iron nor was there laundry facilities available and I do think for the price I was charged for the room there should have been as I know these are usually provided at other motels. The room really needs larger cupboard for the tea, coffee etc to be place on instead of the small unit that there was. No happy!!! Rooms a good size.staff friendly and helpful Bed was broken and uncomfortable because it was broken Room available when I arrived earlier than expected. Clean. Quiet. Near Burrswood Station. On bus route into Perth. Staff ordered taxi to get me to Int. Airport Problem getting internet to work possibly because room at rear. Receptionist tried but I gave up. Mob calls sometimes difficult to get signal may be position of room and tall building next door. View from room limited but I only was stay for one night. Basic accommodation, very clean. tv available with limited programs. brewing stuff available. parking is a bit bad if you go out anywhere during the day and return after 5pm then you end up on the top garden for parking. wifi is available at $20 per day which i thought expensive so didn't get it, certainly as we had bad mobile... This filthy hell hole should be shut down by the Health Dept. I stayed there over night because of its location,and closeness to the Airport. y wife and I needed a place to stay for 1 night before flying out to Sydney. The motel was cheap by Perth standards, about $120Aud discount price. It is approx 10 min from the airport in light traffic. The room was very basic but clean and comfortable. Tea and coffee making facilities are provided but strangely no milk.There is a swimming pool and restuarnt on site but we did not use either. In a nutshell this motel served our purpose and we would stay again for a similar reason and only ever for 1 night but we would not stay for a longer period even at the price. After a long, tiring flight, we arrived and I instantly got bad feeling about it. The reception was a counter in a room which was half shop and half eating area (I think), and the immediate sense of filth was awful. When we went to the room, it was on the middle floor right at the back of the complex and overlooking the laundry facility. I could have cried. It was so delapidated and grotty I would have walked away had I not prepaid, but we were both so tired we had no choice. The rooms were clean, the service was friendly and professional, and the facilities were fine. You had to pay for internet access by the hour, but the room was cheap, so that is fair enough Worst place I ever stayed!! The room was real bad. The check in service was terrible and be sure not to eat there as the steak they served me was a joke for $31 you would get a better steak for 5 bucks somewhere else. City Stay Apartment Hotel Reviews Positive Reviews Negative Reviews Friendly and efficient staff. Good facilities Room was due for a refurbish First time staying at City stay, good experience as the room are decent w all the necessary amenities The ceiling fan n Aircon are a bit old n are pretty noise when turned on, maybe the hotel got to work on tat Great location for Perth arena. Wifi didn't work in room. Good location, car park was great , staff we're friendly , lift was new , reasonable price. Nice stay.. I think it may be hot in rooms in summer with no aircon The small TVs, kitchen floors need to be changed or cleaned parking was terrible. Much too small spaces. Friendly staff, clean room and great location to the Perth Arena, shops and restaurants the parking wasn't all that great, especially for a 4WD. I found the pillows in the room where too high. I like a apartment concept and facilities provided Tight parking spaces. Kitchen tools and utensils were complete. Washing machine and even dryer were also provided. So travelers need not bring too many clothes and shop more. Laundry detergent can be bought at 50 cents per tub. Internet. WIFI not strong signal and its quite difficult to join everytime need to log in.. Please take note. you got a new elevator. Good parking Wifi keep disconnected. Water temperature is difficult to control. It was a good place as was very close to the city center and arena. The staff we're always friendly An older hotel/apartment building so everything a bit tired and dated other than the new lift they have just installed. Rooms roomy and all apartment amenities in the kitchen area. Free under cover parking. A small mini mart in the reception area. Reception staff very friendly. Located very close to Perth Arena so would be an excellent place to stay... Comfort Inn Wentworth Plaza Hotel. Positive Reviews Negative Reviews he location in the centre of Perth has great shopping during the day and great nightlife options at night My room was old but clean. I'm told the hotel is partially renovated and I got a room which hasn't been renovated. It may possibly have been the last room available in Perth that night though so I was grateful for anything! You're obviously paying for the location which was perfect with the Murray Street Mall literally at your doorstep. It was great for location as we wanted to be close to the Perth Arena Unfortunately the hotel doesnt have a parking area pleasant room and tea-making facilities.........appreciated after a long haul journey. Thank you! Breakfast in La Boheme and short walk to train.c Bathrooms are across or down the hall, but that was a minor inconvenience for us. Free wifi, nice staff. good location in city. Bus stop just in front of hotel for cat service which is free. nice clean place. would be great if they add offer with free breakfast. my double bed room was away from street hence its quiet and nice. e hotel is old and in need of an update. The windows were very old and ours did not close properly therefor it was VERY noisy. It was also a Friday night and with two VERY busy pubs next door, it is not a good place to stay if you want rest, especially with a young family. The bathroom was old and the shower curtain terrible, causing a flood in the bathroom and becoming dangerous on the tiles. There was also a step in to the bathroom which was also dangerous. The wi-fi is a joke that you have to pay for it when you can pick up free wi-fi from the city. The location on the heart of the city Very close to Perth Underground that might take you everywhere I asked for a quite room, and I got it. Unfortunatelly, the Ventilation of another building was outside and it was very noisy, but at 11 pm it stop until 7 am, so still I could sleep without a Problem. Closeness to train station This is a noisy old dump . Which no amount of ideal location can compensate for. To make it worse It's 2 am and the doof doof music is still going downstairs . The rooms get the full brunt of sound from the in house bar club with no sound proofing to mention . Not suited to any business traveller... Stayed here for a night this past weekend. It is comparable to a college dorm, a YMCA or youth hostel. Miserable continental breakfast is $10! Rooms are old, small and smelly. There are no bathrooms in the rooms. Just shared ones on each floor. Gross. Front desk staff were terse and obviously hate their jobs. Who wouldn't working in this dump? Close to city mall Great food Shared toilets and bathroom. Stayed only 1 night but the location is about the best you can get. Murray Street mall is just at your doorstep and so is every other restaurant. It is so easy to get to anywhere in CBD. The rooms are not large but cosy and clean. Basic necessities are provided for such as tea and coffee making, iron, hairdryer. Shower is a bit small and a larger person may have a little bit of a problem. I took a single room so the bed was just a single bed - enough for one. The hotel is old , fully carpeted and had to wind through corridors to get to my room. The hotel is definitely value for money. The staff at the reception were extremely helpful and friendly. The lift was under renovation during my stay, so my suitcase was carried up by one of the staff there. I can't believe this room is charged out at $175 per night to stay in this room with only a queen size bed and no split system aircon. The only thing going for it is the massive 50" flat screen tv. It's like this hotel hasn't had a refurbishment since 1980... Definitely never going to return here. Read More