Quest Cheltnham you have done yourself proud. This hotel is stunning. The beds are very comfortable and the furnishing in the rooms is a delight. The huge TV's are a wonderful touch. The close proximity to the train station, shops and cafe's makes it very accessible. I will be back during mid 2012 and look forward to yet another enjoyable staff. Thanks to all the staff at Quest Cheltnham you made our stay very relaxing.

Visited this hotel on a business trip and found the staff extreamly helpful and friendly. Rooms were very clean and well maintained. Close to all shops and public transport which was great for my business. Thanks again to the very helpful and friendly staff from the cleaners to managment. See you again soon.

Here is a brief overview of my experience at this hotel. I had booked this hotel on wotif.com.

No smiles on the faces of 2 staff at reception when I checked in (one, I later found out, was the manager).
I checked into a studio room which was dirty - stains on an unmopped floor and a coffee mug stain on the benchtop. I asked to swap rooms which I was allowed.
2nd studio room had stains on an unmopped floor and was very dark compared to the first room. I called reception to swap back to the first room. The manager (named Marina) said 'no'.
When I asked why, she gave me a ridiculous reason stating it was her 'duty of care' to not put me in a unclean room - note that the room was otherwise clean. I stated I would put up with the mild dirt for a nicer room. Marina rudely denied me that room or any other room stating they were fully boooked (which I found out later wasn't true).
Marina was so rude to me (Marina at one point asked me who I thought I was asking for another for room) that I left the hotel 10 minutes after I checked in. I handed the key card to the other receptionist while Marina sat snickering at me beside her.
I received a call from Marina 10 minutes after I checked out (and after I had booked another hotel on wotif.com) asking me to return to Quest for an upgrade and begging for me to give her a chance. I informed her she had plenty of chance when I was there (why didn't she do it then - note she mentioned they were fully booked previously) and that I had booked another hotel. She called me another 9 times!!! Those calls I did not answer.

The following week, I lodged a complaint with Quest head office. I received a call back from the hotel owner (Nicky) 1 week later after I called the head office a second time. Nicky informed me she had spoken to Marina and understood my position as she had had another customer have a similar experience. I asked for a full refund which Nicky informed me she could not give as "wotif.com had not paid her"? This did not make sense to me. She informed me to call wotif to obtain a refund from them. So, I called wotif and they said they had to speak to Nicky prior to offering me a refund. After not hearing from wotif for 2 days, I called them back. They informed me that Nicky had asked them not to give me a refund as I had been offered a room upgrade!

I called Nicky back who did not answer my calls. So I called the Quest head office again to explain what had happened. Another week later, I got a call from Nicky who started accusing me of starting a smear campaign (because I mentioned to Nicky in our previous conversation that I had mentioned my bad experience at the 2nd hotel I stayed at and that hotel said they had heard about bad experiences from other customers staying at that Quest hotel). She further threatened me with lawyer action then stated that I had used vulgarities against Marina - not true. I guess she was trying to find a way to get out of refunding me the monies.

Eventually (after 15 minutes on the phone with Nicky accusing me of things I hadn't done) Nicky said she would give me a refund for 1 night! I paid for 2 nights and did not stay more than 10 minutes because of the despicable service I received from her manager.

All in all, if there was only one hotel room left in the whole of Melbourne, I would rather sleep on a plank of wood over a drain outside this hotel. I would advise no one to stay here!

P/S: For Nicky, sharing information about my experience at a hotel is called a 'review', not a 'smear campaign'.

This is a fantastic place to stay if visting Melbourne. The staff are very friendly and provide great customer service. The facilities were exceptionally clean. The rooms had great big TV's and comfy beds. Shopping centre, restaurants and publice transport walking distance. THis place has everything at affordable price! Thanks Quest Cheltenham! I will be back!