Quality Hotel Melbourne Airport

Guest reported inflexible policy enforcement regarding date changes for a non-refundable booking, which did not directly impact physical safety but significantly affected trust and future patronage. The establishment's lack of accommodation for a schedule change three weeks in advance was noted as a primary service failure.

Guest reported that the main door lock was inoperative, requiring the use of a secondary catch chain for security. Additionally, the room exhibited significant cleanliness issues, including stained carpet and dirty bedding.