After hours check in process and reception hours are nowhere near realistic. Not enough hand soap, shower gel or toilet paper. Shower also goes cold very quickly. Very basic accomodation and no value for money.

Incredibly useless, the disable parking bay couldn’t be any further away! It should be right outside the rear entry door. The other disabled bay (also out of the way) had a physically able, young asian couple parked in it watching me, as I struggled to get my bike out of my Ute.

Booked accomodation and then was told I could not cancel for refund, less than 24 hours after they sent a list of additional regulations/fees (height restriction on parking, $150 for kids making noise, no alcohol on balcony, clean room yourself, and take your own rubbish out.) on top of the security deposit. Property refused refund even though the additional information meant that the room was no longer suitable for our family. This information was not available at time of booking. Cleaning requirements and Height restrictions on parking should be disclosed prior to payment. This accomodation provider is deceitful and has obtained my money illegally for a service not as described. In response to comments below, as everyone can see the management of this property are rude and have poor communication skills. At no point at the time of booking did it say indoor or undercover parking. It just says the booking includes parking. I called and spoke to the property where I was told I would be charged if my child screamed. Also I still went to Perth to view a car, not that, that is any of your business.

The place is not bad, reception staff that we dealt with was nice, we needed more parking (only 1 bay is provided) but we couldn't get it inside the building, we had to find parking outside. The issue is with the bond, not only it's too high, it takes too long to be released and then when calling to get help with that, as the bank requested for the hotel to call them to release the funds, the guy who didn't even want to give his name was very very rude, talking over my husband, who of course was upset that the guy didn't let him talk, even telling him he didn't know what he was talking about when he was just trying to explain what the bank told him and then hung up on him when my husband told him to calm down and let him talk (as he was talking over my husband and then telling him off because he wanted to talk over him). In the end my husband called back as we really need help with the bond and tried to stay as calm as possible and we have been getting help, but it hasn't been a pleasant time trying to get this sorted.

Avoid this place. Run by a manager (who I won't name) who treats customers and any interaction with them as a chore. Has either never heard of the word hospitality or knows is deliberately rude. Save your money and stay elsewhere. Am clearly not the first person to experience this, and only confirmed when the responses to feedback are to criticise the guests instead of taking ownership of the issues. Again, if you don't want to/can't work in 'hospitality', don't.

Extremely disappointed with this hotel. Very unhelpful stuff. Unwilling to apply any common sense for a paying customer which caused significant inconvenience and completely disrupted our day. I would not recommend this hotel

STOP THREATENING CUSTOMERS!!! I spoke to Rashan over the phone today a few minutes after the call I got this bullying threat from the hotel to my shock and horror. No one bothered to call me to hear how the conversation had gone in my perspective!!! This is how people run businesses around here!!! "HiCyndy, Please note we do not tolerate rudeness and abuse to our staff, Should you choose to berate or insult our staff again you will be permanently black listed from returning to the property." Since no one cared to ask me what was said at the end of the conversation, I will put it here. I will start with the end and come back to how all this started. The last words said to Hasan in a calm voice were " oh my gosh, you are not helpful at all. Do that then." (meaning do what he was saying as opposed to the assurance provided at check-in. It was quite clear he is trained not to listen and not to help. It was a waste having a conversation with someone who does not try at all and goes straight to defensive mode). There were no swear words used, no name calling. nothing. Just stating the FACT that Hasan was unhelful and my frustration dealing with someone like that. Now how this started. I was waiting in line to ask if their exorbitant deposit - $250 can be paid in cash. While waiting in line I heard the person in front of me asking the exact same question I would have asked next i.e when the money would be released and the response was 3-7 days!!!! Initially the lady at reception said no we stopped taking cash then she asked me to wait and took my id and went to ask someone in the back if it will be ok... She took my id to the back then came and straight up said no... very strange... what that said to me is that there are people who are allowed to do a cash deposit... very discriminatory!!!! I let that go... The lady at reception was lovely by the way and she apologised for it. She had her hands tied, the person in the back was calling the shots. She then said when I checkout I can come to reception and she(they) would send someone up straight away and if all good release the money and it should be in my account same day. These were her words. To me this sounded like a great resolution. She even said she would put a note on my room number. Fab.Only issue was that reception opens at 8 or some ridiculous hour and I had to leave for work early. So this is where the call with Hasan was initiated. Just to have a conversation to say I had left the keys where they are supposed to be left and if the deposit had been released and Hasan sounded like he was reading from a script, was arrogant and would not relent. He said if I had gone to reception that could have been done, same thing could not be done because I was on the phone... Just inflexible, unhelpful and threatening customers instead of trying to solve the problem. Please put me on that blacklist as I will never return!!!! Ps... wait for the response on here which will show you how much they don't care for the customer experience except for the one lovely lady who actually did in fact try to help when I checked in. ###Classic response!!!! Avoid this place at all costs is you can...Trashy!!!

Stayed in 2018. Such bad service. Had to pay a bond that took ages to get back. They made us clean the bins and threatened we wouldn't get our bond back if we didn't. The room was tidy (we were only there one night). I will never stay at that place again.

I would avoid the place at all costs. Not because of the premises because they are good quality rooms but because of the unprofessional rude manager behind the counter. For checking in after 4pm I was told it would cost $75 and if I wasn't able to check in at the reception the next day because I was at a course I was told my key card would be cancelled and would cost $150. When questioned the pice change I was told a smart remark 'that was yesterday's price and today it was this price'. Upon checking out I said I might slightly be checking out after 10am ( I checked out at 10:02am) and he told me they would charge me another hour. I stayed her for 3 nights and when I complained respectfully about the poor customer service I was told 'you are not a customer, you are an ASSH*OLE among other names he called me! I have a voice record of the whole conversation which I'm happy to share. I spoke to other customers there and they also said when they complained about there TV not working this rude man also was very angry and rude towards them. Also reading other reviews this is how he generally treats other PAYING CUSTOMERS! Good apartments, terrible unprofessional, unhelpful staff member who should not be in customer service. He clearly needs to find a new profession where he doesn't have to deal with CUSTOMERS. I actually feel sorry for him.

Reception was very unhelpful and not knowledgeable. No communication about facilities that were not available such as parking, checking in and out, the pool which was out of service (the main reason why we chose the apartments).the rooms were tired and run down. I will never stay again and urge others to find somewhere else. Regarding your reply I did not at any stage abuse staff or even seek a refund. I am not surprised that you have me confused with another guest as I spoke to several whom offered the same complaint as I had, no information about the pool and no communication and not helpful staff. I suggest you get your facts correct before accusing me of something I did not do. I suggest also that you check and make sure said booking websites have the correct information as I can 100% guarantee ours did not. Thanks for proving with your reply just how rude the staff were.

Room was sized well, free parking but you need to get in early to secure a spot, lounge was comfortable and appeared to be new. Beds are extremely hard and uncomfortable, pillows are flat and uncomfortable, hot water doesn’t last enough for more then 2 showers in a row but does reheat within the hour, no shampoo, conditioner or soap in their refillable containers, could do with an additional toilet paper when you have a family and staying longer then 5 days, main access states hours however when tried were unable to get through even though it was well within the hours stated. There are additional reasons as to why I gave it one star, however after reviewing management’s correspondence with below reviews and there lack of responsibility as well as blaming customers there is not point in me raising further concerns as they will be met with abrupt blame passing and justification to my experience. Needless to say I wouldn’t recommend however if your in a tight jam it is what it is.

Booked Starwest Alderney on Hay via Flybuys due to location and affordability. Our one night stay was actually ok and rooms ok for price as well. Our strife is what unfolded after, we were charged $250 bond for ripping off the bottom of the couch!!!! Who in their right mind does this? The Couch was like this when we arrived and was something I actually noticed, as it was hanging from the bottom. Unfortunately its our word against theirs. They also say we damaged the mattress, yes our child did have an accident in the night and we removed the covers in the morning to check on the staining. Happy to pay for cleaning but no way that will cost $250 dollars. How is the cleaning fee worth more than the room? Super disappointed as I had thought the place was actually ok. If you stay here make sure you take a video of every single thing including the bottom of your beds and chairs, you don't know what they will come at you with.

Just checked in and the entire room smells of urine. Can't check in until 2pm. Reception closes before 2pm. They have left me with their internal paperwork to fill out for them with instructions to write my credit card details down so they can do the deposit. Deeply regret this choice and would immediately go to reception and get my money back. But somehow, after reading these reviews and reading in between the lines, any such refund would be totally refused so now I'm stuck staying in this garbage place. Edit: WiFi code doesn't work (and trust me, it's not a typo on my part) And air-conditioning in bedroom is faulty. Watch the owner reeeeeeeeee at this review with comments like "WeLL i DiDn'T SEE YoU SUBmIt Any MAInTenAnCe rEQUeSt!!!!!!" Like why the hell would I unless you commit to having the air con fully operational when I get back from the office? No, drop the "we could move you to a room that doesn't smell like urine and has functional air conditioning" reply you are typing - when I booked it was all bells and whistles this was the last room available. Trust me people that read reviews, don't stay here.

When I stayed here I found a spoon with one side burnt and a white powdery substance in the back of the closet. Clearly the apartment I stayed in wasn’t cleaned properly and not sure how long it was up there. Mortified.

The location is ideal as it is situated near the city area and few parks. The receptionist and staff are friendly and the shop at the ground floor is very handy. The room cleaning service was not available throughout our stay for 6 days, maybe because it was a short stay. When we left the apartment, there was a charged of AUD60. We were told that the room was left in a mess and that the house keeper had to work extra hours to clean up. Before we left the apartment, we even vacuumed the carpet and washed the plates and utensils. This is the first time I have ever been charged for staying in a hotel/apartment for that reason.

poor management, I booked a wrong date, before reception was closed I got an email mentioned that if I checked in after business hours, so I didn’t recognise that was a wrong date. When I arrived at Appointment itwas 4:05, I send my private information to their email address to checked in, I sent 4 emails between 16:05-18:00. No one replied me. I msg their after office hours phone number 2 times, mentioned I am poor hearing person can’t hear over the phone. But that’s all of them no one replied me. I was really depressed sitting on the lobby alone. A girl who worked near the apartment she helped me called them , they said followed the email instructions, but I didn’t get any response from email. The girl after about 15 minutes came to asked me what the situation. I said still no one answered me. Until my bf came, then called them, a man showed up asked my booking number, yeah, I booked the wrong date. Because Feb and March days were same. I clearly knew I made a mistake. But why no one asked my booking number told I am wrong about the booking. I booked a hostel in Coral Bay, a staff email me I double booked a room in the same day, asked me confirmed that or mistake. I wondered a backpacker serves better than 4 stars apartment. Just checked my booking numbers, if they worried about me I were scammer nothing of them. I had worked in hospitality job for ten years, I can say they were very poor management and customer service. They wanted to earning money,but didn’t want responsibility,customers have to throw their rubbish, funny ! Almost 2 pages of restrictions. Please read it carefully. I have been over 30 hotels , backpackers, motels or appointments. That was the first time worse experience. II can imagine if a international traveller, first time been WA and happened that what was hopeless in WA, what is WA makes bad impressed them. Tbh, their prices and location, many of choices, not need stayed their let them ruined my day.

Worst service ever! I called to enquire about parking for guests. Firstly, Ashanti who I reluctantly call the customer service officer - told me there was NO parking. When I mentioned Expedia advertise parking he said it was for guests only. When I reminded him I was asking for a guest he asked if I was staying at the apartments. I advised him my sister was staying and that she would be borrowing my car... he said no at first then said she would have to register the car. When I asked him why he was being so defensive he said he wasn't and hung up the phone. Ashanti, you need to find a job you love - cause clearly your in the wrong industry!

Very poor customer service. We had been travelling for 10 days and stopped one night in Perth and because it was a Sunday they charged us extra fees. They just kept saying it was on the website even though we booked via a third party if we new about it we would of booked somewhere else. I will never go there again. If I could give it 0 stars I would. Everyone watch out for there hidden fees.

Apartment was nice and clean and well equipped, customer service was a bit on the less professional side being only available at certain random hours of the day and no bell to get attention from reception as they always seemed to be out back and seemed to forget I was there half way through checking me in and taking my ID out back to scan Receptionist gave me no real options and made me feel bad when I had a little hiccup with the bond payment which is a fairly high amount which they take out rather than hold

The customer service is absolutely disgusting ESHAN, not sure on the spelling or position but honestly he shouldn't be working anywhere near customers. Flights got delayed so I called the appartments for a late checkin as the reception closes at 5pm. He sent me documents to sign and authorise the excessive $250 bond charge ( way more than what the apartment costs) The system wouldn't allow me to sign. I tried to sort this out with him and he just lost his mind, yelling and being rude. He didn't want to let me stay there but also wouldn't give a refund. I called my Booking agent, he was also very rude to her also. I have stayed here before besides the obvious of the sheets not being changed from the last quest the stay was OK. It's a pity this person works here, the place has potential

Very poor inept customer service. Not much car parking we had 2 cars and it was a nightmare to sort out with the reception just to approve a second parking spot. Rooms clean but very very basic.

We Stay here regularly when we go to Perth. It's great for family's and very affordable accommodation. Kids love the pool. I have stayed many times and will continue to do so. Thanks again Alderney on Hay.

Absolutely disgusting place and absolute embarrassment. For this company. Tried overcharging us for extra room. When that was not agreed and shame on him because they did not get an extra penny out of us. Capital letters

We have just arrived an hour ago from Sydney. The Apartment Smells Very bad 🤔 Like toilet Sewerage (unbearable )😭 It stinks The SMELL is unbearable 😫 The most unfair thing is that we have saved our hard earned money to have a first time holiday in Perth after my mother passed away . Hopefully Reception has a heart to move us to a better Apartment that doesn't SMELL like toilet Sewage. UNBEARABLY 😳😭 Trying to look for Another Hotel Asap for tomorrow. We booked this for 6 days for a família of 4 people. It's UNBEARABLY the Smell . Shower has hair, oven dirty and many more things It's obvious that the cleaner has not been. That's OK. I can clean it 💪 BUT the WORST is the SMELL of toilet Sewage. And paying for it . I am not one to complain about things 😌 But you can't stay in the apartment that has Sewage Problems and Smells I'll keep u updated if the reception Moved us tomorrow or get a refund so we can continue our holiday without the Sewage SMELL 🤞

Family of 5 stayed here in 2 bedroom apartment and for the price it's incredible :) clean And a beautiful pool is a bonus. Will definitely be back again with our family. Little mix up with husband name and the staff helped us work this out within 5 minutes with no hassles ☺️

Shower was sooo bad no water pressure and trickled down my back had to stay in for 30 minutes just to get the soap off my body worst shower I have ever had. The coaches and beds were not cleaned properly and had stuff from other people underneath. The pictures of the hotel make it look fancy but it is just like and apartment and down stairs looks nothing like it .

Stayed for 8 nights and it was fantastic. Everything we needed they helped us with. Loved the convenience store below the apartments. We had 3 apartments all were clean beds were comfy and the washing machine and dryer were great less washing we had to carry home with us. Would definitely book here again. Thankyou

Happy with the room and everything in it was fine thanks. Unfortunately someone let themselves into our car in the carpark and we had the misfortune of leaving significant items inside. Lesson learned

We chose Alderney on Hay for our recent visit as about 12-13 years ago where I had stayed with my family. We were provided with good service, great rooms and safe environment then. However this recent stay in Alderney on Hay was quite a disappointing one and had erased off the good memories we had before. Though the rooms are still kept in good condition, there are areas/services that were below par, example; 1) The safe does not come with batteries and thus cannot be used. I was not able to keep important things in the safe that I do not wish to carry around when moving around Perth 2) Accidentally saw that there are “crumbs and dirt“ in between the sofa, (see picture), quite a turn down and a hygiene issue, especially one of the “beds” is a sofa bed These two issues were reported to the front desk first thing in the next morning, the front desk mentioned that they will send the house keeping to handle and fix the issues. Until it is time to leave after staying for 8 nights, these two issues are still not resolved nor “fixed”.

Manager Rude Rude and rude. 3 ladies staying in 2 bed apart. not enough tea bags etc .took 2 days for us to get more. bathroom b....shocking . worst shower ever ever came across ...needs new shower head and the shower gel was empty. tap dripped all night and shower floor slippery. BATHROOMS MUST BE UPGRADED. PEELING PAINT, MILDEW ETC. same complaint as last time.

I will never stay here again. Stayed a couple of weeks ago & paid a $250 bond for the room. Was assured that the bond would be refunded 3-7days from my check out date. It had been over a week so called and was informed that my bond wasn't released until 5 DAYS AFTER I checked out because "maybe reception might of been busy or something like that" so now it will be another week until I hopefully recieve my deposit back. Customer service is shocking, they couldn't of cared less.