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Reviews of Arrow on Swanston

3.5 out of 5
Arrow on Swanston
488 Swanston Street, Carlton, VIC

Reviews

6.8
Rating 10 - Excellent. 396 out of 1960 reviews" "
Rating 8 - Good. 686 out of 1960 reviews" "
Rating 6 - Okay. 393 out of 1960 reviews" "
Rating 4 - Poor. 253 out of 1960 reviews" "
Rating 2 - Terrible. 232 out of 1960 reviews" "

7.2/10

Cleanliness

7.6/10

Staff & service

5.8/10

Amenities

6.6/10

Property conditions & facilities

4.8/10

Eco-friendliness

Reviews

2/10 Terrible

Garth

Disliked: Cleanliness, amenities, property conditions & facilities
Felt like student accommodation, room was very old and tired and very very basic. Not a place i would recommend anyone visiting Melbourne to use even at the price it was.
Stayed 2 nights in May 2024
Response from Grace | Arrow On Swanston on 21 May 2024
Dear Garth,Thank you for bringing this to our attention, Garth. We sincerely apologize for not meeting your expectations on the accommodation. We are committed to providing top-notch customer service and will use your feedback as an opportunity for improvement.Once again, thank you.Kind Regards,

10/10 Excellent

Thomas

Travelled with group
Liked: Cleanliness, amenities, property conditions & facilities
Fantastic room, exactly what I was after at a good price. Easy to get to. Will stay again. Thankyou.
Stayed 1 night in May 2024
Response from Grace | Arrow On Swanston on 20 May 2024
Dear ThomasThank you for your exceptional rating. We are glad we could win your trust and provide you with the best. We hope to enhance this experience even further in the future. We are indeed looking forward to your next visit!Kind Regards,

4/10 Poor

Max

Travelled with family
Disliked: Property conditions & facilities
Room needs a lot of maintenance
Stayed 2 nights in Apr 2024

8/10 Good

Dean

Liked: Cleanliness, amenities, property conditions & facilities
Location was fine. Lifts were very dated/slow.
Stayed 5 nights in Feb 2024
Response from Grace | Arrow On Swanston on 20 May 2024
Dear DeanThank you for your recent stay and for rating us at 4/5. Your experience matters, and we are committed to continuous improvement, and your feedback helps us immensely. We look forward to welcoming you again.Kind Regards,

8/10 Good

Martin

Travelled with family and small children
Liked: Cleanliness, amenities
Property is clean, good security in the rooms, readily available transport, Staff friendly.
Stayed 1 night in Apr 2024
Response from Grace | Arrow On Swanston on 20 May 2024
Dear MartinThank you for your recent stay and for rating us at 4/5. Your experience matters, and we're pleased that you found your stay enjoyable. We look forward to welcoming you again.Kind Regards,

6/10 Okay

Samantha, Hope Island

Disliked: Cleanliness, amenities, property conditions & facilities
The location is great with everything in walking distance. Property is old and the pictures online are not what you get. Positives: Comfy bed, new air con, quiet, new kitchen. Negative: Mouldy, chipped cabinets and old bathroom. Dirty stained carpet. Broken, stained couch & blinds. Walls are chipped, stained. Our room was quiet as it was at the back but it had a view of the car park & loading dock. Hopefully they will continue to do it up as the location and price was great.
Stayed 3 nights in Apr 2024

2/10 Terrible

James

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
This was the worst place we have ever stayed. The room was covered in cockroaches and black mould. The couch had a spring coming through it and when we asked for it to be fixed, they replaced it with one covered in stains. The second bedroom didnt have an external window and smelled on rising damp. When we complained, they offered us their 'best room' that was no better. We have 2 kids and a baby. It was so late we had no option but to stay the first night. The next day we got promised a full refund and we had to move. 6 weeks later and I had to demand expedia return the money as everytime they or we contacted Arrow on Swanston St, we were told the manager was not there to process the refund. Do not believe the pictures. This place is truly horrific.
Stayed 3 nights in Apr 2024

6/10 Okay

Najmuddin

Suitable for budget travelers
Stayed 5 nights in Apr 2024

10/10 Excellent

Axel

Business traveller
Liked: Cleanliness, amenities, property conditions & facilities
Very happy with my stay at arrow friendly staff just great
Stayed 2 nights in Apr 2024

6/10 Okay

Karen

Travelled with group
In the description of the property it was stated there was an on site coffee shop and restrauant but both were not open.. the rooms were clean but a lot smaller than we thought they would be going by the description
Stayed 5 nights in Apr 2024

8/10 Good

Julia

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Location is fantastic. Reception staff were fantastic. The bedrooms are tiny! Can just walk around it but definitely couldn't keep suitcase in there, they had to sit out in the little lounge. Good enough to rest your head at night.
Response from Alannah | Arrow on 11 Apr 2024
Dear Julia, Thank you so much for taking the time to share your positive experience with us! We are thrilled to hear that you enjoyed our hotel and that it met your expectations.Here at Arrow on Swanston we strive to provide top-notch customer service to all of our valued customers, and it's always rewarding to know that our efforts are appreciated.Your kind words truly mean the world to us, and we look forward to serving you again in the future. If you ever have any questions or need assistance, please don't hesitate to reach out to us.Kind regardsFront office receptionArrow on Swanston

2/10 Terrible

Helen

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
Do not stay here. We booked a four bedroom apartment and did not receive due to maintenance issues and our family of 4 was split between 2 rooms in different areas. The room we ended up with had a staircase directly near the bedroom door and I fell down this in the middle of the night and split my head open on a broken doorstop. The toilet seat was also broken as was the A/C. Room was dirty with handprints and stains on floor and walls and rotting wood and mold in the bathroom. We didn't even get a rubbish bin provided. Our other rooms they offered were no better condition and had their own safety hazards. No room had hand soap or hand towels, cutlery was unwashed. DO NOT stay here if you value your life. Other customers were overheard complaining of similar issues with their rooms not being available, lack of supplies and safety hazards. Some even had rooms with bedbugs
Stayed 3 nights in Mar 2024
Response from Alannah | Arrow on Swanston on 11 Apr 2024
Dear Helen, Thank you for your feedback, we sincerely appreciate your honesty. I will pass this information to my managers to ensure they are aware of your experience. We sincerely apologise for the negative experience you encountered with us. Kind regards, Alannah

2/10 Terrible

Emily

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
The room was tiny and not as advertised. The bathroom had black mould around the shower handle, the TV didn’t work, the air conditioner had a broken knob. The dishes in the cupboards were visibly dirty and I found rubbish under the sheets on the bed. Disgusting, wouldn’t recommend and will not be staying again.
Stayed 5 nights in Mar 2024
Response from Alannah | Arrow on 11 Apr 2024
Dear mily, Thank you for your feedback, we sincerely appreciate your honesty. I will pass this information to my managers to ensure they are aware of your experience. We sincerely apologise for the negative experience you encountered with us. Kind regards, Alannah

4/10 Poor

Cassandra Skye

Travelled with family and small children
Disliked: Cleanliness, property conditions & facilities
Check in was fine, wasn’t informed that I would be staying in their other building. Made it to the room and the property seemed fine, then started noticing that the doors and some walls had holes in them. One of the rooms had a Lower window that little kids could open and then climb onto the aircon and fall to their death. The fridge didn’t work and there was a washer and dryer in the apartment, but wasn’t allowed to use. The beds felt like I was sleeping on boards. The price I paid I was expected more especially if they are asking for a 100 dollar damage hold..
Stayed 3 nights in Mar 2024
Response from Alannah | Arrow on Swanston on 11 Apr 2024
Dear Cassandra, Thank you for your feedback, we sincerely appreciate your honesty. I will pass this information to my managers to ensure they are aware of your experience. We sincerely apologise for the negative experience you encountered with us. Kind regards, Alannah

10/10 Excellent

test

Travelled with partner
Liked: Cleanliness, property conditions & facilities
Good budget hotel
Stayed 1 night in Mar 2024
Response from Alannah | Arrow on 11 Apr 2024
Dear Test, Thank you so much for taking the time to share your positive experience with us! We are thrilled to hear that you enjoyed our hotel and that it met your expectations.Here at Arrow on Swanston we strive to provide top-notch customer service to all of our valued customers, and it's always rewarding to know that our efforts are appreciated.Your kind words truly mean the world to us, and we look forward to serving you again in the future. If you ever have any questions or need assistance, please don't hesitate to reach out to us.Kind regardsFront office receptionArrow on Swanston

6/10 Okay

Thomas

They didn't clean the rooms or make the bed in my time there
Stayed 3 nights in Mar 2024
Response from Alannah | Arrow on 11 Apr 2024
Dear Thomas, Thank you for your feedback, we sincerely appreciate your honesty. I will pass this information to my managers to ensure they are aware of your experience. We sincerely apologise for the negative experience you encountered with us. Kind regards, Alannah

8/10 Good

KING CEVIC

Stayed 2 nights in Mar 2024

2/10 Terrible

Little leaf

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
Terrible room advertised as near and clean when we arrived room was not taken care of or properly cleaned, wouldn’t let me switch rooms. Honestly a backpackers hostel is cleaner and cheaper than staying in this “3 star” hotel Will not definitely coming back.
Stayed 2 nights in Mar 2024
Response from Alannah | Arrow on 11 Apr 2024
Dear Little leaf, Thank you for your feedback, we sincerely appreciate your honesty. I will pass this information to my managers to ensure they are aware of your experience. We sincerely apologise for the negative experience you encountered with us. Kind regards, Alannah

8/10 Good

Frazer, Tauranga

Liked: Cleanliness
it is a unique hotel. Basic but good. clean and comfortable. don't expect great TV and channels etc but has excellent internet. My room had patchy Air Con and other issues which they did try and fix. i was there 10 days. Tram Stop RIGHT OUT FRONT. So pretty brainless. 2 stops from Melb Central. Lots and lots of food options and coles etc to stock up for self catering. *** laundry good but you need your own washing powder!
Stayed 9 nights in Mar 2024
Response from SG on 21 Apr 2024
Dear Frazer, Thank you for taking the time to share your feedback with us. We're delighted to hear that you found our hotel to be a unique and comfortable place to stay during your recent visit. We pride ourselves on providing a clean and cozy environment for our guests to relax in.We appreciate your understanding regarding the limitations of our TV channels, but we're thrilled that you found our internet service to be excellent. We apologize for any inconvenience caused by the patchy air conditioning in your room and other issues you encountered. Rest assured, our team always strives to address any issues promptly to ensure our guests have a pleasant stay.It's fantastic to hear that our location was convenient for you, with the tram stop right outside and easy access to Melbourne Central. We're glad you were able to take advantage of the nearby dining options and shopping facilities for your convenience.Thank you for highlighting the quality of our laundry facilities. We'll certainly take your feedback into consideration regarding the washing powder, and we'll look into providing this as an added convenience for our guests in the future.Once again, thank you for choosing to stay with us. We hope to have the opportunity to welcome you back for another enjoyable stay in the future.Kind Regards Team Arrow.

10/10 Excellent

TAM

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Good place and close to CBD.
Stayed 1 night in Mar 2024
Response from Alannah | Arrow on 18 Mar 2024
Dear Tam, Thank you so much for taking the time to share your positive experience with us! We are thrilled to hear that you enjoyed our [product/service] and that it met your expectations.Here at [Business Name], we strive to provide top-notch [products/services] and exceptional customer service to all of our valued customers, and it's always rewarding to know that our efforts are appreciated.Your kind words truly mean the world to us, and we look forward to serving you again in the future. If you ever have any questions or need assistance, please don't hesitate to reach out to us.Kind regardsFront office receptionArrow on Swanston

4/10 Poor

Kristie

Travelled with group
Disliked: Amenities
Paid for a Delux 2br & it was nothing like the photos so presume we were given a standard. 2br was supposed to have a twin bed but it was single. Room smelled like mothballs & 1 guest was gagging from the smell.
Stayed 1 night in Mar 2024
Response from Alannah | Arrow on 13 Mar 2024
Dear Kristie, We are so sorry to hear of your negative experience with us at Arrow. We hope to improve on this feedback you have given us and we appreciate the time you have taken to write a review. Have a lovely day! Kind regards, Front office receptionArrow on Swanston

10/10 Excellent

Bree

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Alannah | Arrow on 13 Mar 2024
Dear Bree, We are so glad to hear you enjoyed your stay with us at Arrow! We hope to host you again in the near future. Kind regards, Front office receptionArrow on Swanston

6/10 Okay

Ashley Te

Travelled with partner
Stayed 3 nights in Mar 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Ashley, We thank you for your review and apologise for any inconvenience that you experienced with us at Arrow. We hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

10/10 Excellent

Kyle

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
It was cosy and comfortable and quiet and close to 24hr shops
Stayed 1 night in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Kyle, We thank you for your review and apologise for any inconvenience that you experienced with us at Arrow. We hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

6/10 Okay

Ai Chuen

Budget hotel - photos probably reflect their more expensive suites. Disappointing that they didn’t inform of the $100 holding fee as part of the stay on Expedia website.
Stayed 1 night in Mar 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Ai, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

6/10 Okay

Ritesh, Stanhope Gardens

Travelled with family
The photos on the website seem exaggerated as compared to actual room decor. Location is good with close proximity to major attractions in the city.
Stayed 1 night in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Ritesh, We thank you for your review and apologise for any inconvenience that you experienced with us at Arrow. We hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

4/10 Poor

Digby

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
W e had 2 rooms where 1 room was a double and the other had a double upstairs and a queen downstairs and a single. Walked into the 2nd room and we could hear a noise, went down and 2 fans on full boar trying to dry the wet carpet. We were not told that this had happened and the room downstairs stunk and this then came upstairs. We had to fit 3 of us upstairs in a double bed. We were also not told about the stairs. Disappointed in this facility and would not recommend it to any of my friends. The stairs were small and spiral, so dangerous. Overall I would rate the room as a 1 out 10 and that is being generous
Stayed 1 night in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Digby, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

2/10 Terrible

Shari

Disliked: Cleanliness, amenities, property conditions & facilities
Room was not so clean and very dated. Instant coffee etc but no kettle. Beds uncomfortable, linen thin, air conditioner not working.
Stayed 1 night in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Shari, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

2/10 Terrible

Maegan

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
This property is defiantly not what the photos suggest. We stayed in a one bedroom deluxe and it was tiny. The sofa couch was unconfortable, and not even made up, we had 3 guests staying in here. When we arrived we were made wait for at least 45 minutes before4 they even told us what was going on. The room was dirty the blinds didn't even close properly and haven't even been installed correctly, there was a light that shined through the room all night. The bathroom had no shower curtain or glass so the entire bathroom was wet after taking a shower including the toilet, and we were told they only give you fresh towels every 3 days, but no where to even hang your towels to dry and have to use them to clean up the water that has gone everywhere. I would not recommend to stay here.
Response from Alannah | Arrow on 6 Mar 2024
Dear Maegan, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

10/10 Excellent

Kylie

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Kylie, We thank you for your review and apologise for any inconvenience that you experienced with us at Arrow. We hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

2/10 Terrible

Teresa

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
Terrible rooms not as displayed, very dirty would not recommend
Stayed 2 nights in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Teresa, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

4/10 Poor

Debbie

Travelled with group
Disliked: Cleanliness, room comfort
You get what you for
Photo’s are deceiving unit was very small I stayed in a deluxe one bedroom unit for 5 nights it was extremely small it was not comfortable not welcoming at all just not nice It was only surface cleaned if you look close you could see the filth we even saw a couple of German cockroach’s which made us sick ! The lane way that’s around it is filthy rubbish everywhere The Queen bed just fitted into the bedroom the little living room I could almost touch both sides of the walls while standing in the middle of the room The balcony what a joke one foot could fit out there!! Checking in was very slow and hard to understand the receptionist paid $100 cash as a security bond and they didn’t want to give me a receipt I had to depend it! Definitely will not be back!
Stayed 5 nights in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Debbie, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

2/10 Terrible

Tammy

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
Had such a horrible experience here. Booked this as a night away for my partner and i because the photos looked beautiful. We get there and it’s nothing like the photos at all. Room was tiny, the bed was also tiny, to the point my feet were out the end, all the walls were patchy, smelt awful and just had a downright awful time for what i paid and expected
Stayed 1 night in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Tammy, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

2/10 Terrible

Leigh

Disliked: Cleanliness, amenities, property conditions & facilities
The room looked nothing like the photos, the furniture is the kind you would find on the side of the road on a hard rubbish day. No headboard on the bed, double bed pushed up against the wall, none of the furniture suitable for purpose. The doona was all scrunched up inside the doona cover and was too small to cover the bed.
Stayed 2 nights in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Leigh, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

2/10 Terrible

Rhiannon

Travelled with family
Disliked: Property conditions & facilities
Smelt like mould, carpets were wet around the beds, aircon wouldn’t work kept turning off.
Stayed 1 night in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Rhiannon, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

2/10 Terrible

Allan

Disliked: Cleanliness, property conditions & facilities
Absolutely a disgrace. The surrounding areas are littered with rubbish, the Rooms were dirty ( dust on skirting boards & fluff on carpet around the walls ) & bedding was in poor condition.
Stayed 1 night in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Allan, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

4/10 Poor

Allan

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
The Rooms were dirty & unhealthy. Very disappointing & would not recomend @all. Backpacker standard or less
Stayed 2 nights in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Allan, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

2/10 Terrible

Kerryn

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
This property was not as advertised. It was not serviced daily and was disgusting with black mild in the shower and an overall dirty appearance.
Stayed 4 nights in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Kerryn, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

2/10 Terrible

Ben

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
Limited laundry, not as advertised, poor condition of rooms. Would not recommend.
Stayed 3 nights in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Ben, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

8/10 Good

Rebecca

Travelled with family, Travelled with group
Liked: Cleanliness, amenities, property conditions & facilities
Excellent customer service. Room was comfortable. Extra bed was made up when we arrived which was fantastic
Stayed 3 nights in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Rebecca, We thank you for your review and apologise for any inconvenience that you experienced with us at Arrow. We hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

8/10 Good

Brad

Travelled with family
We stayed two nights in two different rooms and for what we paid we were overall really happy with what we got. The first room was small but adequate, the sofa bed one of us slept on wasn’t overly pleasant but once fresh sheets were on it was fine. Second room, a king deluxe (ironically cheaper than the smaller one) was great, slight shower mould aside. Checking in and out was problematic but mainly because of the hordes in for Taylor Swift, many of whom seemed to be complaining Karens, asking to see the manager etc. From our perspective we thought it was really good value and would stay again - hopefully the Swanston St trams will be back in action by then!
Stayed 1 night in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Brad, We thank you for your positive feedback and are so happy to hear you enjoyed your stay with us. We apologise for any inconvenience that you experienced with us at Arrow. We hope to host you again sometime soon, have a lovely day.Kind regardsFront office receptionArrow on Swanston

4/10 Poor

Mel

Travelled with family
Disliked: Cleanliness, property conditions & facilities
The property is nothing like the pictures, it very old and dated. The cleanliness is very poor in room with mould and hair in bathroom, rubbish overflowing in all bin areas in hotel
Stayed 3 nights in Feb 2024
Response from Alannah | Arrow on 29 Feb 2024
Dear Mel, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

8/10 Good

Laura

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Laura, We thank you for your review and apologise for any inconvenience that you experienced with us at Arrow. We hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

8/10 Good

Julian

Travelled with family
Liked: Cleanliness
Really affordable, great location and clean
Stayed 1 night in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Julian, We thank you for your review and apologise for any inconvenience that you experienced with us at Arrow. We hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

4/10 Poor

David

Travelled with family
Disliked: Room comfort
Phots deceptive, tiny apartment
Online photos very deceiving. Apartment was tiny! Requested to change rooms as kitchen benches were wet with fresh paint! Issues with keys activating. Wouldn’t stay there again.
Stayed 1 night in Feb 2024
Response from Alannah | Arrow on 29 Feb 2024
Dear David, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

4/10 Poor

Maegen

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
Upon check-in we were asked to go to a building outside and two down. This lobby area looked under construction but left. Arriving to our room was NOTHING like the images online. The furniture was old and scratched and had marker graffiti on it. There were bugs, the bathroom was extremely small and moldy. Thankfully we were moved to another room the following day in the main building, but this was still not the best.
Stayed 3 nights in Feb 2024
Response from Alannah | Arrow on 29 Feb 2024
Dear Maegen, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

2/10 Terrible

Tessa

Travelled with group
Disliked: Cleanliness
If I could give zero or negative stars I would. DO NOT STAY HERE. Nothing but issues from start to finish. Too long of a story to type properly, but they told us we hadn’t booked a room when I clearly had the confirmation email and had booked six months ago. They then tried to put us (three adults) in a room with one double bed, although we had booked a two bedroom apartment. Also tried to make us pay the same amount as we had originally booked for. We got up to the room and it had blood splatters on the bathroom wall. After 5 hours they told us they had our original room for us. It was two bedrooms, but not as described. There was blood on the wall of the second apartment too. Honestly scary. The staff were rude and unhelpful. Did nothing to assuage our inconvenience. Avoid this place at all costs. The positive reviews are clearly fake - there was a line of people out the door at reception when we were trying to check in who were all having similar issues. Not impressed.
Stayed 2 nights in Feb 2024
Response from Alannah | Arrow on 29 Feb 2024
Dear Tessa, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

2/10 Terrible

Daniela

Travelled with family and small children
Disliked: Cleanliness, amenities, property conditions & facilities
By far the worst property we've stayed at in melb. We did not get the room adertised and paid for, instead shoved us in a disability room with filthy outdoor area, screaming, bikes reving late at night in capark racing, parking was in building across as was the pool, it was dirty, no signage and not recommended for kids. Do not waste your money!
Response from Alannah | Arrow on 29 Feb 2024
Dear Daniela, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

2/10 Terrible

Cynnelle

Travelled with family
Disliked: Cleanliness, property conditions & facilities
The good: location, central to town. Cheap. The bad: You get what you pay for. Noise at night, pack your ear plugs. Cleanliness, we were too scared to stand on the carpet - it was moist. BED BUGS - Discovered the evidence and bite marks after two nights. Management advised a full refund, then reneged days later despite best efforts from Expedia.
Response from Alannah | Arrow on 29 Feb 2024
Dear Cynnelle, We are truly sorry to hear of this negative experience at our hotel. I will pass this feedback to both of my managers to ensure they are aware of the above-mentioned issues. If you would like to speak to someone directly, I would highly recommend that you get in contact with us via email or phone number (which are visible on our website). Again, we sincerely apologise for this and hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston

6/10 Okay

Tanya

Travelled with group
Was not told by reception where to go. Our room was not very clean. rey average overall
Stayed 1 night in Feb 2024
Response from Alannah | Arrow on 6 Mar 2024
Dear Tanya, We thank you for your review and apologise for any inconvenience that you experienced with us at Arrow. We hope you have a lovely day.Kind regardsFront office receptionArrow on Swanston