My partner booked the King Luxe room with buffet breakfast as a special Valentine's Day treat.

We arrived at the hotel at 5:30pm but upon checking in, my partner realised he'd accidentally left his wallet at home. We were both quite distressed as the booking had been made under his name and returning home would take at least another 2 hours plus we'd already made dinner reservation at Crown for 6pm which would incur a cancellation fee - we explained the situation to reception, who responded quite unsympathetically, simply telling us we'd just have to go home to fetch my partner's ID, despite my partner showing them the emailed booking as well as the credit card details for the booking.

After being hand-balled three times between different receptionists, the third receptionist advised he may be able to confirm my partner's identification by asking a series of questions. My partner confirmed his date of birth, address, credit card details and email address without hesitation. Having only recently changed phones, he was slow to respond with his mobile number, to which the receptionist promptly advised he couldn't confirm his identification and we would need to return with photo identification to prove his identity. We re-iterated our situation and asked again if there was any other way to check in to our hotel room.

Reluctantly, the receptionist went to ask his manager, later returning with a security guard at his side, advising us he could re-make the booking under my name. Throughout the new booking process, the security guard stood adjacent the receptionist watching us closely - we felt like criminals in a jail ward.

We confirmed twice regarding the breakfast - location, times etc. The next morning, we made our way to the buffet breakfast area at Mr Hive only to be turned down as we didn't have our vouchers which we were told should be in our hotel room. We returned all the way to our room only to find no vouchers had been given - we rang reception, who said they'd bring them up to us right away and offered to extend our checkout time to 12pm due to the inconvenience/wait. We waited 20minutes before receiving our vouchers.

After breakfast we returned to our room only to find our key not working. We rang reception AGAIN and they told us to bring our card downstairs - turns out they extended our check out time but didn't even update the card. The receptionist said he'd extend our check out time again to 12:30pm because of the inconvenience and because otherwise we'd be charge a late check out fee. So we ended up wasting an extra 2hrs in the morning and were made to feel indebt to the company because they "graciously" offered us late check out - despite everything being the fault of their own poor service.

The room itself was great - clean, spacious, well laid-out. The hotel facilities were quite complete with a pool looking out onto the city, steam room, gym etc. The casino was readily accessible from the hotel and shopping was also quite convenient; overall, the hotel itself was lovely, however, I'm not sure this makes up for the poor service and rude staff. There seemed to be a clear lack of communication and organisation, and the staff weren't very helpful or empathetic at all - we felt like we were being treated more like sheep than valued customers.

Approximate cost: $400

Great service, personalised and genuine care for products. Would definitely recommend them!

Approximate cost: $10