Alpine Retreat Mt Buller

Good vibes Eddie was great customer service guy Decent spot Rate it

I am extremely disappointed with our experience at your hotel. We arrived at 2:00 pm, but there was no one at reception. We had to wait for almost two hours before we were able to speak with a staff member. Before arriving, I had called the hotel to ask if an early check-in was possible. I was told that if the room was not ready, our luggage would at least be stored in a safe place. However, the luggage storage area under the stairs was very small and unsecured, and anyone could easily access it. When we finally entered the room, it was much smaller than expected, not clean, and had a strong smell of alcohol. Most importantly, I booked the room for five people, but the room only had four beds. The staff member told us that the double bed was "slightly bigger than a single bed," which was clearly not suitable for five guests. We were then told that if we wanted a fifth bed, we would have to pay an additional $500. In the end, I had no choice but to sleep on the floor, which was also very dirty. This has been the worst hotel experience of my life. I expect a prompt response and an appropriate resolution to this unacceptable situation.