Hotel Citadines a Melbourne

We arrived on Wednesday night and check-in was great—the girl at concierge (Asian background) was super friendly and even printed out a list of nearby bars and restaurants when I asked for recommendations. A really nice start to the trip! On Thursday, I started getting itchy bumps on my hands and arms. That night it got worse—I woke up scratching like crazy and saw my arms were covered in bumps I didn’t have earlier. On Friday morning, I asked concierge (Caucasian girl) to organise room cleaning, since we were told at check-in that housekeeping wasn’t daily over the Easter weekend. She took my name and room number and said she’d sort it. We came back at 2PM—room wasn’t cleaned. I followed up with the same girl and explained the situation, including showing her the bites on my arms. She didn’t ask if I was okay or show concern—just said, “Yeah your job is still here, they’re really busy but it will be done.” At 4:30PM we returned again. The beds had been made but nothing else—bins were still full, towels still wet, and worst of all, they reused the same sheets I suspected had bed bugs. I went downstairs again and spoke to another staff member (Asian background) who was super helpful and took it seriously. She made sure the room would be properly cleaned before our dinner. Another girl was about to go check the room herself and asked us to wait in the lobby, but the first staff member—who was helping another customer at the time—told her it was all sorted and it was okay for us to go up, so she didn’t end up checking it. These two girls were amazing and really helped turn things around. At check-out, the same girl who ignored the cleaning issue asked how our stay was. I told her what happened and all she said was “Thanks for letting me know.” The hotel itself is in a great location—close to Chinatown, QV, and lots of food. Parking is $45/day with unlimited in-and-out. Thanks to the helpful staff, we were able to enjoy the rest of our stay—but I really hope the hotel improves on consistency and takes health concerns more seriously.