Ballarat Station Apartments 225 Lydiard Street North, Soldiers Hill, Victoria 3350

"Booked over a week ago through another site, for 3 adults and a toddler, with a few phones calls during this week checking if the room was booked (being done from another site we were confirming) nothing was said about ID confirmation and addresses. Just before checking in we were denied our stay and Troy refused to let us stay as our IDs weren't all matching addresses. Even though we were from regional Victoria with no cases in our area. He was very rude, blantly refused a refund unless someone booked that room before the day ended, even though upon numerous phone calls before arriving in Ballarat days prior. The only way we got a refund was because a friend had booked a room that day. Luckily we found a cheaper motel, closer to where we needed to be with no issues, with lovely management."

"I received really horrible treatment from Ballarat Station Apartments. The worst I have ever received from a business. We received very poor treatment and management were incredibly unreasonable and rude. They refused to discuss our issues in an appropriate and reasonable manner. My partner and I booked here for 1 night for an engagement party in Ballarat. I was informed by the manager that in the case of my engagement being rescheduled, I would be offered a change of date (and a full refund would be offered if travel restrictions applied). Melbourne came out of lockdown a couple of days before the engagement, however, the engagement was rescheduled due to density restrictions. I contacted Ballarat Station Apartments and asked for the date to be rescheduled (rather than refunded as we were just out of lockdown) and said that I would pay the full amount now (as per their policy). The manager told me that he would now refuse to offer me a change of date or refund at all. He told me that the reschedule “was outside of their control”. I sent screenshots of a previous email from the same manager telling me that he would reschedule our date, however he refused to acknowledge them. In my email 2 weeks ago, I asked for all their policies regarding COVID-19 and I was told that I would be offered a change of date if my event was cancelled. I am still confused as to why this was not honoured. I am incredibly upset at this. I believe that management deliberately told us that we could reschedule in an attempt to keep our booking and not cancel before the free period ended (14 days prior to the booking as stated on booking.com). I emailed 14 days before this so that if the apartment did not offer me anything, I would cancel and receive a full refund (as this is a policy through booking.com). After being told that I would be offered a change of date, I decided to leave it. Booking.com recommends you talk to the hotel directly during circumstances such as these (lockdown/restrictions), as all policies differ. After discussing with the hotel and being offered a reschedule (if my event was cancelled), the manager emailed me again and said that he was "entitled to change his mind", "had no obligation to offer a change of date" and proceeded to call me "entitled". I understand the pandemic has been hard on businesses. However this is no reason to target people like myself who were trying to support regional Vic by staying a night. I’m quite shocked at this treatment, I was always happy to pay up front, I just wanted to change of date to be honoured as the only reason I did not cancel before the free cancellation period ended, was because of this. I have had a similar circumstance with 2 other hotels and my experience was nothing like this. I am also shocked at the treatment I received over email, being told that "there was no obligation for the manager to offer me his goodwill". I was also very upset at the manager calling me "entitled". I'd really advise anyone considering staying here to re-think."

"I wasn't able to stay due to Covid-19, there was a mix up with Booking.com which resulted in my payment not being refunded. The Manager, once aware of the issue, was able to resolve the matter with booking.com and sort out a refund. I was pleasantly surprised (and thankful) when the Manager proactively sorted out the issue."

"We had the two bedroom apartment and we had booked for two nights but left after the first night the Stairs to the apartment where way to steep dangerous the bathroom door doesn't close the spa was great and you can hear everything in the other apartments happy at all"

"Not a bad thing to say staff is very friendly but give you all the privacy you need rooms where clean and set up very well and the spa was amazing"