We arrived quite late on a Friday, after driving to Canberra straight after work, to enjoy the weekend away and visit the Renaissance exhibition. We booked through agoda.com, which I have used on numerous previous occasions. The booking was done approximately two weeks prior to our arrival. When we finally got to Mantra, it was after 10pm. The staff, two young girls, could not find our booking. This is where the unpleasant atmosphere began. One of the two kept asking us when we booked and where and for how long, even though we have provided a print out with all of this information she couldn't be bothered reading it. Then she proceeded to make us feel like it is out fault that we are posing a hassle for her and that she is very annoyed with us. We were coming to the end of our own line at this point and when she told me fine I will upgrade you to a one bedroom, I had to speak up. We actually already paid for the one bedroom and I made her aware of that, she tried to have an argument with me about this telling us we paid for a single studio room, luckily the other girl who was there intervened and corrected her colleague and told her once again that we did pay for a one bedroom, as she finally had the brains to look at our printout. To cut the long story short, I was so appalled at this treatment, that the stay was ruined from that moment onward. On the positive note, the one bedroom on the 6th floor was spacious, the bed was very comfortable and large. The washing machine/dryer in the bathroom are an extra bonus. Unfortunately on the second day of our stay when we returned to the room, the air conditioning unit which is outside on the balcony, was making a loud noise, even though the air con in the room was off at all times. We alerted the receptionist who we asked to either fix the unit or move us to another room, she did show us another room on the 3rd floor but it was awful, obviously hasn't been renovated like the rooms on floor 6, I refused to move to that horrible room so we stayed put. Sleeping with open windows, as mentioned by previous reviewers, is way too noisy, you awake at 6 am as the traffic picks up on the busy road. Overall I have to say I would be rating this hotel a 4 out of 5 if not for the horrible staff members. Its in a good location, big rooms and comfortable with the parking under the building. It is simple, basic but does have what you need. However, I would never return to this hotel, even though we visit Canberra at least twice a year.
Room Tip: I know that level 6 rooms were better than level 3 rooms, so I would make sure I request a room on a...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
24 February 2012
Many thanks for taking the time to write your review. We do offer sincere apologies for the customer service standard you received as I can assure you that this service level is certainly not our normal standard. I would like to make contact with you directly in regards to your experience as I do know that we can prove ourselves in the future.
Kind regards,
Sally Phipps
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC