Nightcap at Chester Hill Hotel

To: Management, Nightcap Hotels Subject: Formal Complaint: Poor Service and Unwelcoming Experience – 22/02/2026 at 5.15pm To the Management Team, I am writing to formally express my disappointment regarding a phone interaction I had with your staff today while attempting to book a room, her name is Kirsty. Based on high praise from my colleagues, I was looking forward to staying at Nightcap Hotel Chester hill. However, the service I received was far from the "good hype" I had heard. The staff member I spoke with was unaccommodating and treated me with an unnecessary level of suspicion regarding a 10% staff discount. While I understand the need for policy, the employee repeatedly and rudely insisted on the verification process for the discount to the point where I felt like I was being treated like a criminal rather than a valued guest. (Kept insisting she will verify discount card with ID) As a result of this interaction: • I immediately cancelled my reservation. • I took my business to a competitor. • I will be sharing this negative experience with the same colleagues who initially recommended your establishment. Good customer service goes a long way, and it is disappointing that such a small matter was handled with such a miserable attitude. If a staff member is unhappy to be at work, it shouldn't be the customer who pays the price. I hope you take this feedback seriously to ensure other potential guests aren't turned away by similar treatment. Best regards,

Was really disappointed as we had stayed here before in the double room and it was great, but this time in the studio room it was significantly worse. General cleanliness could use some serious improvements, under the single beds was clean, but there were crumbs under the queen bed, but the bathroom was worse... the vent looks like it hasn't been cleaned in quite a while, and there wwre drips down the front of the toilet which I'm really hoping was just not properly wiped down cleaning products. Also, while we didn't necessarily want housekeeping coming in, we weren't given a "do not disturb" placard to hang on our door, but... housekeeping didn't even come in anyway, beds weren't remade, no teas/coffees/milk replenished, mugs weren't cleaned. We didn't want our towels replaced anyway, but if we had I would imagine that wouldn't have been done either. The TV was both not a smart TV, and also not working properly (it was only playing audio, but no video) The door to outdoor "terrace" have been poorly frosted leading to patchiness, as well as having graffiti scratched into it. No curtain was available on the door so if you want to sleep in I wouldn't recommend (one of the pictures shows the view from one of the single beds just before 6am). For a room that can have up to 4 people in it, there is nowhere near enough space for towels to be hung (and it's not like they're lacking space for another railing or adding some hooks on the back of the door).

Easy check in and very helpful staff (and patron) thankful for the drink vouchers that we received upon check in. Room is clean and looks pleasing. Beds and pillows were comfortable. So thankful that the airconditioner was left on in our room so we arrived in a cool room as it was 32° outside. There were plenty of parking around the back. Food was great, huge portions that we had 3 containers to still take back in our room. Unfortunately, there is no microwave in the room. So thankful for the little toy box they had available that kept our little ones busy prior to food arrival. Location was great as it wasn't hard to find. Didn't really think it was "kid friendly" but this didnt bother us since we were only sleeping over for the night and on the road again the next morning. I did however saw a space close to the bathrooms that had couches that people could lounge and chat.