Overall, my experience at Hotel Kurrajong was positive, but several issues left me genuinely baffled—particularly for a hotel that prides itself on prestige and quality. And if it doesn’t, then certainly the price I paid reflects otherwise.
During my two-night stay, I paid for both the room and breakfast. Despite confirming with hotel management that breakfast was included, I was told otherwise by staff. Even after showing the confirmation email, I was asked again the following morning by the same person. For a hotel of this caliber, such a lapse in communication is egregious. Staff should review guest profiles and internal notes before denying a service as basic as breakfast.
While the matter itself was minor, it revealed a deeper lack of cohesion between management, staff, and guest services. Unfortunately, this reflects a broader issue within the Australian hospitality industry, where genuine, attentive service is far from ubiquitous. Having worked in the service industry across Asia and North America, I understand the challenges—but it’s disappointing to see such inconsistency in standards. Thankfully, tipping isn’t a requirement here, because the quality of service often wouldn’t warrant it. Regrettably, Australian hospitality has become synonymous with egregious service rather than excellence.