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Reviews of The Reserve Hotel

3 out of 5
The Reserve Hotel
25-41 Princes Hwy, Sale, VIC

Reviews

6.4
Rating 10 - Excellent. 10 out of 57 reviews" "
Rating 8 - Good. 22 out of 57 reviews" "
Rating 6 - Okay. 5 out of 57 reviews" "
Rating 4 - Poor. 10 out of 57 reviews" "
Rating 2 - Terrible. 10 out of 57 reviews" "

7.2/10

Cleanliness

7.0/10

Staff & service

6.2/10

Amenities

6.2/10

Property conditions & facilities

6.2/10

Eco-friendliness

Reviews

4/10 Poor

Sherralyn

Travelled with partner
Disliked: Staff & service, amenities, property conditions & facilities
Dated and not in good repair. Hot water system way to small, hot water ran out halfway through second shower.
Stayed 2 nights in Apr 2022

2/10 Terrible

Paul

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
In my experience rooms are not the same as represented on the website. In addition, they were dirty. There were bottle tops and dirt on the floor when we entered the room. The freezer still had food and drinks presumably left by a previous guest and, in one instance where I unrolled a blind, I found it impregnated with dead bugs. To add insult to injury, this was, in my experience, a very expensive motel room. I have travelled extensively for business and pleasure and rate my accommodation experience by value for money. For me, this did not stack up as value for money. By the way, this is the first time that I can recall that I have ever rated accommodation so low.
Stayed 2 nights in Apr 2022

4/10 Poor

Laurel

Travelled with family
Disliked: Amenities, property conditions & facilities
When booking I usually do more research and unfortunately this time didn’t. This property is sadly showing it’s age, paint coming off vanity, poor shower pressure, electrical socket coming away from wall. We were woken twice in night by other guests fighting so felt unsafe. At least the beds were clean & comfortable and reception guy was friendly & welcoming.
Stayed 1 night in Apr 2022

4/10 Poor

Lisa

Business traveller
Disliked: Amenities, property conditions & facilities
Wouldn't stay again. No pillow cases, bathmat or hand towel. Beer cans strewn through garden. Front door mended from what look like it had been kicked in. Safety chain broken. On a positive, the bed was comfortable.
Stayed 1 night in Apr 2022

10/10 Excellent

Tim

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place to stay for families 👍
Stayed 3 nights in Mar 2022
Response from Emily McBride on 23 Mar 2022
Hi Tim, Thanks for your feedback. We look forward to welcoming you back. Regards, Emily McBride General Manager

8/10 Good

David

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The Reserve Hotel is a budget stay. It has everything we need. We have stayed here previously. You do need a car to access shops etc
Stayed 2 nights in Mar 2022
Response from Emily McBride on 23 Mar 2022
Hi David, Thanks for staying with us and we appreciate the feedback. We hope to welcome you back in the near future. Regards Emily McBride - General Manager

2/10 Terrible

ALEXANDRA

Travelled with partner
Disliked: Cleanliness, staff & service, property conditions & facilities
I arrived to chaos, destruction, reception area looked like it was in the process of being gutted. All ground floor rooms were being lived in. Old chairs scattered around . Spare tyres of old vehicles lay outside, cigarette butts scattered around. I demanded a refund and left. A sorry place which should never have been advertised.
Stayed 1 night in Mar 2022
Response from The Staff at The Reserve on 25 Mar 2022
Hi Alexandra, Thank you for your feedback and the issues you have pointed out. I have shared these with our leadership team and wanted to apologise for the status of the property.

4/10 Poor

Rachael

Travelled with family
Disliked: Staff & service, amenities, property conditions & facilities
Very outdated rooms. Seems to have quite a few long term guests that live there, but all i witnesed them doing was smoking, drinking and being loud.. we stayed in 2nd building, top floor and was constantly woken thru out he night with the locals talking very loud to one other to each of the buildings. We found deroderant can under bed, so room wasnt cleanded propley. Queen beed had a doona between 2 flat sheets and that was the top cover. Spair pillow in cupboars had a blood stain on it. The pitures on the internet ate staged, deffently not what you get.
Stayed 2 nights in Feb 2022
Response from The Staff at The Reserve on 25 Mar 2022
Hi Rachael, Thank you for sharing your experience with us. We apologise for the cleaning standards not being up to the level of expectation that we expect. Your feedback has been shared with the leadership team as we are working diligently to improve our overall service standards. We hope to welcome you back in the near future so we can redeem ourselves and your experience.

2/10 Terrible

David

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Would not recommend anyone stay here. Our room was dirty smelly sticky floors underfoot. Window had no catch at all couldn't lock so room was not secure, no fly screens. The microwave didn't function properly, I couldn't bring myself to use any of the utensils or kettle that was provided all just dirty. I felt very sorry for the other people who were already in these conditions. We had booked 3 nights only stayed for one, should have just left straight away we lost our money. Just a all round awful experience.
Stayed 3 nights in Feb 2022
Response from The Staff at The Reserve on 25 Mar 2022
Hi David, Thank you for sharing your feedback and experience. On behalf of the Reserve Hotel, we apologise for the state of your room and overall experience. We have shared your concerns with the senior leadership team. I do hope that we can welcome you back under better conditions and redeem ourselves.

2/10 Terrible

Kathy

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Worst place I’ve ever been - I didn’t actually get out of my car!! (Kim, the manager, still charged me for the night tho, despite having a conversation with her about my serious concerns - no woman should stay anywhere she fears for her safety & being told “they’re great blokes” simply wasn’t reason enough for me to trust her. Her attitude left me a little shocked, but unsurprised she wasn't willing to forego the charge out of goodwill and a focus on customer relations & brand reputation). As an intrepid solo female traveler, I’ve stayed in some pretty dubious places around the world, but I have never felt more UNSAFE staying somewhere in my life! The place is ok for a bloke, doing FIFO-style work, as it appears to have several long-term residents doing that, and Kim confirmed most, if not all, the guests were indeed FIFO workers (clothes being dried over fences & railings - not just on the clotheslines - slabs of beer outside doorways, guys just loitering around - a very male-centric motel). But for anyone else, just keep on driving (like I did - and will never regret the decision). Don’t trust the photos, they are clearly stock photos from when it was an Ibis hotel.
Stayed 1 night in Feb 2022
Response from The Staff at The Reserve on 25 Mar 2022
Hi Kathy, Thank you for your feedback and raising your concerns. We do apologise for the interactions you had with Kim as this isn't apart of our brand. We have shared the issues raised with the leadership team and wanted to apologise for the unsafe feelings you experienced. We do hope to welcome you back in the near future and give us a second chance.

8/10 Good

Angelina

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Pet friendly
It was a short over night stay. Conveniently located. Pet friendly.
Stayed 1 night in Feb 2022
Response from Kim on 22 Feb 2022
Thank you for your feedback Angelina. We look forward to seeing you back with us again in the future. Kind Regards

2/10 Terrible

Verified traveller

Travelled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Dreadful, dodgy, dirty and dishonest.
When we booked an extra night they charged us for two nights despite having prepaid the first night through hotels.com. Despite repeated requests for a refund for their overcharging, they have not done so, do not answer my phonecalls or reply to email.
Stayed 1 night in Nov 2021
Response from Kim on 5 Feb 2022
Hi there, My sincere apologies to you for any inconvenience this may have caused you! Please contact me to resolve this misunderstanding immediately. Kind Regards The Reserve Hotel

2/10 Terrible

Bill

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service, room comfort
Worst stay ever
Place was very noisy. Texted the night duty manager at 11.30pm about the loud music and singing. So they moved in front of my room and continued playing music until 3am. Avoid at all cost
Stayed 1 night in Jan 2022
Response from Kim on 22 Feb 2022
Hi Bill Apologies for the behaviour of some of our guests on the night of your stay. Your feedback has been taken on board as the enjoyment of your stay is important to us, and we have now implemented new noise curfews.

10/10 Excellent

Michael

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly service with after hours checkin.
Stayed 1 night in Jan 2022
Response from Emily McBride on 23 Mar 2022
Thanks for staying with us and we appreciate the feedback. We hope to welcome you back in the near future. Regards

6/10 Okay

Trevar

Business traveller
Liked: Cleanliness, room comfort
Disliked: Property conditions & facilities
Clean, but severely overpriced.
Wow, this motel is a bit of a blast from the past! Everything is tired and looking a bit the worse for wear, right down to mismatched linen! But overall, very clean and tidy, and a comfortable bed. I would have been very happy with my stay if it had been $30 cheaper: this is severely overpriced for a motel as old as this in such a condition. I would be happy to return if the price point was appropriate to the facility.
Stayed 1 night in Jan 2022
Response from Kim on 22 Feb 2022
Hi Trevor Thank you for your feedback. We take our customers feedback seriously and are now in the process of updating our rooms. We are glad you had a comfortable stay and look forward to your return. Kind Regards

4/10 Poor

Verified traveller

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
Needs a makeover
The lady at reception was lovely but the room was not very clean. There were cobwebs all over the window in the bathroom, & a stain in the bed linen. The door to the room was really hard & loud to open.
Stayed 1 night in Dec 2021

8/10 Good

Ray

Business traveller
Liked: Cleanliness, staff & service
Well ventilated, easy car access.
Stayed 2 nights in Dec 2021

4/10 Poor

Nicole

Disliked: Cleanliness, amenities, property conditions & facilities
The room was not clean, and definitely not at a hygienic standard you would have to expect during a pandemic. There was a dried up chickpea lying on the carpet behind the bedside table, the kettle had not been wiped down in recent times and had fatty finger marks on it, the TV remote control was filthy, table surface behind the TV was stacked with dust. The cushion cover had probably never been cleaned, it had clear fluid marks on it. The room smelled like it had been wiped with an old wet rag without using any disinfecting cleaning product. Overall I did not feel comfortable in my room and will not return to this hotel.
Stayed 2 nights in Nov 2021
Response from The Staff at The Reserve on 23 Nov 2021
Hi Nicole We appreciate your feedback as our guests comfort is our priority. You stayed with us for 2 nights, had you informed reception of your concerns we would have been able to rectify immediately. I assure you we use commercial grade cleansing and sanitising products and rooms are certainly cleaned before guests arrival. Unfortunately things do get missed and we'll use this opportunity and feedback to go over our procedures with our house keeping staff. Kind Regards

8/10 Good

Barbara

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent value for quality
Easy check in, excellent communication from staff. Comfiest hotel bed I’ve ever had! Will stay again next trip
Stayed 2 nights in Nov 2021
Response from The Staff at The Reserve on 23 Nov 2021
Thanks so much Barbara we appreciate your feedback and review. Hope to see you again soon. Kind Regards

8/10 Good

John

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Only booked for somewhere to sleep after a work function. Received a call from reception giving me instructions on how to get the keys as I was arriving late. Great personal touch as this could have just been left in writing or emailed. The queen deluxe room on the 2nd floor was comfortable.
Stayed 1 night in Nov 2021
Response from The Staff at The Reserve on 23 Nov 2021
Thanks John we're glad you enjoyed your stay. Thanks for the review

6/10 Okay

Scott

Business traveller
Liked: Cleanliness, staff & service
All Good
Stayed 1 night in Nov 2021

8/10 Good

Dave

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Utilized the Hotel as a central transit location only (sleep there overnight and store gear). I doubt I would have sought meals there as the main building looked as though it was undertaking renovations still (stayed here a few years ago). Quite bland; however, for my requirements quite functional. Undercover parking would be a great development.
Stayed 2 nights in Nov 2021
Response from The Staff at The Reserve on 23 Nov 2021
Thanks Dave appreciate your review and feedback Kind REgards

8/10 Good

bona

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2021
Response from The Staff at The Reserve on 23 Nov 2021
Thank you so much for your review glad you enjoyed your stay.

2/10 Terrible

Hayden

Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
If u dont have something nice 2 say dont say ANYTHING at all
Stayed 2 nights in Nov 2021
Response from The Staff at The Reserve on 15 Nov 2021
Hi Hayden, we appreciate your feedback and apologise wholeheartedly for the issues you experienced. After speaking with you today we are implementing more training of our staff and will be addressing the issues you have brought to our attention. Our guests comfort is our priority and we hope to see you again. Kind Regards

6/10 Okay

Verified traveller

Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Nov 2021

6/10 Okay

Glen

Travelled with partner
Disliked: Cleanliness
Property is old n dated, but we didn’t mind that. Was disappointed as it did not look like the property was cleaned , there was dust on the furniture, toilet not cleaned, the kettle too had water left in, bit disappointed with overall cleanliness, The staff who handed the keys, didn’t interact just gave the keys didn’t really seem interested.
Stayed 2 nights in Nov 2021
Response from The Staff at The Reserve on 9 Nov 2021
Hi Glenn I apologise for your concerns and will take it up with staff. Our property did take a beating with recent storms and I admit the grounds do look a little unkept at the moment due to this . We are always interested in our guests comfort and will endeavour to rectify your concerns Kind Regards

10/10 Excellent

colin

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Proximity to Town
Stayed 2 nights in Oct 2021
Response from The Staff at The Reserve on 9 Nov 2021
Thanks for the revue Colin much appreciated

8/10 Good

Ryan

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good comfortable room
Stayed 1 night in Oct 2021
Response from The Staff at The Reserve on 26 Oct 2021
Hi Ryan We appreciate your feedback! Thank you for choosing to stay here with at The Reserve Hotel. Kind Regards KIM

10/10 Excellent

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was a very nice stay there was a incident on the night I stayed with another guest and the manager was very apologetic and made sure that me and my friends were all ok. Thank you
Stayed 1 night in Aug 2021
Response from Kim on 7 Oct 2021
Hi Thankyou kindley for taking the time to give us your feedback. Here at The Reserve Hotel we Pride ourselfs on making sure all our guests are safe, ensuring they enjoy their stay here with us! We look forward to weloming you back in the future! Kind Regards staff at The Reserve Hotel

10/10 Excellent

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nothing was a great room
Stayed 1 night in Aug 2021
Response from Kim on 7 Oct 2021
Hi there, thankyou kindly for taking the time to write us a review! Look forward to hopfully seeing you in the future. Warm regards Staff at The Reserve Hotel.

8/10 Good

Kali

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Basic but clean
It's an older property but well maintained and very clean. I was pleasantly surprised.
Stayed 1 night in Jul 2021
Response from Kim on 6 Aug 2021
Thankyou kindly for taking the time to write us a review. Warm regards. The Staff at The Reserve Hotel

8/10 Good

Darryl

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Quiet at night
My stay was comfortable and the unit was neat and clean.
Stayed 1 night in Jul 2021
Response from Kim on 6 Aug 2021
Thankyou kindly for taking the time to write us a review. Warm Regards, Staff at The Reserve Hotel

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jul 2021
Response from The Staff at The Reserve on 6 Aug 2021
Thankyou Kindly for your feedback. The Staff at The Reserve Hotel

8/10 Good

John

Liked: Cleanliness, staff & service, room comfort
Disliked: Property conditions & facilities
One of the most comfortable beds I have ever slept in. Bathroom is tired, flooring needs attention
Stayed 2 nights in Jul 2021

8/10 Good

Verified traveller

Stayed 1 night in Jun 2021
Response from The Staff at The Reserve on 6 Aug 2021
Thank you kindly for your feedback. KInd Regards. Staff at The Reserve Hotel

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities
All was ok only one night
Stayed 1 night in Jun 2021
Response from Jacinta on 1 Jul 2021
Glad you enjoyed your stay and we look forward to seeing you again

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Our stay at the reserve was excellent value for money. The location was great for us and the receptionist that assisted us went above and beyond to help us. We were very happy and will certainly be back! Thanks again
Stayed 1 night in Jun 2021
Response from The Staff at The Reserve on 1 Jul 2021
We are grateful for your lovely positive feedback and glad you enjoyed your stay. look forward to seeing you next time .

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Jun 2021
Response from The Staff at The Reserve on 1 Jul 2021
Thanks for your time in giving The Reserve Hotel positive feedback

2/10 Terrible

Verified traveller

Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Please see emails x2 sent on 28/5/21to info@thereserve hotel.com.au I am waiting for a full refund from this hotel for such an experience.
Stayed 2 nights in May 2021
Response from Jacinta on 1 Jul 2021
Hi Could you please resend email as your review was anonymous and we'd like to check this for you if it hasn't been rectified as yet

6/10 Okay

Verified traveller

Business traveller, Travelled with group
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
Venue was easily accessed and low in price.
Stayed 2 nights in May 2021
Response from The Staff at The Reserve on 1 Jul 2021
Thanks for your feedback and hope to see you again soon

2/10 Terrible

Verified traveller

Travelled with partner
Liked: Staff & service
Disliked: Property conditions & facilities
On arrival was told room wasn’t ready which was fine however going back some 4 hours later it became clear the room was weeks away from being ready as it was in complete disarray ie:poor curtains,large gaps in flooring,floor lifting away in parts,roof collapsing,bathroom had no door or towel rail and was unusable after a shower as shower had half the screen missing and was poorly fitted thus it flooded,cobwebs and spiders so bad I left my mozzie zapper continually on,heater fell apart upon turning it on,no doona cover and could keep going on and also took many photos of defects in room however despite the poor room quality the bed was very comfortable so we didn’t complain but really dissatisfied with Wotif for recommending this hotel as it’s not even a one star:-(
Stayed 2 nights in May 2021
Response from The Staff at The Reserve on 1 Jul 2021
We'd like to offer you a sincere apology. We are under new management and hope we can only improve.

10/10 Excellent

Belinda

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Best place in town for the price
it was just too cold to stay in my camper. I thought it would be a pub room for the price, but it was a motel room, clean, comfortable and on the main road, easy to find, plenty of space to park the camper and close to the centre. The reception staff were lovely. I've been in Sale a lot. I reckon for a quick overnighter, this is the best place in town for the price.
Stayed 1 night in May 2021
Response from The Staff at The Reserve on 1 Jul 2021
Thanks Belinda we are glad you enjoyed your stay.

4/10 Poor

P

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Rainfall heavier than shower water
Clean adequate room. Air con cery noisy cannot use and water pressure in shower hopeless
Stayed 1 night in May 2021
Response from Jacinta on 10 Jul 2021
Hi thank you for your response we have now replaced most of our heaters and I can assure you they are a lot quieter. We are also in the process of upgrading our showers.We appreciate you letting us know where we can improve

8/10 Good

Verified traveller

Travelled with pets
Liked: Cleanliness, property conditions & facilities
Staff were friendly and helpful.
Stayed 1 night in Apr 2021

8/10 Good

Verified traveller

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Basic but affordable. Stayed two nights and it was nice and quite.
Stayed 2 nights in Apr 2021
Response from Leo on 21 Apr 2021
Hi, thank you for leaving such a great review. Looking forward to seeing you again in the future. Cheers!

8/10 Good

Verified traveller

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities
Goid clean hotel,
Stayed 2 nights in Apr 2021
Response from Kim on 20 Apr 2021
Thank you kindly for taking the time posting a review, Happy to hear you enjoyed your stay with us. look forward to seeing you in the future. kind regards Kim

4/10 Poor

Verified traveller

Business traveller, Travelled with partner
Liked: Cleanliness
When we arrived after hours we had trouble getting the keys out of the safe. The room was clean but cold, they could've turned the heater on for us. The milk in the fridge was out of date and the shower must have been on a timer as it would get cold after 5-10 mins.
Stayed 1 night in Apr 2021
Response from Leo on 15 Apr 2021
Hi, we apologise for the inconvenience you experienced during your stay. I am an on-site manager and I am more than happy to assist you had you called our number upon getting into our reception. I have taken note of your feedback about the room and our amenities and I will retrain my staff about this. I hope we will get the chance to welcome you here again so we can provide you with a better experience. Cheers,

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean and good quality linen comfortable bed and well spaced rooms. The microwave toaster and kettle very handy in the room and quite location
Stayed 1 night in Apr 2021
Response from Leo on 7 Apr 2021
Hi, thank you for leaving such a great review. Looking forward to seeing you again in the future. Cheers!

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Mar 2021
Response from Leo on 12 Apr 2021
Hi, thank you for leaving such a great rating. Looking forward to seeing you again in the future. Cheers!

4/10 Poor

Verified traveller

Clearly this hotel is used for permanents as well and our night was disrupted by brawling and police! Very low rent accommodation.
Stayed 1 night in Mar 2021
Response from Leo on 4 Apr 2021
Hi, We're so sorry that this happened to you during your stay. Rest assured that we will enforce stricter guidelines to all guests and their visitors to avoid similar incident in the future. We wish you all the best in your future travels. Cheers,