Dear Taronish,

Thank you your recent feedback, and for choosing Citadines on Bourke Melbourne as your “home away from home”.

After receiving your review, we have investigated the concerns which you raised with the relevant staff members concerned.

We share your disappointment that our service fell short of your expectations, particularly as our Guest Service team has received numerous commendations for their friendly professionalism.

Please be assured that your experience is not characteristic of our usual high standard and I am sorry this wasn’t highlighted during the stay so we could address immediately. Nonetheless, we have taken the opportunity presented by your feedback to review the training and supervision of the staff involved as your experience certainly fell short of both your and our expectations. As a serviced residence, we offer daily housekeeping except on Sundays and public holidays, and this was advised to all guests through notices placed on our reception desk.

I am pleased to see that you enjoyed other aspects of your stay, particularly the design and facilities of our new property. I invite you to contact me directly when planning your next visit to Melbourne so that I may take personal care of your arrangements.

Thank you once again for your support of Citadines on Bourke Melbourne Apart’Hotel, and my team and I look forward to welcoming you back in the near future


Kind regards,

Bryan Loh
Assistant Residence Manager