Arrow on Swanston

We arrived around 7pm at the Arrow Swanston Hotel, checked in and went and park the car in their private parking. When we reached our room, it was not matching the one pictured in our booking. We didn’t really mind as it had a bedroom and basic commodities. Things took a different turn when we found a cockroach crawling on the table top. It was late we thought to get it sorted out at reception the following morning. During the night we found further bugs in the bed, in the shower. The place was infested so we cut our stay short to 1 night instead of 5. We have requested the refund at the reception, and the Manager has been really reactive and has seemingly requested it but since the 25th August 2026 nothing has come yet. Very disappointed.

Affordable stay for our family. Location is great and easy excess to everywhere in the city.

Room was clean and free from smell. It had a small kitchen and good size bathroom for one individual. The location was great for solo female travellers.

The location was great and super convenient as there was a tram station right in front of the place ! However, the room wasn’t as pretty as the picture but considering the price, it’s still quite decent I’d say. Check-in and check-out was smooth and staff were friendly. Overall, quite a good experience.

Room was exactly as described and with Cooktop, microwave, and fridge did not need take out all the time. Staff at front desk were extremely helpful and nothing was too much trouble for them. May not be the flashiest hotel but it is great value for money and in a great location with a tram stop right outside the front doors, would recommend this hotel.

- Hotel advertises FREE coffee for 5 star Google reviews - Hotel denies this is offered on Google review (photo below proves otherwise) - Multiple failures in accommodation standards, maintenance, fire safety, security, and staff conduct. Requesting senior management contact. Trip.com messages, Emails and calls to Hotel have failed to date. - Attempted to contact Front Office and Hotel Management 5+ times during stay, at checkout, and after departure. No meaningful response received. - Booked Deluxe One Room Apartment with Sofa Bed for three people. On arrival, sofa bed was not made. Linen and pillows had to be requested from reception and waited for. - Sofa bed linen provided was visibly stained (multiple fluid marks) and torn but smelled clean. No mattress topper provided; timber supports (2" wide in centre of sofa bed) protruded, making it unfit for use and causing discomfort and physical pain. - Bathroom issues: towel rail repeatedly detached from wall (reported, no action taken. since found to be a common fault reviewed by other guests on various platforms including. TA). Floor tiles beneath were chipped/cracked with sharp edges, posing injury risk. - Smoke alarm (Model 3786M5) showed solid Red + Green lights throughout stay (per manual indicates inoperable/disconnected/faulty unit). Reported multiple times; no inspection completed after promises made. - Finally advised maintenance unavailable until after public holiday; no room change offered. - Car park pedestrian access door (adjacent to garage door in back alleyway) inoperative entire stay until day of check-out; magnetic lock non-functional, leaving access unsecured. - Prior to arrival, secure parking was confirmed available by phone - due to transporting of high-value stock for event. - During stay, non-guests were observed moving freely through parking levels, one with a pushbike on upper levels beyond bike locker floor. - Booking extension: Receptionist "Sushi" advised 10:00am reception rule but confirmed 1:00pm acceptable if extension completed and key reprogrammed same day. Extension completed via Trip.com at reception. - 1:00pm next day, Sushi denied prior arrangement, became confrontational and belligerent, referenced “200–300 guests dealt with per day”, demanded both bookings be presented so as to treat them individually and not as an extension as advised day prior, stated we should have checked out and re-checked  into same room. - CCTV screenshot image of me observed on reception screen during Sunday interaction with Sushi; I took a photo of the same (below), screen content then closed by Sushi. I couldn't have been nicer given the circumstances and wasn't hostile back. Key handover included key being pushed across counter jammed between monitor, glass wall and POS machine after reprocessing by Sushi. - Night staff confirmed audio/video recording exists in reception (recommended for review) when discussing earlier confrontation. - Room 3919 is not fit for safe habitation and should be withdrawn form service immediately

Good location. Okay amenities. Good service. Convenient place for public transport.

The first night we were put into the wrong room not the one we booked, the floor was stained and it felt very dirty. Everytime we asked for help they weren’t able to accommodate. They don’t clean the rooms everyday but every three days so we had to chuck our own rubbish out. It was the Easter weekend so they said their manager was away and couldn’t help but on busy holidays like this is when i believe service needs to be on top of it as they should expect lots of people. The bed was stained and felt dirty as well.