Hawthorn Gardens Serviced Apartments

The hotel's primary appeal lies in its spacious apartment-style accommodations, offering ample room for guests, and its convenient location, which is frequently praised for its proximity to essential amenities and transport links. This makes it a suitable choice for families seeking self-catering options and room to spread out, as well as business travelers and those attending local events who prioritize accessibility. Guests often highlight the benefit of secure, undercover parking. However, a recurring theme across numerous reviews is the property's significantly aged condition and a pervasive lack of cleanliness, which often falls short of guest expectations. To ensure a more comfortable stay, guests should be prepared for a property that is considerably older than depicted in online photos and consider bringing their own personal amenities, such as tea towels and bath mats, as these are often reported as missing.

Facilities & Amenities
The property offers the significant advantage of secure, undercover parking, which is consistently highlighted by guests as a valuable and convenient feature. Most apartments are equipped with washing machines and dryers, providing practical self-catering options, though some guests reported these appliances were broken or contained stagnant water. While air conditioning is available, it is often limited to the living area or main bedroom, with many guests finding it ineffective, noisy, or poorly maintained, especially during warmer weather. Wi-Fi connectivity is frequently cited as an issue, with many guests experiencing difficulty connecting or finding it unavailable. Similarly, televisions are often described as small, outdated, or non-functional. Kitchens are generally spacious and include a full-size fridge, oven, and gas hot plates, but guests often note a scarcity of basic utensils and crockery, and some appliances were found to be dirty or broken. The overall impression is that while amenities are present, their condition and functionality are often subpar.

Cleanliness & Room Comfort
The most pervasive and significant concern raised by guests is the overall cleanliness of the accommodations, which is overwhelmingly described as filthy, disgusting, and unkempt. Common issues include widespread cobwebs, thick layers of dust, and various stains on carpets, furniture, and bedding. Many reviews detail the presence of mould in bathrooms and other wet areas, along with grime on surfaces and appliances. Guests frequently reported finding bugs like ants and spiders within their rooms, and some even encountered dirty sheets or leaking water. The room condition is consistently noted as old, tired, and in urgent need of renovation, with reports of cracked walls, peeling paint, broken fixtures, and damaged furniture. While some guests found the beds comfortable and sheets fresh, others described them as hard or springy. Noise is another common complaint, with guests experiencing significant traffic noise, noisy plumbing, and disturbances from neighboring units. Essential amenities like bath mats, tea towels, and hand towels are frequently reported as missing.

Location & Accessibility
The hotel's location is consistently highlighted as a major positive, described as good, great, and convenient for various needs. Guests appreciate its proximity to shops and supermarkets, including major chains, making it easy to purchase groceries and essentials. It is also well-situated near takeaway food options and bottle shops. The property offers excellent accessibility to public transportation, being a short walk from a train station, and provides convenient access to major freeways for travel to the city center or other areas. This makes it ideal for guests attending local events or visiting nearby hospitals. A significant advantage is the availability of secure, undercover parking, which is frequently praised. However, some guests noted challenges with accessibility due to steep stairs, which can be difficult for older individuals or those with heavy luggage. Additionally, some exterior walkways have loose tiles, posing a potential safety concern.

Staff & Service
Feedback regarding staff and service is mixed. Some guests found the staff to be helpful, obliging, and friendly, particularly noting their accommodating nature for requests like early check-in. The check-in and check-out processes are generally described as easy and quick. However, a significant number of reviews express dissatisfaction with the staff's response to maintenance and cleanliness issues. Guests reported that staff seemed surprised by the poor room conditions or attempted to downplay the problems, leading to a perception of a lack of accountability. Some guests experienced unhelpful or even rude interactions when attempting to resolve issues, with managers reportedly refusing refunds or making excuses for the property's state. Housekeeping services are also a point of contention, with guests indicating that rooms are not serviced frequently enough or that staff are reluctant to address cleanliness concerns, requiring guests to perform tasks themselves.

Additional Information
A critical point for prospective guests is that the online photos of the property are widely reported as misleading and do not accurately reflect the current, significantly older and less maintained condition of the apartments. This discrepancy often leads to considerable disappointment upon arrival. Some reviews suggest that the property has been used to house homeless individuals, which guests believe contributes to the observed lack of maintenance and cleanliness. Furthermore, guests have raised serious safety concerns, including loose tiles on walkways, broken power points, and, alarmingly, missing or removed smoke alarms in some units. The property's value for money is a contentious issue; while some guests found it reasonably priced for its location, many felt it was overpriced given the poor condition and lack of upkeep. Guests should also be aware that apartment servicing may not occur for short stays, requiring them to manage their own cleaning and amenities.