Dear jenny12355103,

Thank you for the recent feedback received for Somerset St Georges Terrace Perth. We strive do our best to meet the expectations of all our residents, but in this instance, we have obviously failed to meet your expectations. Please be assured that we are always seeking to satisfy the expectations of our residents.

With regards to your feedback regarding the parking at the property, we had recently reviewed our parking again in an attempt to source alternative parking nearby the property. Unfortunately, alternative providers were unable to assist us in providing additional bays nearby the property. As such we can only offer extremely limited parking to our hotel guests subject to availability. We find though that the most convenient option for our guests is the Perth Convention Centre as an alternative for parking should our bays be unavailable. Please note we have not given up and shall continue to review this area in the future. In addition, we also have two bays out the front of the hotel whereby guests can drop luggage off in the first instance before parking the vehicle.

I have also immediately addressed your concerns regarding the service standards you raised with our Assistant Guest Service Managers, and we have reviewed those staff members that were involved and have since been re-trained and now clearly understands our standards and have assured me that they shall ensure this is maintained in the future.

I also note your feedback regarding the $100 preauthorization taken upon check in. Can you confirm whether this amount has released back into your account as yet? If not we can arrange to this to be actioned for you immediately.

jenny12355103, thank you for your feedback and although critical, we are appreciate of your comments. Should you allow us the opportunity to make amends, please contact me personally and I will take care of your booking request.

Kind Regards,

Nathan Baker
Residence Manager
Somerset St Georges Terrace Perth

Dear TripAdvisor member,

Thank you for your feedback regarding your stay with us and I sincerely apologise for the inconvenience you experienced and that your expectations were not met.

While Somerset St Georges Terrace is branded as a Serviced Residence, not all room types offer apartment facilities, as is noted on our website. Full kitchens are offered in our One Bedroom Premier apartments, and kitchenettes in our Studio Executive and 1 Bedroom Executive apartments only.

Within the last 18 months the property has undertaken a partial refurbishment to 22 rooms to update them and offer new LCD TV’s, In Room Safes and beds, with a view to testing customer responses to those changes. Based on feedback since this refurbishment, we are now planning the next stage in which we will complete all remaining rooms. These changes will include new soft furnishings, LCD TV’s, new carpeting, improved lighting within the rooms and various other enhancements across the property and bring us more into line with the Somerset brand.

However, whilst we are planning an upgrade to Somerset St Georges Terrace in coming months, there is no excuse for either the poor maintenance and housekeeping in your room or for the lack of attention to any stained carpet. Please be assured I will be addressing this with our Executive Housekeeping Manager immediately .

I note your feedback regarding information detailed on our website and I am sincerely apologise that you feel that you have been mislead. All our images are labelled as the appropriate room type, to allow guests to assess the room type best suited to their needs.

We very much regret that your stay in Australia was marred by this experience at Somerset St Georges Terrace, as it is certainly not the usual nor intended standard we seek. Should you be returning to Australia at any time in the future I would be pleased if you would contact me directly so that I can ensure your stay not only meets, but exceeds your expectations.

Kind Regards,

Nathan Baker
Residence Manager
Somerset St Georges Terrace Perth