677 La Trobe Street Docklands - 2BR Penthouse (1903, 1906)

Loved everything, except for the lack of keys and wrong room advertising Positive: Privacy was a key component that we enjoyed. Having clean rooms and washrooms was super comfortable. Convenience of heading to the city was an actual blessing. Negative: I specifically asked for an extra sets of keys, also booking system details about the place didn't match with ensoconnect details. As we had four guests added to the list, i asked for extra keys but i got a single set. It was harder to see who is at the apartment and who is not. I hoped at least there would be at least another pair of keys. Room on the ensoconnect was 1906 but we got room 1903.

Excellent location, but the apartment did not match the listing. Positive: The location was excellent and very convenient for exploring Melbourne, with easy access to public transport, Docklands and the CBD. The apartment was on the top floor and the location worked very well for our stay. Negative: Unfortunately, the apartment did not match the Booking.com listing or photos in several important respects. We specifically booked this property because the advertised room included a sofa bed, and I confirmed before arrival that it would be available with bedding. There was no sofa bed in the apartment, and the property was unable to provide one or another alternative. The apartment was also significantly smaller than depicted in the listing. In particular, photo 8 for this room does not appear to show the apartment we stayed in at all. It shows a substantially different and much larger living area. Given the property was advertised as a penthouse, the accommodation we received was not what we reasonably expected based on the description and photographs. There were also significant discrepancies with the advertised facilities. The listing gave the impression that facilities such as the pool and gym were part of the property, but these were actually located in a separate building. The advertised BBQ area did not exist at all, despite being included in the listing and photographs. There were further issues with the apartment itself. The beds were extremely firm and uncomfortable, particularly the main bed. 2nd bedroom air conditioner didn't work. I contacted and spoke with the provider on most days of our stay about these issues. Initially, I was advised that the problems would be resolved. When that did not occur, I was subsequently told they would work out an appropriate refund due to the errors with the booking and listing. Communication then stopped, and I received no further response regarding the proposed refund. The location was excellent, but the discrepancies between what was advertised and what was actually provided were substantial. Combined with the way our concerns were ultimately handled, this significantly affected our experience.