Hotel Richmond

Terrible service. No reception after hours. Our room access card got wiped by a small magnetic clasp on my wallet. After years of travel, this is the first time this has ever happened, indicating the quality of their cards is very poor. This meant we got locked out of the hotel late at night in the cold and rain. There is nobody from the hotel you can call to let you in, so we had to call a separate security company, which put us on hold for ages, then took 40 minutes to come and let us in. The security agent said this happens all the time and sometimes the wait is over an hour. They said there should be no way a wallet clasp can wipe a key card, but this hotel's cards are so cheap it is a regular occurrence. This is such poor customer service. Furthermore, when we informed reception of the above the next morning, the lady on duty (26 May) was extremely dismissive of us, blaming me for putting the card in my wallet! Victim-blaming with no empathy whatsoever - great customer service. She said there was a sign out the front (hidden by the open doors when we arrived) and the card-wiping issue was mentioned in our "welcome letter"- a folded piece of paper jammed in the card folder. We arrived late, due to flight delays and rushed out to get dinner before the restaurant closed, so no time to read a welcome letter. There was no mention of the card wiping issue in any of the emails advising of our accommodation booking and access details. I was gob-smacked at how rude, dismissive and unsympathetic the reception attendant was. I will not be recommending this hotel to anyone. Noteworthy details: Dreadful, rude customer service.
May 29th, 2023

Shout out to Nick, Riley, Ethan and Hunter for all your assistance and making us feel comfortable in an awkward situation. Thank you! And your service was amazing Hotel highlights Great value More
May 26th, 2023

I have nothing but respect and admiration for the staff at this hotel. Their service and generosity was truly amazing. The staff went beyond their duty to make us feel welcome and comfortable in an awkward situation. Thank you kindly. Food & drinks: Amazing!
May 24th, 2023

Great for a couple of drinks and a snack on the balcony. Service : 5/4 | Location : 5/5 More
May 10th, 2023

Safety: Being located in the centre of Rundle Mall, we felt safe because the mall is mostly quiet during the night, unlike the neighbouring streets that have loud people screaming which can make you feel unseasy. The entrance to the hotel is secure with a door that can only be accessed if you have a room key/card at night, and the elevator is the same, so we felt very safe.
May 7th, 2023