I stayed at Pier 21 Apartment Hotel in 2020 and had a very positive experience. This year, when I returned to Fremantle, I didn't even consider searching for another hotel; Pier 21 was my first choice.
Upon booking, I inquired about securing a room with a water view. I was informed that it would cost an additional $35 per night to guarantee a Swan River View. I understand that premium features come at a price, so this was acceptable to me.
However, my recent visit highlighted some areas for improvement. Upon arrival, the receptionist asked if I wanted to upgrade to the water view room, and I declined. Her response, "some people just want things for free," made me feel quite uncomfortable. In my experience, it's not uncommon for hotels to offer complimentary upgrades if rooms are available, so I didn't think it was unreasonable to ask. I believe a more positive and customer-friendly approach could enhance the guest experience.
Additionally, the room facilities appeared outdated and in need of renovation, which was surprising given the high price. The room we stayed in was dark, which detracted from the overall ambiance. The mattress protector was torn, and the overall condition of the furniture and amenities felt worn and old. Updating these aspects could significantly enhance the comfort and satisfaction of your guests
