Arrow on Swanston

Very easy and simple check in process, room as expected , good amenities, spacious, fairly small bathroom. Great value for money

DO NOT STAY IN THIS HOTEL! the first time i experienced bed bugs was in a £2.50/n hostel in indonesia. the second time… in this £90/n “3 star” hotel! and this time was so much worse because there were so many of them and massive!! they got on to my bags and belongings and i ended up spending 2 days washing all my clothes and treating all my belongings instead of sightseeing in the city.  i made a formal complaint to the receptionist the next day and they encouraged me to report it to the melbourn city health authority because apparently mine wasnt the first case.  the city health authority did a spot check on them the day i checked out and since then, the hotel had refused to release my $100 room bond and ignored my emails.  they are truly ridiculous, the physical irritation and mental stress they put me through. holiday ruined.  SO DO NOT STAY THERE AND BE THE NEXT VICTIM!

Services are good. Cleanliness needs to be improved. Overall, the appearance of the room was acceptable.

We travelled for 14 days staying at 5 different accommodations and this was by far the worst. Firstly it looked nothing like the pictures shown. The reception area was not even on site. We paid for city view and instead had a view of machinery and air conditioning cylinders that looked like the inside of a factory. NO CITY VIEWS IN SITE. The room had 1 small queen bed with nothing else inside NO SIDE TABLE ETC and covered with 1 small layer of sheets. Not very hygienic at all. There was 2 lift only 1 of which was not working and the other taking 10-15 to get to ground floor. It gave us anxiety every time we used it as it did not feel safe at all. I'm just glad we only stayed for 1 night and no more!! When letting the reception know in the morning during check out he seemed to not care less, we didn't even at least get an apology. Definitely would never stay here again!

I stayed one night a few weeks back and I had paid online, there was also a deposit of $100 to be paid upon check in incase of any damages etc. I had taken cash to pay my deposit as on their booking page it says you can pay cash and get it back at check out. When I got there to check in, I went to pay the $100 in cash and the lady told me they don’t accept cash, I mentioned it had it on their website but that didn’t seem to matter, so I had to pay $100 via eftpos. When I went to check out the next morning, they didn’t mention my refund so I mentioned the $100 refund and got my card out. The gentleman said that we don’t need your card for the refund, that my refund will be refunded back within 5-7 days from check out. I found that a bit odd, not needing to insert my card for a refund. I said are you sure you don’t need my card and he said no. I still have not received my refund, I left the room exactly the way it was when I went in there. I have tried calling the hotel many times but no one answers the phone.. EVER! And I’ve sent 3 emails with no response! That’s just shocking! This tiny VERY AVERAGE room with dirty walls cost me after the deposit $196, when the room was $96. Trip had a special on so I got the room for $96. (And the photo online was completely different to the room I stayed in) I could have stayed somewhere so much nicer if I just paid $196 for one night somewhere else. I’ve never had this experience with any other hotel. It’s absolutely terrible customer service. DO NOT STAY THERE! Not happy!

We stayed in Room 1003 at Arrow on Swanston as a family of three—two adults and a child—for a short visit to Melbourne. The location was the strongest advantage, offering direct access to Swanston Street’s tram network and nearby restaurants and a short walk to our daughter’s student accommodation at Scape Swanston. The room itself was compact but functional, with a well-equipped kitchenette suitable for preparing simple meals. Although the space was limited, it was clean on arrival and the bed was reasonably comfortable. Housekeeping, however, was only scheduled once every four days, and we had to make repeated requests to have the room cleaned. Towels and toiletries were not replenished automatically and had to be collected in person from the reception. Elevator service was also a drawback—there are only two passenger lifts, which were often slow to arrive, and on multiple occasions, garbage bins were transported in the same lift as guests, making for an unpleasant experience. The sofa bed provided for our child was adequate for a short stay but may not be suitable for longer durations. Heating worked well, which was appreciated during colder evenings, and the kitchenette offered basic but useful amenities. Reception staff were generally polite and helpful when approached. That said, the room and some common areas appeared dated and would benefit from refurbishment. Overall, while the property felt slightly overpriced given the service and maintenance levels, it was convenient and met our basic needs for a short family stay.