Rating: 3/5
We recently stayed at Rydges Southbank and while the overall stay was great, our check-in experience left a lot to be desired.
We arrived to a long line and only one staff member checking in guests. Opted for self check-in which was thankfully smooth. Unfortunately, the requested baby cot (confirmed months in advance) wasn’t in the room. When we followed up, Declan at reception dismissed it, claiming nothing was on the booking—even when we offered to show proof. He then hung up.
After over 3 hours, multiple ignored calls, and no follow-up as promised, we were left with a tired 5-month-old well past bedtime and no safe sleep solution. We were even asked what we thought was a suitable solution, which felt like pressure to accept something unsafe.
Eventually, after walking down to reception again, we were told a cot was on the way—finally delivered close to 9pm. No apologies, just attitude.
That said, the rest of our stay was lovely. Huge thanks to Sandy in guest services who quickly brought extra towels and made the kids’ bath time a highlight.
Would consider staying again, but the check-in and cot situation really needs attention.