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“service desk staff were unhelpful and rude/rooms not cleaned”

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Sage Hotel Adelaide
Ranked #24 of 56 Hotels in Adelaide
Reviewed 15 February 2012

My elderly parents & other family members/friends were staying at the Grand Chifley for my daughters wedding at the Veale Gardens.My parents don't have a credit card, were told they couldn't pay cash without a bond?? We left,no "Welcome" book to advise of attractions & hotel facilities. We asked to have our rooms cleaned by puting out signs provided, the beds were made & towels changed, the toilets weren't cleaned the 5 days we were there. Sometimes the cups were replaced,not everyday as I would expect, dirty cups were just left there.Our rooms were't attended to until at least 4pm. There was confetti on the floor from saturday till monday when we checked.Our friends & family were spread from floors 2-6,we had booked the rooms as a family wedding,

Room Tip: Check that they lock connecting rooms if you stay longer that family members next door...VERY embara...
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  • Stayed: February 2012, travelled with family
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1  Thank Judy C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ADLOPS, Guest Relations Manager at Sage Hotel Adelaide, responded to this reviewResponded 16 February 2012

Dear Judy C

Thank you for choosing to stay at Grand Chifley Adelaide and providing a review on your recent stay.

We are sorry and apologise for the Housekeeping and other issues you experienced during your visit.

Housekeeping issues I have specifically addressed with Supervisors and Staff to ensure standards and cleanliness are maintained.

We are sorry that the request for rooms on the same floor / near each other for your party do not appear to have been made known to us during either the initial enquiry or subsequent bookings. I apologise that we were unable to facilitate the request on this occassion. Where possible and upon request prior to arrival, we do attempt to locate guests near/next to one another. When requests are made on or after arrival and during times when the hotel is heavily booked, our ability to do so is lessened further as rooms may already be occupied, maintenance and other issues.

Cash paying guests are required to pay a refundable bond in addition to the total accommodation charges at check-in to cover incidentals such as mini bar and telephone calls. Alternatively, guests are able to pay by a combination of cash/EFTPOS or credit card for the accommodation and bond. If requested or advised, we are also able to guarantee incidentals/payments to another person/rooms account with that persons permission. I have reminded Staff to ensure that these options are clearly and politely explained when bookings are made and upon arrival. We regret any inconvenience or embarrassment to your parents.

Your comments have been most constructive and I thank you for bringing these to our attention. I hope also that your daughter and son-in-law's wedding was a joyful day and wish them a long and happy marriage.

Please do not hesitate to contact me personally should you wish to further discuss your stay.

Kind Regards

Damian Gillings
Executive Assistant Manager

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1,074 - 1,080 of 1,190 reviews

Reviewed 11 February 2012

due to flight cancellation, virgin put me up at this place, free accom, free taxi voucher and was meant to have a meal voucher. (due to it not being there on arrival,was told rudely "its not here, so you pay for meal") no," i will look into it for you,". well the meal turned out to be the best thing of the night, staff very rude the entire time, i asked for early wake up call and taxi booking, must have had an inkling as set my alarm. you guessed it, no wake up call. when i went to desk the rude man said no requests for either wake up call or taxi, "if you made request, i would have done it." Then he proceded to ask for payment for room and meal. ( which i paid cash at restaurant ) I explained again as i did previous night about virgin sending me , due to cancellation and footing the bill (believe me, i would never have stayed i had to pay, and intend to let others know not to stay, who fly weekly to adelaide as i do) shocking service!!!!!!!!!!!!! advice to management , have staff undertake mandatory public relation courses and look up the terms of customer service, i am sure they may learn something ,as both checking in and checking out staff were dismal excuses.
doubt you will bother to respond, however virgin airlines has been notified also. I stayed 9/02/12 overnight.

Room Tip: dont bother, stay elsewhere
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  • Stayed: February 2012, travelled solo
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2  Thank denice a
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ADLOPS, Guest Relations Manager at Sage Hotel Adelaide, responded to this reviewResponded 13 February 2012

Dear denice a

Thank you for providing valued feedback on your recent stay with us. I apologise that your experience was not favourable and will certainly be looking into the behaviours and actions of our staff as you have described.

We consider all feedback is important and it is concerning that our service, an area of vital importance and one in which we consistently receive high scores through our guest surveys, has not been as either you or we desire.

I invite you to call me personally at the hotel between 7.30 am and 4.00 pm Monday - Friday to further discuss your feedback.

Kind Regards


Damian Gillings
Executive Assistant Manager

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Reviewed 22 January 2012

Had booked in at Adelaide Country Comfort which we've stayed in numerous times before. Upon arriving at reception told we'd be upgraded to the Grand Chifley. Room had two double beds, very clean but felt very 'closed in' mainly due to huge wall outside window, so would have preferred unit style room we had originally booked. Reception staff were very friendly and efficient. Would not choose to stay again.

  • Stayed: September 2011, travelled as a couple
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Thank Barbjt59
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ADLOPS, Guest Relations Manager at Sage Hotel Adelaide, responded to this reviewResponded 24 January 2012

Dear Barbjt59

Thankyou for choosing to stay with us and providing a review.

Generally we offer upgrades when a particular room has been placed Out Of Order due to a problem in the room which cannot be readily fixed and have no other rooms of that standard or within the complex available at the time of check-in. Upgrades are done to at least a room type above that which was originally booked and in this instance was also a property upgrade from a 3.5* property to a 4.5* property (as independantly rated by AAA Tourism).

We apologise that you were unsatisfied with the room on this occassion. I would be delighted to personally assist in ensuring your next booking is as requested should you wish to stay at Country Comfort on your next visit.

Kind Regards

Damian Gillings
Executive Assistant Manager

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Reviewed 18 January 2012

After a day out in the intense summer sun it was so nice to walk into the cool foyer with crisp and attentive service....they even ask you if there is anything more you would like to know about the hotel and surrounds (after they have given you a quick overview). and crisp foyer of this hotel.

This remains an old hotel but a lot of effort has gone into rennovating it and trying to make it as pleasant as possible for guests. Its not really that convienient to the popular restaurant area BUT this hotel has a nice restaurant of its own. The other thing that I thought was different and could be of benefit to some is the ability to buy essentials and snacks from reception. In your room you will find a brochure that tells you that they sell anything from cheese and crackers, noodles, deodorant and condoms.... to name a few things. So the moral of this hotel is that they try to do their best and try to offer a great service!

  • Stayed: January 2012, travelled solo
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Thank Jmkel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ADLOPS, Guest Relations Manager at Sage Hotel Adelaide, responded to this reviewResponded 24 January 2012

Dear Jmkel

Thankyou for providing a review of your recent stay and I am pleased it was enoyable.

Your comments are most appreciated and have been shared with our valued team along with a general "well done" to all.

I am also pleased to report that a further upgrade of the premises is currently underway and encompasses all standard rooms on floors 1 to 5. This is due for completion early February 2012.

We look forward to welcoming you back when next you stay.

Kind Regards

Damian Gillings
Executive Assistant Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 January 2012

dues to flight issues we were fortunate to be put up courtesy of the airline in the grand chifley, the foyer is large and spacious, the checkin process was very simple, they serve meals in your room or at their restaurant, and can store your luggage for you. very friendly staff

  • Stayed: January 2012, travelled with family
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1  Thank Kay C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ADLOPS, Guest Relations Manager at Sage Hotel Adelaide, responded to this reviewResponded 5 February 2012

Dear KayKev08

Thankyou for providing a review of your recent stay which I am pleased you enjoyed.

Guest reviews are important to us and future guests and are regularly reviewed as we seek to continuously improve our services.

We look forward to welcoming you back when next you stay.

Kind Regards

Damian Gillings
Executive Assistant Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 January 2012

Stayed here 3 nights. The room had recently been refurbished and it showed. It was extremely comfortable with an efficient air conditioner, essential in the heat wave in Jan 2012 - up to 42C on some days! The housekeeping was faultless, the rooms cleaned beautifully every morning. It was just South of city centre but a few minutes walk to the tram stop, walking distance to good bars and restaurants. Found the reception staff efficient and helpful, especially ehen the air conditioner stopped working on hot evening. The receptionist herself came up to check and managed to repair it by changing the batteries on the remote. Thats great service! Did not get a chance to eat in so can't rate the food.

  • Stayed: January 2012, travelled as a couple
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1  Thank AB095
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ADLOPS, Guest Relations Manager at Sage Hotel Adelaide, responded to this reviewResponded 17 January 2012

Dear AB095

Thankyou for choosing to stay at Grand Chifley Adelaide and writing a review. I am pleased you enjoyed your stay.

Your comments have been shared with our staff and they have also been commended for their assistance in regard to the airconditioning remote battery issue.

We look forward to welcoming you back when next you stay.

Kind Regards

Damian Gillings
Executive Assistant Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 January 2012

We were very happy with our stayhere but were very surprised that there was no pool. We booked this holiday as a mystery hotel via lastminute.com.au . If we knew it did not have a pool we would not have booked here when we knew how hot it gets at this time of year. Other than that the level of service & quaility was very good.

  • Stayed: December 2011, travelled as a couple
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Thank allenbrady
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ADLOPS, Guest Relations Manager at Sage Hotel Adelaide, responded to this reviewResponded 8 January 2012

Dear Allenbrady

Thankyou for choosing to stay at Grand Chifley Adelaide and providing a review.

I am sorry to hear that our staff do not appear to have informed you of the options in relation to the pools in our property portfolio on South Terrace. There are two pools available for guests at any of our three adjoining properties - Grand Chifley Adelaide, Chifley on South Terrace and Country Comfort Adelaide. One pool is located at the rear of the Chifley on South Terrace and the other at Country Comfort Adelaide. Guests are welcome to use either of the pools, regardless of which property they are located in.

I am pleased you did however enjoy your stay and apologise that you were not fully informed of the amenities available.

Kind Regards

Damian Gillings
Executive Assistant Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Sage Hotel Adelaide

Address: 208 South Tce, Adelaide, South Australia 5000, Australia (Formerly Grand Chifley Adelaide)
Region: Australia > South Australia > Greater Adelaide > Adelaide
Amenities:
Business Centre with Internet Access Free Parking Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#18 Business Hotel in Adelaide
#23 Luxury Hotel in Adelaide
Price Range: $111 - $360 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Sage Hotel Adelaide 4*
Number of rooms: 138
Official Description (provided by the hotel):
Just as Adelaide is said to be able to deliver all Australian experiences in one place, Sage Hotel Adelaide presents the very best in Australian hospitality in one hotel. Whether you've come for work or to simply getaway, you'll quickly realise that you've picked the right place. ... more   less 
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Also Known As:
Grand Chifley Adelaide Hotel Adelaide
208 Hotel Adelaide

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