Play Pokies at Craig's Royal Hotel in Ballarat East

We had booked a room for an overnight stay after a music festival.
As our music festival had been cancelled we reached out to the accommodation department of the venue for a partial refund as their refund policy is not a full refund if you don't pay extra.
I reached out to the venue before posting this to ask if they could please go 50/50 in our stay and they declined.

I understand they run a business but given the circumstances that are completely beyond our control I thought they may compromise and have a bit of empathy.

I won't be booking any future stays with them and will ensure I let people know not to stay here.

Was very disappointed with our room.
There was dust on everything.
The hot water did one shower then I had to call reception to let them know we had no hot water.
Was told to wait few minutes they would turn tap on down stairs to make water work.
Ordered breakfast delivered cold the best bit was the coffee.
The room was tended to while out bed made towels replaced but left the breakfast tray and dishes behind.
The a day parking was good location excellent.
I feel they have spent alot of money on the public areas and have neglected the rooms.
We had a deluxe king room it was small and definitely not worth the 5 paid for 2 nights of that parking.would of stayed elsewhere if I hadn't of paid up front.

What a gem! My husband and I have accommodation hopped our way from WA, staying in accommodation as we cross the country! This place is amazing!
Walked into yesteryear Ballarat furnishing & fittings to be greeted warmly by front of house.
Our room was immaculate, comfortable and a welcome relief after days on the road.
Down for dinner to be warmly greeted by the lovely Kym, who treated us to some Ballarat hospitality and our first good dinner in days!
Same at breakfast with the same friendly service and a breakfast of champions.
Can't rate our experience high enough, we will be back!

Sadly my stay was extremely disappointing. The manager ruined the experience entirely with a dismissive attitude and lack of basic human respect. Having called in advance of my stay to confirm parking and hypoallergenic requirements for my husband, I received neither. The manager admitted that the person who received my request had since left but then stated she would do nothing to make amends. The customer service was so appallingly bad that not only did she refuse to offer anything but she laughed when we said we'd spent 00 and couldn't even park our car at the hotel stating 'that's not even that much money'. She had me in tears on the phone before we even arrived and it was clear the staff were all terrified of her, telling us to go 'above her head because she won't listen'. Whilst current management is in charge I would tell everyone not to waste their money. The safe and the plumbing were broken in our room and there were no added extras. Sadly there is so much potential as the venue itself is beautiful. I see the hotel apologising online but yet clearly nothing is changing and excuses are being made. Absolutely shocking! An overpriced and miserable experience.

Fantastic hotel that has maintained its old world charm. We had a two night stay, travelling from interstate. Was great to stay in a hotel that had character !
Location - central to everything, walking distance to restaurants and some shops. Metered parking out the front, which suited us as we were out & about sightseeing.
Rooms - amazing, loved the character, spacious bathrooms.
Staff - fantastic! Greeted by a wonderful friendly reception, the lovely lady took the time to explain everything about our reservation and facilities. All the staff were friendly and welcoming.
Dining/meals - lovely reception area in the lobby for drinks, meals, breakfast, tea/coffee and cake ! You don't need to leave the hotel if you don't want too!